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Enquiry Management System:Service Standards and

Business Rules

Enquiry Management System: a standardised system that delivers quality customer service and provides afoundation for continued refinement and process improvement.

Key Terminology:

Contact Point: Initial point to where an enquiry is made.

Referral Point:The Point to where an enquiry is referred to for specialist service or information.

Responsible Staff:

Staff with enquiry management responsibilities at University contact and referral points.

1 Service Standards

We are committed to:

Providing stakeholders with accurate and timely information about the range of opportunities, services andfacilities available at Edith Cowan University.

The service standards outlined below detail the level of service we will provide our customers.

1.1 Over-arching Service Standards we will:

1. Maintain a friendly, helpful and courteous manner at all times.

2. Provide accurate and up-to-date information.

3. Afford stakeholders maximum access to information.

4. Provide reliable and easy to use self-service facilities where possible.

5. Ensure ECU contact points are clearly and widely advertised.

6. Limit customer referrals.

7. Commit the necessary resources to maintaining an efficient and effective Enquiry ManagementSystem by taking responsibility for enquiry closure at either initial point of contact or primary referralpoint even through peak enquiry periods.

8. Ensure staff with enquiry management responsibilities are properly informed, adequately skilled andcommitted to meeting service standard expectations.

9. Protect personal and private information.

10. Seek feedback on our performance and routinely monitor the extent to which these service standardsare being met and, where necessary, implement improvement strategies.

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1.2 Telephone Enquiries

Service Standards - we will:

1. Respond to customer queries in a professional and friendly manner at all times.

2. Ensure caller wait-time does not exceed 5 minutes.

3. Use a standard greeting on the telephone e.g. ECU Contact Centre, this is(name) speaking. How canI help?

4. Advise customers when their query is to be passed on to a referral point and endeavour to limitcustomer referrals to one (1) designated referral point.

5. Ensure supervised transfer of calls to and between referral points i.e. staff will hand-over calls to a newperson when required, rather than transferring the call unannounced.

6. Ensure customer service is available between the hours of 8.30am 5pm at contact and referral pointsacross the University on all designated University working days.

7. Close 70% of all enquiries at contact point.

8. Close 100% of referred enquires at referral point acknowledging:

a) that in some instances there maybe a need for highly specialised input that goes beyond theknowledge of enquiry management staff at referral points. In the instance where the informationrequested is not immediately available, the customer will be informed of the status of their requestand when to expect the information. Responsibility for enquiry closure remains with the referral point.

b) that in the instance where an enquiry is transferred to the incorrect referral point, the enquiry (alongwith the responsibly for call closure) can be transferred directly to the correct referral point.

9. Respond to telephone enquires, including those forwarded to a referral point via e-mail, within one (1)working day. In the instance where the University is unable to answer the enquirywithin one workingday, customers will be provided with an estimate of time based on the complexity of the enquiry.

1.3 Walk-in / Counter Enquiries

Service Standards we will:

1. Respond to customer queries in a professional and friendly manner at all times

2. Ensure that information points are widely advertised and clearly identifiable using internationallyrecognised signage.

3. Provide an accessible environment that is welcoming, safe and friendly.

4. Ensure designated information points across all campuses are adequately staffed during advertisedhours or as per the EBA; and that periods of seasonal enquiry over-load are accommodated.

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5. Respond to counter enquiries within 30 minutes of enquiry registration noting the need for someflexibility at peak periods of the year.

6. Endeavour to limit customer referrals to one designated referral point.

7. Resolve enquires within 2 working days. In the instance where the University is unable to fully respondwithin two (2) working days, customers will be provided with an estimate of time based on thecomplexity of the inquiry.

8. Close 70% of all enquiries at initial point of contact.

9. Close 100% of referred enquires at point of referral - acknowledging that there maybe a need forhighly specialised input that goes beyond the knowledge of staff at the designated referral point. In theinstance where the information requested is not immediately available, the customer will be informedof the status of their request and when to expect the information. In this instance responsibility forenquiry closure remains with the referral point.

