2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




                                                     Page 64 of 71

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                           8 FEBRUARY 2022

   |          iP@N — Knowledge Management System

              The Customer Service Centre’s knowledge management system (iP@N) is the essential
              knowledge data base for Customer Service Officers (CSO's); it houses information and
              resources to manage all customer's enquiries, requests, and work instructions. iP@N has 924
              permanent pages which have been accessed 100,927 times this year. The Customer Service
              Liaison Officer (CSLO) has also created @t announcements for the team which have been
              accessed 5,548 times.

              The increase in new pages is a result of improved workflows and process improvements. Many
              of the old pages had several processes or page links, making it hard for the CSO to find
              information. Instructional videos have also been created and added to many procedural
              pages to assist CSO and to help with training.

              Focus on IP@N usability and functionality:

              CSO’'s rely on IP@N to provide up to date information, which can be found within a few clicks
              of a mouse to answer customer enquiries as efficiently as possible. This includes appropriate
              key words, reducing unnecessary content, simplifying instructions, and implementing easy to
              follow workflows and clearer understanding of processes to reduce errors.
              The external focus of IP@N provides information to customers:
                 e   empowering staff to answer customer enquiries the first time they contact us.
                 e   providing a reference number and time frame for a business unit to respond to their
                     enquiry.
                 e   supplying answers to questions that the business unit has provided — this is then
                     used to assess the enquiry and ensure there is no delay due to lack of information.
                 e   ensuring that if an enquiry is not council related, customers are provided with an
                     alternativecontact.
              IP@N pages also highlight on-line self-service options available to customers. The CSO's
              promote these services to support the customer, this includes:
                 e   referring to eservices for online payments.
                 e   showing Customers where they can find information, including forms and factsheets
                     via our online website.
                 e   advising that any future customer requests can also be lodged via the website at their
                     convenience.
              The internal focus of IP@N provides information to customers:
                 e   staff working with the Business Units to review their scripting and developing
                     “questions and answers” to ensure that the information is accurate and timely. Accurate
                     information in IP@N reduces calls and requests to other business units.
                 e   providing staff availability information.
                 e   staff working with the Business Units to help improve their processes and improve
                                                                                                         11

                                                                                               Page 64 of 71