PowerPoint Presentation

Contact Handling Shared ServiceIn-hours & Out-of-HoursCustomer service transformation. Savings-show-us-the-moneyNeil Darroch Client DirectorGeneral Dynamics Information Technology Mina Mistry Support and Service Development Officer Haringey Council Michelle BernardCustomer Services Project & Contract Manager Ealing Council

Michelle BernardEaling Council Lead Client

What we will cover today? The 2nd Generation of joint Out-of-Hours serviceImplementation Live operations General Dynamics IT Behind the scenesHow to join?The future

The Nature of the contract EU compliant 6 year Framework ContractExpires end September 2018 then retenderedOrganisations sign detailed Access AgreementLocal service requirements are appendedAvailable to members of London Contracts & Supplies GroupHousing Associations, ALMOs, Association of Greater Manchester and Public Sector Bodies in the South-East of EnglandJoining LCSG/AGMA is simple & free for public sector orgs.Each organisation retains its own identity.Robust contract T&Cs

Service Standards Speed of call answering Gold/Silver optionsMinimising abandoned callsSpeed of passing requests to duty staff/contractorsMeeting customer service standardsEnsuring full service availabilityCompliance with escalation proceduresEffective contract managementHours of operation to suit

New Features Gold & Silver service standardsGold 80% in 20 secs & > 5% abandonedSilver 80% in 60 secs & >10% abandonedMonthly management fee capped at 1kOptional daytime call handling includingTaking paymentsDirect use of back office systemsSupport for the use of self-service solutionsLone worker support service

Pricing Full schedule of ratesNo fee in comparison to the previous contract (agreed prior to entering the contract)Price per call handled 2.55 Gold - 2.10 SilverMonthly management fee 1000 (sliding scale)Outgoing calls 1.20 per minute No charge for emails, 0.05 for SMS or PagerValue Money Review in 2015Agreed formula for TUPE costs

Whats in it for your organisation? Significant financial savings Raising service standardsProcess documentation & improvement Increased service clarityAudit trails Comprehensive service monitoringAvoid expensive procurement

TUPETUPE regulations1981 and 2006 regulations

Duty to inform and consult staff representatives

Provide employee information (General Dynamics IT)

Pensions GAD certificate of comparability

Current Organisations

Over 300,00 out-of-hours calls handled per annum Central Client Role Support

Guidance

Escalation

Fortnightly Operational Conference Call

Sharing Best Practice

Joint operational management board Quarterly Contracts Board Meeting Partnership Working

Sharing of Best Practice

Identifying new requirements

Suggestions & Innovating Ideas

Benefits & Achievements Collective savings of over a million pounds

Quality and standards improvement

Partnership working

Best practice

Aiming for affordable excellence in customer service provision

Mina MistryA users experience Haringey

Haringay Overview Joined in August 2009

25 Service Descriptions Top 3 enquiry areas General, Noise, Social Services Average 2,500 3,000 calls per month

133,771 savings in first year (including set up costs)

Implementation Experience 3 6 months preparations needed

Service descriptions

Development of scripts

Back office ownership is critical

Accurate information from the back offices

Service Operations (1) Service management and liaison Escalation arrangements

Complaint handling

Rota changes

Amendments to services

Know your own business Call volumes

Incoming and outgoing

Data transfer methods

Telephony diverts

User acceptance testing

Service operations (2)

Bad weather Major emergencies Special announcements Business continuity plans

Performance reportsDaily, weekly and monthly

Benefits

Seamless transition to out of hours services

Measure of performance output communicated regularly

Maintaining customer service standards at all times

Excellent tracking system for non-conformance, change requests and queries

Call recordings available for quality management

Ultimate professional touch for your business!

Contact Handling Shared ServiceIn-hours & Out-of-HoursNeil Darroch Client Director Customer service transformation. Savings-show-us-the-moneyAbout the ServiceResilient operation centres 24 x 7 Call Centre since 2005Managed services for multiple local government / social housing landlordsDual operation centres located in London and YorkshireContingency capability/crisis managementBusiness continuity

Agile service Service level choice Silver/GoldSelect standard or bespoke call handling processesServices can be added or removed at any timeClear evolutionary path to channel shift

Contact Handling Shared Service#Example Out-of-Hours ServicesAbandoned car removal Anti-social behaviourBuilding security/alarmsCCTVComplaints (all Council services) Dangerous structuresData ProtectionEnvironmental Health/Trading StandardsFreedom of InformationGeneral information about Borough services Hall hireHighways emergenciesHomeless familiesHousing repairs & Estates Services Lone Worker SupportMajor emergenciesMedia EnquiresMembers EnquiriesNoise patrolParkingPlay equipmentRegistrars EmergenciesRubbish Collection & wasteSocial services emergenciesStray DogsStreet CleansingStreet lightingSuicide CallsTerror ThreatsTravellersTrees#Technology-enabled contact handlingIntegration potential e.g. NorthgateComplete & consistent quality interactionsProcesses fully scripted and interactiveRules for hand-offs, rotas & escalationCall recording audit & traceabilityEasy to add, change or remove servicesClient portal: reports, change requests, audit trails

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Service Delivery

Customer ViewCall HandlingService FulfillmentShift HandoverGovernance

Calls regular service number

Call presented to Shared Service Centre

Call answered as Authority

Identifies authorityRepeat caller identifiedCall purpose validatedInteractive script guides agent through agreed processAction identified & confirmed to caller

Immediate transfer to fulfilment

SMS, Email, Phone or back office handoff

Critical Services Confirm recipient, handover & incident coordination. All incidents handed over, highlighting major, contentious & open issues

Daily download of data file made available

Account DirectorAccount Management teamFramework boardOperational boardReviews and reportingContinuous improvement #25Show me the money Avoidance of expensive procurement Free to join the contract (wide range of service descriptions and procedures available as standard) Economies of scale provide growing financial savings Savings of up to 70% - significant savings when compared with the costs of running an in-house service #Free Support for interested organisations Full contract documentation

Set of detailed guidance notes

Sample feasibility study

Advice and support from early adopters

Ready Reckoner

General Dynamics IT

#27Notes level oneNotes level twoNotes level threeNotes level fourThe Future

Interested Parties including Authorities

Housing organisations and other government bodies

Partnering outside London

Better & larger Service

#28Notes level oneNotes level twoNotes level threeNotes level four

Contact Handling Shared ServiceIn-hours & Out-of-HoursMichelle BernardCustomer Services Project & Contract ManagerTel: 02088256522Mobile: 07961200022Email: bernardm@ealing.gov.uk Neil Darroch Client Director General Dynamics Information Technology Tel: 020 7939 3623Mobile: 07585 964715Email: neil.darroch@gdit.com