9.2 Milestones for Priority 1 - Improving Customer Service
Our aim is that by March 2007 customers will be experiencing an improved level of service, which will be evidenced by improved performance indicators, through: the contact centre, the impact of the introduction of customer service standards and the improved web site.
Table 17 - Improving Customer Service Milestones
|
# |
Milestone |
By when |
PFH |
Responsible Officer |
|
1 |
Completing IEG in terms of 100% for BV157 and achievement of the required priority outcomes. |
Q1 06 |
RSI&CS |
Steve Rayment |
|
2 |
Contact Centre – completion of Phases 1 and 2 with integration with CRM |
Q2 06 |
RSI&CS |
Steve Rayment |
|
3 |
Publicity for availability of transactional services on our web-site (with launch of customer service standards) |
Q2 06 |
RSI&CS |
Steve Rayment, Steve Hampson, Sally Carroll |
|
4 |
Service First – public launch of new customer service standards |
Q2 06 |
RSI&CS |
Steve Hampson |
|
5 |
Service First - First integrated half year monitoring report on customer service standards and complaints |
Q3 06 |
RSI&CS |
Steve Hampson |
|
6 |
Service First: Approval of a Customer Access Strategy |
Q3 06 |
RSI&CS |
Steve Hampson |