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An employee has cut himself on a machine, a fork lift truck has toppled over or a visitor is feeling unwell from eating the soup in the canteen. These types of calls may not sound familiar to the average TOPdesk user; however, for the employees of the Health, Safety and Environment department at Oc Technologies, such incidents recur daily.
Most TOPdesk consultants are aware that nine out of ten customers will use TOPdesk for their IT and/or Facilities department and, due to our experience in these areas, we never question whether TOPdesk would fit the needs of these departments. However, on occasion, we do hear of clients who use TOPdesk for entirely different purposes. A good example of such a client is the Health, Safety & Environment department at Oc Technologies, a Dutch organization that supplies document management and printing. This department handles calls on accidents and dangerous situations within the organization.
Minimizing risks
Oc has employed four safety specialists to keep track of
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because other sections of the organization already had a lot of experience with the software and the package generously met all their needs. The process is also very similar to the registration and completion of IT-related calls, explains Ren Weinand, Project Leader during the implementation.
If you aim at less than 10 percent of the calls being risk class 4 or higher, for example, then you will want TOPdesk to display the number of received calls and their corresponding risks. Especially for this purpose, TOPdesk has created optional fields. These are available by default and, if used well, they can expand the information flow and reporting options of TOPdesk considerably. Oc uses approximately 20 optional fields divided over four groups. The details that callers fill in on the form then automatically appear in the right fields.
they do not always log minor incidents, Emergency Response Officers seem to manage more incidents than are actually logged in TOPdesk. Thats a shame, because these are incidents that you can learn from, comments Henk. The most frequent users of TOPdesk are the safety specialists. For them, the biggest advantage is the added efficiency because they no longer have to type out the details of each individual call. Henk explains, Now, I dont spend as much time registering a call, which gives me more time to investigate the cause of the incident. Another significant advantage is the possibility to inform managers and others involved by email, which in turn enables you to save all the correspondence. Prior to the implementation, you would save forms, photos and research reports in large files, while you now have them in digital form. You can now find everything in TOPdesk, including attachments, and managers can look at their departments calls through the Self Service Desk. In this way, they dont have to call or email their colleagues with questions about the status of a call.
COLLEAGUES FIND THE REGISTRATION OF CALLS VIA THE SELF SERVICE DESK EASY AND ACCESSIBLE
establish whether gases have been emitted and what the scale of the damage is. He or she then registers information about the risk, including the most important risk factors and the scale of the risk. To ensure that these details are all included in the call, a special form has been developed for the caller. You could add this information to the request and action fields in TOPdesk, but this will limit your reporting and selection options. Reporting, however, is essential. Especially concerning risk factors and classes, it is important to report on the frequency of certain situations. Once you are aware of this, you can improve your service.
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