1. Call Center Recommendations.
Approve the development of a Proof of Concept Customer Service Model for consideration by the MoHUP. The new model will based on an analysis of the current telephone based support system, and likely need to be phased in slowly to minimize and disruptions. The development of the new Customer Service Model will be an integral part of the proposed Workforce Optimization Plan (WOP 2024).
- Complete a brief review of the existing MoHUP telephone based customer service system to enable developing appropriate strategies and solutions.
- Identify which AI and other technologies provide the best specific solutions for improving the current customer service system. A hierarchy listing technologies based on relevance and efficiency for the MoHUP will be developed
- Identify a three phase time plan for integrating newer technologies into the customer service system. Integrating too much too quickly without training can be disruptive.
- Propose an initiative for a major web-based information portal to complement the existing telephone based customer service system.
2. Workforce Resizing Recommendations
Workforce Optimization Plan (WOP 2024) be approved for developing a working demonstration model using actual employee data and matching it with a list of priorities to be provided by the MoHUP. AI and SQL tools will analyze a model data base across selected domains. The demonstration analysis will provide a roadmap for:
- Modernizing the workforce via proper size transitions, and increasing some skill sectors, while reducing others.
- Outlining what skill sets are in short supply or unavailable within the MoHUP.
- Suggesting which current MoHUP functions can be outsourced or further automated for efficiency
- Expanding the MoHUP’s website to act as a more expanded information portal, and allowing the existing workforce to become more efficient, and to provide more services with fewer people.
Next Steps
- Agreement for our group to represent the Ministry’s interests with software vendors, and to not engage directly with any software vendors provided by our group.
- Proceed with demonstrations and software vendor selection on talent matching and workforce optimization tools.
- Proceed with demonstrations and software vendor selection on call center load reduction and optimization tools.