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Calls received on Cork City Covid-19 Community Call Helpline in 2020
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Calls received by Customer Service Unit in 2020
• A dedicated community response helpline was setup leveraging the existing CSU infrastructure. CRM functionality was expanded to allow the capture and management of a new COVID-19 community response service request. • A GIS dashboard updated dynamically was created linking the CRM community response data to a visual online dashboard. • Out of hours CSU logging was mobilised for community response capture, spinning up a Vodafone clouded solution by ICT. This has been supported and maintained alongside business as usual CRM support for the CSU and organisation, circa 800 calls a day on the CSU and on-going delivery of Tier 1 projects on the CRM roadmap.
365 environment. This will enhance the capacity of the organisation to deploy mobile and remote solutions securely through any device anywhere. • Portal development for citizen engagement with Cork City Councils Customer Service Unit will be developed on the new cloud version of the city council’s CRM Portal delivery in early 2021. Between April and June the CSU answered an average of 1,374 additional calls per month on the COVID-19 helpline. These calls varied in nature from requests for the collection and delivery of food, essential household items, medication, and fuel, to requests for social isolation supports, meals on wheels deliveries, and other garda or medical related requirements. The CSU agents liaised daily with the Community area co-ordinators to ensure responses to all callers.
• The migration of the on-premises CRM environment to the cloud based Dynamics
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