DSF - Improving Customer Service (previously self-serve) 

DEFRA' s DSF - Improving Customer Service (previously self-serve)  beta assessment report

DSF - Improving Customer Service (previously self-serve) 

We aim to make it easier for customers to navigate to the correct team in APHA to answer questions on the wide range of APHA services. We also want to make it easier for APHA to track and respond to those queries quickly and efficiently.  

We aim to achieve this by extending the use of Defra Group’s current Contact Centre as a Service (CCaaS) platform, Storm by Content Guru, to handle inbound email enquiries from customers, as well as inbound telephony, replacing the current network of exposed email addresses linking to Outlook shared mailboxes. This service will use existing technology on the estate, namely Defra Forms for the front-end contact forms and the user-centred routing solution, and Storm. 

All APHA’s broad customer groups will use this service. This includes farmers, traders of animal and plant products, citizens travelling abroad with pets, members of the public reporting concerns or issues, vets and many others 

Internally, our users are customer advisers and team leaders who are responsible for responding to inbound customer contact and managing staffing, operations and reporting of the contact APHA receives. 

Customers, such as veterinary practices, commercial business, and the public to seek advice when they need help from APHA. 

Internal users of the STORM contact centre management system to manage inbound contact when customers need help or advice. 

APHA management who need to understand the amount of demand, how well it is being serviced, and identify areas of failure demand