This document summarizes feedback from employees on their experiences with the I&O service. It analyzes the feedback in three categories: Process, Service, and Technology. For each category, it identifies common areas for improvement. These include streamlining processes, improving communication and adherence to SLAs, making the technology more stable and user-friendly, and providing a mechanism for users to track progress of requests. The conclusion recommends better communication, redesigning the request logging system to focus on user experience, implementing request tracking, and redesigning the new employee setup process.

1. 1 Presentation name
Walking in Customer Shoes
I&O 2018

2. 2 Presentation name
8
10
6
9
6
13
4
10
0
2
4
6
8
10
12
14
16
Bad Good Indifferent User Unavailable
How was your experience with the service provided for your logged
request?
April May Poly. (April) Poly. (May)
“Walking in Customer shoes” I&O Summary
Employee Experience Management
24
9
25
8
0% 20% 40% 60% 80% 100%
User Available
User Unavailable
April May
49; 74%
17; 26%
USER AVAILABLE USER UNAVAILABLE
6; 18%
16; 49%
11; 33%
PROCESS SERVICE TECHNOLOGY
Service analysis was based on identifying common areas that
highlight employees experience based on service provided.
The service analysis was done from feedback for both “BAD”
experience and “GOOD” experience. The rating itself presents
a high level employee perception of I&O. In some cases
although the service is rated as good, the feedback provided
shows possible areas of improvement.
The analysis was split into three different high level categories
of which some have common grounds
PROCESS – process improvement
SERVICE - Communication, Feedback and SLA
TECHNOLOGY - relating to friendlier sustainable technology

3. 3 Presentation name
“Walking in Customer shoes” I&O Summary
Employee Experience Management
PROCESS
• Indication that there is a disconnect between different platforms, Asset
Management, Onboarding and TechZone. Onboarding and “New Employee Set-
up” used as an example.
• There is a need for detailed explanation on TechZone for services that should
only be logged after all the prerequisite criteria has been met. The information
should clearly indicate requirements, links and/or processes that have to be
completed prior logging a request.
SERVICE
• SKILLS – Required knowledge and skillset upgrade especially in “non-standard”
environment
• TOO LONG – Taking long to resolve and incident or request
• INCOMPLETE – Calls closed not resolved. A process required that would ensure
that all calls are completed as per user expectation, inclusive of testing and
follow up if required.
• General communication, adhering to SLA times and providing consistent service
all the time. Clear SLA expectations should be visible to the user when logging
the request. Delays in service have to be communicated in order to avoid user
frustration.
TECHNOLOGY
• User requires stable and user friendly Technology. “New Employee set-up” not
only takes too long to complete, but also creates confusion as to what is required
from the user to select when logging the request.
• Application stability. Unstable services and applications are frustrating for users
especially in client facing Branches. Intermittent and repetitive issues with
technology such as Network and Skype for Business (Skype for Business call drop-
off).
• TechZone as a tool for logging service requests and incidents is challenging and
not user friendly. Jargon used seems to be more IT inclined rather than user
friendly.
• Requirement for a mechanism to track progress rather then having to follow up.
Provide ability for employees to track progress and receive feedback for logged
incidents and requests.
USER COMMENTS – PROCESS
“User was busy with onboarding and there was no clear indication of all the macs she
needed to log to get herself operational. Don’t understand how is it possible to log a
New Employee Set-up with no asset allocated. It just doesn’t make sense
From an onboarding perspective - have the asset available when I start.”
“Staff member logged call for new staff to access Cash Management System but call
was closed without communication or notification why and without resolution.
When she queried she found out that access could only be granted once the new
staff has been trained on the system.”
USER COMMENTS – SERVICE
“Inconsistent service received. This call was handled very well and SD9374716 and
SD9374762 for Banking Platform is still outstanding from last week. Logged 2 call for
the same thing.”
“I still did not know how to access the system file share etc. No assistance provided
to understand how to do it. Shouldn’t someone have checked am I able to access the
share folder, before closing the call.”
“Took more than 2 months to resolve the request. Had to follow up multiple times
regarding the move of printer, once printer was eventually moved, the IP addresses
was incorrect and needed to be set up, had to phone 3 or 4 times for someone to
come out and fix IP address.”
USER COMMENTS - TECHNOLOGY
“Logging the request on TechZone was challenging, I would change and simplify
process.”
“Of late had a few complaints that the client could not hear me or I could not hear
the client or the call just "dropped" (In fact I experienced this too when I called and
fortunately she called me back).”
“It seems like the Biometrics error (happens 3-4 times a month) is never
permanently fixed. Please fix Banking Platform permanently was his request. This
type of issue has a huge affect on customer service. They get told that the customers
ID number is incorrect and that is why they get the errors. He says they have proven
over and over that it is not the ID number.
“Calls constantly get cut-off, the call quality is often bad and we can't hear
customers.”

4. 4 Presentation name
“Walking in Customer shoes” - Conclusion
Employee Experience Management
CONCLUSION – Comments provided were both from the employees that rated the service experience as “BAD” and “GOOD”. This
indicates employee engagement regardless of experience and opens doors to common findings.
RECOMENDATION
Based on survey analysis the following is recommended:
• Enable overall better communication and feedback to the user – Awareness through internal communication and awareness
sessions
• Establish a team to re look at redesigning TechZone from a technology perspective that would focus on user experience
requirements
• Consider implementing tracking instruments for both incidents and service requests – Request for Services - TZ Service tracking
and progress logged on 28th of June 2018
• Look into redesigning “New Employee Set-up” from technology and service delivery (time to deliver) perspective - Request for
Services - New Employee Set-up logged on 24th of May 2018