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

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

3. 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

4. Advisory Services and Help Desks Survey 4 Descriptive Information Objectives List the objectives of the center 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 88543238854323

5. Advisory Services and Help Desks Survey 5 Descriptive Information Objectives List 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

6. Advisory Services and Help Desks Survey 6 Descriptive Information Objectives List 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

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

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

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

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

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

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

13. Advisory Services and Help Desks Survey 13 Services & Marketing Growth Areas Where is demand for the center’s services growing most rapidly? 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

14. Advisory Services and Help Desks Survey 14 Services & Marketing Expansion Plans and Approaches In what ways does the center plan to expand?

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

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

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

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

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

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

21. Advisory Services and Help Desks Survey 21 Quality & Value Accuracy of Information How 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)

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

23. Advisory Services and Help Desks Survey 23 Challenges & Distinguishing Features Reasons for Inadequate Response What 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

24. Advisory Services and Help Desks Survey 24 Challenges & Distinguishing Features Ensuring Adequate Response How 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

25. Advisory Services and Help Desks Survey 25 Challenges & Distinguishing Features Contributes to Success What 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

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

27. Advisory Services and Help Desks Survey 27 Challenges & Distinguishing Features Distinguishes What 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

28. Advisory Services and Help Desks Survey 28 Challenges & Distinguishing Features Distinguishes What 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

29. Advisory Services and Help Desks Survey 29 Challenges & Distinguishing Features Distinguishes What 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

30. Advisory Services and Help Desks Survey 30 Challenges & Distinguishing Features Do Differently If there were three things the center could do differently, what would they be? 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

31. Advisory Services and Help Desks Survey 31 Conclusions As 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