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18
BSC AND ELECTRIC IRELAND
October/November 2013 www.esb.ie/em
Your new way of accessing Staff Services
» We, in ESB, are changing the model for delivery of staff services to our customers (current, future and past employees). With all the changes in ESB and changing technology we needed to look at new ways of delivering our service.
IN CONSULTATION with customers from across the business, and also looking at similar functions in other organisations outside ESB, the BSC has designed and developed a model that we are now preparing to launch. This service delivery model will help deliver the ESB Corporate Strategy. Phase 1 of our new service delivery will be launched in December.
Customer Support Centre Project
A PROJECT GROUP was set up earlier this year, sponsored by Michael Aherne, Manager Services, BSC, to develop and deliver a new delivery service model for all staff in ESB.
The Project Group, headed up by Mark Fowler, was tasked with delivering the following key objectives to all our customers in ESB.
• Improve the customer experience with the BSC
• Allow easy access to information for customers
• Improve and increase the use of ‘self-service’ for customers
• Provide information that is current and correct
• Capture customer calls and track service delivery to help us continuously improve our service
• Ensure cost effectiveness
Central phone/email
OPTIONS 1, 2 AND 3
You will be put through to a dedicated customer service agent. All calls and emails are monitored and will be entered into a single queue for each service. This is an enhancement to our existing service.
Please Note: Option 3 will be dealt with by new HR agents who will treat all information confidentiality. When it comes to highly sensitive and personal matters such as accessing the EAP service, bullying and harassment cases and interactions with the medical office, this route will not be used but the Intranet will give you the information you need to make contact with the right person.
OPTION 4
You will be connected to an invoice Processing and payments team member who will handle all related queries.
OPTIONS 5
You will be connected to a staff insurance team member who will deal with your query.
Intranet and ‘self-service’
OUR NEW and improved intranet site will give you access to the information you require and provide reliable answers about our services in one central location.
STAFF SERVICES
IT & TELECOMS
Business appliactions
Desktop applications
Hardware
Phone Services
Security & Access
FINANCE
Procurement
CREDIT UNION
PROPERTY & FACILITIES
Facilities
Property Services
Archives & Heritage
House 29
INSURANCE
LEGAL SERVICES
PENSIONS
HUMAN RESOURCES
Attendance & Leave
Benefits
Equality & Diversity
Expenses
Health & Wellbeing
Performance & Development
Payroll & Tax
Recruitment & Selection
Starters
MPF
We talked to our customers and as a result we have focused our phase 1 redevelopment on:
• Enhancing the A to Z - one of the main ‘likes’ on the Intranet - providing easily-accessible end-user information
• Developing a knowledge base using frequently asked questions (FAQs)
• Ensuring information is up-to-date - and is held centrally (rather than on numerous different sites)
• Allowing as much self-service as possible
• Providing an online request, query and feedback mechanism.
Based on the queries we receive from you, our customers, the content will be updated regularly to ensure the information is current and correct and you will know when it was last reviewed. You can be confident that the information on the site is the most up-to-date information available on a given topic.
Continuous improvement
There will be continuous improvement of our customer service delivery model. One of the initiatives we are looking at is an App for those who do not have intranet access. We will update you on new initiatives and plans on an ongoing basis.
FOR HR QUERIES, WHO DO WE CONTACT?
| From December 2013, HR services will be provided through the CSC (26699 – Option 3) as follows: | |
| BSC Customer Support Centre can be contacted for the following HR services: | Who to contact directly for other confidential services: |
| • Staff: Starters, Movers and Leavers (one email to initiate all actions required for staff who are joining, moving internally or leaving the company) | • EAPs (confidential support) • Equality and Diversity (confidential queries) • Health Services (confidential work) • Corporate HR |
| • Attendance and Leave | • HR Managers & HR Business Partners |
| • Recruitment and Selection | • Medical Provident Fund |
| • Employee Benefits | • Pensions services (ESB Pensions and service partners) |
| • Payroll and Tax | |
| • Expenses | |
| • Health and Wellbeing (main programmes) | |
| • Equality and Diversity (general queries) | |
| • My Goals and My Development | |
| The above activities account for the main HR support services which all staff, management and ex-staff use on a day-to-day, week-to-week basis. (All queries will be treated in confidence). | Note: Confidential staff services, management support and HR policy support will still be provided directly. These activities will not be handled through the central support service. |
| Information on all of the above services will be readily accessible on the intranet, as a first port of call. |
