Ontario Parks, Ministry of Natural Resources staff knew they had a problem when they saw people lining up for days at individual parks in early April in order to secure a camp site for a planned family vacation as much as one year away.
Customer Contacts, Tele-Centre Assist Inc. (TCA) as the sole adivisor to Ontario Parks call center initiative worked closely with the team for many years to ensure an efficient and superior reservations service was delivered to campers across North America. Work involved:
-Identifying Business Requirements
-Identifying Fulfillment Requirements
-Identifying Telecommunications & Network Requirements
-Developing an Extensive Request for Proposal (RFP)
-Developing an Evaluation Methodology
-Evaluating Vendor Responses
-Assist with Contract & SLA Negotiations
Once the program was launched, TCA involvement changed to ongoing Quality & Production control. This work evolved into a Comprehensive Operations Assessment of the Call Center for the purposes of pinpointing opportunities for cost and service improvements.
At the Showcase Ontario Awards, Ontario Parks won the Diamond Award in the category of Servicing Ontario's Citizens for the new Ontario Provincial Parks centralized Reservations Service.
