CRM.14.01.01 BS - Service Request - General Query

CRM.14.01.
01 BS - Service Request -
General Query
Table of Contents
1. PURPOSE ................................................................................................................................ 3
2. VERSION CONTROL............................................................................................................... 4
3. STAKEHOLDERS .................................................................................................................... 5
4. DOCUMENT PROPERTIES ..................................................................................................... 7
5. APPROVAL ............................................................................................................................. 8
6. PROCESS CAPABILITY (PCAP) .......................................................................................... 10
6.1. Business Scenario (BS) .................................................................................................... 10
6.2. Business Scenario (BS) Description ................................................................................ 10
7. BUSINESS PROCESS PROCEDURES (BPP) ...................................................................... 11
CRM.14.01.01 BS - Service Request - General Query
Copyright to City of Johannesburg

Last Updated: 5/15/2018 11:48 PM Page 2 of 12
1. Purpose
This document clearly defines the Business Scenario (BS) of a Business Process Capability (BCAP) of a Process Type
(PT), with its associated Business Process Procedures (BPP) to achieve the following high-level objectives:
 Understand and confirm the business system (process, organisation, technology); the flow and relationships
(workflow, information flow, knowledge flow, control flow) between processes; the decomposition of the
processes; etc.
 Provide a basis for the harmonisation of processes across different municipal entities, departments and to define
the best of breed in execution.
 Provide a useful vehicle for communication and ownership.
 Provide the basis for communication, training and procedures development.

2. Version Control
Version No. Date Author Description of Update
0.1 07/11/2017 Valentine Sinarwo First draft issued for review.
0.2 14/11/2017 Moipone Motloung Reviewed Document
0.3 28/02/2018 Gift Motshegoa Reviewed Document

3. Stakeholders
Role Name Company
Business Relationship
Management (BRM) Project Moyahabo Rampedi CoJ
Manager
Business Relationship
Management (BRM) Project Modie Mabalayo EOH
Manager
Regulation, Legislation & Statutory
TBC CoJ
Stream Lead (BRM-MSC)
Regulation, Legislation & Statutory
TBC EOH
Stream Lead (BRM-MSC)
Value Management Stream Lead
TBC CoJ
(BRM-VMG)
Value Management Stream Lead
Dominique Pousson EOH
(BRM-VMG)
Business Process Management
Precious Betshwana CoJ
(BPM) Project Manager
Business Process Management
Hunadi Phaiphai EOH
(BPM) Project Manager
Corporate Governance (BPM-COG)
TBC CoJ
Stream Lead
Corporate Governance (BPM-COG)
Mohammed Ahmed EOH
Stream Lead
CRM & Citizen Engagement (BPM-
TBC CoJ
CRM) Stream Lead
CRM & Citizen Engagement (BPM-
TBC EOH
CRM) Stream Lead
Financial Management (BPM-FIN)
TBC CoJ
Stream Lead
Financial Management (BPM-FIN)
Gilbert Chamunorwa EOH
Stream Lead
Human Capital Management (BPM-
TBC CoJ
HCM) Stream Lead
Human Capital Management (BPM-
TBC EOH
HCM) Stream Lead
Infrastructure and Asset
Management (BPM-IAM) Stream TBC CoJ
Lead
Infrastructure and Asset
Management (BPM-IAM) Stream TBC EOH
Lead
Management Accounting (BPM-
TBC CoJ
MAC) Stream Lead
Management Accounting (BPM-
Alois Hurune EOH
MAC) Stream Lead
Revenue Management (BPM-RMG)
TBC CoJ
Stream Lead
Revenue Management (BPM-RMG)
TBC EOH
Stream Lead
Supply Chain Management (BPM-
TBC CoJ
SCM) Stream Lead
Supply Chain Management (BPM-
Vishnu Gounden EOH
SCM) Stream Lead

Role Name Company
Application Lifecycle Management
TBC CoJ
(TSM-ALM) Stream Lead
Application Lifecycle Management
Gavin Crighton EOH
(TSM-ALM) Stream Lead
Solution Architecture & Integration
Aubrey Mochela CoJ
Manager (SAIM) Project Manager
Solution Architecture & Integration
Nicklesh Singh EOH
Manager (SAIM) Project Manager
Additional Stakeholders

4. Document Properties
Filename CRM.14.01.01 BS - Service Request - General Query
Document Status
Draft
Final/Draft/Work-in-progress

