Assistant Director Presentation

- Customer Services

People and Communities Overview and Scrutiny

Commission

14 November 2019

Andy Brown

Assistant Director Customer Services and

Transformational Change

Contact Centre

Contact Centre Performance

Contact Centre Performance has been a major issue during the year but formal responses to the Contractor have resulted in a range of remedial actions being taken including;

• Recruitment and deployment of 16 additional advisors

• Contractor purchasing a more sophisticated automated IVR facility, that can text relevant web links to the callers mobile phone.

• Accelerated advisor training programme.

Call Centre Average Wait Times/Longest Wait

Times

Improvements have been made -

Average Wait time -September v October 2019

Improvements - Longest Wait time

KPI Description Target Service Credit

April

2019

May

2019

June

2019

July

2019

August

2019

September

2019

KPI 1 % of calls

answered

within 90

Seconds

50%

5% deduction in

monthly fee if not

achieved

55.36% 52.5% 62.15% 54.21% 59.49% 77.81%

KPI 2 % of calls

answered

within 180

seconds

100%

5% deduction in

monthly fee if not

achieved

62.10% 58.33% 66.58% 59.70% 64.54% 62.30%

KPI 3 Respond to

Emails

100% in

24

hours

none 100% 100% 100% 100% 100% 100%

KPI 4 Response to

social media

100% in

4 hours

none 100% 100% 100% 100% 100% 100%

KPI 5 Customer

Satisfaction

85% to

rate as

good or

very

good

none 73.64% 69.43% 70.82% 66.04% 74.46% 69.75%

KPI 6 Quality

Assurance

95%

accurac

y for all

contact

types

5% deduction in

monthly fee if not

achieved

100% 100% 98% 96% 100% 100%

Average wait time (minutes) 16.5 11.27 8.46 8.47 12.47 13.16

Contact Centre KPIs

Breakdown of Calls Received at Contact Centre March 19 – Sept 19 NB From November the recorded menu (IVR) changed to present the most popular tasks first

General Enquiries

Examples of contacts dealt with under general enquiries

• Grit bins

• Winter maintenance

• Allotments

• Bridges/structures and monuments

• Public safety

• CCTV requests

• Leisure

• Planning

• Contacts where customer hasn’t chosen an option on IVR

A new system has been implemented which is offered to all callers. Customers respond with

whether they agree, partially agree or disagree with the following statements.

Contact Centre - Automated Customer Feedback Facility

Contact Centre - Quality Monitoring results Target 95% of monitored contacts

100 contacts monitored against critical fail criteria -

financial impact on Customer, staff attitude and service delivery impact

Aug

18

Sep

18

Oct

18

Nov

18

Dec

18

Jan

19

Feb

19

Mar

19

Jun

19

Jul

19

Aug

19

Sept

19

Quality level % 96% 95% 100% 100% 100% 100% 100% 100% 100% 100% 80% 96%

Critical fails

indentified

and agreed

Financial 0 0 0 0 0 0 0 0 0 0 0 0

Staff

attitude0 0 0 0 0 0 0 0 0 0 0 0

Service

delivery4 5 0 0 0 0 0 0 0 0 0 4

No. disputed for senior

management decision0 0 0 0 0 0 0 0 0 0 0 0

CSC’s

Customer Services Centres Opening Hours

Site

Opening hours from 1st April 2017

Day/s Times No. of days open

Per week

Wilson Centre Mon, Tue, Thurs, Fri 9.00 – 4.30pm

Wed 10.30 – 4.30pm

Saturday 10.00 – 1.00 pm 5.5

Bransholme Tues 9.00 – 4.30pm 1

Orchard Mon 9.00 – 4.30pm 1

Customer Service Centres Footfall:March 2019 April 2019 May 2019 June 2109 July 2019 August 2019 September 2019

Wilson Centre 10,223 9,792 9,853 9,594 11,015 9,432 9,134

Bransholme CSC 3,360 ,4291 4,691 4,552 3,969 3902, 4,483

Kenworthy 1,344 1,356 1,324 1,200 281 0 1,074

Orchard CSC 488 362 159 326 269 247 406

Total 15,289 15,801 16,027 15,672 15,534 13,581 15,097

2018 17,178 18,471 18,046 18,684 17,778 17,191 16,135

Average Waiting

Times (Mins)

Wilson Centre 25.9 15.1 14.8 18.5 17. 13.5 24.8

Bransholme CSC 6.2 5.3 3.0 2.7 3.4 2.4 4.3

Kenworthy 0.1 0.1 0.1 0.1 0.6 0 8.3

Orchard CSC 13.5 8.2 10.7 15.4 11.5 5.3 12.5

Longest Waiting

Time

Wilson Centre 219 185 181 180 148 155 186

Bransholme CSC 146 120 62 100 88 56 103

Kenworthy 5 5 5 5 3 0 203

Orchard CSC 59 62 38 103 89 54 69

*Please note there is a natural reduction in footfall for due to specific times of the year for example March/April due to Easter etc.

Promoting online services will also generate a natural decline in customer footfall. Please also note that the waiting times for Kenworthy is being piloted as

they are requesting the actual times young people are seen by professional s and not as a reception function.

Please also note that during March 19 to August 19 Customer Services employed 5 new Trainee Customer Service Advisors this represents 11% of newly

trained staff with less than six months experience.

