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Water Board Hoogheemraadschap De Stichtse Rijnlanden, in the Central Netherlands, regularly handles a range of complaints, from sewer blockages and blue-green algae, to high water levels. At the beginning of this year, the Water Board established a Client Contact Centre, especially for handling these and similar complaints. The employees use TOPdesk to effectively streamline their complaints-handling process.
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Water Board Hoogheemraadschap De Stichtse Rijnlanden is one of 27 Water Boards in the Netherlands and looks after the local and regional water management in much of the province of Utrecht and a small area of the province of ZuidHolland a total 82,000 hectares. The Water Board is responsible for ensuring safe dykes, clean surface water and flood control.
weve been receiving a lot of complaints about sewer blockages, which can lead to serious problems. We transfer such complaints to the relevant department to resolve.
CALLS RANGE FROM WATER LEVELS THAT ARE TOO HIGH OR LOW, TO POLLUTED STREAMS AND STREET LITTER
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BEFORE WE BEGAN USING TOPDESK, WE KEPT TRACK OF CALLS USING LISTS AND EXCEL. YET, THE BUSIER IT GOT, THE MORE DIFFICULT IT WAS TO KEEP TRACK OF EVERYTHING
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WHEN YOU SEE THAT A CERTAIN CALL STILL REQUIRES ATTENTION, YOU CAN CONTACT THE COLLEAGUE RESPONSIBLE TO ENQUIRE ABOUT THE STATUS
relatively straightforward process. Yet this particular Water Board supports 750,000 callers, so it is vital that the link is secure. This possibility is currently been investigated.
Feedback to citizens
TOPdesk and the Water Board have also carefully considered the feedback to citizens, and callers can trace the progress of their calls in TOPdesk. If the caller has not provided an email address, then the Water Board simply creates a letter in TOPdesk, and prints it. Employees can also log any additional information about the callers. In order to cater to the individual needs of citizens, the Water Board registers whether the caller wishes to receive feedback. With this in mind, those calls for which other authorities are responsible are taken and forwarded to the relevant authority.
Improving efficiency
The implementation of TOPdesk took place in just five weeks, during which the application was adjusted to facilitate the unique needs of citizens and offer them optimal support. Together with TOPdesk, the Water Board also investigated the possibility of linking the TOPdesk software with the administration of the local authorities. The objective was not only to improve efficiency, but also because, since the beginning of this year, authorities are now obliged to call up citizens details internally, instead of having to ask the individual each time. For the average municipal council, establishing a link with the local authorities administration is a
Manageable
Using TOPdesk, the Water Board is better able to assist citizens, explains Margaret Verweij. Before we began using TOPdesk, we kept track of calls using lists and Excel. Yet, the busier it got, the more difficult it was to keep track of everything the system was far from perfect. Keeping track of calls in TOPdesk makes everything more manageable. When you see that a certain call still requires attention, you can contact the colleague responsible to enquire about the status.
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