The Shared Services Customer Service Centre is the primary contact point for all our customers within client agencies through an online enquiry capturing tool - iSupport. All agency staff who have been issued a logon to the eBusiness Centre will have iSupport.
All enquiries from agency employee customers are to be logged using iSupport unless the enquiry is about system access issues, impacting the customer's use of iSupport or you do not have an eBusiness logon ID (Eg: you are a contractor or in an agency which has only rolled in for Finance.) Where this occurs, enquiries may be lodged via email, telephone or fax.
The Customer Service Centre is the single point of contact for:
Customer Service Centre staff are equipped to respond to a range of enquiries and aim to deliver consistent customer service against a defined service standards framework. Some more complex enquiries requiring specialist attention are routed to Service areas within the SSC to be addressed. These are proactively managed in line with service delivery targets.
All enquiries are captured in the form of electronic “service requests” which enable the work to be managed and tracked through to completion. If you use iSupport to log your enquiry this online tool also enables you to see what is occurring on your SR in real time. Simply log into your iSupport home page and review the log and notes page of all your SRs lodged
See contact us for further details.