Top 5 Service Customer Queries Dealt with by advisors for

March 2019 to September 2019

Contact Centre

Service

No. Calls % of all

calls

Auto Pay 92,335 17%

General 82,521 13%

Repairs 69,720 11%

C Tax 65,850 10%

Waste 62,473 9.8%

CSC

Service

No.

transactions

% of all

transactions

Housing

Benefit14,048 37.00 %

CTax 11,139 29.34%

Homesearch 6,159 16.22%

Homeless 3,527 9.29%

Housing 3,090 8.13%

Customer Service Centres – Customer Satisfaction Levels

The Advisor Who Helped Me Today Dealt With My Enquiry Confidently

Please note satisfaction levels below using the same question for August 2019 for the Bransholme CSC only here are no results

captured for the Orchard CSC due to customers being unwilling to complete the satisfaction survey.

Bransholme Strongly

Disagree

Disagree Not Sure Agree Strongly

Agree

Sample Size % (Agree +

Strongly

Agree

September 0 0 0 4 21 25 100%

Wilson Centre Strongly

Disagree

Disagree Not Sure Agree Strongly

Agree

Sample Size %

(Agree +

Strongly

Agree

November 1 1 8 17 73 100 90%

December 1 0 1 41 57 100 98%

January 0 1 8 11 80 100 91%

February 0 0 1 51 48 100 99%

March 1 1 2 29 67 100 96%

April 0 0 0 24 76 100 100%

May 1 2 3 37 57 100 94%

June 1 0 1 27 71 100 98%

July 0 0 3 37 60 100 97%

August 0 0 2 27 71 100 98%

September 1 0 0 32 67 100 99%

Please note that the Bransholme CSC is open to the public one day per week (Tuesday)

however, the reception desk is open 5 days per week including Saturday’s therefore, the

percentages shown above do not include the very quick queries completed on the reception

desk when the CSC is closed.

Bransholme Customer Service Centre Top 5 Enquiries and Percentages

Benefits

35%

Waste

21%

Ctax

21%

Rents

13%

Housing

10%

Orchard Customer Service Centre top 5 Enquiries and Percentages

Please note that the Orchard CSC is only open one day per week (Monday)

Benefits57%

Ctax16%

Housing12%

Homesearch9%

Rents6%

Universal Credit Update

• The CAB’s Universal Support service has been operational since

April, 2019, although it was not at full capacity initially. As at the 30

September, 2019 CAB have helped over 2,000 clients, with almost

14,000 issues – the biggest service in the North Yorkshire,

Yorkshire and Humber area.

• The CAB service works very closely with the Council’s Customer

Services based at the Wilson Centre to ensure a joined up service

for the customer.

Bereavement Service

Bereavement Service• New drainage works have been completed in Eastern Cemetery, this provides new

burial space for the next 20 years, existing burial areas had 6 months burial space

remaining. Defective road surfaces have been replaced on site and new paths laid

within the new area, as well as drainage across the whole new area addressing

existing surface water issues.

• Plans to improve the Priory Woods Cemetery site have been approved. Works are

to be carried out in two phases, phase one is due to start in early 2020 weather

permitting, and subject to planning approval by the East Riding of Yorkshire being

received This is to install drainage within the existing burial site. Phase 2 is due to

start Spring 2020 and encompasses a refresh of the Visitor Centre, more

environmental works including the site entrance, baby area, more memorabilia

selling opportunities and customer choice.

• New driveway lighting is being installed at the Crematorium. replacing already

existing defective lighting on the entrance and exit roads to the Crematorium. This

will significantly improve the lighting of the entrance and exits, and surrounding the Crematorium building.

Disposal of the Deceased Trends

0

50

100

150

200

250

300

Disposal Method Trends

Cremation Burial

Registration Service

Registration Service Key Performance Measures

Year To Date, April - September 2019

� Births Registered

Key Performance Target 98% within 42 days

2560 Births Registered - 99% within target

Yorkshire and Humber region sits at an average of 99%.

National average is 98%

� Still Births Registered

Key Performance Target is 98% within 42 days

11 Still Births Registered - 100% within target

Yorkshire and Humber region sits at an average of 100%.

National average is 98%

� Deaths Registered

Key Performance Target is 90% within 5 days of death *

753 Deaths Registered (using the medical certificate of death, no coronial involvement)

92% registered within 5 days,

1269 registered and 87% in 5 days when coroner was involved and issued an A Form allowing the death to

be registered.

Yorkshire and Humber region average of 87% and 82 % when coroner involved as above

National average is 80% and 74% when coroner involved as above

*Factors such as the timeliness of a doctor issuing a medical certificate of death, availability of a pathologist for

post mortem, time taken for additional tests (histology / toxicology) can impact ability to achieve target.

Feedback from our Customers

“very quick and efficient service”

“kind and professional”

“the registrar was very helpful and guided us through what is a difficult situation for us”

“the service was faultless, very efficient”

“they could not have done more to make it easy”

“brilliant service reassuring, calming and amazing registrars”

Registration Service - August 2019 Feedback Surveys

Welfare Rights Service

Welfare Rights Service

• For the period of March 2019 through to the end of

September 2019 the Welfare Rights Service has dealt

with:

• Consultancy – 2,302 issues arising from 974 contacts

• Casework - 570 issues relating to 391 new cases

• Tribunals - The Welfare Rights Service attended 119

DWP appeals.

• Overall financial gains for this period are £2,778,870.

This includes 93 cases where the resident needed to

challenge the original DWP decision (96% success rate).

Generalist Service

The Council’s Generalist Advice Service is provided by the Hull and East Riding CAB which

covers a wide range of advice areas and the key statistics for Jan – Sept 2019 are detailed in

the following page.

New Website Project

HCC Website

September 2019

We are now publishing direct to the live site which is updated

instantly.

This means we can now progress with the roll out of the

service area content editor training which we hope to

complete by the end December.

We can also now schedule pages to be published and even

unpublish them automatically when they reach a set date.

Any Questions