The SNEN System - Features
Service Request Management
- Partnership service catalogue with ability for call centres to invoke services
- Searchable adviser knowledgebase for immediate advice and catalogue of organisations for signposting
- Tracking of services against service level expectations, with alerts and notifications for involved parties
- Event type classification including in-scope Home Office specification and customisable out-of-scope classification
- Database of geographical coverage for automatic selection of services based on event location
- Customer records with recording of repeat calls by customers, allocation of customer reference numbers for data protection and support for anonymous callers
- Full search system for locating events and customers based on any aspect of the data
Infrastructure
- Single or multiple call centre support
- Integration messaging system for automatic distribution of service requests to service deliverer
- Devolved administration and user management for each partnership organisation with overall control by operational management team
- Web based and e-GIF compliant - therefore no system set up required for access by new users or call centres
- Separation of call handling and service delivery as per Home Office data model
- Secure, two-factor authentication system
- Work queues and task lists for all partner organisations and staff
- Business continuity designed with full disaster recovery support
- Built to meet the Home Office 101 Programme data standards
Reporting
- Full audit trail of all user interactions
- Custom and standard reports that automatically produce Home Office monthly report data
Sopra Newell and Budge and IIZUKA Software Technologies are able to demonstrate The SNEN System. Please contact us to arrange a suitable venue and time.