Mobile Helpdesk application
The Authority’s use of the Helpdesk is key to driving performance on PFI contracts. Typically, the Helpdesk is underused with Authority staff unaware of its importance, wary of the effort involved in reporting, or believing that it does not make a difference to the Trust.
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P2G have developed a mobile application (iPhone & Android) to assist with this process. This enables Authority staff to easily report issues on the move (including photos) against each Service provided, using the appropriate Urgency Codes (from the SLA), and be informed as to the Response Times and Rectification Times (i.e. when they can expect it to be fixed).
In addition to the PFI estate, the app can also serve other Authority facilities and services, including the Authority’s own estates team and other outsourced contracts.
Designated Authority Administrators have access to a web-portal showing all issues reported via the app, which can be downloaded in excel format. This can be used in the monthly PMR validation process to corroborate Project Co’s own helpdesk records.
In addition to the PFI estate, the app can also serve other Authority facilities and services, including the Authority’s own estates team and other outsourced contracts.
Designated Authority Administrators have access to a web-portal showing all issues reported via the app, which can be downloaded in excel format. This can be used in the monthly PMR validation process to corroborate Project Co’s own helpdesk records.
