General Enquiries Case

General Enquiries is a facility developed in conjunction with PSPS which enables citizens and Customer Services to raise and manage general enquiries using Case Management. When general enquiries are raised on the website they flow through to create cases for the back office to handle the enquiry. When citizens call into the Contact Centre, a general enquiry is handled slightly differently to deal with the different circumstances. A general enquiry may have 3 conclusions:

1. The enquiry is "Forwarded" to the back office department via an email and recorded as a case and closed automatically
2. The enquiry is "Logged" in the system as the enquiry has been answered there and then. A case raised and closed
3. The enquiry "requires a response" which raises a case, which can be assigned to a different team or managed by the agent. it is left open as the answer to the enquiry may not be readily available

During the raising of the general enquiry, Assisted Service interactions are started, updated and closed automatically in the form with form actions.

Additionally some background information to the enquiry is also gathered, such as was the information available on the website, was the customer able to access the website etc. 

Where cases are opened, from Self Service a wrap-up multi purpose task is also incorporated to allow all general enquiries to have the same information available for data exports. The output is a set of general enquiry case types: General Enquiry Forward; General Enquiring Logging; General Enquiry. The case types will need setting up with the following names:

• generalenquiry
• generalenquiryforwarding
• generalenquirylogging

And for forwarding or logging, an autoclose routine needs adding.