CCC ProgressCurrent workMain IssuesStatisticsFuture

Reception

Issue tickets for Face to Face. Count number of interactions/visitors. Take in Post and Packages including

Tenders. Hand out Leaflets and forms. Give general information to the

public. Viewing of Committee meeting

agendas. Handle initial contact meet and greet. Ring departments with visitor

information. Arrange appointments for some

areas. Issue Parking Permits. Electoral register enquiries. Sell rubbish sacks, radar keys and

maps. Anything else!

Face to Face

General Planning enquiries (copy plans, showing plans and application forms) Copies of Ordinance survey maps Environmental services enquiries (Take in goods for testing, Licensing enquiries,

Hackney carriage enquiries) Homeless enquiries Housing enquiries Transport streets and Public transport Social care enquiries Parking management Property management enquiries (beach huts) Trading standards/ consumer advice Abandoned vehicles Anti social behaviour Advantage cards and various other cards Careline returns Building Control enquiries including taking in forms and payments. Leisure services including Tourism advice to Parks and special events Just about anything the general public, councillors and SBC throw at us!

Telephony team (old switchboard)

Deal with all general enquiries relating to everything we cover on F2F and reception

Transfer customers through to the correct departments, based on the information we have available

Raise cases for back office staff to deal with enquiries including waste, cleansing and environmental services.

Deal with the “Anti Social behaviour Line” We have separate reporting streams for Leisure services and

Technical services although most calls come through the original main switchboard number

Please note we do not use the old switchboard terminals, this is a massive advance on our original plans. We envisaged us using them well into 2005.

Main Issues Highlighted

Planning processes Escorting Visitors Building Control processes Advantage cards Security of the Civic Centre Q-Matic ticketing system Homeless processes Applying the “ASH” factor to

the Contact centre Staff flexi time General attitude towards

CCC staff

Parking Management Processes

New telephony technology Defining reception processes Waiting times on reception Training of staff Satisfying internal staffs

aspirations Covering three shifts opening

8-6 Completion of the CC

snagging list

Statistics

Face to Face cases raised in CRM system since 31/12/04 to 28/02/05 1544

Telephone calls offered in the same period 49281

Number of tickets issued at reception in same period 4006

This does not include details of visitors into the Civic centre for really basic enquiries that are dealt with by reception. These are now being counted from 21/02/05.They average out so far 175 a day.

The future

Increase skill level of Contact Centre staff for all areas. Higher emphasis on training. Develop a comprehensive Competency matrix covering all areas. Increase volume workload phased in over 2005/6. Integrate telephony team into the CC for increased efficiencies and value for

money service. Greener office culture for the council. Implement document management system. Continual improvement of processes. Review complaints and identify process gaps. Regular meetings with Complaints

team. Educate council to highlight areas of increased workload. Clearer communication strategy across the council. Review FTE for CC. Resource is more often than not stretched. Change control process in place. Initiative for gradual change to a corporate council driven from the top using

Customer Service and efficiencies as the key indicators. 4 Star culture.

Phase 1 Implementation

CRM Complete implementation End March 05

WORKFLOW Implementation End March 05

TELEPHONY Complete implementation End March 05

QUEUE MANAGEMENT

Complete implementation End March 05

BPR Complete phase 1 implementation

End March 05

TESD POST SYSTEM

Implementation End June 05

CC EDM Implementation End June 05

FUTURE ROLL-OUT

2005 2006

ELL APR - SEP

LCAS JUN - DEC

CETC JAN - MAR

BT APR - SEP

SC JUN - DEC

CORPORATE BPR BACK-OFFICE PROCESSES 2007 - ??