Introduction:
This document explains the process that the Information Quest team uses when they receive project requests through ServiceLINK. It explains what to expect from the team and when to expect it.
Request:
Upon submission - automatic reply from ServiceLINK
Within 2 business days - reply from IQ staff member to inform of next prioritization meeting
Within 1 week - Obtain all information needed to complete the request
Prioritize:
Weekly - new requests are presented at a prioritization meeting and projects are scheduled and assigned
Note: if a request is put on hold, it will be presented at future prioritization meetings until scheduled
Within 2 business days of prioritization meeting - assign to IQ staff member (or PMO if large project) to relay decision, timing, and public facing list to customer. Add to public facing list
Decline:
Within 2 business days of prioritization meeting - IQ staff member relays decision to customer with case/reason
Update:
When project begins - IQ staff member will let customer know their project began
Bi-weekly - IQ staff member will update customer with current projects
Once a month - IQ staff member will update customer with projects on hold