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Our Clients
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Hindin clients range in size from the largest Government
ministry to the smallest of District Councils. The flexibility
of the KnowledgeBase product and the professionalism of
the Hindin staff are what makes success possible for all
of our clients. Hindin Clients include:
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This local authority has been a user of KnowledgeBase for many years;
they manage all types of work requests through KnowledgeBase. QLDC
make extensive use of the secure facilities within KnowledgeBase
to allow their contractors access via VPN and Citrix to the work
requests. The council have strict requirements for being able to
share the requests, yet have certain data fields secured for use
only by certain staff or contractors. For example, a contractor
is able to record the cost and the price, but only expose the price
to the council. This outcome was achieved using the security features
already in place in KnowledgeBase.
KnowledgeBase is used throughout the Ministry of Social Development
in departments, such as War Pensions, International Services, Work
and Income National Call Centre, StudyLink, Work and Income Front
Line staff, and Community Service Card. The range of business uses
and outcomes is very diverse, spanning areas that include client
management, information dissemination, distribution and sign off
of communications, and managing and measuring business processes.
The systems implemented integrate seamlessly with the Ministry LDAP
among other systems. The range and diversity of applications is
witness to the utility that the Ministry has leveraged from implementing
KnowledgeBase technology.
If you call NZTA with a query you want to know that the
information given is correct - every time. The implementation at
the Transport Registry Centre in Palmerston North is an excellent
example of a call centre implementing knowledge management and processes
to achieve business outcomes. Using the latest feature set from
KnowledgeBase, they can rest assured that they meet the Right^3
target - Right Information, Right People, Right Time. With the Memo
Manager they can also achieve their other business outcome - alerting
staff about changes before they undertaken, and being certain that
staff have accessed the material.
This enterprise is a collaborative effort between the councils of
the Manawatu, coordinated by Horizons (the regional council) and
Palmerston North City Council. The service currently supports 10
local authorities in the local area (with plans to expand) by providing
an information and service request system after hours. Using the
Zeacom call management system, and a series of incoming queues operators
know which region the caller is coming from. The information in
their KnowledgeBase is categorised by council, and all business
rules for service request routing have been established to send
the requests to the relevant after-hours support officers in those
regions.
This leading education establishment has proven the value of KnowledgeBase
as a tool for achieving business outcomes year after year. The enquiries
from students to Massey about student loans were dealt with so well
that StudyLink looked into how they were servicing requests in KnowledgeBase,
As a side story, StudyLink liked the product so much that they took
it on within a 3 month implementation cycle. The Massey University
KnowledgeBase is integrated with their Student Management System
and provides a full interaction history for all students and potential
students who have made enquiries. To provide a comprehensive experience
for their customers, Massey use the request management facilities
in KnowledgeBase (workflow) as well as the information discovery
facilities (FAQs).
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