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Highways FAQs - Coggle Diagram
Highways FAQs
Data analysis
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types of information collected, data quality and gaps
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What does the current setup allow us to do? What was the problem statement when building the current FAQ module?
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Ensure calls that can't be resolved FPOC are routed to the correct team based on the enquiry type and location
Requirements gathering
Determine needs, pain points and 'desired' features
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Improvements
FAQ specific online form
Current setup is to use GE form which sends email to highways@ mailbox which are manually logged in CRM and Firmstep
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