Customer Focus and Support ebusiness and User Support
|
|
- Samantha Parker
- 8 years ago
- Views:
Transcription
1 Customer Focus and Support ebusiness and User Support Lydia Delahaye CRM application manager ebusiness & User Support, PA 11 March
2 Agenda: PA customer services Tracking and Tracing (CRM) Future development Agenda
3 PA CUSTOMER SERVICES: ebusiness & User Support Introduction
4 ebusiness User Support Unit within PD Patent Administration - ebusiness and User Support Staff members are located in The Hague and Munich We focus on giving support to external and internal customers Expertise in customer analysis, problem management and application management (CRM, VoIP/ANCD, LN databases)
5 PA Customer Services concept Customers (calls, s) 1LCS CRM ticket Priority: High = reply to customers within 3 hours Only to be used for: - a customer has to file the same day - a payment needs to be made or cancelled within 2 days - an OLF ticket has been open for more than 3 days and customer calls because he/she needs to file today. - Complaints < 24 Hours reply to customers (depending on the priority) Ticket number given to customers Immediate answer Escalation 25% 75% Update and Close the Ticket Specialists BACK OFFICE Introduction
6 Your 1st Line Customer Support team Bianca Ruijs Coordinator 1LCS
7 ebusiness User Support 1LCS BACK OFFICE - FIRST POINT OF CONTACT FOR EXTERNAL CUSTOMERS - IMMEDIATE ANSWERING OF GENERAL QUESTIONS - IMMEDIATE FILTERING AND ESCALATING OF SPECIFIC QUESTIONS TO THE RELEVANT BACK OFFICE GROUP -DATA CLEANING OF CUSTOMER CONTACT DATA - PROVIDE SUPPORT WITH EPO ONLINE PRODUCTS & SERVICES - PROVIDE GENERAL INFORMATION ON PATENT APPLICATION & GRANTING PROCEDURE - SMART CARD REGISTRATION - SECURE ACCESS TO EPO ONLINE SERVICES - MAINTENANCE OF SMART CARD ACTIVITIES
8 ebusiness User Support The User Support unit provides you with: information about the patent grant procedure under the EPC/PCT information about the EPO technical support for the EPO's online services: online filing of applications, subsequent communications, oppositions online fee payments portal applications Register Plus
9 ebusiness User Support and ISO 9001 ebusiness User Support strives to comply with the Quality Management requirements for a Customer Service (ISO 9001:2008), this is being achieved through: Cooperation, and harmonisation of workflows, with other EPO's teams providing support to external users/customers Design and implementation of a quality management procedure Publication of a Service Charter committing to measurable "Accessibility" and "Timeliness" standards Performance of regular quality review exercises, aimed at verifying to which extent customer requirements are being met
10 User Support published Service Charter (epoline site) Our commitment: All your enquiries are dealt with courteously and professionally and we always take into account any feedback you give us to improve our level of assistance and the usability of the EPO Online Services. We aim to: answer 90% of telephone calls within 20 seconds acknowledge 100% of s, letters and faxes requesting general information about the EPO, the EPC and PCT patent grant procedures and EPO Online Services within 1 working day of receipt resolve 80% of general enquiries about the EPO and the EPC/PCT patent grant procedures within 2 days (95% within 5 days) of receipt resolve 75% of usability issues encountered with EPO Online Services within 2 days (90% within 5 days) of receipt
11 TRACKING AND TRACING (CRM) CRM system
12 CRM = Customer Relationship Management CRM CUSTOMERS customer history, profile, behaviour marketing and tech. info YOUR ACTIVITIES WITH THE EPO s, Calls, SC activities Visits reports YOUR PRODUCTS OR EVENTS OR PROJECTS WITH THE EPO OLF workshop EPO events Mailings Surveys EPO YOUR PROBLEMS YOUR CHANGE REQUESTS YOUR COMPLAINTS Quality & Complaints management 40% File related 25% General 18% Online products 17% Smart Card
13 What is CRM? CRM is about building relationships in order to know our customers better and to increase customer satisfaction. CRM is not only a tool but a way of thinking! All customers contacts history in a single view! (e.g. s, phone calls, visit reports, problems, products in use, participation to events, marketing information) Allows us to be proactive with our customers and give a better service! Introduction
14 CRM = Customer profile on one page! Marketing and technical feedback
