CIWMB Automated Call Directory Budget and Administration Committee October 8, 2003

Business Objective Provide an automated telephone answering solution that will be of professional quality and address the majority of general inquiry calls received at the Board. This will be accomplished by ensuring a high service level in connecting the public to appropriate Board staff or program telephones, with minimum or no wait times.

Proposed CIWMB Automated Call Directory Approach to Automated Call Directory (ACD) ACD is Program/Topic Based, not Organizational Audience is “interested public”, not necessarily known CIWMB program clients or regulated community. Provide information and direction to caller. Maintain currency of program announcements through active management of ACD system, Operator briefing, review of monthly call reports and Executive direction.

Features of Proposed ACD Staff Directory telephone no. feature. Recording of staff names and telephone numbers will be recorded by SBC and updated on a bi-weekly basis or more frequently if needed. Ability to change specific topic/program menu selections and options Recording of menu script will be done in house Operators (4) will be at the Executive Office Level Callers will have Operator access option at specific transfer points Caller waiting queue for next available Operator Internal CIWMB administration and management.

Proposed CIWMB Automated Call Directory

Next steps SBC is currently programming the software that is the Automated Call Directory (ACD) Recording of the script is underway Telephone sets and lines are being installed this week Automated Telephone Directory will be ready for testing on October 14 ACD will go production on October 16 / 17. Weekly follow up and monitoring by IMB on ACD operation and use, Operator response and adjustments as needed.

What about the future? ACD has the flexibility to add additional program menu options as needed. Recording will be done in-house to save time and money. ACD can be used, judiciously, to accept anticipated calls on Hot Topic items, new program rollouts (Waste Tires). Reports and metrics on ACD use and call volumes will be available for future changes. Admin Division to coordinate administration of ACD, Operator rotation, etc.