transparent way for regarding realigned customers costing of SLAs with customers Ensure Key Senior Issue KPIs with Monitor and review Monitor and review Monitor and review Performance Management SLAs and monitor Indicators (KPIs) Team Director of with customers – agreed with CCP to customers are relevant and appropriate Construct a Service Senior Issue Service Monitor and review Monitor and review Monitor and review offering for Management Offering in customers on an Team Director of conjunction with – annual basis Finance to SLAs Work closely with Senior Monitor and review Monitor and review Monitor and review customer Management organisations to Team Director of – provide integrated, CCP to convenient and flexible business solutions Continue to keep Director of CCP Scheduling and Monitor and review Monitor and review Monitor and review customer format of customer partnership forum forums continues to arrangement under be kept review. review Focus groups will be used. Action Lead Year One Year Two Year Three Year Four Responsibility (2017-18) (2018-19) (2019-20) (2020-21) Ensure consistency Senior Update BSO Monitor and review Monitor and review Monitor and review of approach to Management Complaints customer Team Director of Handling Policy – complaints across HR&CS to BSO
transparent way for customers regarding realigned costing of SLAs with customers Ensure Key Performance Indicators (KPIs) agreed with customers are relevant and appropriate Senior Management Team – Director of CCP to Issue KPIs with SLAs and monitor with customers Monitor and review Monitor and review Monitor and review Construct a Service offering for customers on an annual basis Senior Management Team – Director of Finance to Issue Service Offering in conjunction with SLAs Monitor and review Monitor and review Monitor and review Work closely with customer organisations to provide integrated, convenient and flexible business solutions Senior Management Team – Director of CCP to Monitor and review Monitor and review Monitor and review Continue to keep customer partnership forum arrangement under review Director of CCP Scheduling and format of customer forums continues to be kept review. Focus groups will be used. Monitor and review Monitor and review Monitor and review Action Lead Responsibility Year One (2017-18) Year Two (2018-19) Year Three (2019-20) Year Four (2020-21) Ensure consistency of approach to customer complaints across BSO Senior Management Team – Director of HR&CS to Update BSO Complaints Handling Policy Monitor and review Monitor and review Monitor and review
BSO%20CUSTOMER%20RELATIONSHIP%20STRATEGY%202017%20final.docx