Outcomes and Measurement of the Shared Contact Centre Performance

Shared Contact Centre Outcomes	Shared Contact Centre Performance Indicator
1. Accessibility of Contact Centre services and toll free line for our customers	% of calls with complements/suggestions from customers about health service delivery in the province.
2. Free flowing of recorded information and health education about services rendered by department.	% of customers using ECDoH services with knowledge and protocols. Captured intellectual capital into the organisational memory for BPR (Business Process and Reengineering).
3.Functional integration through Shared Services Model implementation	% of coordinated efforts, teamwork, co-responsibility and co-ownership from every employee of the department. Economies of scale, scope, skill and back office concentrating on the core of their business cases.
4. Improved quality of health care and redress	% of facilities accredited with improved standard of customer service excellence.
5. Establishment of one ECDoH Contact Centre with subunits including EMS control rooms for dispatching ambulances	Central management of ECDoH queries in one place.
6. Establishment of self-services shared knowledge portal for preservation of departmental intellectual capital for all health care newly qualified health professionals.	% of health professional/customers supported online on any service problems identified during practice.

ECDOH CALL CENTRE	PRESIDENTIAL HOTLINE	ANTI-FRAUD & CORRUPTION HOTLINE
0800 032 364	17737	0800 701 701