10. Ensure customer information is accurate and up-to-date (recognising the need for customer input e.g.advising change personal details).

1.4 E- Mail Enquiries

Service Standards we will:

1. Respond to customer queries in a professional and friendly manner at all times.

2. Automatically acknowledge all e-mail enquiries within 10 minutes.

3. Resolve all e-mail enquires within two (2) working days. In the instance where the University is unable tofully respond within two (2) working days, customers will be provided with an estimate of time based on

the complexity of the enquiry.

4. Ensure the subject heading used in the e-mail response matches the enquiry.

5. Ensure uniform responses to frequently asked questions by accessing the frequently asked questionscontained in the Ask Us data-base when responding to e-mails and; ensuring responses to newqueries are included into the Database where appropriate.

6. Ensure customer receives a clean response which does not contain internal communication traffic.

7. Use the customers name as provided when responding and identify ourselves by name in all customertransactions.

8. Whenever possible, attach relevant documentation to our response or provide links to useful information.

9. Inform customer of progress towards resolving their issue and advise them when their query is beingpassed on to a referral point.

10. Endeavour to limit e-mail referrals to one.

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2 Business Rules

2.1 General Business Rules:

In order to achieve optimum service for our students, the Enquiry Management System will beserviced between the hours of 8.30am 5pm. Discussions will need to be held with relevantstaff to determine the best way to achieve this objective.

Staff answering enquiries at the contact point will make a reasonable effort to provide theinformation sought and will only refer when specialist information not contained within the data-base or another approved information source, is requested.

Responsibility for enquiry closure rests with the contact or referral point. Noting that:

o In some instances the referral point may need additional advice regarding particularlycomplex or detailed issues. In the instance where a caller needs to speak directly to thesource of that specialist knowledge, responsibility for ensuring and recording call closureremains with the referral point.

o Call transfer within the one referral point is appropriate.o Enquiries incorrectly referred should be transferred onto the correct referral point. In this

instance, responsibility for call closure rests with the correct referral point.

Enquiry Management staff will log out of both Solidus and RightNow when not using the system.

Requests for new log-ins for additional staff users will be made to the Enquiry ManagementSystem, central administrator as appointed by the University.

2.2 Business Rules - Telephone Enquiry:

The University will advertise two telephone contact numbers - 134328 for calls within Australia

and 618 630 40000 for calls outside of Australia. Other essential service numbers will continue to be advertised on the ECU Contact Us page:

These include:

o 6304 3333 - Security

o 6304 2000 - Student Contact Centre

o 6304 6000 - I.T. Service Desk

o 9273 8499 - ECU (I)

o 9780 7777 ECU SouthWest

o 9273 8816 WAAPA Box Office

o ECU Sports Joondalup 6304 5000o ECU Sports Mt Lawley 9370 6251

o Library Joondalup 6304 5636

o Library Mt Lawley 9370 6251

o Library Bunbury 978 07740

o Library Churchlands 9273 8214

o ECU Bookshop Joondalup 6304 2233

o ECU Bookshop Mt Lawley 9370 6420

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o ECU Bookshop Bunbury 978 07756

o ECU Bookshop Churchlands 9273 8389

The group referral contact details of schools and faculties will not be published on the ECUContact Us page, but can be promoted on School / Centre websites until further review.

Individuals extensions should not be advertised on Centre or Faculty websites without alegitimate business case. Business cases will be considered by the Enquiry Management SystemProcess Owner.

The Student Contact Centre and the Student Recruitment Office will serve as primary contactpoints for telephone enquiries.

The Student Contact Centre will provide back-up to referral points during business hours in theinstance when no referral point staff are logged into the system. Utilising SCC as a call overflowfacility during business hours will be limited to exceptional circumstances of acute importanceand / or to unforeseen incidents.

SCC back-up will be limited to one hour this timeframe can be negotiated if necessary.

