Managing BOS Service Requests. Virtual Office (VO) User Manual

Transcription

1 Managing BOS Service Requests Virtual Office (VO) User Manual

2 Table of Contents Accessing Virtual Office... 3 Changing the Password... 4 Virtual Office Layout... 5 Using the Help Feature... 6 Handling Service Requests... 7 Service Request Ownership... 8 Processing a Service Request Updating a Service Request Releasing a Service Request Reallocating a Service Request Reallocating to the Hold Queue Reallocating to 311 (CSP Supervisor Queue) ing the Customer Send Info to Customer Template Send SR # to Customer Template Need Info from Customer Template Send SR Closing Info to Customer Template Send SR Update Template Sending an to the Customer Closing a Service Request Service Request Search Reopening Service Requests Organize Service Requests Reallocating Multiple Service Requests Closing Multiple Service Requests Exporting Service Requests Exiting Virtual Office

3 Accessing Virtual Office Virtual Office (VO) application is a secure web-based application that is used to manage and complete service requests. 1. Using an internet browser, enter the following web address: Add the web address to My Favorites to make it easier to access. Or, create a shortcut to launch the application from the Windows Desktop. 2. Click on the Lagan Virtual Office link 3. Enter the NetID* and the Password* and click LOGIN. The Virtual Office web address, NetID and Password are case sensitive! *Your NetID is identical to the name assigned to you in the SFGOV Active Directory, typically your first name (dot) last name. For example: John.Smith Mary.Jones If NetID and/or Password support is required, use Internet Explorer to access the password reset page: If you have reset your password and still cannot access Virtual Office, a request to content.311@sfgov.org or call 311 and ask for a member of the Content Team. 3

4 Changing the Password Use the Password Management website to change your Virtual Office password. 1. Use Internet Explorer to access the Password Management website: 2. Click on the Change Password link. 3. Enter your Username, your Old (Current) Password and then enter your New Password. The new password must be entered twice, in order to confirm the change. Click Change Password. 4

5 Virtual Office Layout After logging into Virtual Office, the first page to display is the Home page. The home page will not display any service requests. The home page has two sections: the User Information Bar and the Menu. Menu User Information Bar The User Information Bar displays the User name, the Help function, and Logout. User name Logout Help The Menu contains the Cases action button, to begin processing service requests, and the Search action button, used to search for individuals, organizations, or locations. 5

6 Using the Help Feature On the Information Bar at the top of the screen, there is a Help function. Use this feature to retrieve basic information on all functions within the Virtual Office application. When using the Help option, a new Internet Browser window will open. To exit help close the window using the Internet Browser Close button ( ). Contents Contents lists all help topics in a logical order. Each topic can be expanded by clicking on the book icon ( icon ( Index ) next to the topic name. Clicking on the open book ) next to the topic name will collapse a topic that has been expanded. The Index provides an alphabetical list of topics to choose from. Clicking on one of the index entries provides information on that particular topic. Search Search allows the user to type a specific word or phrase to find within the help documentation. Type in a function / topic and press Enter or click on the Go button. Glossary The Glossary provides definitions of terms related to the Virtual Office application. To see the definition, click on the term. Terms are listed alphabetically and the definitions appear below the glossary term list. 6

7 Handling Service Requests Service Request Lifecycle There are four basic components to handling service requests: The Cases menu provides various user options for handling service requests. 7

8 Service Request Ownership In order to begin work on a service request, the first step is to take ownership. 1. From the Home page, select Cases from the menu bar 2. Click on Take Cases The service requests allocated to queues are displayed. These are service requests that no one has taken ownership of yet. 8

9 3. Use the selection box (in the first column) to select service requests to add. Service requests can be taken one at a time, or can be taken in multiples. A check mark(s) in the box(es) next to the Reference number indicates that the service request has been selected. 4. After placing a check mark next to the service request(s) to take ownership of, click the Take Cases button at the bottom of the screen. After clicking the Take Cases button, Virtual Office will automatically return to the Cases screen and the service request(s) you selected will be visible. You can click on the case reference number to view more about the service request and begin processing without taking ownership. If the service request is being processed without taking ownership, you must notate the service request as appropriate: Examples include, Case Accepted or Working on Case. This will allow the 311 Customer Service Center to see that the service request is being processed and provide information to the customer, should the customer call for follow up. 9

10 Processing a Service Request Follow these steps to begin processing a service request: 1. Click on the blue Reference number link. 2. After clicking the blue Reference number link, review the Service Request Details and History sections. You can display specific topics within the History section by clicking on the topic that you wish to view. For example, to only view the notes associated with the service request, click on the Notes link. 10

11 The Case Details section contains the following information: LABEL Service Request Ref # Classification Associated with Title Description Status Due Date Allocated to Created Date Created by Raised by Priority Severity DESCRIPTION Unique number associated to the service request. This is the number that the CRM technology assigned to the constituent s request. The Classification to which the service request has been assigned. This happens behind the scenes based on selections made within ECM Workstation. The entity (i.e., individual, organization) that the service request has been logged against. A summary of the nature of the service request. The service request title automatically populates based on the type of service request generated and may be changed/updated, if desired. For Certificate of Honor requests, the Title field houses the name of the recipient of the certificate. This field may remain blank and may be updated, if desired. For Certificate of Honor requests, the Description field houses the details to be printed on the certificate. The Status of the service request. This will either be Open or Closed. The Due Date is the date and time at which the service request is due. This field remains blank and may be updated, if desired. The user or queue to which the service request is assigned. The date and time at which the service request was created. Identifies the BOS Representative (or constituent, if done through the self service portal) that created the service request. The individual (constituent) that initiated the service request. If the constituent chose to remain anonymous, this row will be blank. Raised by also shows the type of interaction. Face to Face indiciates that the constituent contacted the Board of Supervisors. The priority assigned to the service request. The priority can be updated depending on whom or what the case is associated with. Indicates how severe the issue is. The severity can be changed based on department protocol. 11

12 3. In order to view the actual BOS service request submitted, click on the Generic eform link within either the Service Request Details section or the History section. The service request eform will open in a new internet browser window. When finished reviewing the service request, close out the eform by clicking on the internet browser close button ( ). 12

13 4. After reviewing the request, the next step is to add a note, detailing any next steps. To add a note, click on Add Note. 5. Type the note within the text box and then click on Add Service Request Note All notes added to service requests MUST be professional. Notes can be sunshined and are a part of a public record. To cancel the note, click on the blue Cancel link ( ). Attachments can also be added, by clicking on the Browse button. 13

14 6. After adding a note, the next step is to determine the appropriate course of action. The service request may need to be Updated, Released, Reallocated, or Closed. To continue processing the service request, use the breadcrumb trail to maneuver from the View Note page to the Case (number) page. Click on Case (number). 14

15 Updating a Service Request Clicking the Update button allows for the modification of details about the service request (i.e., Priority, Title, etc.). Save each submission by clicking on the Update Service Request button. Every title and/or description MUST remain professional. The title and description can be viewed by the public through the online Self Service Portal (SSP). 15

16 Releasing a Service Request Clicking the Release button returns the service request to the same queue. This allows for another colleague to then select the service request for processing. Reallocating a Service Request Clicking on the Reallocate button assumes that the user is finished with service request handling, but further work is required to complete the request. Available options are to reallocate to your District s Hold Queue or, in the event of an error, reallocate back to 311 (CSP Supervisor Queue). 16

17 Reallocating to the Hold Queue The Hold Queue is designed to be a waiting area for service requests. Use the Hold Queue to remove those service requests that cannot be closed (because further work is pending) from the main District Queue. 1. Underneath the More Actions tab, click on Reallocate 2. Select your Department s Hold Queue from the Allocate to a queue drop down menu The Queue list is in alphabetical order. If you do not see your District s Hold Queue in the list, click on the All Queues button ( ) and then find your District s Hold Queue. 17

18 3. Select Requires special attention from the Title drop down menu You can create your own reallocation title by clicking on the Define Custom Title ( ) button. 4. If necessary, enter a reallocation description in the Description text box 18

19 5. Click on Reallocate Case You can always cancel out the Reallocation by clicking on the blue Cancel link. 19

