Limpopo Incident Management Website Manual
Contents
1. 15 Jun 2011 LIM 2011 01 SD 12345 Test Task New Task Unaccepted Josh Smith Tyronne Hofland P Page 1 of 1 15 View 1 2 of 2 Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 6 Page Using the System Incidents Incidents will be assigned to a modifier When the modifier logs in all of their assigned incidents will be available in the listing New Incidents S Due Date Incident No Status Department Agent Village 8 May 2011 LIM 2011 01DD 12346 3 In Progress Other Department Agency Brandina Bokomo ie Cy 15 Jun 2011 LIM 2011 01 SD 12345 E In Progress Other Department Agency Bokomo Page 1 of 1 is View 1 2o0f2 All Current Incidents In Progress Incidents New Incidents Completed Incidents Managing a new Incident Click on the icon to open the incident file After reviewing the incident you can either accept request an extension or decline Case Details LIM 2011 01 SD 12345 Due On 15 Jun 2011 Status Reported to Department Tasks Incident Actwity Log a Accept Request an Extension HM Decline Name Alan Longhurst ID Number 5608295126085 Birthdate 29 08 56 Tel Cell 0824530022 Email alan dtrix co za Contact Method Pension No Address Pension Type 24 Houlake Drive Service No Durban North Incident Details Category Service Delivery Sub Category Water Village Abel Ward i7 Street No Suburb City Town A Re Aganeng District Department Type National Department O2. Pension No Address Pension Type 24 Houlake Drive Service No Durban North Category Service Delivery Sub Category Water Village Abel Ward 17 Street No Suburb City Town A Re Aganeng District Department Type National Department Other Department Agency Municipality Specify Other Department oidlksdi alsdh alisduh lisdh li Incident Details No water in the area Setting a Reminder for your task 1 Click the Reminders tab 2 Click Add Reminder 3 Enter details as required 4 Click save All form fields are required ceils OOOO RemindOn A DueDate ______ A ene tn Ms Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 15 Page Setting a Reminder for your task continue 16 Mar 2011 16 Mar 2011 is lt Page 1 ofi 15 vV By hovering over the icons Foe you will notice that you can view the task view the reminder or remove the reminder Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 16 Page Viewing the Task Log Summary 1 Click on the Task Log tab izmero M updated new Due Date 16 marzo ryrome lend izmero MO updated new Due Date 1632011 ryrome motard 1emarzon pace rascasse OO o old 1smarzo11 EB Request Bension will need another 72 hours due to the weekend ismar pacem Tack Accented OOO Dovremo 1smarzon New Took new Task assigned to Tyrone Hofard ryrome hofad 1 o Page 1 ofi 1
3. investigator PURPOSE OF THE USER MANUAL This user manual has been prepared as a guideline for modifiers and investigators A separate user manual has been prepared as a guideline for the members of the LIMC Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 2 Page TERMINOLOGY The following terminology is used in the Limpopo Incident Management Website Agent The agent at the Deloitte Contact Centre who answers the customer s call The citizen who reported an incident Deloitte Contact Centre The Deloitte Contact Centre where incidents are reported A complaint received from a customer Investigator The modifier assigns tasks to the investigator The investigator is then responsible for ensuring that these tasks are executed within the set time frames Limpopo Incident Management Centre LIMC The centre at the Office of the Premier that manages all incidents reported by customers Members of the team based at the Limpopo Incident Management Centre will be responsible for assigning incidents received to modifiers They will also be responsible for acknowledging receipt of an incident closing of incidents reported and the providing of feedback to the customer Modifier The person at a department or municipality to whom an incident is assigned The modifier will be responsible for assigning tasks to investigators and for ensuring that the incident is resolved within the set time frame Project Mana
4. 2 By clicking on the tasks tab on your welcome screen you will be presented with a list of tasks assigned to you If you wish to see the tasks that you have created and assigned to others click on the assigned tasks button Viewing a task In the task list click on the icon J next to the task that you wish to view This will open your task details the incident file and the task log Accepting a task After reviewing the new task you can either accept request an extension or decline F Task Details for Incident LIM 2011 01 SD 12345 Due On i5 Jun 2011 Status In Progress x Task Incident File Reminders Task Log 5 Accept i Decline Request Extension Task Details Task Status Assigned To Josh Smith Current Status New Task Unaccepted Assigned By Tyronne Hofland Status Log Updated Subject Potholes Set by Tyronne Hofland on 16 Mar 2011 Task Details Please attend to potholes on main road Response Re Assigned Josh Smith Due Date 15 Jun 2011 Incident OverView Name Alan Longhurst ID Number 5608295126085 Birthdate 29 08 56 Tel Cell 0824530022 Email alan dtrix co za Incident Details No water in the area Close Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 9 Page Declining a task or requesting an extension If you request an extension or decline the task you will be prompted to provide the appropriate reasons Task Details for Incident GRS 2011 03 GIY 1 Due On os Apr 2011 S
