埃塞克斯郡议会：寻找不满的根源
公司规模
Large Corporate
地区
- Europe
国家
- United Kingdom
产品
- Aptean Respond
技术栈
- Business Intelligence
- Quality Assurance
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 城市与自治市
适用功能
- 质量保证
服务
- 系统集成
关于客户
埃塞克斯郡议会是位于切姆斯福德的上级地方当局，也是埃塞克斯郡的主要公共部门机构。议会负责公路、社会福利、基础设施和教育等事务。自 2008 年以来，议会一直在使用 Aptean 的投诉和反馈管理解决方案 Respond 来管理入站查询和投诉，包括地方政府监察员 (LGO) 投诉、首席执行官信函、企业和社会福利法定投诉、会员服务查询（为郡议员提供的服务）以及信息自由和环境影响监管请求。虽然埃塞克斯 CC 的初始 Respond 系统在实施时符合用途，但埃塞克斯 CC 意识到其自身技术和 Respond 的技术从那时起都取得了长足的进步。
挑战
埃塞克斯郡议会 (Essex CC) 自 2008 年以来一直使用 Aptean 的 Respond 系统来管理入站查询和投诉。然而，随着技术和议会自身流程的发展，旧版 Respond 已难以满足议会的需求。议会需要更清晰地报告 Respond 中的数据，而旧版难以满足这一需求。缺乏商业智能 (BI) 使得埃塞克斯 CC 难以找到问题的根源并在整个议会范围内采取预防措施。议会还需要公开报告法定投诉数据，而使用旧版 Respond 很难提取这些数据。总体而言，报告流程非常手动，包括运行不同的报告，然后在系统外合并它们。议会还发现质量保证 (QA) 流程效率低下，该流程手动且耗时，并且容易出错。委员会需要一个简单的界面来显示用户的进度，并允许他们从更长的查询或投诉类型列表中进行选择，并在需要时进行更新。
解决方案
Essex CC 认为最有效的解决方案是升级到最新版本的 Respond，而不是从头开始采用完全不同的解决方案。升级将能够支持他们持续的需求，并为他们提供所需的洞察力和效率。最新版本的 Respond 是案例和投诉管理技术的一次飞跃，该版本非常适合 Essex CC 与其改进的内部流程保持一致。与 Aptean 的客户解决方案团队密切合作，升级于 3 月最后一天完成，两天后由议会员工使用。最新版本的 Respond 具有新的和改进的工具，为 Essex CC 提供了他们所需的报告清晰度，以及可管理的工作流程和 QA 流程。
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