| Priority Outcome |
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| Reference: | R28 |
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| Title (unofficial): | Unique reference numbers on enquiries |
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| Category: | 14. Doing business with the council |
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| Suggested Sponsor(s): | Head of Customer Services |
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| ODPM desc: | All email and web form acknowledgements to include unique reference number allocated to allow tracking of enquiry and service response. |
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| IDeA guidance: | Firstly this outcome requires all service-related communication, whether by email or from web forms, to be acknowledged.
Secondly every communication must be logged, using a CRM system or similar technology, and then a unique reference number issued for that communication.
An email notification must be sent to the customer, notifying them of the unique reference number. This acknowledgement may be automatic.
Finally customers should be able to log on to the website, or call the council, and, using the reference number, be able to track the progress of their communication. |
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| ESD Toolkit: | Click here for relevant ESD-Toolkit page | |
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| Nat Projects: | Data is no longer maintained | |
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| LGSL refs: | | |
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| Partnerships: | Data is no longer maintained | |
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| Products: | Data is no longer maintained |
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| Other links: | |
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| Technology components: | A - Customer Database
B - Customer Tracking
C - Data Warehousing
D - Middleware & Web Services
E - Workflow, Messaging & e-Forms
F - Document & Records Management
G - Content Management
H - Security, Authentication & Smartcards
L - Local Land & Property Gazetteer
M - Access Channels |
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| URL for this page: | http://www.brent.gov.uk/egr.nsf/POByRefLP/R28 | |
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