REPORT
FROM THE CABINET MEMBER FOR CUSTOMERS
AND PARISH EMPOWERMENT
TO
THE MEETING OF FULL COUNCIL
ON 16
MAY 2007
1.
PARISH DEVOLUTION
PROJECT
The
Parish Development officer has started her period of secondment this week.
Initial focus is to work with the 2 quality parishes of Wootton and Brading to
develop what services could be devolved and to work up proposals, with the
other relevant officers, for a new toilet block in each parish. The second
phase will be to work with other quality parishes to see how and what further
services could be devolved.
We
remain the County with the highest percentage of quality parishes in the
country (20%) and this has been acknowledged as an exemplar case by a report
commissioned by DEFRA and undertaken by the
2.
CALL CENTRE
PERFORMANCE
The Call
Centre’s performance for April has remained consistent with recent months and
although the team has recently had a number of vacancies the relief staff have
been brought in to cover the level of resources required.
Monday is one
of the Centre’s busiest days calls can increase by an average of 25%
(approximately 500 calls) and although relief staff are used to handle this
peak, there are a number of occasions when the sheer number of calls out weighs
the number of resources available.
Further investigation is underway by the Call Centre Manager to review
this workflow.
PERFORMANCE
MEASUREMENTS
April
06 April 07
Abandoned call
rate 20.5% 7.8%
Average
seconds taken to pick up a call 26 13
Resolution
rate for services that the call centre has partnered
Planning 38.5 39.5
Highways 65.8 71.3
Housing 57.4 67.4
Education 34.2 26.4
Registrars 73.9 76.2
Satisfaction
rating (which commenced December 06) 100%
IMPROVEMENTS
Work is
underway to review the current processes within the Call Centre operation and
already there have been improvements to the staff’s work patterns that has
ensured that abandoned call rates are not affected during handovers ie: lunches
and breaks.
Further
investigations have revealed that the current process for recording abandoned
call rates also includes the ‘out of hours’ calls, which are logged as
abandoned, giving an unbalanced score sheet for the team, therefore it is
intended that further reports will cover operational times only.
MEDIUM/LONG
TERM
Part of the
work expected to be in the High Impact Project – Getting it right for the
customer will have an impact on how the Centre will develop and it expected to
cover:
·
8 – 8 Opening times
·
CRM development – integrating with more services
·
Service partnering