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CCC Progress. Current work Main Issues Statistics Future. 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. - PowerPoint PPT Presentation
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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 - ??
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