Iowa One Call
State of the Art Committee
CallCenter Vendor Evaluation Sub-Committee
July 6, 2011 11:30AM CDT
Mission Statement: Iowa One Call, as mandated by law, operates a statewide notification system to provide effective communications to protect the citizens and underground facilities of Iowa.
Goal: To prevent damage to the underground facilities of Iowa..
The Call Center Vendor Evaluation Process Sub-committee (Leon Hofer, Mike Broshous, and Steve Halstead) met with Craig Walter to review the progress to date on the vendor evaluation process. Steve reported he had received an email from Chris McMurry at MGH saying that since MGH has an on-going relationship with One Call Concepts, they would not be comfortable in working with us to create a survey to be used to evaluate OCC.
We began by looking at the administrative check list. It was decided that it was pretty much complete and that we would go ahead and submit it to the full committee. The check list is attached.
We then considered the administrative survey and decided that this was something that would be done by staff and was pretty much ready to go.
We then considered the customer satisfaction survey portion of the process. It seems that there are four avenues of approach that we could use: a mail survey using hard copy; an on line survey; an email survey; or a telephone follow up for callers to the call center (end tag line something like”if you would like to participate in a short customer satisfaction survey consisting of N questions, please press one at this time…”). The sub-committee rejected options one and four rather quickly and decided that the on line survey would probably be best. Mike agreed to draft a start to the on line survey and send it to the others.
We then looked at the various qualifiers we wanted to add into the survey and agreed on the levels of CallCenter use. In the end it was decided to take the drafts to the full committee for editing and final approval.
.
The meeting ended at 1:37 PM.