5. 234567890 Email jmeyer test co za Contact Method Pension No 4567890 Address Pension Type 23 rtyuio Service No cdrtfyvybg uhnijmok Incident Details Category Service Delivery Sub Category Water Village Slexandra Ward 6 Street No Suburb City Town District Department Type Department Municipality Specify Other Department Incident Details Water Pipe burst on the corner Other Details Close p Upon accepting the incident the relevant user who is logged in will then be able to assign tasks to investigators or service providers Once the investigator or service provider has completed the task s the Modifier will then be able to indicate that the task has been completed by clicking the incident completed button If an incident expires before it has been marked as completed an email will be sent to you as a reminder and the LIMC will be notified of this Expired incidents will not be removed from your incidents list but will be highlighted by a red icon which will appear next to the date Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 8 Page Managing Tasks My Tasks Assigned Tasks My Tasks Due Date Incident No Task Status Issued To Issued By A 15 Jun 2011 LIM 2011 01 SD 12345 Potholes New Task Unaccepted Josh Smith Tyronne Hofland P m 15 Jun 2011 LIM 2011 01 SD 12345 Test Task New Task Unaccepted Josh Smith Tyronne Hofland P Page 1 of 1 15 View 1 2 of
6. ERNMENT REPUBLIC OF SOUTH AFRICA E New Incident i Log Off Incidents Tasks Reminders Contacts My Account New Incidents a Due Date Incident No Status Department Agent Village 8 May 2011 LIM 2011 01DD 12346 In Progress Other Department Agency Brandina Bokomo Qa 15 Jun 2011 LIM 2011 01 SD 12345 Qn Progress Other Department Agency Brandina Bokomo Q Page 1 of 1 15 w View 1 2 of 2 All Current Incidents In Progress Incidents New Incidents Completed Incidents Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 5 Page Investigator Service Provider Home Screen This is the home screen that is displayed once you have successfully logged into the system from where you can assign tasks set reminders create contacts and manage your own details Please refer to the operation instructions below a Managing an incident b Creating and managing tasks c Creating a reminder d Adding new contacts e Setting up an out of office notice Welcome Josh Smith My Tasks Assigned Tasks 2 New 0 New s J 0 Accepted 0 Accepted EA 0 Expired 0 Expired LIMP i p P 0 Completed 0 Completed PROVINCIAL GOVERNMENT REPUBLIC OF SOUTH AFRICA E New Incident Log Off Tasks Reminders Contacts My Account My Tasks Assigned Tasks My Tasks a Due Date Incident No Task Status Issued To Issued By a 15 Jun 2011 LIM 2011 01 SD 12345 Potholes New Task Unaccepted Josh Smith Tyronne Hofland P im
7. SS UNITY AND PROS Limpopo Incident Management Website Manual The website is a tool whereby authorised stafi Limpopo Provincial amp Municipal structure as well National level is able to overview incidents ang as personnel to facilitate the resolution of an incident Provincial Government Mowaneng Building Van Rensburg Street LIMPOPO INCIDENT MANAGEMENT WEBSITE LIMC USER MANUAL INTRODUCTION The Premier of the Limpopo Province is implementing a Premier s hotline for citizens of the Limpopo Province to report service complaints with a view to improve the delivery of public services The Office of the Premier Limpopo Province LPA has appointed Deloitte to provide a fully outsourced customer contact centre solution which hosts all infrastructure and systems required for the establishment of the Premier s hotline OBJECTIVES The objectives of the LPA for implementing a Premier s hotline are as follows e To increase the operational efficiency of the LPA by providing a single toll free contact point for members of the public and by employing more efficient methods of handling significant levels of customer interactions e To consolidate and reduce the cost of monitoring and tracking service complaints e To improve customer access and choice of access whilst reducing the cost of customer interaction management e To improve customer service delivery outcomes e To reduce complainant or caller run around in
