With over 100 different ‘Request for Service’ forms, both Palmerston North City Council and Horizons Regional Council required a robust and configurable system to streamline their new After-Hours Contact Centre.
Substantial amounts of data would also need to be pulled from each council to ensure processes were streamlined correctly. This data would also need to be standardised, and in a searchable format.
With each different ‘Request for Service’ form, a new process had to be defined and created to match the different process for each council. An example was information required for noise complaints and the follow-up steps employed by each council.
Given the different areas the Councils operated in, a critical success factor was for after-hours staff to be able to handle any call regardless of the origin of the calls; whether in Wanganui or Palmerston North.
Knowledge and information had to be easily accessed to handle thousands of calls each month, with staff providing faster resolution times.
With staff located in different regions, the system needed to be readily picked up and easy to understand, ensuring training was minimal.