Service Support Platform – Departmental Issue Matrix & Workflow Overview

📅 DATE: April 10, 2025

🏢 TO: Office-based and Store-based

📤 FROM: Information and Communication Technology

📝 SUBJECT: Service Support Platform – Departmental Issue Matrix & Workflow thru ONEANTHEM.ONLINE

To enhance efficiency, accountability, and transparency in handling service-related concerns, we have implemented a Service Support Platform that ensures all requests are properly logged, tracked, and resolved in a timely and structured manner.

🔧 Platform Overview: Structured for Success

Our platform is designed to support seamless collaboration between departments while maintaining clarity in responsibility and task execution. This structure reduces miscommunication, ensures accurate documentation, and fosters a more disciplined support environment.

✅ Key Features & Workflow

Request Handling:
All service-related issues and concerns must be logged into the platform. This guarantees that every request is recorded and can be tracked throughout its lifecycle.
Manager & Supervisor Access:
Only managers and supervisors have access to update the status of requests, document actions taken, and assign tasks to relevant personnel.
Task Assignment & Execution:
Once a task is assigned, the respective staff member will carry out the action, but they will not directly update the system. This ensures a clear chain of accountability.
Progress Monitoring & Resolution:
Managers and supervisors continue to monitor the request until it is fully resolved, keeping operations running smoothly and minimizing delays.

🗂 Issue & Concern Matrix by Department

Below is a categorized list of issues each department is authorized to raise through the platform. This delineation ensures faster routing, improved response times, and efficient handling.