20 Reallocating to 311 (CSP Supervisor Queue) In the event that a service request was routed to your District in error, you can reallocate back to 311 using the CSP Supervisor Queue. 1. Underneath the More Actions tab, click on Reallocate 2. Click on the All Queues button ( ) and select the CSP Supervisor Queue from the Allocate to a queue drop down menu The Queue list is in alphabetical order. 20

21 3. Select Incorrect Queue from the Title drop down menu 4. Enter a reallocation description in the Description text box When reallocating a service request that has been misrouted to your District, you must always add a note in the Description field explaining why the service request was misrouted. Examples include, Not ours, this is handled by XYZ Department or Not ours, not sure who handles this type of request. Never reallocate to the 311 CSP Supervisor Queue without a reallocation description. 21

22 5. Click on Reallocate Case You can always cancel out the Reallocation by clicking on the blue Cancel link. 22

23 ing the Customer Virtual Office users can send outgoing to constituents, using various personalized templates, which will automatically fill with the constituent s service request number. Virtual Office users can also compose a message from scratch that automatically references the service request number. In order to send an to a constituent, Virtual Office users must send the prior to closing the service request. cannot be sent to a constituent through Virtual Office once a service request is closed. through Virtual Office is for one way communication only. Virtual Office users can send an outgoing to constituents, but constituents cannot respond back to Virtual Office users. If the customer s issue requires two way communication, Virtual Office users must communicate through another channel (i.e., over the phone, through CCSF ). When communicating through another channel, be sure to note the service request accordingly. Available personalized templates include: Send Info to Customer Send SR # to Customer Need Info from Customer Send SR Closing Info Send SR Update 23

24 Send Info to Customer Template Usage: The Send Info to Customer template is designed for Virtual Office users to send City Government information (i.e., links to website information, links to documents) to the constituent. Template: PLEASE DO NOT RESPOND TO THIS . INSTRUCTIONS ARE PROVIDED BELOW FOR CONTACTING SF311. Dear Customer, Thank you for contacting the San Francisco 311 Customer Service Center. Our Agency has been assigned to respond to Service Request <SR number automatically fills>. Below is the information you requested: ****[Copy and paste URL/information requested here.]****** You may submit any additional requests or obtain information at or call in San Francisco 7 days a week, 24 hours a day. For 24 x 7 assistance outside of San Francisco, please dial (415) For TTY, dial (415) Sincerely, <Name of the Virtual Office User automatically fills> <Name of Department automatically fills> City and County of San Francisco How do I... Report a service request? Find information about City Services? Provide feedback on 311 services? Note: This and its attachments (if any) may be confidential and is/are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this and its attachment, you must take no action based upon them, nor must you copy or show them to anyone. Please call 3-1-1/TTY (415) if you believe you have received this in error. 24

25 Send SR # to Customer Template Usage: The Send SR # to Customer template is designed for Virtual Office users to send an to the constituent, containing the service request number and instruction on how to track their service request online. Template: PLEASE DO NOT RESPOND TO THIS . INSTRUCTIONS ARE PROVIDED BELOW FOR CONTACTING SF311. Dear Customer, Thank you for contacting the San Francisco 311 Customer Service Center. Our Agency has been assigned to respond to your Service Request. Your tracking number regarding your request for service is <SR number automatically fills>. You may check the status of this service request or provide additional information regarding this request at sf311.org/track and enter your Tracking Number <SR number automatically fills> and address. You may submit any additional requests or obtain information at or call in San Francisco 7 days a week, 24 hours a day. For 24 x 7 assistance outside of San Francisco, please dial (415) For TTY, dial (415) Sincerely, <Name of the Virtual Office User automatically fills> <Name of Department automatically fills> City and County of San Francisco How do I... Report a service request? Find information about City Services? Provide feedback on 311 services? Note: This and its attachments (if any) may be confidential and is/are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this and its attachment, you must take no action based upon them, nor must you copy or show them to anyone. Please call 3-1-1/TTY (415) if you believe you have received this in error. 25

