Docucentre

At each client site we develop a Docucentre which is the nucleus for the delivery, monitoring and management of our services. The Docucentre and Reference Point services provided by Intelligent Office will be managed and coordinated from this space. Having a centralised point of contact for service allows us to process requests more efficiently and ensure that resources are being allocated effectively.

Customer service desk

The customer service desk, located in the Docucentre, is the focal point for all of our interaction with you. Led by the Manager, Docucentre staff are at the heart of our "want to do" service culture and are trained to deal with all queries and requests. Your staff will benefit from a far more customer driven service provision and have their requests dealt with by a customer service focused, accountable, point of contact.

Docucentre hubs

The Docucentre will be augmented by Convenience Centres and Collection Points.  A Convenience Centre will typically include a copier, some stationery items as well as drop boxes for customers to put in their job requests for copying, scanning, archiving, deeds etc. as well as outbound mail.

Collection Points and Convenient Centres will be positioned at strategic locations throughout your offices where space and requirements allow.  Each area will carry the same signage that will be apparent in the Docucentre. This allows us to develop a highly visible branded service provision throughout the building. The use of signs also allows us to help customers plan activities.

 

Work collection

At pre-set times throughout the day we will ‘sweep’ the building, collecting and delivering work from the Docucentre and the Docucentre Convenience/Collection Points. During certain sweeps the Docucentre Convenience Centres will be stocked up and the facilities based around the Convenience Centre will be checked and replenished if need be. The sweep times are strictly adhered to. This gives a consistent level of service and allows our customers to gain maximum benefit from our services

Docucentre on-site tracking system (DOTS)

DOTS is our on-site tracking system, which is managed from the Docucentre and all staff will be trained to operate the system. DOTS is used to record every activity as well as our performance. All activity data is logged into DOTS. It provides the detailed management information which will be used in our monthly account review meetings.

As part of the ongoing management and continuous improvement of our services the collection of data and management information is essential.  If services are to be adapted to ensure that they change to meet and anticipate your needs, constant analysis of resource requirements must take place.  To enable this we have developed a proprietary management information system called DOTS, which is designed to track all data relating to the services that we provide on-site, for example:

 

·                Volume of transactions e.g. faxes, photocopying

·                Client or departmental recharge information e.g. photocopying

·                Timing of receipt and delivery of jobs e.g. faxing and photocopying

·                Retrieval requests for archiving

·                Performance against service levels

 

The installation of DOTS will have significant benefits for the services that we will be responsible for managing at your office. Over time the information presented to your firm will evolve and we will be able to carry out a wide range of trend analysis. DOTS has helped us develop and manage equipment strategies, scanning projects and allocation and constant checking of alignment of resources