2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                            8 FEBRUARY 2022

    |                workflows for urgent requests. This contributes to streamlining the call handling process,
                     reducing call wait-time, and increasing customer satisfaction.
                 e   creating easy to follow work instructions for Receipting, loading applications and other
                     T1 functions such as memos, change of address and arrangements to pay.
                 e   keeping up to date with news in the region that customers may enquire about — having
                     thatinformation at hand for the CSO when it is requested.
                 e   sharing staff knowledge with other Business Units to enhance productivity and to
                     ensure thatevery answer provided is factual, relevant, and consistent.
                  e  Providing access for business units via Open Access portal to the knowledge content
                     of [email protected] and feedback:

              IP@N has an inbuilt feedback section for each IP@N page for CSO's and Business Unit officers
              to input feedback. 548 pieces of feedback were received, reviewed, and updated this year,
              helping to keep the content of the knowledge base system as up to date as possible.

              Customer Service Experience Survey

              This year a pulse survey was conducted with our customers and their experience with the
              Customer Service Team, this survey was an online survey that is shared with customers who use
              the online chat or receive an email from the customer service team after an interaction with one
              of the team members.

                  Customer Service Experience Survey 2020/21

                           340                    O1:57                  Closed
                          Responses          Average time to complete      Status

                                                                             ERB) Open in Excel

                   1. Do you recall the name of the customer service officer?
                    More Details @ insights
                                                               Latest Responses
                           330                                     ii
                          Responses                               boat

                    43 respondents (13%) answered Monique for this question
                                  ice      lady   cones  sorry Megan and a
                                        Nina          :                   baie
                                             Monique            °3”"
                                  Megan                        Jen         service agent
                                    Vicki     insta Alex ennnll     Christina town planning
                        DONNA FREY          Pp                Megan and Alex

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