15 Key Account Managers in ebusiness & User Support manage the relationship with the top 250 filers at the EPO 'accompany the change' from paper to electronic filing promote and support other Online Services - 'cross-servicing' (mainly Online Fee Payment, Register Plus and WegRegMT) manage market research to identify added value to customers provide support materials (user guides, manuals, brochures, e- tutorials and promotional material) organise and provide training at events (Annual Conferences, User Days, Training Days, Technical User Days, customer visits) deal with various general procedural questions and technical issues encountered by their Customers. Often Your 1st point of contact and supports, monitors and redirects Your requests, Your problems and Your queries
16 Our and Your Key Account Managers Ali Dirgen Brigitte Scholz- Nieuwdorp Gracia Pedrosa Han Hijzelendoorn Mike Lindblom Richard Garvey Julie Cunningham
17 CRM Helpdesk database Allow us to track and trace customer problem and resolution Help us to be more efficient: ticket management (eliminate bottle necks and constraints) ticket age indication ticket summary status of tickets per responsible group or person automatic reminders for open ticket escalation to 3rd level: other group or person Statistics report: by problem type, by assigned to, by status, by ticket age,... CRM system
18 CRM Helpdesk database - Tailor made view (by status, by Assigned To, by company,...) - Advanced Search (by ticket n, by date, by customer,...) - Data protection (Complaint management DQMS) CRM system
19 CRM Helpdesk database What is behind your CRM Ticket N
20 A tailor made CRM in-box/mail template CRM ticket History CRM system
21 CRM Events database Annual Technical Users Day EPO Annual Conferences OLF workshops Manage event tracking: invited, accepted, declined, attended CRM system
22 CRM STATISTIC REPORTS CRM statistics reports
23 CRM Statistic reports: 2009 PA customer services receives an average of 2600 customer queries per month. Number of CRM tickets created per month in Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09 Nov-09 Dec-09 CRM statistics reports
24 CRM Statistic reports: 2009 In 2009, CRM tickets have been registered into the CRM Helpdesk database, from which: 40% are on File related queries (53% in 2008) 17% are On-line products issues (EBD, Mailbox, My epoline, My Files, Online Fee Payment, Online Filing, PatXML, Register Plus, Secure File Inspection, WebRegMT) (20% in 2008) 18% are Smart Cards issues (Smart Cards, GPR relations, Data sharing N.O.) (18% in 2008) 25% are General questions (8% in 2008) The measurement of all general questions answered by 1LCS only started from mid-may 2009, which also explain the increase of CRM tickets registered for General questions. and few queries concerning contacts updates, change requests, procedural questions, 1LCS CRM statistics reports
25 CRM Statistic reports: 2009 EPO efficiency to handle customer queries (ticket closed within 1 day) has increased from 41% in January 2009 to 57% in December In 2009, 25% of the customer queries could be immediately answered by 1LCS. The rest were immediately filtered and escalated with a priority indicator to the relevant Specialists group, via the CRM ticketing system (e.g. Formalities Officers, User Support, Treasure & Account, CDR, SSO, etc...). It creates a BACK OFFICE awareness.
26 CRM BENEFITS Benefits of CRM
27 CRM Benefits Better understanding of our customers and their behaviours: allowing proactive actions (customer training, problem with unit) complete picture of customers: history and future extended knowledge of our customer's behaviour Better efficiency within the EPO on handling customer queries (more transparency, monitoring and statistics) Stronger cooperation between units, departments, DGs General overview on customer activities (external visits, events, surveys and mailings management) Better service towards our Customers through quality control Benefits of CRM
28 FUTURE DEVELOPMENT CRM next
29 Next steps Coming soon, customers trying to contact by phone an absent Formality Officer would be able - if wish - to be transferred to 1LCS Implement 1 single point of contact/service for our external customers To extend the User Support Service Charter on epoline website to the whole EPO, link to ISO compliance Focus group formed of external customers to together develop the Single Patent Process (SPP) Programme Increase further our customer satisfaction CRM next
