A request comes in to you in the IG team and you know the departments who hold pieces of the data so you allocate them their specific queries and await their responses. All have the data but some respond to you quicker than others. Some are late and hold up the response and make your team stats look poor Others get their answers to you promptly. That gives you time to
- collate the information
- check any facts
- ask further clarification
- redact and
- package up a response to send out to the applicant.
Identifying which departments sent in their requested information late has recently been the most common feedback from clients in IG where the business has a wide specialist organisation chart. Examples include health and local authorities.
Reporting on Service Area Response Times
Those with RB skills have always been able to pull out these statistics and link them to Power BI or just an Excel Pivot table. However, we also know busy numerate managers want this information in a click. So, in the Management Information section, we have provided a new Service Area Performance League. It tells you how each respondent and department has been late or really with the tasks they were given.
They do not report to you. However, there is a power in comparison of outliers with best practice of those who are always on time. Often they are equally buy and the questions are more complex.
Communication of Deadlines
Let’s assume most people have the information you require at their fingertips because they work in that area. Some others need to process the raw data and extract the figures for your response to the Applicant. This could include finding and collating from different sources, asking a manager, redacting the information, getting it signed off, etc. Only then can they send it to you.
Some managers may be working in the field or have a zillion appraisals to do that month.
The Service Reps (AKA Dept Reps, Service Agents, etc.) need to know when you need the information.
If you set this in the Activity Task Due Date, then the responders will know when you need it. Set this date a few days before the Required IR response date as you will need those days to preform the tasks listed above.
How to access the Report
You will find the Service Area Response table in your Management Information tabs.
At the top of the report on the RHS, you will see three icons. A cog icon brings up date range filters and toggles your view between Department and User Account views.
Also there is a “percent” icon which toggles between numbers and percentages. Lastly, there is refresh icon.
Further information
Please call us on 01344 776500 or email support@axlr8.com if you have any questions or feedback about the view provided. You should be able to see it working on your live data.
