Following the UK government’s budget last month it has been decided to remove 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.
It seems a little ironic that the UK election is dominated by each party stating that the budget deficit can be, at least partly, resolved by efficiency savings and at the same time identifying areas of waste (avoidable contact) is no longer mandatory! Oh well…..
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”.
You can read more about the National Indicators at the Audit Commission’s web site.