Reporting Team Service Level Standards

Active Weekly Reporting Pipeline

• Daily Stage Alignment: Tickets must be updated as they are worked on, and must be moved to the correct stage by the end of each day.
• Closing Tasks: All associated tasks are closed once the required data is received.
• Missing Client Data Protocol: When client data has not been received:
  1. Make a same-day request to the client.
  2. Keep all related tasks and tickets open, but update the task date out by 2 days.
  3. Follow up using both email and text.
  4. Assign the request to the PP for additional follow-up.
• Reports Not Received Stage: If a client's data is delayed by 2 weeks, move their tickets to the "Reports Not Received" pipeline stage, ensuring the total count of open tickets accurately reflects the number of weeks delayed. 

Reporting Inquiry Pipeline

• 2 PM Cutoff & Internal Notes: Inquiries received before 2:00 PM must be reviewed on the same day for clarity. Leave an internal note inside the ticket to alert the PP that the inquiry is actively being addressed.
• Priority Response Levels:
  • High Priority: Must be worked on the same day, with a status update provided by the end of the day.
  • Moderate Priority: Must be worked on, with a status update provided within 2 business days.
  • Low Priority: Must be worked on, with a status update provided within 3 business days.
• Ticket Ownership & Daily Reminders: Change the ticket owner to the specific individual responsible for delivering the next update.
  
  Note: Tickets trigger a daily automated task reminder for the current owner until updated.