Attachment 3 - Service Request Types.pdf

Aftachment 3

Service Request Types, Sample Workflow, and Average Handle Time

Service Request Types

1. Outbound Communications: Responses may be provided electronically, verbally, or via hard-copy mail in response to inbound service requests originating through telephone, email, Chat, Web Service, and the Self-Service Portal which become service requests in the Salesforce Customer Relationship Management (CRM) system. Communications may also include automated outbound surveys which request information about service received, and literature fulfilment service requests which provide brochures, forms, and knowledge base articles via email or hard copy mailings based on customer request.

2. Basic Assistance: Directory assistance, website navigation, and assistance in completing forms.

3. Inquiries on HUD/FHA Programs: Policies, procedures, requirements, and obligations (e.g., real estate physical inspection and assessment protocols, grantee reporting guidelines); programs include, but are not limited to, those listed at https://www.HUD/FHA.gov/HUD/FHAprograms.

4. Emergency Support: Assistance on issues caused by natural disasters or other unexpected events affecting HUD/FHA customers (e.g., hurricane-damaged properties)

5. Secure System Support: Access issues (user registration, password reset requests, role assignments, etc.), as well as application user support for Secure Systems, including, but not limited to, those listed at https://www.HUD/FHA.gov/systems.

6. HUD/FHA technology Office Collaboration: Collaboration with Office of the

Chief Information Officer and Office of Facilities Management Services and infrastructure/cloud service/application vendors to resolve any technical, connectivity and/or configuration problems or issues to maintain continuity of services; Office of Public Affairs and Office of Customer Experience to resolve survey, publication, website, and Voice of the Customer reporting issue or problems.

7. Case Management: Customer intake and provision of updates on case progression for complaints such as housing discrimination or housing project incidents.

8. Mortgage Insurance Certificate (MIC) Case Processing: Case cancellation, case transfer, case reinstatement, and corrections.

9. Customer Feedback: Complaints and compliments pertaining to HUD/FHA programs and services.

https://www.hud.gov/hudprograms https://www.hud.gov/systems

Sample Workflow - Inbound Phone Service Requests

The below sample workflow is intended to be illustrative. The Contractor is encouraged to develop and implement workflows that they believe will serve HUD/FHA customers in a high-quality and efficient manner.

All inbound phone requests are routed through the HUD/FHA IVR. The IVR provides answers to frequently asked questions and directs customers to HUD/FHA Partner (e.g., Local Public Housing Authority) resources and self-service options where appropriate. If the caller is unable to satisfy their service request via the self-service options offered by the automated service, or prefers to talk to a live CSR, the caller can, during the business hours of 8:00 a.m. – 8:00 p.m.

EST, select the option to speak to a live CSR for assistance. If the call is received after normal business hours, the caller is informed of the business hours, provided self-service options, and is given the option to submit a callback request via voice mail. If the call is of an emergency nature, the caller may be provided with directions to call a designated Government telephone number for assistance.

Each contact (inbound service request) not handled through a self-serve option will be routed to an appropriate CSR through the IVR based on the stated nature of the call. If the appropriate response is documented within the knowledge base, the CSR will identify and address the nature and substance of the service request by qualifying questions and dialog and assist in a professional, courteous, and responsive manner that satisfies the customer’s immediate request and probes unrecognized needs. The CSR will assess and document the amount and extent of information required to respond to each service request type in the shortest amount of time while simultaneously meeting any and all appropriate program, regulatory and/or legal record documentation requirements relating to the nature of the service request.

The CSR will also capture and track information including but not limited to date and time of receipt, nature of service request, source of service request, telephone numbers of contacts, customer identity when appropriate, information requested, disposition, response date, and any fulfillment actions for tracking, quality control, analysis, and/or follow up action in the CRM.

If the service request answer is not contained in the knowledge base allowing for first call resolution by the CSR, the CSR will document the contact and customer information in the CRM. The CSR will then consult escalation protocols to determine the appropriate HUD/FHA Tier 3 Subject Matter Expert and may warm transfer the customer to this HUD/FHA employee or escalate the service request electronically through the CRM. The CSR will assume ownership and responsibility for the effective management, disposition, and accurate, detailed recording/logging of all Tier 1 and Tier 2 Service requests from any source from initial contact through resolution. HUD/FHA Tier 3 Subject Matter Experts will assume ownership and responsibility for the effective management, disposition, and accurate, detailed recording/logging of Tier 3 Service requests from the time of receipt through resolution. The Contractor will work with the HUD/FHA federally employed knowledge base owner to review escalations and determine eligibility for knowledge article development.

When necessary, the customer’s service request may require assistance from another party or resource outside of HUD/FHA. Following the HUD/FHA Standard Operating Procedures, the CSR will provide the customer with the appropriate referral name and phone number and provide a customer callback option to verify the customer’s need was met by the external referral.

When necessary, the CSR will utilize the contractor provided language line to ensure that Limited English Proficiency (LEP) individuals have access to information in languages other than English on HUD/FHA programs, services, and activities.

Average Handle Time (AHT)

HUD/FHA’s estimated AHT for phone-based contacts is currently 8-9 minutes, email are 2-3 minutes, and self-service is 2-3 minutes.

Service Request Types, Sample Workflow, and Average Handle Time