When you submit an Enquiry, the Service -
- Allocates it a unique reference number
- Identifies the appropriate Accredited Business Adviser
- Formats and forwards the Enquiry via Email
- Records the Enquiry and start time
- Initiates Service Response Time monitoring
The Service response time target is to respond to the majority of Enquiries within two working days.
Response Time for an Enquiry depends on a number of factors including;
- Advisers generally work office hours Monday to Friday
- Availability of Adviser (may be working with a client)
- Rate of Enquiries being submitted
- Complexity/clarity of Enquiry
The Service monitors all in-progress Enquiries. When an Enquiry has been not been responded to within
a defined time, the service generates an escalation event to prompt action from Systems Management.
Escalation actions vary according to situation but include, prompting the Adviser, resending the
Enquiry to the original Adviser or reassigning to another Adviser.
If, as a result of a delayed response, the Service redirects your Enquiry you will receive
an automatic notification message.
For best response times you should select the Enquiry categories as accurately as possible and express
you Enquiry as clearly and succinctly as possible.
An important issue for the service is the identification of completed and closed Enquiries.
Enquiries consist of an initial question/response and sometimes one or more follow-up question/responses.
To make sure an Enquiry is completed the service has to wait a few days after a response before
closing it. For this reason we ask you to confirm that your Enquiry has been answered by sending a message
with just the word CLOSE in the text. This helps to maintain service quality and responsiveness.
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