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The faster, the better |
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Imagine having
to answer over 2,000 letters, emails, faxes and
phone calls a month, which include requests for
covered linkways, suggestions on traffic schemes,
enquiries on vehicle policies and feedback on rail
construction. How does the Land Transport Authority
(LTA) keep track of all the feedback received and
ensure that response is given in a timely manner?
Prior to 2002, all feedback was manually tracked.
In August 2002, LTA launched an integrated feedback
management system (IFMS) and has since seen marked
improvements in response time to public feedback.
For example, in 2003, an average of 73% of public
feedback received was replied to within the target
response time of 10 working days for written feedback
and 3 working days for telephone feedback. This
has since climbed to 86%, which is well above the
70% target set out in LTA’s ISO standards.
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LTA’s IFMS
helps staff to respond to
customers faster. |
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Said Mrs Maria Choy, LTA’s Quality Service Manager,
“The system will alert staff via email and SMS on
a daily basis if there are feedback cases pending
their action. There are also other functions such
as the easy retrieval of past feedback cases and
replies. All these are to help staff to reply to
feedback promptly.”
The system also enables staff to share information
on feedback issues easily, as well as to mine data,
identify gaps and analyse trends.
Three years on, LTA is not resting on its laurels.
It recently conducted a review with user departments,
and a list of improvements will be implemented by
end-2005.
“We hope that these enhancements
will make the feedback reply process even simpler
for staff, so that they can concentrate on evaluating
and assessing the feedback and suggestions received,”
said Mrs Choy.
“At the end of the day,
it is all about replying to feedback promptly, thereby
delivering better customer service.” |
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By
LTA
Next: Setting roots |
