Home > Business Excellence > Vital.org’s customer-centric initiatives

Vital.org has fully launched the customer helpdesk to all agencies. Vital.org has introduced several customer support teams such as full time account managers, dedicated process excellence analysts and customer helpdesk executives under a new service management directorate. Several other enhancements are made to the customer support systems, including introducing a service request module and customer helpdesk module on top of the original online enquiry module. There are now 14 lines and four operators to help public servants navigate the various finance and HR processes. The tag line is “Your Call. Our Commitment”. The Vital.org account manager team will also be growing to a six-men-strong team so as to quicken our turnaround time and live up to our resolve to be customer-centric and responsive to our clients. These teams would enhance the existing collaborative partnerships and service delivery. Here are other process improvement we achieved after listening to your suggestions:

• Promote the use of employee self service.
• Partner PSD in E-pfile and review of data elements
• Develop security screening interface.
• Develop excel spreadsheet with macros to help with computations of SRS and SGS cases.
• Accumulate all small value purchases and ride on Demand Aggregation to process small value purchase claims.
• Straight-through processing of medical claims.
• Set up of Service Management: helpdesk.
• Vitaline and Account Managers.
• Coming up: one-stop case management system.