Where the closure of a referral point is pre-scheduled, Line Supervisors are asked to notify SoniaLight (with CC to Stephen Baker) two days before hand so that the SCC can ensure adequatestaff are available to manage the increased call volume. Sonia Light will confirm suitability of thearrangement via return email.

When possible referral points are asked to limit their planned use of SCC back-up until after 2pmand during non SSC peak periods.

Where the Student Contact Centre is required to provide back-up, they will generate an e-mail tothe referral point with the callers details and a call back request. Once the e-mail has beenforwarded to the referral point, the responsibility for enquiry closure rests with the referral point.

Enquires coming directly to referral point telephone number will be captured by the EnquiryManagement System. Enquires that are made directly to individual extension numbers will

remain outside the Enquiry Management System.

Where possible the ECU switchboard will direct enquiries to the relevant contact or referral point.Transferring calls directly to individual extensions should be limited to the instances where thecaller requests an extension or, where no referral point has been set-up to specifically answer theenquiry type e.g. Accounts payable / receivable, student accommodation.

Priority will be given to providing a human response to telephone enquiries during business hoursand directing callers to the Ask Us self-help service after-hours. Use of voice mail will belimited to individual extensions and will not be a standard feature at contact and referral pointsduring business or after business hours. Exceptions to this may be made on presentation of alegitimate business case to the Enquiry Management System Process Owner.

Faculties, Schools and Centres will advertise the Universitys generic telephone contact numbers

on all promotional and advertising material. Exceptions will be made at the discretion of theEnquiry Management System Process Owner within the Universitys Executive.

Academic and Service Centre staff are required to promote the Universitys generic contacttelephone numbers for student enquiries. Distribution of individual extension numbers is at thediscretion of individual staff.

The Perth-based Student Contact Centre and the Student Recruitment Office will manage allcalls from current students and prospective students with the exception of telephone enquiriesfrom prospective students interested in studying at Bunbury; or students currently studying at theBunbury campus where the particular enquiry relates to one or more of the following matters:

Student Recruitment

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Enrolment (Unit selection) Campus Events Campus Related (Lost & Found, etc) Follow up of an original SW query Media/Marketing Counselling

Enquiries relating to these issues will be referred to the Bunbury referral point.

2.3 Business Rules - E-mail Enquiry:

ECU will promote one generic e-mail address: enquiries@ecu.edu.au This will be published onthe Contact Us Web page and on all promotional material.

E-mail enquiries will be directed to the Ask Us database in the first instance. E-mails will beautomatically routed to the relevant referral point on the basis of enquiry type selection or by theStudent Contact Centre when necessary.

The e-mail address of each School / Faculty / Centre will not appear on the Contact Us page

but can be promoted on the individual website.

E-mails that go directly to referral point addresses will be captured by the Enquiry ManagementSystem through RightNow and will require close-off.

Enquiries made directly to the individual e-mail addresses of enquiry management staff will notbe captured by the Enquiry Management System.

E-mail enquiries from prospective students interested in studies at ECU Southwest should beforwarded directly to the Bunbury group email address southwest@ecu.edu.au Bunburyenquiries can be identified by:

o postcode of inquiry - 62xx to 63xx;

o campus of attendance/interest - specified South West or Bunbury;

o phone number commencing 97xx xxxx;

o course of interest - Social Work, Surf Science, Creative Industries, ComputerTechnology, Diploma of Science, Primary and Middle Years.

2.4 Business Rules - Web-based Enquiry:

All prospective, current and past students, members of the public and ECU staff will have accessto the Ask Us database.

The quality of the information contained in the database remains the responsibility of eachFaculty or Centre. Each referral point will nominate the individual(s) who will have responsibilityfor ensuring the accuracy of FAQs listed.

Existing FAQs data-bases established in Centres and Faculties will be incorporated into the ECUAsk Us database to ensure the University has one definitive and quality assured informationsource. Continued use of localised information databases is not supported.

Where possible standardised answers will be provided.

Centres and Schools / Faculties can continue to advertise their respective websites onpromotional material.