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Government Citizen Services Helpdesk Checklist

Ensure seamless citizen support with our Government Helpdesk Checklist! Streamline issue resolution, boost satisfaction, and maintain compliance. Perfect for handling inquiries, complaints, and technical assistance - all in one organized checklist.

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Initial Contact & Information Gathering

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Steps for handling initial citizen contact and collecting necessary information.

Citizen's Full Name

Citizen ID (if applicable)

Brief Description of Issue

Contact Method

Date of Contact

Time of Contact

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Citizen's Location (if relevant)

Issue Classification & Prioritization

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Process for categorizing the issue and assigning the appropriate urgency level.

Issue Category

Severity Level

Estimated Resolution Time (Hours)

Impacted Service

Brief Description of Issue

Knowledge Base Search & Self-Service Guidance

3 of 8

Steps to determine if the issue can be resolved through existing knowledge base articles or self-service resources.

Knowledge Base Article Searched?

Search Terms Used

Number of Articles Reviewed

Summary of Relevant Article(s)

Self-Service Option Suggested?

Description of Self-Service Guidance Provided

Citizen Acknowledged Self-Service Guidance?

Troubleshooting & Resolution Attempts

4 of 8

Actions taken to diagnose and resolve the citizen's issue.

Describe the troubleshooting steps taken

Were any knowledge base articles consulted?

Number of attempts to resolve the issue

Was a temporary workaround implemented?

Date of temporary workaround implementation (if applicable)

Time of temporary workaround implementation (if applicable)

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Detailed description of the workaround (if applicable)

Escalation Procedures

5 of 8

Steps to follow when the issue requires escalation to a higher level of support.

Escalation Tier

Reason for Escalation

Detailed Description of Issue Requiring Escalation

Estimated Time to Resolve (Citizen's Perspective)

Assigned Specialist/Team

Escalation Date

Escalation Time

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Documentation & Record Keeping

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Ensuring all interactions and resolutions are properly documented.

Detailed Issue Description

Ticket Number

Issue Category

Date of Interaction

Time of Interaction

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Agent Initials

Resolution Notes

Follow-Up & Customer Satisfaction

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Steps to confirm resolution and gauge citizen satisfaction.

Follow-Up Date

Follow-Up Time

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Issue Resolved?

Customer Satisfaction Score (1-5)

Citizen Comments/Feedback

Further Assistance Required?

Agent Signature (Confirmation of Follow-Up)

Security & Privacy Compliance

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Verifying adherence to security and privacy protocols throughout the interaction.

Verification Method Used

Verification Notes (if applicable)

Data Sensitivity Level

Privacy Disclosure Acknowledgment Details

Access Control Confirmation

Data Retention Expiration Date (if applicable)

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