26 Need Info from Customer Template Usage: The Need Info from Customer template is designed for Virtual Office users to send an to the constituent, containing the service request number and instruction on how to track their service request online. Template: PLEASE DO NOT RESPOND TO THIS . INSTRUCTIONS ARE PROVIDED BELOW FOR CONTACTING SF311. Dear Customer, Thank you for contacting the San Francisco 311 Customer Service Center. Our Agency has been assigned to respond to Service Request <SR number automatically fills>. In order to handle your request we will need to following information. ****[Enter your request for the customer here.]***** Go to and enter your Tracking Number <SR number automatically fills> and address. You can then add a note to your case that includes the information requested above. If you have any additional requests or questions, go to or call in San Francisco 7 days a week, 24 hours a day. For 24 x 7 assistance outside of San Francisco, please dial (415) For TTY, dial (415) Sincerely, Sincerely, <Name of the Virtual Office User automatically fills> <Name of Department automatically fills> City and County of San Francisco How do I... Report a service request? Find information about City Services? Provide feedback on 311 services? Note: This and its attachments (if any) may be confidential and is/are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this and its attachment, you must take no action based upon them, nor must you copy or show them to anyone. Please call 3-1-1/TTY (415) if you believe you have received this in error. 26

27 Send SR Closing Info to Customer Template Usage: The Send SR Closing Info to Customer template is designed for Virtual Office users to send an to the constituent, containing the reason (the closing note) that the service request was closed. Template: PLEASE DO NOT RESPOND TO THIS . INSTRUCTIONS ARE PROVIDED BELOW FOR CONTACTING SF311. Dear Customer, Thank you for contacting the San Francisco 311 Customer Service Center. Service Request <SR number automatically fills> has been assigned to our Agency and the following action was taken to complete the request. ***Copy closing note here.*** You may submit any additional requests or obtain information at or call in San Francisco 7 days a week, 24 hours a day. For 24 x 7 assistance outside of San Francisco, please dial (415) For TTY, dial (415) Sincerely, Sincerely, <Name of the Virtual Office User automatically fills> <Name of Department automatically fills> City and County of San Francisco How do I... Report a service request? Find information about City Services? Provide feedback on 311 services? Note: This and its attachments (if any) may be confidential and is/are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this and its attachment, you must take no action based upon them, nor must you copy or show them to anyone. Please call 3-1-1/TTY (415) if you believe you have received this in error. 27

28 Send SR Update Template Usage: The Send SR Update template is designed for Virtual Office users to send an to the constituent, containing any service request updates (notes). Template: PLEASE DO NOT RESPOND TO THIS . INSTRUCTIONS ARE PROVIDED BELOW FOR CONTACTING SF311. Dear Customer, Thank you for contacting the San Francisco 311 Customer Service Center. Service Request <SR number automatically fills> has been assigned to our Agency. I am sending the following information to update you about your request. ***Copy case note here.*** You may check the status of your service request or provide additional information regarding this request at and enter your Tracking Number <SR number automatically fills> and address. You may submit any additional requests or obtain information at or call in San Francisco 7 days a week, 24 hours a day. For 24 x 7 assistance outside of San Francisco, please dial (415) For TTY, dial (415) Sincerely, Sincerely, <Name of the Virtual Office User automatically fills> <Name of Department automatically fills> City and County of San Francisco How do I... Report a service request? Find information about City Services? Provide feedback on 311 services? Note: This and its attachments (if any) may be confidential and is/are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this and its attachment, you must take no action based upon them, nor must you copy or show them to anyone. Please call 3-1-1/TTY (415) if you believe you have received this in error. 28

29 Sending an to the Customer through Virtual Office is for one way communication only. Virtual Office users can send an outgoing to constituents, but constituents cannot respond back to Virtual Office users. If the constituent s issue requires two way communication, Virtual Office users must communicate through another channel (i.e., over the phone, through CCSF ). When communicating through another channel, be sure to note the service request accordingly. Use the following procedures to send an to a customer. 1. Select under the Respond via button 2. Click the Department Templates link You can also select Create without template (at the top), which allows you to compose a message from scratch that automatically references the service request number. 29

30 3. Click on the appropriate template name link You can hover over the Templates Names in Virtual Office to see a preview before selecting. The hover over function may split words at the end of the line in half. This does not happen when you actually select and use an template. 4. Read through the template and make any additions and/or edits 30

31 5. Click Send After clicking the Send button, you will be returned to the Service Request Details Screen. A copy of the will be listed in the History section. You can click on the Out link to review the outgoing . 31

