Create Intake Form for PPR issues, due Mar 4

[Maribeth-Wilson]

In order to provide a more focused process for tracking/resolving PPR issues, an an intake form is required. We have reached out to Janis and Patrick for their recommendations on form design and content.

Janis has created a draft document, which is available here: https://docs.google.com/document/d/1J2d0xXL7cyLbre2mRsSIc0yaomXZWTQExXKEyuys6o8/edit

Questions:

1. do we need both an intake form and a knowledge base doc (the Issues doc attached)?
2. If we need both, who can update the knowledge base doc? – Janis and team?
3. If we need an intake form, who can advise what information needs to be included? – Maribeth creates form, once details are provided?
4. Should we meet briefly to discuss?

[magszymanski]

Janis and I chatted today about the template she created and discussed first trying to consolidate everything into the existing issues document (our KB) that staff already use. Using the existing document as a single source of truth avoids asking staff to search multiple documents as well as having to update multiple sources. If this doesn’t meet staff needs, we can ask for feedback on what would work best for them.

The goal of Janis’ document was to reduce the number of back-and-forth between clients, staff and lab team; currently, staff ask questions to the PPR teams chat based on client issue, lab team attempts solving issues by asking for certain info from the client that staff then obtain, issue is resolved. If not, staff come back to the teams chat, lab team asks for more information, so on and so forth. By having a document that outlines common issues and describes what info the lab team will need from the client to resolve the them, we can reduce the back-and-forth. Janis and I concluded that the issues she pointed out in her doc fit neatly into the existing Staff Doc that I linked above. We can simply add a process note for staff that when clients contact them with issues, staff obtain basic info from the beginning that would help the lab team assess the issue no matter its nature.

If a client calls in with a PPR Search issue, for example that a search wasn’t completed, staff obtain the following info and passes it to the lab team: • Client’s BCROS account name and account number • Client contact info (name, email, phone number) • Search type and criteria • Date and time of attempting to complete search • Email address where we can send the report

If a client calls in about a PPR registration issue (register, amend, renew, or discharge), for example that a registration doesn’t complete upon submission, staff obtain the following info and passes it to the lab team: • Client’s BCROS account name and account number • Client contact info (name, email, phone number) • Date and time of attempting to complete registration • Screenshots of every screen (all information entered into registration fields) NOT just of error

If a client calls in about a BCROS account issue, we would need to ask what kind of info the Relationships team needs to resolve client issues. While account issues are submitted through IT Ops, we can still list what kind of info staff should obtain from client before logging IT Ops issue. At minimum: • Client’s BCROS account name and account number • Client contact info (name, email, phone number) • Screenshot of error?

ACTIONS: Janis, I’ve updated the document to reflect all the bugs/enhancements we talked about. All, now we just need to establish that this is the process we want to go ahead with: staff gather the aforementioned information before presenting issue to Lab Team so that Lab team has all the info they need to assess and resolve client issue. Once everyone is okay with the wording and list of items, we will add the bulleted list ahead of the issues in the doc as per below visual.

[Maribeth-Wilson]

Thank you Janis and Mags. To reconfirm, we no longer require an intake form, correct? If so, I will remove my name from the ticket.

[sienna-oldaccountdontuse]

I have taken over this task, and expanded it to other applications. https://docs.google.com/document/d/14JFMCs73TUo0PiXsKw8jFQO6EVv8AD5GEH71WqpnzaA/edit?usp=sharing

Today (Thurs, March 17) I will be:

• [x] Presenting this to staff at the 1:00pm OCM check in
• [ ] Sending this to IT Ops so they can remind staff to use the report template

[jinghualicgi]

Hi Sienna, I saw your update. This ticket is closed with one item unchecked? :) Just want to confirm, thanks @sienna-blumstengel