Glossary of OneVale terms
OneVale introduces a whole set of new terms, acronyms and
concepts that may be unfamiliar. We don't want to blind anybody
with the language used in explaining the programme -- we want
everybody to be clear, confident and comfortable with every aspect
of the changes taking place.
So, if you're still left feeling a bit bemused by OneVale, read
on!
Access channels: Methods by which customers
access services (e.g. phone, email, one-stop shop, web, kiosks,
Digital TV).
ASSC: Assisted self-service centre. Access to
Council services through a web terminal in places such as Council
libraries and outlying offices.
BPR: Business process re-engineering. The
analysis and mapping of existing business processes with a focus on
redesigning key aspects of each process to achieve a particular
goal, e.g. increased customer satisfaction, reduction in costs,
reduction in delivery time, increased efficiency etc.
CC: Contact Centre. "Contact OneVale" has
been chosen as the name for the Contact Centre.
CMS: Content Management System. Software used
to manage and publish content to websites, the intranet etc.
CRM: Customer relationship management. Software
used to manage customer information and direct service requests
towards back office functions (i.e. the systems used by contact
centre staff).
CSR: Customer Service Representative.
Data cleansing: Checking the accuracy of our
existing data (e.g. are names and addresses of staff completely up
to date?).
DIP: Document image processing. Means of
capturing information in paper form for electronic archiving.
EDRM: Electronic Document and Records
Management. Likely to be used in the archiving and storage of
existing paper-based records.
ERP: (Enterprise Resource Planning) System: An
IT package with the flexibility to perform a range of core
functions to a high standard. The advantage is that we can run all
of our core IT functions - such as HR, ledger and payroll - on one
central platform. This has obvious information management,
maintenance and efficiency benefits.
E-Government: 'Electronic Government' refers to
the use of electronic technology in all aspects of government.
Local e-Government is helping to transform public services,
supporting central government in their aim of achieving full
electronic delivery of priority services in ways which put the
customer first.
IM: Information management.
IVR: Interactive voice response. Software that
allows calls to be directed appropriately based on callers using a
touch-tone telephone.
OOH: Out of hours, meaning outside of core
working hours.
OSS: One-stop shop. This will be a walk in
customer service centre allowing customers to address a variety of
needs/concerns face to face over the counter, in meeting rooms, or
in informal meeting areas with Council customer service
representatives.
Have we missed anything?
If you've heard any acronyms or jargon flying around relating to
OneVale that are not covered here, please Email:
onevale@valeofglamorgan.gov.uk and
we will make sure we get back to you as quickly as possible!