The Challenge To develop a dashboard to track closeout of customer service complaints and requests. The Asset Services Team wanted to be able to analyse and manage service requests more effectively. In addition, monthly reporting was time-consuming and onerous. The challenge was to develop an efficient report compilation, closeout tracking and analysis tool for internal use.
Finding a Solution Cast Solutions worked with the Asset Services Team to understand the specific service metrics, data sources and reporting requirements. A proof of concept phase was key to assessing possible metrics, data quality and the nature of help desk requests from residents and businesses in the community. Qlik was seen as a suitable tool due to the self-service nature and ease of producing data visualisations and monthly reports.
The Outcome Cast Solutions developed a tool with a simple dashboard, suitable for the initial phase. With increasing focus on data sharing and open data by LGAs and other Government organisations, the tool is seen as a potential solution across other parts of the organisation.
The Client A Local Government organisation (LGA) with rapid growth in population and service level expectations. Customer service requests and close out of issues is known to directly impact community and customer satisfaction. The Asset Services team is pro-active is seeking and adopting new approaches to delivering exceptional service performance and community outcomes.