Advisory Services & Help Desk Survey Results

1. Advisory Services & Help Desk Survey Results March 12, 2002

2. Agenda • Descriptive Information • Resources & Clients • Services & Marketing • Statistics • Quality & Value Added • Challenges & Distinguishing Features • Conclusions Advisory Services and Help Desks Survey

3. Descriptive Information Response Rate 75% • Data - Data Help Desk • Education - Education Advisory Service • Energy - Energy Help Desk • ESSD - ESSD Advisory Service • Feedback - Web Feedback • FSKIS - Financial Sector Knowledge and Information Services • OED - OED Help Desk • OPCPS - OPCPS Advisory Service • PREM - PREM Advisory Service • Rapid - Rapid Response (Private Sector Advisory Services) • Safeguard - Safeguard Policies Help Desk • SPAS - Social Protection Advisory Services • Transport - Transport Help Desk • Urban - Urban Help Desk • Water - Water Help Desk Advisory Services and Help Desks Survey

4. Support End Users and Their Work Programs Respond to Queries Provide Information Organization/Access Participation in Other KM Activities Analyze/Advise/Package Information Perform Evaluation/Channel Feedback Other 8 8 5 4 3 2 3 Descriptive InformationObjectivesList the objectives of the center Advisory Services and Help Desks Survey

5. Descriptive InformationObjectivesList the objectives of the center • Support End Users and Their Work Programs • Help increase quality of preparation for FSAP teams FSKIS • To contribute to higher quality design and implementation of public policy for the private sector in developing countries Rapid Response • Respond to Queries • Respond to Queries from internal and external clients Education • Provide Information Organization/Access • Connect clients with experts and institutions Education • continue to increase staff access to relevant information sources FSKIS • Participation in Other KM Activities • Enhance OED's dissemination efforts by actively participating in knowledge sharing events internally and externally. OED • To aid in the development of a comprehensive KM strategy for the unit. SPAS Advisory Services and Help Desks Survey

6. Descriptive InformationObjectivesList the objectives of the center • Analyze/Advise/Package Information • Produce synthesized papers consolidating OED's evaluation results. OED • provide useful information to VP and front office about Financial Sector issues as they manifest in queries etc FSKIS • Perform Evaluation/Channel Feedback • To assess and evaluate the center's effectiveness though a survey soliciting feedback from clients. SPAS • Other • Post-sales customer service Data Help Desk Advisory Services and Help Desks Survey

7. Those geared to respond to queries from outside the Bank Those serving primarily a Network 1000 100 - 300 Resources & ClientsQueries/monthAverage number of queries received per month Advisory Services and Help Desks Survey

8. Resources & Clients Clients Served by Proportion of QueriesIndicate the proportion (in percentage) of queries from each category of client Advisory Services and Help Desks Survey

9. Resources & ClientsPriority of Queries Indicate whether each category (of client) is considered a primary or secondary client for the center’s services Advisory Services and Help Desks Survey

10. Services & Marketing Services ProvidedIn addition to responding to queries, list the services and products the center offers Advisory Services and Help Desks Survey

11. Services & Marketing Operating Principles What operating principles does the center use? Advisory Services and Help Desks Survey

12. Services & Marketing Marketing StrategiesHow does the center market its services? Advisory Services and Help Desks Survey

13. Clients Feedback External: Education, ESSD Fund: FSKIS Staff: OED, FSKIS (IFC), OPCPS, SPAS Consulting Groups: Transportation Products Feedback Website: Education Newsletter: Education, SPAS Statistics/Indicators: Transportation, Urban Custom service FSAP: FSKIS Evaluation Synthesis: OED PDS: OPCPS Policies/funding: ESSD Searchable papers & links database: Rapid Services Feedback Reaching out/awareness/presentations: Education, Safeguard Hot topics: FSKIS Finding and Analyzing data: OED Advisory Role: PREM, SPAS Respond to specific queries: ESSD Explanations, resolving anomalies: OPCPS Services & MarketingGrowth AreasWhere is demand for the center’s services growing most rapidly? Advisory Services and Help Desks Survey

14. Services & MarketingExpansion Plans and ApproachesIn what ways does the center plan to expand? Advisory Services and Help Desks Survey

15. Statistics Type of QueryType of Query (as defined by the center) Advisory Services and Help Desks Survey

16. Statistics Topics of QueriesTopic of query (as defined by the center) Advisory Services and Help Desks Survey

17. Statistics Topics of QueriesTopic of query (as defined by the center) Advisory Services and Help Desks Survey

18. Statistics Topics of QueriesTopic of query (as defined by the center) Advisory Services and Help Desks Survey

19. Statistics Topics of QueriesTopic of query (as defined by the center) Advisory Services and Help Desks Survey

20. Statistics Topics of QueriesTopic of query (as defined by the center) Note: Data indicated the information is forthcoming OPCPS reported 100% PDS and related guidelines Advisory Services and Help Desks Survey

