What is esd?
You will use:
Activity Based Costing (ABC) - Cost modelling
Costs and efficiencies
Services (tree views)
You may use:
Basket of services
News and events
You can record the volumes of transactions for each service, interaction, channel and (optionally) profile combination. These can be added and updated individually in your local tree or in bulk by uploading a spreadsheet.
These transactions can be manually entered indiviudally using the Local Tree online or you can download the transactions information in various formats, make the necessary changes and then upload back to the esd-toolkit.
Why would you do this? The answer is because once you have volumetrics in the esd-toolkit you can begin to produce various reports like Channel transaction statistics, service profile comparision, transaction analysis, shared volumetrics report, and avoidable contact breakdown. When you have supplied/entered a reasonable amount of transactions you can also begin to benchmark against other local authorities.
Click here to navigate to Transaction volumetrics
Screenshot of transaction volumetrics: