Mat/Pat: Measuring Success

[Stella-Archer]

User Story “As a product owner/Business lead I want make sure the new Map/Pat digital Journey is a success so I can redirect CRM tickets from The HR service reps to the Payroll group after pilot.”

We assume the new process will:

• Reduced number of calls/service request to HR Service Centre
• Most Mat/Pat leave requests should go direct from Digital Journeys into CRM
• Reduced time on calls to HR Service Centre
• Eliminate ‘math’ errors
• Eliminate call backs over wrong start date
• Eliminate call backs over incorrect calculations of estimated pay/leave lengths
• Reduced calls requesting info on external services (EI)

Lets confirm this with real post launch data

Tasks

• [x] Meet with HR Service, CRM and BI people to explore how best to track DGJ tickets
• [x] Decide on what success looks like before we can divert tix to payroll
• [x] Look at what we'd like to measure (the hypothesis)
• [x] Design and build 'monitoring system'
• [ ] test, test, test!
• [ ] Training with service reps

Acceptance Criteria

• We have a method in place before launch to track leave requests going form the digital journeys platform to CRM
• Criteria for 'success' confirmed and system in place to identify when this is met

[Stella-Archer]

DONE

• [x] Met with HR service center, CRM expert from PSA and BI experts to explore possibilities
• [x] Met with TES CRM experts gathered their advice to look at 'canned analytics with in the CRM app

TO DO

• [x] Work with DGJ team develop KPI
• [x] Review KPI with Client and HR Service reps
• [x] Run KPI by TES
• [x] TES recommends suitable analytical reports
• [ ] Develop list of users to explore suitable reports
• [x] Confirm
• [ ] Test with team and HR Service Rep
• [ ] Implement
• [ ] Test
• [ ] Monitor

[Stella-Archer]

Discussed with TES Nancy who recommended canned analytics form the CRM, KPI we'd like to monitor have been sent to Nancy as well as request for access for team & BI people

[Stella-Archer]

Report is work for Chris Nancy it moving it to PROD and update the API name to remove “test”.

[fazil-ey]

@chriscaldwell-psa to book a meeting with Nancy to resolve the data mismatch issues. @MeghanStothers to also connect with Stella on this