21. Quality & Value Accuracy of InformationHow does the center ensure accuracy of information provided to clients? Does the center assess the quality of the sources of information it uses? • Use experts or qualified sources • Share responses with experts in field (Education) • Use reliable sources (Education) • Ask experts in the topic (ESSD) • Send to expert in area for additions (FSKIS) • Consult specialists for each policy (Safeguard) • Depend on DECDG Expertise (Data) • Specific Strategies • Update continuously (ESSD) • Aggressively include potentially conflicting information with explanation (FSKIS) • Perform random checks (OED) • Double-check guidelines (OPCPS) • Provide tight quality control of content (Rapid) • Listen to feedback from clients (SPAS) Advisory Services and Help Desks Survey

22. Quality & Value Possible Value AddedPossible value added (benefit or impact) as reported by the centers Advisory Services and Help Desks Survey

23. Challenges & Distinguishing FeaturesReasons for Inadequate ResponseWhat are the reasons why the center cannot adequately deal with queries? • Query mis-directed • End user has unrealistic expectations • Lack of cooperation from specialist or other staff to respond • Information not available Advisory Services and Help Desks Survey

24. Challenges & Distinguishing FeaturesEnsuring Adequate ResponseHow does the center handle queries that cannot be answered? • All take action to ensure every query gets appropriate response • If cannot do so, possible actions include • Discuss needs with clients to determine appropriate resource • Contact other Bank resources • Refer to other resources in Bank • Other Help Desks, Bank web sites, individual experts • Refer to help outside Bank • Outside experts • UN statistical agencies • OECD • Be clear about reasons for non-response Advisory Services and Help Desks Survey

25. Challenges & Distinguishing FeaturesContributes to SuccessWhat business strategies or characteristics of the center have contributed most to the success of the center? • Client confidence and satisfaction through targeted products OED, Data, FSKIS, Rapid, ESSD • Service attitudes including strong communication FSKIS, Education, ESSD, Feedback • Structure and support Education, PREM, Safeguard, Transport • Orientation to business objectives FSKIS • Broad market perspective SPAS Advisory Services and Help Desks Survey

26. Challenges & Distinguishing FeaturesDistinguishesWhat distinguishes you from other advisory services or help desks? • Substance -- topic, function, service • Clients • Approach to the work Advisory Services and Help Desks Survey

27. Challenges & Distinguishing FeaturesDistinguishesWhat distinguishes you from other advisory services or help desks? • Substance – topic, function, service • Data -- quantitative information is very different from qualitative information Data • We respond to queries about the products we are selling, so we are a pre-Sales and post-Sales Centre. Data • We respond to a lot of technical queries about the web, the functionality of our web-based databases, the functionality of our CD-ROM and need to explain technical issues to the lay user. Data • We don't know other centers well enough to comment but I think that we are more than a pure helpdesk in the sense that we do more than answer queries. We work very closely with thematic groups, front office, EXT, and others to try to make knowledge sharing work. ESSD • Not sector/thematic/region specific OED • Primarily technical, focused on KM advisory and initiatives, one center for all sectors PREM • Quality assured papers and links available online Rapid • Located in the VPs office and play an important role in feeding info back into Network strategy. FSKIS Advisory Services and Help Desks Survey

28. Challenges & Distinguishing FeaturesDistinguishesWhat distinguishes you from other advisory services or help desks? • Clients • Most of our clients are one-time external clients Data • We concentrate on serving internal and partner organization staff as opposed to general external clients. FSKIS Advisory Services and Help Desks Survey

29. Challenges & Distinguishing FeaturesDistinguishesWhat distinguishes you from other advisory services or help desks? • Approach to the work • Structure which assists in responding to queries. Service orientated staffing and overall service mentality of EAS. Assistance and push from Management as needed. Ability to negotiate with experts in the field, give a little, take a little mentality. How can we help them do their work and how can they help us do our work. Education • One person operation Feedback • We provide very technical and in-depth research with the value-added component of coordination and networking. FSKIS • Responses to phone requests OED • Produce substantive briefing papers for senior management. OED • Content/Resources constantly updated and marketed Rapid • Operated by 1 staff member. Safeguard • Quick response; specific, targeted answers to queries; relatively low operating costs (or more bang for the buck.) SPAS Advisory Services and Help Desks Survey

30. Staffing and Resource Changes Marketing Outreach or Expansion Systems Changes Structural Changes New Products and Services Other Data, Education, ESSD, PREM, SPAS, FSKIS ESSD, Data, FSKIS, SPAS Data, ESSD, Safeguard Education, PREM OED, Education OED, Safeguard, SPAS Challenges & Distinguishing FeaturesDo DifferentlyIf there were three things the center could do differently, what would they be? Advisory Services and Help Desks Survey

31. ConclusionsAs captured in discussion at retreat. • Diversification of services demonstrates dynamic nature of audiences • Advisory Services acting as a community strengthens value to end users • Each must be clear about its business model • Focus on end users not intermediate products is beneficial • Refined measurements are needed to support useful comparisons • Tracking system does not meeting needs Advisory Services and Help Desks Survey