2021-05-11 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                               11 MAY 2021


BRANCH ACTIVITIES              RECENT ACHIEVEMENTS                         CURRENT PRIORITIES                            THE NEXT QUARTER
                                  Worked on the planned replacement          &      Charges,     forms,      updated       departments and link with relevant
                                   iP@N.                                      procedures for Rates).                        iP@N pages.
                                  Commenced responsibility of and           Liaise with IT on ability to add buttons
                                   created a procedure on approving           from iP@N direct to our internal
                                   events that are lodged on the              request system with the request type
                                   Community Events webpage.                  fields auto-populated.
PureCloud improvements.           Implemented skill based routing and      Work with PureCloud support to                 Create training guides.
                                   assigned skills to agents for all          improve WFM/ Rostering system.                Review        canned    responses
                                   queues – purpose is to have more           Work with ICTM to update directory             (templates) and up date for new
                                   experienced CSO receive and handle         link to Teams.                                 financial year.
                                   web chats while newer CSO receive
                                   calls.
Business as Usual activities      Q3 Call statistics:                        Managing staff leave requests                Manage peak period, Rates/ Animal
                                   -    Calls offered – 13,782                Continued training and development            Registration/ Other License renewals
                                   -    Average Speed of Answer - 43          Combined services meetings to                 due to new financial year.
                                        secs                                   commence with key departments                Continue to work with areas in
                                   -    Average Handle time - 5 mins. 15       again.                                        managing customer requests.
                                        secs.
                                                                              Planning for peak period (next
                                                                               quarter).
                                                                              Continue to work with operational
                                                                               areas re: customer requests, ECR.
                                                                              Monitor customer requests.




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