2020-08-11 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                                                                         11 AUGUST 2020


BRANCH ACTIVITIES                        RECENT ACHIEVEMENTS                           CURRENT PRIORITIES                           THE NEXT QUARTER
Continual Customer Service intranet         Update all links and processes after        Review and update pages affected           Adding quick access to iP@N pages
(iP@N) improvements                           CIA request system implementation.            by EOFY changes.                             where     media      releases   are
                                            Roll out all users’ access IP@N             Continue to update iP@N link to CiA          applicable.
                                              pages to organisation.                        request system as request types still      Linking website policies to iP@N for
                                            Review Rates pages and generate               changing.                                    easy access.
                                              quiz in preparation for peak period.                                                     Development of procedures folder
                                            Review of recognition program for                                                          for iP@N administration.
                                              feedback initiative, as well as review
                                              of iP@N knowledge pages and
                                              processes.
Service Review                              Combined        Service      Meetings       Development        of     progression      Work on identifying workflow
                                              ongoing, additional meetings on               opportunities within the branch.             improvements for the customer
                                              hold due to COVID-19.                                                                      service team.
New phone call system incl. On line         License upgrade to Purecloud 3.             Implement Skype for Business               Investigate post call survey options
Chat and Snap Send Solve requests.          Updated       Purecloud        canned         integration to Purecloud.                    including as part of email replies.
                                              responses (templates) for both              Implement training and Purecloud           Create training guides.
                                              webchat and email contacts.                   rostering.
Customer Service Charter and review of      Train and work with Noosability             Continue      to  work    with    the      Continue    to   work   with  the
the management of customer requests.          team for CiA deployment of new                Noosability team to implement the            Noosability team to implement the
                                              request system.                               new request system.                          new request system.
Business as Usual activities                Transition to and from WFH with             Peak period operationally (rates)          Review QA and training progress
                                              minimal disruption to service due to        Offer feedback on current issues             and plan, implement improvements.
                                              COVID-19                                      with CiA.
                                                                                          Review COVID-19 BCP and update
                                                                                            with learnings.




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