The Alberta Municipal Health and Safety Association (AMHSA) is an educational not-for-profit organization that promotes the knowledge of health, safety, and environment in the workplace. Our mission is to guide municipal employers and workers in implementing effective HSE management systems, data-driven prevention campaigns, and to support the effective transfer of knowledge through in-person/virtual instructor-led training and self-paced learning. Our mandate is to provide meaningful health, safety, and environmental training and education programs to our members in a cost effective manner.

AMHSA has recently become an IACET Accredited Provider (https://iacet.org) and must maintain compliance of our processes against the accreditation standard.

Service Level Agreement

The first step is the creation of a Service Level Agreement (SLA) to match processes and tracking metrics. This SLA will encompass processes across the organization to ensure we are offering a high-level experience to our members. The SLA is a critical document that sets expectation of service (internal and external) levels, issue resolutions, etc. AMHSA does not have internal expertise on the creation of an SLA and will engage a SME to assist as part of this project.

- Technology AMHSA is actively researching implementing Zendesk (Suite Growth / Suite Professional) technology solutions to assist in the ongoing usage and tracking of the SLA.

Note that this work is OUT OF SCOPE for this Request for Quote and provided for information only. Currently, AMHSA utilizes a combination of tools and technologies that offer no integration or analysis capabilities. Main incoming communications are handled via Zoom VOIP phone, a shared email inbox and the Zendesk “chat only” platform (Performs chat functions directly to our Client Service people via a chat window on our website). Requests, issues and information that come in are not uniformly logged/assigned, necessitating triaging at regular team meetings to ensure issue assignment/resolution. Current reporting KPI/metrics are created manually and are not sufficient to assist with planning and decision making. By implementing a commercial Customer Relationship Management (CRM) / Customer Service / Ticketing technology, after implementing a purpose-built SLA, we will be able to provide a higher level of service internally and with customers, improving relations and preparing us for future growth. Our primary users will be the Client Success, Learning & Design, and COR Support Teams, with functional leaders needing to access the reporting of the system. Communications that can be tracked are referred to as “Omnichannel” as they can come in via phone, email, chat window or web forms.