R28 All email and web form acknowledgements to include unique reference number allocated to allow tracking of enquiry and service response. Head of Customer Services Ability to track how your communication is being handled. Increased confidence in obtaining a resolution Increased speed of resolution Better quality and more comprehensive information Monitoring and tracking of all online communications with the council Quality and Standards improved Ways of working defined and understood to promote service delivery Resources re-aligned to better meet customer needs.

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.

This outcome applies to all councils.

All communications acknowledged All communications logged & number issued Email notifications sent Ability to track progress. Requirements enabled in: Schools Admissions Democratic Services Community Info. & Youth Justice Environmental Services Planning & Building Control Housing Services Financial Services Libraries, Leisure & Culture Highways & Parking Services Social Care Revenues & Benefits

See the many products from the Workflow National Project, including:
Workflow Toolkit Version 3
The EWNP Toolkit is available as a series of downloadable Acrobat files or Microsoft Word documents. Soon they will be available as fully-searchable online documents.

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