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Council Tax Moves - CurrentCOUNCIL
TAX
PAYER
“I am moving in/out” (137/week)“My bill is wrong” (41/week)
Form completed by Customer Services & note made on account
Sent to Back Office
50% not clean
Choose from 6 different formsSome forms get lost in system so also send memoCust. Services can’t give final balance
Bill issued with available infoInfo form sent with bill for missing info
New bill issued when info rec’d
200-400 letters sent per month, 30% not returned
Duplication of effort
Up to 12 days to process (average 4); over 10,000 documents created in DIP system
Design against demand COUNCIL
TAX
PAYER
“I am moving in/out”
Customer dealt with by Moves Expert, time to deal with call end to end, all info collected
Accurate & complete bill issued same day
Processed one-stop, no documents added to DIP system
What happened at first contact in repairs?
• Not answered 11,712– Calls offered per annum 81,646– Calls handled per annum 69,934
• Lots of angry tenants– Value 44% – Failure 56% (41,960 calls per annum)
• Poor service at 1st point of transaction• Calls not handled one stop (19,581)
CSC makes appt
•Job done in council time frame so constant pressure to ‘fit in jobs’(Tenant changes and missed appt’s 1,200 per annum)
•30% wrong SOR codes(Causes problems at job and in billing)
Read job details
•50% of repairs there’s no notes (due to SOR) (so wrong materials or work items missed)
Assess/do job•20% of time have to stop and go back for materials (delay)•10% customer not in (more delay)•5-10% other trades haven’t completed their bit (delay in job)•50% wrong phone number (cant call tenant) •Tiles and doors rarely available•If other repairs need done always get lost
Resulted in...
• Number of jobs 25,969– First time fix 49.9% (12,958)
• Follow on required 14% (3634) • No access 9.41% (2439)• Need more materials 3.45% (918)• Repair not needed 2.71% (704)
– Jobs failure – 7695
Fantastic!
Results
• First time fix 85%• Costs down by £5.00
per repair• Number of repairs per
person up by 25%
Referral sent from CSC to practice supervisor who sorts into highest risk and allocates
to an OT
Make contact with the customer and arrange the
home visit
Carry out assessment 20% of the time OT has to explain to customer that
wrong info given
Make referrals to HIA and to the grants officer
Joint visits very rarely done, so no means testing or sketches
done at this point in the process
Letter received by grants officer.
60% of time insufficient detail in the letter
10% of time letter recommends something that
doesn’t fit the criteria
Send out and receive forms for preliminary means test
At this stage 1/3 to ½ drop out. Of remaining 50% means
tested customers should have gone through passported
benefits
Form is processed to calculate customers contribution, then
contact customer with decision and go to inspect.
Produce work schedule and covering letter to client for formal
means test. 90% of time there are errors
when pack is received and 50% of time quotes wrong.
Analyse quotes, calculate the level of the grant, get approval
notice and covering letter, send forms back with invoice,
do inspection.
Issues in planning
• Too many open cases causes– Multi-tasking– Cherry picking – Quality issues– Longer time to process
• Due dates cause – Student Syndrome
Strategy for leverage in project/casework envronments
• Have a clear priority rule• Have a clear list • Restrict the number of open cases• Tasks with no due dates • Manage throughput