Transcript Contact Centre Update

Contact Centre Update
February 2007
Key points
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General Update / Achievements
Call Volumes
Customer Satisfaction
Customer Relationship Management System
Pressure Points
Council Tax Collection
NNDR Collection
Achievements – Last Twelve Months
• Call volumes have increased from 670k to
approx 830K
• Business Continuity Solution
• Telly - Talk
• New Services include
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Switchboard
Helping Hands
Children’s Services
Skills for Life
Choice Based Lettings (March 07)
Planning and Building Control (March 07)
Achievements (cont)
• Increased cash collection – Council Tax and
NNDR
• Longer opening hours – 8am & Saturday
morning
• Welcome to Salford
• Information sharing with DWP / PCT
• External recognition for value added services
– Fire Risk Assessment
– Better Government for Older People
Customer Services - General
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IIP – Ambassador status – Equality Working Group, Transform, FLM,
Training Team, Mentors
Charter Mark
Advice Team – Increased number of surgeries including RSL’s,
introduction of Telly-Talk , Mobile Information Centre.
Improving Housing Benefit performance – action plan ahead of
schedule
NNDR collection is improving.
Council Tax collection - improvement plan
-current year expected to be up by approximately 3% at end of
year
-arrears collection up by approximately £2 million
Customer Service Performance Indicators
Indicator
2005/6
Performance
2006/7
(Anticipated)
Council Tax Collection.
87.1%
90%
National Non Domestic Rates
Collection.
97.1%
98.6%
Time Taken to Process New Housing
Benefit Claims.
45.3 Days
33.6 Days
Time Taken to Process Change of
Circumstances.
18.3 Days
15.4 Days
Percentage of Claims Processed
Inside 14 days.
59%
86%
Number of Telephone Calls Answered
670K
830K
Internet Payments
2515
4218
Call Volumes
• Overall volumes up by approx 160K
• Council Tax volumes up by approx 25%
• New services have contributed to increased
volumes
• Achieved without any significant additional
resources
Customer Satisfaction
• Customer surveys are carried out on a
monthly basis
• Random and selected by the CRM system
• Satisfaction levels remain above 90%
Customer Relationship
Management
• CRM system delivering value added
• Continues to be developed – latest version
launched Feb 2007.
• Now faster and more resilient
• Improved integration
• Joining up service delivery ( Sir David Varney
- Report December 2006)
• Think Customer – Short-listed for Innovation
Award (Professional Planning Forum)
• Single Customer Record – ‘One Salford’
Current Issues
• Council Tax
– Call handling – calls not being answered quickly
enough
– Increased demand due to recovery action being
taken ( 80K Reminders / Summonses)
– Over 350K Council Tax / Benefits documents
despatched during this year
– Improving collection but still room for further
improvement.
Action Being Taken
• Provide a dedicated Council Tax recovery telephone
line, dedicated resources, redesigned processes.
• Council Tax collection rate of 95% would improve
CPA score if achieved.
• Additional call handling / recovery resources (self
financing)
• Continue to develop recovery focused call handling
processes –Senior Recovery Officer
• Customer Services Academy
• Council Tax improvement action plan
• Senior Management restructure