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Audit of the School Leavers Information Service (SLIS)

Client: National Careers Institute

Territory: ACT

The project involved an audit of the services offered by the School Leaders Information Services (SLIS) team with a focus on the call centre/information Officer interactions and a review of processes, procedures and staff awareness of their role(s) processes and procedures.

The outcomes of the Project provided the National Careers Institute (NCI) with a better understanding of how to improve the SLIS.

The approach adopted to undertake this Project included:

  • A mystery shopping assessment (20 instances) to evaluate the services provided by the call centre staff, from an end-user perspective.

  • Interviews with key staff (4) at the call centre/information officers identified by NCI

  • Detailed review of the SLIS Operating Manual.

Source: Shutterstock


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