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Cable & Wireless provide update on initiatives to improve service for GSi customers

By OGCbuying.solutions

A great customer experience comes from good service and good service is all about good people, knowing one another and working well together. That is the aim of Cable & Wireless (C&W) - and they are making significant investments to ensure the service we offer the GSi community continues to improve.

A good place to start is with their new team of Client Executives. Each GSi customer has a named Client Executive aligned to their account. They sit in a part of the business called 'C&WDirect'. They're desk based but not desk bound and have just one purpose: to ensure that Cable & Wireless is easy to do business with.

Your Client Executive is your primary point of contact for commercial issues. Some of the things they can do include

  • Be available, by telephone and on email
  • Understand C&W, it's products, processes and systems to save you time when you have a query
  • Quickly offer you a customer quotation if you want something new or something to change
  • Process new orders, and confirm order references and delivery dates
  • Involve other C&W 'resources' if you need help e.g. technical, legal or commercial teams
  • Help ensure that your orders are delivered on time and billed correctly
  • Help resolve any billing queries
  • Have a 'Buddy' so there is always a secondary point of contact when your primary contact is unavailable.

Every month the Service Managers meet users and conduct formal service review meetings, listening to customers' feedback and comments. At the end of last year, a new, revised scorecard process was launched to more accurately measure the perception of in-life support and communications to GSi users. More Key Performance Indicators (KPIs) were added to track incident resolution/performance, the level of open incidents, the number of complaints and all scorecard results.

The KPIs led C&W to initiate a number of activities as part of the ongoing Service Improvement Plan (SIP) managed between OGCbuying.solutions and C&W. Two critical issues have been targeted for improvement: Summary management information on the GSi community (Highlight Report) and C&W incident/front line activities.

The direct result is now a Management Highlight report, issued monthly and detailing the community, program updates and GSi utilisation statistics. You can see it on the GSi web site and, as part of our commitment to continuous improvement; we would welcome your comments and ideas for enhancement.

Within C&W, the SIP actions relating to Front Line have resulted in a number of improvements including:

  • The appointment of a dedicated GSi community team accessible via the 0800 3160245 support number
  • Process changes in ownership and escalation during incident lifecycle
  • Enhancement to our change and failed change processes.

Outside the two core areas, of front line incident reports and management information (MI), other service improvements have included:

  • Customer MI reports now include information about Service Level Agreement (SLA) achievement
  • An SLA for the Public Sector Interconnect (PSI) offering commitment to PSI performance
  • Improved web browsing experience by the delivery of the Secure Internet Gateway
  • Improved Concorde reporting
  • Enhancements to the GSi Directory platform
  • And not forgetting, the roll out of the first few local authorities, on Government Connect (GCSx), extends the reach of the GSi, helping to drive collaboration and secure information sharing.

Tony Oliver, Head of Service for the GSi, an C&W is presenting at the March Customer Forums;- this provides a great opportunity to learn more and provide your comments on the service improvements. SIP initiatives currently in progress include:

  • Further improvements to GSi MI, Highlight Report and Customer MI
  • Service Executive role review
  • Incident Resolution - data and analysis
  • Update and re-branding of the eRoS website
  • Creation of a simple Concord handbook
  • Proactive project to identify and contact customers associated/coded to a single GSi data centre (risk to resilience of GSi services)
  • PSI hardware, bandwidth and circuit upgrades

Get an update at the Customer Forums or let us know your comments via gsi@ogcbs.sgi.gov.uk. We look forward to hearing from you.

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© OGCbuying.solutions 2008

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