SUMMARY/PURPOSE

To inform the Committee how highways customer reports and enquiries are processed.

BACKGROUND

The Highways Section of the Engineering Services Department receives approximately 115,000 telephone calls, 15,000 letters and 200 e-mails each year. In addition some 4,000 personal callers are dealt with at Jubilee Stores during a 12 month period.

To improve the way customer enquiries and reports are dealt with a Call Centre has been set up to receive all highways incoming communications (telephone calls, letters, e-mails and personal visitors).

A Call Centre Manual has been produced which advises the staff on procedures and enables the Call Centre operators to answer a large number of telephone enquiries without referring them on to technical staff. This allows a speedy response to the caller and the engineers to make best use of their time without constant interruptions. Customers who require technical advice are connected directly to the appropriate officer. If he or she is not available then an e-mail is sent to the officer requesting that the customer’s call be returned. The system allows a check to be made that the e-mail has been opened.

All incoming letters are logged onto a computer based system and the member of staff dealing with this communication noted. On a weekly basis a report is generated and passed to Section Heads, which lists any letters that have not been answered. The present computer based system is not as flexible as it could be and other more up to date software is being investigated at present. If all necessary information is not available to send a reply within five working days Call Centre staff send out an acknowledgment and a full reply is sent wherever possible within 20 working days. This time can be exceeded where extensive investigations, such as traffic and speed measuring, have to be undertaken before a reply can be given.

Although less than 20 e-mails are received each month it is anticipated that with the e-government initiatives this number will grow considerably. Reporting forms are already available on the Council website allowing customers to report highway defects and abandoned vehicles.

Around 8,000 communications per year (telephone, letter, e-mail and personal callers) relate to the reporting of highway defects or other enquiries which require site inspections. These are logged onto the Mayrise Highways software system against a unique reference number. Details noted are the customer’s name, address and telephone number along with the exact position and details, if it relates to a highway defect. If the customer requires a reply, either by telephone or letter, this is also noted. The system allows a report to be generated fortnightly to prompt this further reply. Each report generates an Inspection Request Form, which are printed off once a day and passed to the appropriate field officer (normally the Area Highways Superintendent) for action. Once a site visit has been carried out the field officer returns the form with his comments and contractor works order, where appropriate. The Call Centre staff then input the information with the original report. If the customer had requested an update on progress then it is the responsibility of the field officer to contact the person either by telephone or letter as originally requested on the Inspection Request. As mentioned the system provides a prompt for unanswered replies. The Mayrise system also provides a fortnightly report on outstanding Inspection Requests allowing the Section Head to progress chase.

If the customer’s report necessitates work to be undertaken on the highway network the field officer generates a works order, again on the Mayrise system, which is issued to one of the Council’s term contractors. On a regular basis a report is run-off for the Section Head listing the progress and status of works orders.

As Elected Members will be aware, an additional system has been set up allowing Councillors and Parish/Town Councils to inform the Council of highway defects on reporting forms. These have pre-allocated unique numbers which can be quoted in any follow-up call. These reports are logged onto the Mayrise system as mentioned above.

In the first year of operation the Call Centre has proved very successful in providing a much improved service to customers and stakeholders. The performance management systems introduced, as outlined above, allow all communications to be tracked throughout the time that they are being dealt with, thereby significantly reducing complaints.

The introduction of the Call Centre has produced a substantial improvement in the way in which the Department deals with enquiries. However, in line with Best Value requirements continuous improvements will be sought to further increase the efficiency of the Call Centre systems.

It is interesting to note that many other highway authorities are now introducing Call Centres. Therefore the Isle of Wight Council has led the way in best practice.

FINANCIAL IMPLICATIONS

None as a result of this report.

RECOMMENDATIONS

That the Committee note the contents of the report.

BACKGROUND PAPERS

None.

Contact Point : Malcolm Smith, F 01983 823789

STEPHEN MATTEHWS

Head of Engineering Services