30 THANK YOU FOR YOUR ATTENTION!
31 ONLINE SERVICES NEWSLETTER AND USER SUPPORT EPO Online Services Newsletter
32 Online Services Newsletter launched in November 2007 includes the latest news product updates event information registration via username/password or smart card "global preferences" "Yes I would like to receive the Online Services Newsletter" EPO Online Services Newsletter
33 Online Services Newsletter EPO Online Services Newsletter
34 More information and for all Your Questions EPO User Support Open: Monday to Friday hrs CET Tel.: Fax: More information
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015
AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationCOMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*
COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun
More informationAnalysis One Code Desc. Transaction Amount. Fiscal Period
Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00
More informationCase 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8
Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007
More informationCENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR
JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf
More informationOur complaints policy has introduced a consistent definition of a complaint across Great Places:
Report Title: A Year of Resolution? Author: Mike Glennon CSV Date: 26 th June 2015 CSV Priority: Championship Introduction: In 2013 we launched a new approach to complaint resolution which, although prevalent
More informationEnhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017
From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days
More informationComputing & Telecommunications Services Monthly Report March 2015
March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified
More informationImplementing Carbon Reduction Without Impacting Working Capital. Presented by Dylan Crompton
Implementing Carbon Reduction Without Impacting Working Capital Presented by Dylan Crompton Evolution of a Carbon Strategy Proactive organisations are on a journey to reduce carbon emissions. Marginal
More informationProposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre
Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal To change the opening hours of the Revenues & Benefits Call Centre to 9am until 5pm Monday to Friday with effect
More informationAshley Institute of Training Schedule of VET Tuition Fees 2015
Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-
More informationConsumer ID Theft Total Costs
Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially
More informationNHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK
09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides
More informationEmployers Compliance with the Health Insurance Act Annual Report 2015
Employers Compliance with the Health Insurance Act Annual Report 2015 ea Health Council Health Council: Employers Compliance with the Health Insurance Act 1970 Annual Report 2015 Contact us: If you would
More informationBROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09
BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 Responsible Member Responsible Head of Service Councillor - James Duddy,
More informationGrowing Your Business Through Email Marketing
Growing Your Business Through Email Marketing Email marketing can be a cost-effective way to acquire new customers, and to enhance relationships with your current customers. Done correctly, email marketing
More informationIMT Performance Metrics and Qualitative Feedback
IMT Performance Metrics and Qualitative Feedback December 2015 Liz McNaughton Content Page 1.0 Executive Summary 1 1.1 Summary of statistics 2 2.0 Service performance 3 2.1 Significant incidents 3 2.1.2
More informationBS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI
BS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI Agenda Energy Management in context Why Energy Management? Business Needs How BS EN 16001 helps organisations meet
More informationCMEMS user requirements and user uptake strategy
CMEMS Service Evolution & User Uptake Workshop CMEMS user requirements and user uptake strategy Dominique Obaton Mercator Océan CMEMS Service Evolution & User Uptake Workshop The Copernicus Marine service
More informationOffice of the. Ombudsman. 2011 Annual Report. Message from the Ombudsman. Listening to you. Customer escalation process. Contact us.
Office of the Ombudsman 2011 Annual Report Message from the Ombudsman Listening to you Customer escalation process Contact us Helping you Message from the Ombudsman It is with pride that I assumed the
More informationCABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services
CABINET 9 th February 2006 Report of the Director of Partnerships and Customer Services ITEM 11 CRM DEVELOPMENT Purpose of the Report To seek approval to the replacement for the Council s Customer Relationship
More informationWelcome to EPO Online Services
Welcome to EPO Online Services Welcome to EPO Online Services! With EPO Online Services you can interact with the European Patent Office electronically in a tailor-made, state-of-the-art secure environment,
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014
2014-2015 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2014 TERM Key: P/T = Part of Term P/T Description
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013
2013-2014 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2013 TERM Key: P/T = Part of Term P/T Description
More informationP/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015
2015-2016 SPECIAL TERM ACADEMIC CALENDAR For Scranton Education Online (SEOL), Masters of Business Administration Online, Masters of Accountancy Online, Health Administration Online, Health Informatics
More informationProject title (in Chinese) 項 目
II Project Information Project title (in English) Project title (in Chinese) HKCAAVQ IT Infrastructure Development 香 港 學 術 及 職 業 資 歷 評 審 局 資 訊 系 統 基 建 發 展 Project 項 目 Project summary (Please provide an
More informationStandard Complaints and Dispute Resolution Procedure
Standard Complaints and Dispute Resolution Procedure Introduction QEnergy has a customer focussed approach to its business and is committed to effective and efficient resolution of customer complaints
More informationKELLER INDEPENDENT SCHOOL DISTRICT
BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence
More informationRequest under the Freedom of Information Act 2000 (FOIA)
Our Ref: 005792/13 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP 8 July 2013 Tel: 101 Ext 800 2507 Fax: 0115 967 2896 Request under the Freedom of Information
More informationRequest under the Freedom of Information Act 2000 (FOIA)
Our Ref: 006683/12 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP 11 December 2012 Tel: 101 Ext 800 2507 Fax: 0115 967 2896 Request under the Freedom
More informationSupport and Escalation Procedures. (incorporating Dispute Resolution Framework)
Support and Escalation Procedures (incorporating Dispute Resolution Framework) Contents Introduction to aql and our services... 2 Purpose of this Code of Practice... 2 Terms and conditions... 2 How to
More informationCHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY
CHILDREN AND YOUNG PEOPLE'S PARTNERSHIP BOARD CHILDREN AND YOUNG PEOPLE'S PLAN: PLANNING AND PERFORMANCE MANAGEMENT STRATEGY 1 Introduction 1.1 The purposes of this strategy are to set out: i) the arrangements
More informationWelcome! Bienvenido! Bem-vindo!
