PUBLIC ENQUIRY - WELCOME TO COUNTRY

4.10 CRM Standard Operating Procedure (SOP);

1. Recording Welcome to Country in CRM

Overview:

Priority: HIGH

Exemptions: NIL

Recording Minister/Senior NIAA Visits in CRM operationalises NIAA Vision to ensure First Nation Peoples are Heard, Recognised and Empowered by creating a corporate record of the Visit, the Appointment(s) held and what Action(s) NIAA has been tasked with and managing the progress and providing feedback  

⚠*NIAA Senior Executive includes CEO, Deputy CEO and COO 

Quick Summary:

1. Every Minister and NIAA Senior Executive Regional Visit MUST have a CRM Engagement created for Visit.

     - TAGS = Minister Visit = "Min", CEO, DCEO or COO = "1OCE".

2. Every Meeting (during Minister/NIAA Senior Exec Visit) MUST have a CRM Appointment created and "Tracked" to CRM Engagement.

3. Every Action (during Minister/NIAA Senior Exec Visit) from visit resulting in NIAA Follow-Up MUST have a CRM Task created, "Tracked" to CRM Engagement and Assigned to NIAA LEAD. 

Business Owner:

Grant Astles, Director CRM 

15-May-2024

Galambany Stream:

Data and Information [LEAD]

Engagement

Detailed:

Expected time for User to complete:

Engagement <3minutes to create (min fields)

Appointment <2minutes to create (min fields)

Task <2minutes to create (min fields)

Recording Minister and/or NIAA Senior Executive (CEO, DCEO and COO) Regional Visits and Tracking of follow up and/or action(s) with Stakeholders.
What What is the work to be actioned?	Recording Minister and/or NIAA Senior Executive Visit. Recording Meeting of Minister and/or NIAA Senior Executive Visit. Recording Actions and Follow-Ups of any Minister and/or NIAA Senior Executive Visit.
Who Who is responsible to action work?	NIAA staff member leading the Minister and/or NIAA Senior Executive Visit. Recording in CRM can be delegated, should be assigned to highest OPERATIONAL NIAA staff member responsible.
When What SYSTEM is the work to be actioned in?	CRM Engagement should be recorded in CRM BEFORE the scheduled visit. CRM Appointment(s) should be recorded in CRM BEFORE meeting. or within TWO working days. CRM Task(s) should be recorded within TWO working days.
Where What SYSTEM is the work to be actioned in?	Minister and/or NIAA Senior Executive Visit MUST be recorded in; NIAA CRM as an ENGAGEMENT record. Appointments related to the Visit MUST be recorded in: NIAA CRM as an APPOINTMENT record. Follow ups or Actions related to Visit MUST be recorded in:  NIAA CRM as a TASK record.
How What is the work to be actioned?	Creating a CRM Engagement SEE CRM TASKCARD - Creating a CRM Engagement Note: Engagement Subject MUST begin with "1OCE-" Creating a CRM Appointment SEE CRM TASKCARD - Creating a CRM Appointment - From Engagement ADD Appointment to Timeline  Creating a CRM Task SEE CRM TASKCARD - Creating a CRM Task - From Engagement ADD Task to Timeline
Why What is the work to be actioned?	Using CRM will enable a Single Source of Truth to record, manage and report on the Visit, Meetings and Actions. The Stakeholder Management information can be used to track the status of the Actions and be connected to CRM/FUSION and Qlik Agency wide and support: - Opportunities - Grant Activities - Project Central - Location(s) - Contacts - Organisations
Support
Standard Operating Procedure Detailed Business Process for consistency.	Creating a CRM Engagement Creating a CRM Appointment Creating a CRM Task
TaskCard Detailed System Process for consistent recording, managing and reporting  of Stakeholder Management.	Creating a CRM Engagement Creating a CRM Appointment Creating a CRM Task
Video Walk through	Creating a CRM Engagement https://share.ssp.pmc.gov.au/recordid/UDOC24-117122
	Creating a CRM Appointment https://share.ssp.pmc.gov.au/recordid/UDOC24-112922
	Creating a CRM Task https://share.ssp.pmc.gov.au/recordid/UDOC24-112920
	Connecting a CRM Engagement to an Opportunity https://share.ssp.pmc.gov.au/recordid/UDOC24-112924
	Adding a CRM Outcome & Close Engagement https://share.ssp.pmc.gov.au/recordid/UDOC24-112918