Request Center

Request Center Solution 

The Request Center provides the entire organization with a centralized destination to submit requests, ensuring the right information gets to the right people so that requests can be addressed quickly and effectively. From requests for marketing collateral to facilities and IT, everyone in the organization will know exactly where to go to access the expert resources they need to meet their objectives.

Solution Overview

Business challenges 

  • Collaboration (Primary)
  • Communications (Secondary)
  • Knowledge Management (Secondary)

Owners and audiences 

  • Department Managers/Leads (Owners)
  • All employees (Audience)

Business value

The Request Center solution provides the entire organization with a centralized destination to submit requests, ensuring the right information gets to the right people so that requests can be addressed quickly and effectively. From requests for marketing collateral to facilities and IT, everyone in the organization will know exactly where to go to access the expert resources they need to meet their objectives.

Employees no longer need to scour the company directory and send multiple emails to find someone who can assist them. The Request Center provides a single location to submit requests and view recent submissions, so employees can spend more time being productive. It is structured to help users submit their requests to the right place with the right information using separate Channel templates for common request types (such as office signage, business cards, or IT equipment), ensuring the necessary information is collected to complete the request.

Subject Matter Experts (SMEs) can be subscribed at a Channel level, ensuring adequate and appropriate coverage for each type of request. SMEs can set up instant or scheduled notifications, depending on the volume, urgency, and workflow of the request type, to ensure it is resolved within the expected timeframe. This can create large time savings for your high-value experts, giving them more opportunity to focus on their business-critical functions.

Key Features

  • Discussion Forum Channels for requests
  • Channel templates
  • Ability to search
  • Call to Action buttons
  • SMEs Members widget

Screenshot

SolutionsScreenshots_RequestCenter.png

Business Outcomes

Measuring success

The Request Center solves many business challenges, but the biggest impact is on knowledge management. Ensure your Request Center Solution delivers the results you need by measuring its success using key performance indicators (KPIs). These outcomes should focus on addressing the collaboration challenges faced by companies when listening and reacting to your employees' ideas, views and challenges.

Key outcomes

Measuring against KPIs specific to the Request Center allows you to determine: 

  • What areas are generating the most requests? What is the reason for this high volume? Is there a lack of collateral or is it simply a high-traffic department (HR/IT)? 
  • What areas need improvement to better support our employees so they in turn can support our customers? 
  • What goals and objectives should our departments prioritize to better equip our employees?
  • Is our information architecture robust? Are employees requesting content that already exists and if so, how often? Should this content be better displayed, potentially via a Call to Action button?
  • What people-focused goals and objectives should we examine to ensure our SMEs are not over-utilized replying to requests?
  • What information-focused goals will improve the quality and quantity of self-service support materials available to the organization?
  • What process-focused goals will improve efficiencies around the organization?

Key goals and objectives 

Some key goals and objectives to keep in mind when determining KPIs for your Request Center include: 

  • Creating a centralized space for requests 
  • Increasing visibility of previous requests
  • Identifying improvements in resources and processes 
  • Improving employee experience and knowledge management 

Business processes

You should incorporate your Request Center Solution into your existing internal business processes. Think about what processes, policies or procedures might have to change or be updated.

  • Do SOPs need to be updated? (e.g. integrating with other feedback tools or forms, creating SLAs around responding to requests) 
  • Are there processes that need to change? (e.g. responding to request suggestions, steering committee for prioritizing requests, consolidating similar requests)

Key areas 

Some key areas to pay close attention to when measuring the success of your Request Center Solution include: 

  • Call to Action buttons per key departments
  • Discussion forum topics - to consolidate requests
  • Searchability
  • Labels
  • Channel templates for requests by department

Recommended KPIs

Below are some recommended KPIs for measuring the success of your Request Center Solution. Keep in mind that some of these recommended KPIs will align with your organization's goals and objectives, while others may not. It's critical to align KPIs with your unique goals and objectives to accurately measure success. 

