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Start New  |  Message Index    |  Flat View  
 Handling of Enquiries from Public
Author:Martin Etheridge
Date:Friday, 16th Nov 2001 16:26
Views:2,297 (excluding Digests and RSS feeds)
URL:http://www.freepint.com/go/b14035

I am just about to move across to the UK's Department of Transport, Local Government and the Regions. There my main task will be to look at the scope for centralising the handling of at least some of the many thousands of enquiries from the public, which are received by e-mail, letter or phone each year.

At present they are routed direct to 50 or so individual/dispersed teams within the organisation. Any comments or suggestions for follow-up would be very much appreciated. Thank you.

Regards Martin.

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Start New
Topic Author Date ID
  Handling of Enquiries from Public
I am just about to move across to the UK's Department of Transport, Local Government and the Regions. There my ...
Martin Etheridge 16/11/01 16:26 14035
   Re: Handling of Enquiries from Public
Hi Martin Our strategy for query handling is founded on a knowledge base which for our purposes is in three parts; ...
Stuart Cliffe 17/11/01 10:01 14048
    Re: Handling of Enquiries from Public
Stuart Many thanks. This will be a relatively new area for me and so the practical tips you have outlined will ...
Martin Etheridge 17/11/01 12:11 14049
   Re: Handling of Enquiries from Public
Hi Martin My group deals with large volumes of calls / emails and has used a combination of website, FAQs, ...
Stuart Cliffe 16/11/01 22:10 14042
    Re: Handling of Enquiries from Public
Hi Stuart Thanks for your comments. At this stage it will certainly be in-house and the main challenge - as I ...
Martin Etheridge 16/11/01 23:19 14043

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