32 Closing a Service Request Clicking the Close button allows for the service request to be closed when the issue has been resolved (i.e., no further work is required). 1. From the Service Request Details page, click on Close 2. Select the Title (reason) for closure using the drop down menu When closing Certificate of Honor Requests, select either Issued or Not Issued from the drop down menu. When closing Event Requests or Meeting Requests, select either Scheduled or Not Scheduled from the drop down menu. When closing General Requests, select Case Resolved from the drop down menu. 32

33 3. If applicable, enter a close Description in the text box Please keep closing notes short, to the point, and be sure to avoid too much punctuation! All close notes added to service requests MUST be professional, as notes can be sunshined and are a part of a public record. 4. Click on Close Service Request You can always cancel out the Closing process by clicking on the blue Cancel link. 33

34 Service Request Search The Case Search function allows for the searching of service requests. This includes both open and closed service requests! At this time, we will only search using Service Request Reference number. 1. From the Home page, click on Cases 2. From the Cases menu click Case Search 34

35 3. Enter the service request number in the Service Request Ref # field and click Case Search 35

36 Reopening Service Requests Once closed, service requests may be reopened. This is especially useful if the service request was closed in error, or if the service request was closed and new notes need to be added. 1. Search for the service request using the Cases Search function 2. Once the service request has been found, click on the Reopen button at the top of the Case Details screen After clicking on the Reopen button, the Reopen Cases screen will appear. 36

37 3. Select either the District G Queue or the District G Hold Queue from the Allocate to a queue drop down menu 4. Enter a reopen Reason and click Reopen You can always cancel out the Reopening by clicking on the blue Cancel link. 37

38 Organize Service Requests The Organize feature allows for the reallocation and closure of multiple service requests, at the same time. Reallocating Multiple Service Requests 1. After taking ownership of all of the cases that require reallocation, click on Organize 2. Select one or more cases by clicking the checkbox next to the appropriate service requests Clicking the check box at the top of the first column, will automatically select all of the service requests on that page. 38

39 3. Select the Allocate to a queue radio button 4. Click Next 5. Select either the District s Hold Queue or the CSP Supervisor Queue from the Allocate to a queue drop down menu The Queue list is in alphabetical order. 39

40 6. Select the appropriate title from the Title drop down menu 7. Enter a reallocation description in the Description text box When reallocating service requests to the 311 CSP Supervisor Queue that have been misrouted to your District, you must always add a note in the Description field explaining why the service requests were misrouted. Examples include, Not ours, this is handled by XYZ Department or Not ours, not sure who handles this type of request. Never reallocate to the 311 CSP Supervisor Queue without a reallocation description. 40

41 8. Click on Reallocate Service Request(s) You can always cancel out the Reallocation by clicking on the blue Cancel link. 41

42 Closing Multiple Service Requests 1. After taking ownership of all of the cases that require closure, click on Organize 2. Select one or more cases by clicking the checkbox next to the appropriate service requests Clicking the check box at the top of the first column, will automatically select all of the service requests. 42

43 3. Select the Close radio button 4. Click Next 5. Select the appropriate Title from the drop down menu When closing Certificate of Honor Requests, select either Issued or Not Issued from the drop down menu. When closing Event Requests or Meeting Requests, select either Scheduled or Not Scheduled from the drop down menu. When closing General Requests, select Case Resolved from the drop down menu. 43

44 6. If applicable, enter a close Description in the text box Please keep closing notes short, to the point, and be sure to avoid too much punctuation! All close notes added to service requests MUST be professional. Notes can be sunshined and are a part of a public record. 7. Click on Close Service Request(s) You can always cancel out the Closing process by clicking on the blue Cancel link. 44

45 Exporting Service Requests Service Requests lists can be exported to Excel, CSV, XML, and/or PDF documents. This functionality enables the creation and/or printing of workload. Available Cases, Open Cases, and Assigned Cases lists can all be exported. 1. Click on the appropriate export format 2. Select either Open or Save 45

46 Exiting Virtual Office When finished using the Virtual Office application, follow these steps to log out of the system and close the browser window. 1. Click Log Out on the Information Bar at the top (right hand corner) of the screen 2. The following message will appear: 3. Click the Internet Browser close button ( ) for the Lagan application to complete the logout process 46