Welcome! Bienvenido! Bem-vindo! Network with Sponsors Growing with 3p Platforms Howard Tung Head of US SEM/ Platforms Agenda Fulfilment options 3rd Party (3p) Platforms Overview Who We Work with and Why
More informationPERFORMANCE WORK STATEMENT (PWS) 3 Aug 15 EXECUTIVE SUMMARY FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT AIR FORCE ACQUSITION TRAINING OFFICE
PERFORMANCE WORK STATEMENT (PWS) FOR AFAEMS / AFVEC / AI PORTAL HELPDESK SUPPORT 3 Aug 15 Name: Organization: AIR FORCE ACQUSITION TRAINING OFFICE SAF/AQH-ATO Address: 555 E STREET WEST, JBSA RANDOLPH,
More informationCustomer Care Charter
Customer Care Charter Maintenance Agreement & Prospectus All rights reserved. No part of this manual may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,
More informationSETSCO. Year 2016 Course Programme. 03 Mar 02 Jun 01 Sep 01 Dec. 21 Dec 15 21 Mar 20 Jun 26 Sep. 01 Feb 02 May 01 Aug 31 Oct.
SETSCO Year 2016 Programme Safety in Welding and Cutting Processes : (6 Hours, 6:00 pm 9:00 pm, Thursday and Friday) Closing 17 Mar 18 Mar 16 Jun 17 Jun 15 Sep 16 Sep 15 Dec 16 Dec 03 Mar 02 Jun 01 Sep
More informationManchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting)
Manchester City Council Report for Information Report to: Subject: Overview and Scrutiny Human Resources Subgroup - 25 January 2011 Managing Attendance (Real Time Absence Reporting) Report of: Assistant
More informationLEWIS SCHOOL OF ENGLISH
LEWIS SCHOOL OF ENGLISH Academic Year Programme 2015 2 www.lewis-school.co.uk/ayp Welcome! Our flexible Academic Year Programme allows you to choose from our range of courses and create your own programme
More informationEducational Technology Services Monthly Report. March, 2009. Prepared by Educational Technology Services, State Fair Community College
Educational Technology Services Monthly Report March, 2009 Prepared by Educational Technology Services, State Fair Community College Robert Paulson, Vice President Service Satisfaction Results HDO Statistics
More informationBT Retail Social Media making it easy for our customers
BT Retail Social Media making it easy for our customers Dawn Walton, GM Central Planning Nigel Elliott, Social Media Channel Manager Kerry Gulloch, Social Media Communities Manager Agenda o How we ended
More informationCity & County of San Francisco Permit & Project Tracking System
City & County of San Francisco Permit & Project Tracking System PPTS Sneak Preview March 20, 2013 Welcome & Opening Statements AGENDA 1. Opening Statements Department Directors 2. Project Background 3.
