Dear All,
Our contact centre (CRM) is referencing and classifying calls using the
Local Government Category List mapped to IPSV. Their argument for doing
this is that the majority of calls taken are answered using information
under the same category headings on the internet.
For EDRMS we are going to use the LGCS, utilising IPSV as a controlled
vocabulary within it.
I was faced with the question today - "how do these things relate to
one another?"
"esd-toolkit and mapping" was my reply, but I know it's not really a
practical answer!!
Basically the contact centre have said that if they need to be using
something else to reference & classify their calls to fit in with EDRMS
then I am to tell them now so that they can change before they go too
far down the LGCL route.
Do the two things need to map so closely together? From what I can
gather the reason for referencing & classifying calls by the CRM is more
to do with management statistical reporting than anything else.
Can anyone suggest a route to take on this one?
With many thanks,
Vicky
***************************************************
Vicky Stretch
Records Management Officer
North Yorkshire County Council
Record Office
Malpas Road
Northallerton
Tel: 01609 777 585
Fax: 01609 777 078
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