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 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.
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
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• 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.
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
• 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.
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.