More informationProduct Maintenance Services. General Terms for Product Maintenance
Product Maintenance Services Product Maintenance Services General Terms for Product Maintenance 2 Contents Product Maintenance Services General Terms for Product Maintenance Terminology Product Life Cycle
More information1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03
1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This
More informationOffice of the. Ombudsman. 2010 Annual Report. A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You
Office of the Ombudsman 2010 Annual Report A Message from Don Moffatt, the Ombudsman Listening to You Enhancing Your Experience Helping You A Message from Don Moffatt, the Ombudsman The Office of the Ombudsman
More informationFrequently Asked Questions (FAQs) Online Filing software
Frequently Asked Questions (FAQs) Online Filing software 1. How much does it cost to use the Online Filing software? The Online Filing software, smart card and smart card reader are available free of charge.
More informationSupply Quality Assurance
Supply Quality Assurance Electric / Gas T&D, Hydro, Solar and Fossil Fuel Power Generation 2014 Supplier Conference Jim Adamson Director, Supplier Quality Assurance Engaging With Suppliers How Supplier
More informationPerformance Measures. First Quarter 2012
Performance Measures First Quarter 2012 1Q2012 Earn & Retain Community Trust 6 Performance Measures: Ridership Cost Efficiency (Cost per Revenue Hour) Cost Effectiveness (Cost per Passenger) Service Effectiveness
More informationDen bredeste Service Desk Service Desk konference SOS Forum
Den bredeste Service Desk Service Desk konference SOS Forum Senior Director Morten Østergaard Director Gitte Ryholl Director Lene Dueholm 1 Agenda Intro How Current Status 2 LEGO Service Center: Direction
More informationProject Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee
Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee Page 1 2 Contents 1. Introduction... 3 1.1 Definition of a... 3 1.2 Why have
More informationComplaint Management and Dispute Resolution Policy- Red Energy
Complaint Management and Dispute Resolution Policy- Red Energy 1. Overview Red Energy is committed to providing a clear, effective and open Complaint Management Process for its customers and staff. Ideally,
More informationMeasuring and Monitoring Customer Experience
Measuring and Monitoring Experience Tom Exeter Sales, Marketing & Experience Executive Sport & Physical Activity, Commercial Services, University of Leeds Background to our organisation. The department
More informationSTL Microsoft Dynamics CRM Consulting and Support Services
STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk
More informationCustomer Service Strategy 2010-2013
Service Strategy 2010-2013 Introduction Our vision for customer service is: Oxfordshire County Council aims to deliver excellent customer service by putting our customers at the heart of everything we
More informationNext Generation Tech (NGT) Competition 2015-16 Authored by Robyn Mussler, CEO, Resolution Management Inc., Career Ed PEF board member, Next
Next Generation Tech (NGT) Competition 2015-16 Authored by Robyn Mussler, CEO, Resolution Management Inc., Career Ed PEF board member, Next Generation Tech Program Chair Next Generation Tech Competition
More informationAnnexure B: Planning, Budgeting and Performance Management Programme
Annexure B:, Budgeting Programme The following are key activities that need take place in more detail than Time frame Nature Period referred Start Finish 2012/09/01 /08/31 /or September /09/01 /09/26 August
More informationResource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager
Resource Management Spreadsheet Capabilities Stuart Dixon Resource Manager Purpose Single view of resource data Shows rolling demand vs supply for 14 months, 2 months back, current month, and 11 forward
More informationIAMUCLA 2.0 SSO Updates
IAMUCLA 2.0 SSO Updates Common Systems Group Meeting July 27, 2015 IAMUCLA 2.0 Projects Password Security Concerns Technology Evolution Health Systems SSO Support Departmental/Service Accounts Testing
More informationEMR Capacity Market Implementation Coordination Workshop
EMR Capacity Market Implementation Coordination Workshop Place your chosen image here. The four corners must just cover the arrow tips. For covers, the three pictures should be the same size and in a straight
More informationBusiness Plan Example. 31 July 2020
Business Plan Example 31 July Index 1. Business Overview 1.1Objectives 1.2Vision Mission and Values 1.3 Keys to Success 2. Business Management 3. Services 2.1 Company Summary 2.2 Company Ownership 2.3
More informationITD Help Desk Traffic Report May 2002
ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University chris_king@ncsu.edu Information
More informationLEGAL SERVICE DESK SUPPORT
3rd Edition August 212 THE GURU S GUIDE FOR LEGAL SERVICE DESK SUPPORT LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More information2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc
July 2015 CM Period 1501075 July 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26
More informationData Quality Rating BAF Ref Impact on BAF Risk Rating
Board of Directors (Public) Item 6.4 Subject: Annual Review of Complaints Process Date of meeting: 28 th April, 2015 Prepared by: Lisa Gurrell Patient and family support Manager Presented by: Sue Pemberton
More informationBest Practices. in Service Desk Migration. Learning Lessons from Electronic Voting Controversies Strategy
Leading IT Service & Support March/April 2007 SM Best Practices in Service Desk Migration Strategy Learning Lessons from Electronic Voting Controversies Strategy Actions Speak Louder Than Words: Substantiating
More informationSupervisor Instructions for Approving Web Time Entry
Supervisor Instructions for Approving Web Time Entry Time Approval Deadlines by Category Local 2110 Members members submit time by NOON on Monday of the pay week. Time should be approved no later than
More informationAgriLife Information Technology IT General Session January 2010
AgriLife Information Technology IT General Session January 2010 Agenda Topics Year in Review Enterprise IT Services Update FirstCall Overview and Next Steps Sophos Antivirus Initiative Update Information/
More informationBETTER INFORMATION LEADS TO BETTER PRIVATE HEALTH INSURANCE DECISIONS
MEDIA RELEASE 24 November 2010 BETTER INFORMATION LEADS TO BETTER PRIVATE HEALTH INSURANCE DECISIONS Australia s leading independent source of information about private health insurance Privatehealth.gov.au,
More informationJeff Haby, P.E. Director Sewer System Improvements. September 15, 2015. Agenda
SAWS Sanitary Sewer Overflow Reduction Program Jeff Haby, P.E. Director Sewer System Improvements SA Military Engineers Meeting Agenda SAWS Overview Consent Decree CD Compliance Programs Program Transition
More informationRoles: Scrum Master & Project Manager
Roles: Scrum Master & Project Manager Scrum Master: Facilitate collaborative meetings Track team performance Remove impediments (Risk, Issue) Validate team alignment to Agile framework and scope Drive
More informationPolicy for the Management of Business Continuity
Policy for the Management of Business Continuity VERSION 2.1 Prepared by: Jeremy Cowen 29 January 2014 Page 1 of 7 1.0 Version Control Date Version Amendment Amended by 12 Jan 2011 1.0 Document created
More informationGain a Clear View: Track and Report on Your Business Development Efforts
Gain a Clear View: Track and Report on Your Business Development Efforts Alexandra Sevilla Marketing and Business Development Manager Blank Rome LLP Raquel Holder Marketing Coordinator Bryan Cave LLP Jessamy
More informationComplaints Annual Report 2011/2012
Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April
More informationConsultation and Engagement Strategy
Consultation and Engagement Strategy Contents: 1. Introduction 2 2. Purpose 3 3. Aims and Objectives 4 4. Key principles 5 5. Delivery of the Strategy 6 6. Action Plan 2011-12 7 Appendix 1 Understanding
More informationOracle Premier Support Services
Oracle Premier Services Jafar Alomari Services Sales Director, Oracle Middle East & Africa Agenda Global Customer Service Delivery Channels Oracle Portfolio Contract Renewal Team
More informationComplaint management policy About this policy
Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers. Contents A Overview... 3 Introduction... 3 Commitment...
More informationFoundation degree in healthcare practice. Lynn Clark Practice Tutor K117 OU in the East Midlands
Foundation degree in healthcare practice Lynn Clark Practice Tutor K117 OU in the East Midlands Today s introduction The programme and possible qualifications Learning with the Open University Staff roles
More informationCAFIS REPORT 2015.10
CAFIS REPORT 2015.10 INDEX Message CAFIS Inbound 03-06 07-08 CAFIS Arch 09-10 CAFIS Brain 11-12 CAFIS Global 13-14 What We Do 15-16 About CAFIS 17-18 Services for Member Stores 19-34 Services for Card
More informationRequest under the Freedom of Information Act 2000 (FOIA)
Our Ref: 000803/14 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP Tel: 101 Ext 800 2507 Fax: 0115 967 2896 19 March 2014 Request under the Freedom of
More informationResponsibilities of groups: Queries to be made by email to the SSO. In an emergency please ring the office, preferably between 10.00 and 16.00.
