Customer Service ‘CSA’ Interactive Voice Response (Call Directory Options) ‘IVR’ Electronic Document Management System (Anite) ‘EDMS’ Severe Mental Impairment ‘SMI’ Council Tax Support Scheme ‘CTS’ Customer Satisfaction ‘CSAT’ Revenues and Benefits CRM / Workflow System ‘Academy’ Front office - Activities and Functions The following Front Office functions are to transfer from the Partner to the Council, these include: The Call Centre Function The Face to Face Function The Cashiers Function The following activities shall become the responsibility of the Council and will be delivered by the Front Office. The specific processes within each function are listed below: Functional Process Description Unit No Face to Face FF.4 Face to Face: Terminals Face to Face FF.3 Face to Face: Fast Track Transactions Face to Face FF.2 Face to Face Appointments Face to Face FF.1 Face to Face Enquiries Cashiers CS.1 Cashiers Processing Pay Ins – Cashiers CS.2 Cashiers Order Money From the Bank – Cashiers CS.3 Cashiers Cash Pay-out & Advances – Cashiers CS.4 Cashiers RD Cheques – Cashiers CS.5 Cashiers - Reimbursements Cashiers CS.6 Cashiers Car Parking – Cashiers CS.7 Cashiers Cheques for The Education Service –
‘CSA’ Customer Service ‘IVR’ Interactive Voice Response (Call Directory Options) ‘EDMS’ Electronic Document Management System (Anite) ‘SMI’ Severe Mental Impairment ‘CTS’ Council Tax Support Scheme ‘CSAT’ Customer Satisfaction ‘Academy’ Revenues and Benefits CRM / Workflow System Front office - Activities and Functions The following Front Office functions are to transfer from the Partner to the Council, these include: The Call Centre Function The Face to Face Function The Cashiers Function The following activities shall become the responsibility of the Council and will be delivered by the Front Office. The specific processes within each function are listed below: Functional Unit Process No Description Face to Face FF.4 Face to Face: Terminals Face to Face FF.3 Face to Face: Fast Track Transactions Face to Face FF.2 Face to Face Appointments Face to Face FF.1 Face to Face Enquiries Cashiers CS.1 Cashiers – Processing Pay Ins Cashiers CS.2 Cashiers – Order Money From the Bank Cashiers CS.3 Cashiers – Cash Pay-out & Advances Cashiers CS.4 Cashiers – RD Cheques Cashiers CS.5 Cashiers - Reimbursements Cashiers CS.6 Cashiers – Car Parking Cashiers CS.7 Cashiers – Cheques for The Education Service
Schedule%2025%20Revs%20and%20Bens%20v8.0.docx