8. cidences and times e To allow through data pattern and trend analyses early identification of customer service trouble spots and problem issues The Limpopo Incident Management Database is a tool whereby the authorised staff members of the Limpopo Incident Management Centre LIMC are able to process incidents that are submitted either by Tollfree telephone 0800 864 729 Email talk2me premier limpopo gov za Website www limpopo gov za Free Fax 0800 867 451 Letter Free Post KZN 138 Umhlanga Rocks 4320 In person Office of the Premier Limpopo Although most of the incidents will be received by the LIMC from the contact centre the system does allow for incidents to be captured manually by LIMC staff Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 1 Page LIMPOPO INCIDENT MANAGEMENT WEBSITE This website is a tool whereby authorised staff within the Limpopo Provincial amp Municipal structure as well as officials at National Level are able to overview incidents and assign tasks to personnel to facilitate the resolution of the incident The website comprises of three different user types 1 Modifier A Modifier manages an incident and assigns tasks to investigators 2 Investigator The Investigator receives tasks from modifiers and in turn can create tasks for other investigators or their own contacts service providers 3 Service Provider The service provider has the same task as an
9. con next to the contact you wish to delete You will be asked to confirm your selection before the contact will be deleted from the system Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 19 Page My Account Updating My Details 1 Click on Update Details 2 Enter Details as required D Accepted O Expired 0 Completed Department Type Department Division Contact Type Name Name racy Surname Tel Mobile Email Address 3 Click Save 4 Click Ok Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 20 Page Setting up Out Of Office By setting an Out of Office notice any users attempting to assign tasks to you during this period will be informed by the word out appearing next to your name in the contact list To set an Out of Office notice 1 Click the My Account tab 2 Select the dates that you will be leaving and returning Out Of Office Leaving On ki Returning On c3 amp Set Out Of Office 3 Click Set Out Of Office button to save the details Removing Out Of Office 1 Click the My Account tab 2 Click the Clear Button 3 The dates will be removed from the range fields Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 21 Page
10. ger The person in charge of the Limpopo Incident Management Centre At present this position is held by Ms Adelaide Phukubye USER TECHICAL ASSISTANCE For any assistance required when using the Incident Management Website contact 031 560 7384 or alternatively pi toanon co za Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 3 Page ACCESSING THE SYSTEM Logging into the System 1 Enter Website URL www LIMC co za 2 Enter your login username email address 3 Enter your password 4 Click Login by LIMPOPO All form fields are required Email fo me Forgot Password Login 5 Navigates to the Modifiers home screen Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 4 Page OPERATING GUIDE Modifiers Home Screen This is the modifier home screen which is displayed once you have successfully logged into the system You can manage incidents assign tasks set reminders create contacts and manage your own details Please refer to the operating instructions below a Managing an incident b Creating and managing tasks c Creating a reminder d Adding new contacts e Setting up an out of office notice Welcome Tyronne Hofland Incidents My Tasks Assigned Tasks 0 New 0 New 0 New 2 Accepted 0 Accepted 0 Accepted s 0 Expired 0 Expired 0 Expired LIMPOPO 0 Completed 0 Completed 0 Completed PROVINCIAL GOV
11. he task details screen 1 Click new task 2 Enter fields as required shown below Name Alan Longhurst ID Number 56 Tel Cell 0824530022 Email alana dt Pension No Address Pension Type 24 Houlake Drive Durban North Category Service Delivery Sub Categc Street No Suburb City Town District Department Type Natic Municipality Specify Other Depart Incident Details No water in the area Other Details All form fields are required Department Type Municipality W Department Roads amp Transport J Municipality Aganang YO District Gepreom Contacts Josh smith sd Subject Potholes O OO O Task Details Please attend to potholes on main a road Due Date 5June 2011 O O A Save Close 3 Click save 4 Click ok The task is then assigned to the person that you have specified An email is sent to the person informing them of the new task and requesting that they log in to check Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 11 Page Viewing Tasks To view the tasks you have assigned to others click on the Assigned Tasks tab as shown below ee O e O e O 15 Jun 2011 LIM 2011 01 SD 12345 Potholes Tyronne Hofland a az ss rT ian ne 53m 2011 uv 2014 01 s0 12545 verges New Task unaccented Tree ofend Tyrone land To view tasks that are assigned to you click the My Tas