  • X% increase in number of responses to requests
  • X% increase in the number of requests posted
  • X% decrease over time in the number of requests posted by department
  • X% reduction in the overall frustration of employees in access to business resources and process to request new collateral (via survey results) 
  • Minimum of X number of responses published in the Request Center on actioned request items in a given time
  • An average of X number of requests "resolved" each month via discussion forum

Note: KPIs are generally time-based and should be evaluated and/or modified on a specific cadence (e.g. quarterly).

Solution Roadmap

Implement 

The Request Center Solution comes with a pre-configured template. Our Consultants and Configuration Specialists use this template as the baseline for your implementation. The focus of the implementation is on design, configuration, content, and training.

These are the major implementation initiatives for the Request Center Solution:

  • Site architecture: Review the Solution architecture.
  • Homepage: Surface the most important calls-to-action and updates within the Solution on the homepage to provide an at-a-glance view and easy access to relevant content.  
  • Site map: Update the site map based on mutually agreed to modifications (e.g. moving, deleting, adding pages and/or applications).
  • Configuration: Update the Solution configuration settings.
  • Users & Groups: Add groups and users to the Solution. Be sure to ensure the right groups can 'Write' to channels you created to capture their requests.
  • Content: Add content (e.g. best practices, expectation setting and channel templates) and apply permissions.
  • Design: Apply the visual design to the Solution (e.g. global CSS changes, header, footer, banners, icons).
  • Testing: Do a quality assurance sweep of the Solution (e.g. broken links, navigation, permissions).
  • Training: Train key stakeholders on the Solution (e.g. Human Resources, Team Leads and IT) through engaging, easy-to-consume content.

Drive engagement and adoption 

Once you've determined the architecture and the content that will live in your new Request Center, it's time to get ready to launch, engage, and evolve. Use the recommended tactics below to successfully launch your Request Center, maximize adoption, drive engagement, and expand the Solution for long-term success.

Launch

  • Pre-populate with requests you've already captured: Add in a pre-defined list of prior requests you are aware of or are working on to show that you've been listening and to make the space feel 'busy' right from the start. This will help to make the Solution a safe space for people to voice their requests in a place where they will be actioned.
  • Identify your Champions: Plan to engage the necessary SMEs who will act as champions once the Solution is live. Ask them to actively monitor the Request Center and respond proactively.
  • Let your users know you want to hear from them: Draw attention to the Request Center early, leading up to launch so you can capture users' requests right away.

Engage

  • Poll employees: Use the Poll Widget to gauge success, determine new request categories.
  • Let users know the impact of their feedback: Highlight implemented requests and the related rationale. Create communications around what the team is doing with requests through success stories, information architecture changes and the positive impact of the Solution.

Govern 

This Solution should be managed by Digital Workplace Management team, and key resources in departments like Human Resources, IT.

  • Use departmental channels: Set up request channels for each department to collect requests from all employees.   
  • Ensure new requests are seen quickly: Set subscriptions (e.g. daily subscriptions are recommended) to ensure SMEs are receiving updates on requests for their departments. 
  • Engage employees: Encourage requests from employees by opening up commenting, rating, and likes on items. 
  • Measure success: Review analytics and check against defined success metrics to determine what's working and what's not. 
  • Manage growth: Create policies for managing this Solution moving forward (e.g. adding new channels, giving administrative access to new users, defining appropriate/inappropriate content, etc.).
  • Assign ownership: Define a Digital Workplace Manager or management team who is responsible for all request activities at a strategic and tactical level to be sure items don't get missed. 

Evolve

  • Generate and circulate success stories: Identify which teams can share stories on how requests being fulfilled has made a positive impact to the organization. Track a significant request and show how the idea started and describe how it turned out as well as the key impacts.
  • Utilize the Status Widget: Show the number of requests received and how many have been implemented, etc. 
  • Leverage frequent users: Review and incorporate feedback from your Champions or Advocates to include updates and changes that have an impact. 
  • Reassess metrics: Review objectives and KPIs to refine them and continue to mature and maximize the business value of the Solution.

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