Group service level agreement The Institute of Physics undertakes to provide administrative support, as detailed below, for its subject and professional groups. The responsibility for this falls to the
More informationUpdate on the Latest Developments of the Madrid System Madrid Working Group Roundtable
Update on the Latest Developments of the Madrid System Madrid Working Group Roundtable Asta Valdimarsdottir Director Operations Division Madrid Registry Geneva Ocotber 23, 2014 Main points 2013 2014 Figures
More informationDetailed guidance for employers
April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition
More informationOne Newport s Performance Management Framework 2014/15
One Newport s Performance Management Framework 2014/15 1) Introduction One Newport s Performance Management Framework (PMF) sets out One Newport s vision for how it plans to manage performance and delivery
More informationChoosing a Cell Phone Plan-Verizon
Choosing a Cell Phone Plan-Verizon Investigating Linear Equations I n 2008, Verizon offered the following cell phone plans to consumers. (Source: www.verizon.com) Verizon: Nationwide Basic Monthly Anytime
More informationDear Potential Merchant,
Dear Potential Merchant, To apply for a Merchant Account at MIT, please complete this Business Plan/Application ( plan ). Once the Merchant Team reviews your plan, you will be notified of your status and
More informationAccident & Emergency Department Clinical Quality Indicators
Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect
More informationAn Introduction to Internal Audits
An BRC Global Standards. Trust in Quality Internal Audits (Section 3.4 excluding 3.4.4) An internal audit is any audit completed by or on behalf of the company, rather than conducted by a second or third
More information3rd Edition August 2012. The Guru s Guide for. Desk Support. Law firm specific metrics & key performance indicators
3rd Edition August 212 The Guru s Guide for Legal Service Desk Support Law firm specific metrics & key performance indicators WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More informationDepartment of Agriculture, Fisheries and Forestry
Department of Agriculture, Fisheries and Forestry Plant Export Operations Service Charter May 2013 v1.1 Page 1 Our role Department of Agriculture, Fisheries and Forestry (DAFF) administers export legislation
More information7 Characteristics of High Performing Firms. Smartsoftware Seminar
7 Characteristics of High Performing Firms Smartsoftware Seminar Key Characteristics 1. Rock Solid Reputation 2. Determined Leadership 3. Enlightened Management 4. Well Managed Projects 5. Innovative Culture
More informationSage ERP MAS 90, 200, 200 SQL, and Sage ERP MAS 500. Supported Versions
Sage ERP MAS 90, 200, 200 SQL, and Sage ERP MAS 500 Supported Versions Current Document: 2012... Page 1 Earlier Documents: 2011... Page 2 2010... Page 3 2009... Page 4 2008... Page 5 Sage ERP MAS 90, 200,
More informationGOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4
GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 APPENDIX A Strategic Planning Process 2016/17 Strategic Planning Process 2016/17 Interlocking processes 5 Year strategic process: reviewed
More informationCustomer Charter. committed to providing a quality service
Customer Charter committed to providing a quality service Food Safety Authority of Ireland Our mission is to protect consumers health and consumers interests by ensuring that food consumed, produced distributed
More informationComplaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway
Complaints handling- Can this be a positive experience? David Hall Clinical Director NHS Dumfries & Galloway A positive experience? Not immediately if you re the one being complained about! Has to be regarded
More information2015 Settlement Calendar for ASX Cash Market Products ¹ Published by ASX Settlement Pty Limited A.B.N 49 008 504 532
2015 Calendar for ASX Cash Market Products ¹ Published by ASX Pty Limited A.B.N 49 008 504 532 Calendar for ASX Cash Market Products¹ ASX Pty Limited (ASX ) operates a trade date plus three Business (T+3)
More informationHow to develop a small business marketing plan
How to develop a small business marketing plan Introduction This template has been designed to assist you in the development of your marketing plan. Once you have undertaken each of the activities in this
More informationPlease review the attached pages, including the AWC Advertising Rate Sheet.
American Women s Club of Thailand 72/1 Sukhumvit 38 Tel: 02-712-3380 Fax: 02-712-3919 E-mail: awc@awcthailand.org http://awcthailand.org/ Reaching the AWC members by advertising your goods and services
More informationYour Alumni Community. An Alumni Community for Every School and College
Your Alumni Community An Alumni Community for Every School and College INTRODUCTION The Potential s vision is that every state school and college should be supported by a thriving, engaged alumni community.
More information