Local Government Contact Centres

Local Government Contact Centres

The New Performance Framework for Local Authorities & Local Authority Partnerships sets new indicators for customer contact performance including reducing avoidable contact. But how well are local authorities doing today?

UPDATE APRIL 2010: Following the UK government’s budget last month it has been decided to remove the requirement for National Indicator 14 (Avoidable contact: The proportion of customer contact that is of low or no value to the customer). This means that measurement of avoidable contact in government contact centres is no longer mandatory.

Our view is that, whilst identifying avoidable contact may not required, it is still an excellent building block for “Doing more with the same… or doing the same with less”.

The anecdotal evidence is that commercial call centres are continually enhancing their services – for example telephone calls will be answered in seconds, emails will be responded to in hours – but public sector organisations are lagging behind.

To gain an understanding of the reality behind the anecdotes Rostrvm Solutions conducted a benchmarking survey into the current and future measurement of ‘success’ in Local Authority call centres.

Local Government Call Centre Benchmarking Survey

The New Performance Framework for Local Authorities & Local Authority Partnerships sets new indicators for customer contact performance including reducing avoidable contact. But how well are local authorities doing today?

The anecdotal evidence is that commercial call centres are continually enhancing their services – for example telephone calls will be answered in seconds, emails will be responded to in hours – but public sector organisations are lagging behind.

To gain an understanding of the reality behind the anecdotes Rostrvm Solutions conducted a benchmarking survey into the current and future measurement of ‘success’ in Local Authority call centres.

The survey was conducted using a combination of telephone interview and internet survey to provide an indication of how effectively local authority call centres are delivering service to the changing customer.

To view the survey results in detail please click here

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2013-01-20T14:00:40+00:00