12. ks tab as shown below 17 Jun 2011 LIM 2011 01 SD 12345 Further investigation New Task Unaccepted Tyronne Hofland Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 12 Page Creating a new task for yourself shown below 1 Click New Task 2 Enter info as required in fields 3 Assign the due date by clicking on the calendar and selecting the date 4 Click save 5 Click OK All form fields are required Department Type Municipality Department 9 16 23 a Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 13 Page Creating a new task for yourself continue Once a task is assigned to you you can accept or decline the task by clicking the Accept tab shown below or decline it by clicking the Decline tab Then click ok Requesting an extension on a task 1 Click Request Extension and enter reason as shown below 2 Click Send Request and this will be sent for approval to the moderator Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 14 Page Viewing the Incident File 1 Click on the Incident file tab to review the info Name Alan Longhurst ID Number 5608295126085 Birthdate 29 08 56 Tel Cell 0824530022 Email alan dtrix co za Contact Method
13. s e Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 17 Page Adding a new Contact 1 Click on the Contacts tab 2 Click on Add Contact 3 Enter Details as required If an email address is supplied the option to specify a password will become available On saving the contact an email will be sent to the new contact with their login information and details in order to access the system D Accepte D Accepted 1 Accepted 0 Expi 1 Expired 1 Expired 0 Completed 0 Completed Completed at Department Type Department e Aenm Division select ee Municipality elect District Contact Type a Name Name racy Surname nee Tel a Mobile Email Address osh Save Cancel s 4 Click Save 5 Click Ok Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 18 Page Editing a Contact 1 Click the contacts tab 2 Click the icon to open the edit screen 0 Expired 1 Expired 1 Expired 0 Completed 0 Completed 0 Complete Update Contact Josh Smith ki E _New in All form fields are required Department Type a Cont Department Division Municipality District y Depa Contact Type Tel Mobil Agricult Name Surname smith Tel 0830000000 Mobile 0830000000 Email Address email domain com Password Save Cancel 3 Edit the details 4 Click Save 5 Click Ok Deleting a Contact 1 Click the i
14. tatus In Progress x Task Incident File Reminders Task Log A Update Task g Remove Task a Accept g Decline o Request Extension Task Details Update Task Status x Assigned To lan Longhurst Task Unaccepted Assigned By Alan Longhurst Reason for request for Extension Task pee nies Subject Burst water pipe y Alan Cetg es on 18 Mar 2011 Task Details Renew tar around area that was dug to f Task assigned to Alan Longhurst Due Date 8 Apr 2011 Incident Over iew Name Jacob Meyer ID Number 0987654321 Tel Cell 234567890 Email jmeyer test co z Incident Details Water Pipe burst on the corner Send Request Close te After clicking on the send request button the task will be removed from your tasks list and sent back to the person who issued you the task Upon accepting the task the relevant user who is logged in will then be able to assign tasks to investigators or complete the task If a task expires before it has been marked as completed an email will be sent to yourself as a reminder and the Task Owner will be notified of this The Expired task will not be removed from your task list but will be highlighted by a red icon which will appear next to the date Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 10 Page Creating a Task If you are a modifier and an incident has been assigned to you you will be able to add a task on the incidents details screen Alternatively you can add new tasks from t
15. ther Department Agency Municipality Specify Other Department oidlksdi aledh alisduh lisdh li Incident Details No water in the area Other Details Version 03 OPS 05 Limpopo Incident Management Website Rev 00 03 11 7 Page Managing a new Incident continue If you request an extension or decline the incident you will be prompted to provide your reasons why Case Details LIM 2011 01 SD 12345 Due On is Jun 2011 Status Reported to Department x Incident Details Tasks Incident Actvity Log es Accept Request an Extension x Decline Personal Details Update Incidents Status x Name Alan Longhurst ID Number 56082951260 Ai na Geel tases aaa Tel Cell 0824530022 Email alan dtrix co za E Pension No Address Reason for request Pension Type 24 Houlake Drive Service No Durban North Incident Details Category Service Delivery Sub Category Wate Street No Suburb City Town A Re Agan District Department Type National Municipality Specify Other Department oid Send Request Close Incident Details hi No water in the area Other Details After clicking send request the incident will be removed from your incidents list and sent back to the LIMC Case Details GRS 2011 03 GI 1 Due On Bs Apr 2011 Status In Progress x Incident Details Tasks Incident Actvity Log a New Task W Incident Completed Personal Details Name Jacob Meyer ID Number 0987654321 Birthdate Tel Cell
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