Client Portal Incident progress dynamic - November 2nd 2009
‘Since the HSW National Service Desk has started using the PSBA portal as a method of following the progress of incidents the process and feedback has been far more dynamic rather than contacting the MSCW directly for updates’ comments one of our Portal User.
With the Portal moving into Phase 2 of its life , PSBA will be engaging with stakeholders to assist with usability to greatly enhance user acceptance, will continue to keep users in the loop as to the progress of their orders, incidents and requests and encourage more user feedback via various mechanisms including holding future stakeholder user workshops.
The benefits of using the PSBA Service Portal that have been built into Phase 1 include:
• Provides the latest information regarding service issues on the PSBA network generally
• Allows users to view "near real time" network status information on-line so, if there’s an issue users can see whether it is a known problem
• Allows users to raise incidents on-line. Calls logged on line and by telephone with MSC Wales can be tracked via the PSBA Service Portal.
• Allows users to report non-urgent issues comprehensively and in ‘your own time’.
• Allows "Quote Requests" for services to be submitted and progress tracked.
The PSBA Service Portal provides online self-service access to all relevant information needed related information. Authorised users in approved organisations can access information from the initial connect agreement necessary to start engagement with PSBA through to service reporting and statistics once service has commenced. The Services Portal is continually being enhanced and improved to ensure prospective and existing PSBA users can access the information they need when they need it.
If you would like more information about how you can access the service portal then please email us at psba.communications@uk.logicalis.com or telephone 0845 602 7155.