5. Approval
Please Note: Approval Signatures of Solution Leads are mandatory from:
 Business Relationship Management (BRM)
 Business Process Management (BPM)
 Technical Solution Management (TSM)
 Application Lifecycle Management (ALM)
Date
Role First Last Name Signature
ccyymmdd
BRM Project Manager CoJ
BRM Project Manager EOH
BRM-MSC Stream Lead
CoJ
BRM-MSC Stream Lead
EOH
BRM-VMG Stream Lead
CoJ
BRM-VMG Stream Lead
EOH
BPM Project Manager CoJ
BPM Project Manager EOH
BPM-COG Stream Lead
CoJ
BPM-COG Stream Lead
EOH
BPM-CRM Stream Lead
CoJ
BPM-CRM Stream Lead
EOH
BPM-FIN Stream Lead CoJ
BPM-FIN Stream Lead
EOH
BPM-HCM Stream Lead
CoJ
BPM-HCM Stream Lead
EOH
BPM-IAM Stream Lead CoJ
BPM-IAM Stream Lead
EOH
BPM-MAC Stream Lead
CoJ
BPM-MAC Stream Lead
EOH
BPM-RMG Stream Lead
CoJ
BPM-RMG Stream Lead
EOH
BPM-SCM Stream Lead
CoJ
BPM-SCM Stream Lead
EOH
TSM-ALM Stream Lead
CoJ
TSM-ALM Stream Lead
EOH


6. Process Capability (PCAP)
Example: FIN.01.03 - Asset Accounting (FIN-AA)
CRM.14.01 - Omni channel - Voice
CRM.14.02 - Omni channel - Walk-ins
CRM.14.03 - Omni channel - Email
CRM.14.04 - Omni channel - Sms
CRM.14.05 - Omni channel - Web
CRM.14.06 - Omni channel - Chat
CRM.14.07 - Omni channel - Social Media
CRM.14.08 - Omni channel - Mobility
6.1. Business Scenario (BS)

Example: FIN.01.03.02 - Assets Acquisition
CRM.14.01.01 - Service Request - General Query
6.2. Business Scenario (BS) Description

Provide the high-level description of the Business Scenario (BS).
This Business Scenario highlights the process where the customer/citizen can reach to the customer care for their
general queries with respect to theatre amenities. The customers will be reaching out to the customer care via any
channel and can feed in their queries which include any general issue with respect to water or maintaining customers
data. For each customer interaction, an Interaction Record will be created and for each query the front end agent will be
creating a Service Request. This Service Request can be further assigned to the different teams to sort out the issue that
the customer is facing.

7. Business Process Procedures (BPP)
The identification of its associated Business Process Procedures (BPP) within the associated Business Scenario (BS).
BPP GUID - Label BPP Description

Example: An external Asset acquisition is a business
Example: FIN.01.03.02.01 - External Acquisition (with
transaction resulting from the acquisition of an asset from
Vendor)
a business partner.
This Business Process Procedure highlights the process
where the customer calls the customer care and
addresses his/her issues with respect to theatres. The
customer could be asking for any information or will be
CRM.14.01.01.01 - General Information
addressing his/her query. The front desk agent will classify
the issues under the general queries and will create a
Service Request. The customer will be notified with
respect to the Service Request Number.
where the customer walk-in to the customer care and
customer could be asking for any information or will be
addressing his/her query. The front desk agent will classify
the issues under the general queries and will create a
Service Request. The customer will be notified with
where the customer mails the customer care and
customer's mail could be asking for any information or will
CRM.14.03.01.01 - General Information be addressing his/her query. Each mail from the customer
will be having an Interaction Record. The front desk agent
will classify the issues under the general queries and will
create a Service Request. The customer will be notified
with respect to the Service Request Number.
where the customer messages the customer care and
customer's sms could be asking for any information or will
be addressing his/her query in the form of short codes.
Each sms from customer will be creating an Interaction
Record. The front desk agent will classify the issues under
the general queries and will create a service request. The
customer will be notified with respect to the service request
number.
where the customer visits the theaters Web Portal and
login via his credentials. From the web portal the
customers can address their issues with respect
to theatres. The customer request could be asking for any
CRM.14.05.01.01 - General Information information or will be addressing a query from the options
available there. Each web query from the customer will be
creating an Interaction Record. The front desk agent will
classify the issues under the general queries and will
create a Service Request. The customer will be notified
CRM.14.06.01.01 - General Information where the customer visits the Theatres Web Portal and
logs in via his credentials. From the Web Portal, he

BPP GUID - Label BPP Description
initiates the chat with the theatre customer care. Over the
chat customers can address their issues with respect
to theatres. The customer request could be asking for any
information or will be addressing a query from there. Each
chat query from the customer will be creating an
Interaction Record. The front desk agent will classify the
issues under the general queries and will create a service
request. The customer will be notified with respect to the
Service Request Number.
where the customer login to his Twitter or Facebook page
and visits the Theatre page. The customer can post any
messages with respect to a query or general information
on Theatre page or Twitter handle. The customer request
could be asking for any relevant information or will be
addressing a specific query. Each query from customer on
the Facebook page/Twitter handle will be creating an
Interaction Record in CRM. The front desk agent will
classify the issues under the general queries and will
create a service request. The customer will be notified with
where the customer login to his mobile app and goes to
the theatre page. The customer can post any messages
with respect to a query or general information. The
customer request could be asking for any relevant
information or will be addressing a specific query from
there. Each query from customer on the mobile app will be
creating an Interaction Record in CRM. The front desk
agent will classify the issues under the general queries and
will create a service request. The customer will be notified


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