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1. There are two important elements to be dealt with in this context. The first is the need of requesters to know that their problem is being worked on, and the other, the need to be informed that it has been dealt with, whether successfully or not. The first becomes particularly important when a problem cannot be solved within one business day. LTS staff are responsible for actively communicating with requesters about their requests, adhering as close to the following timetable as is practicable.a.
- Within one business day, communicate an answer or a progress report to the requester. If possible, include an estimate of when work on the item in question will be completed, but don't make promises that you can't keep.
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- Within three business days, let the requester know that work on the item in question has been completed. If it involves a particular item, tell the requester when the item will leave LTS. Do not speculate about when the requester will receive it, especially if it has to go through other departments first. Simply processing an item in response to a request without telling the requester that the work has been completed is not sufficient.
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- If a problem cannot be dealt with within three business days, explain to the requester why and what you are doing about it. Such a problem should be referred to a LTS unit head, whose responsibility it then becomes to make sure that it is dealt with and that the requester is satisfied.
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C. Monitoring and Follow-up
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