Customer service goals and guidelinesPurpose: To ensure that visitors to PortalWisconsin.org and outside organizations who list information on the site find that their questions, comments, and information are handled in a timely and appropriate manner.
Basic responsibilities of Portal Wisconsin staff:
--Ensure that all new database entries (from partners and other users) and location records are reviewed within 2 working days
--Respond to all e-mail messages to firstname.lastname@example.org within 2 working days; 1 day is preferable
--Respond to all phone calls to Portal's toll-free number within 1 working day
--Respond to written inquiries about Portal within 2 working days
--Create new Portal logins within 1 working day after receiving request from partner
--Provide technical assistance on using the Portal database to Cultural Coalition organizations
--Provide technical assistance on using the Portal database to outside agencies with logins
--When possible, remind partner organizations when their resource reviewing (of their users' database entries) is overdue
--Ensure, to as great as extent as possible, that Portal Wisconsin entries follow a consistent editorial style (documented in the online Help pages)
--Maintain up-to-date instructional documentation in the online Help pages
--Confer with the relevant partner organization if an approved database entry seems inconsistent with Portal's content focus
--Edit live resources as needed
Basic responsibilities of Cultural Coalition partners:
--Respond to the inquiries of outside agencies and organizations that are seeking access to the Portal database. This entails approving or rejecting the request within 2 working days of the request. If an organization is approved, the partner must give the relevant person's name, e-mail address and organization name to Tammy Kempfert (or another Portal staff member) so that she can create the needed login. Also notify Portal Staff and the other Coalition partners if an organization should NOT be granted access to the database.
--Review users' entries to the database and approve or reject them within 2 working days
--Enter their own organization's calendar events as they are scheduled
--Enter news stories/press releases on a regular basis (at least one a month) so that each organization is always represented under "Latest News from the Cultural Coalition"
--When the "Portal person" for the partner organization is away (on vacation, etc.), arrangements should be made for someone else to cover their Portal responsibilities temporarily