{"id":469,"date":"2020-12-08T10:19:22","date_gmt":"2020-12-08T10:19:22","guid":{"rendered":"https:\/\/fitsed.org\/members\/?page_id=469"},"modified":"2021-12-15T14:23:49","modified_gmt":"2021-12-15T14:23:49","slug":"single-point-of-contact","status":"publish","type":"page","link":"https:\/\/fitsed.org\/members\/fits-getting-started-guide\/single-point-of-contact\/","title":{"rendered":"Single Point of Contact"},"content":{"rendered":"

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Module 3: Where do I Start?<\/h2>\n
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    Single Point of Contact<\/h2>\n

    Implementing a single point of contact for calls to be recorded or logged. This may be using a paper based solution and may not be staffed.<\/h2>\n

    Overview<\/h2>\n

    The first step in implementing this stage of the FITS process is to identify a single place where calls can be logged and statistics gathered.<\/p>\n

    The goals for this step are to make sure:<\/p>\n

    All calls are logged though a single point of contact.ICT users are aware of the process and the appropriate ways to log a call, what information they will be expected to provide, the sort of response they should expect and what times they can log a call.ICT users are aware of the process and the appropriate ways to log a call, what information they will be expected to provide, the sort of response they should expect and what times they can log a call.<\/p>\n

    Implementation – What should I do?<\/h2>\n

    The initial decision that has to be made is how requests for help are going to be logged. There are a number of ways this can be done:<\/p>\n

    A book where ICT users write down details of a call requestA standard form that people can fill in and leave in a trayAn email address to contactA staffed telephone number that people can callAn answer phone where people can leave a message<\/p>\n

    It may be any one or a number, of these ways. The important thing is that all calls are logged, collated, and responded to. If a number of different methods are used to receive calls it is important that they are all recorded in a single place. Remember the point of this stage is to be able to collect information about all calls logged.<\/p>\n

    It is equally important that the expected response times after logging a call should be clearly identified. This and the procedure for logging calls when the service desk is unavailable should be documented and communicated.<\/p>\n

    Now let’s look at Step 2 – staffing the service desk<\/a><\/p>\n

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    Module 3: Where do I Start? Single Point of Contact Implementing a single point of contact for calls to be recorded or logged. This may be using a paper based solution and may not be staffed. Overview The first step in implementing this stage of the FITS process is to identify a single place where […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":216,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"op_builder_blank","meta":{"footnotes":""},"class_list":["post-469","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/469","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/comments?post=469"}],"version-history":[{"count":4,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/469\/revisions"}],"predecessor-version":[{"id":2291,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/469\/revisions\/2291"}],"up":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/216"}],"wp:attachment":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/media?parent=469"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}