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.
The survey was planned prior to the consultation related to "The New Performance Framework for Local Authorities & Local Authority Partnerships" and is not directly informed the revised National Indicators. However, where relevant our commentary does reference our understanding of National Indicator 14 (NI 14 : Avoidable Contact).
To view the survey results please click here
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