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    Customer Service Standards Annual Performance Report

    April 2006 to March 2007

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    Contents

    Introduction...........................................................................................................3

    Section 1: Telephony............................................................................................4

    a) Customer Services Centre - Call Performance: .............................................4

    b) Service Improvements ...................................................................................6

    c) Customer Services Centre CRM.................................................................7

    d) Customer Services Centre - Payments..........................................................7

    e) Repairs4you housing repairs Claverings....................................................8

    f) Language Needs ...........................................................................................9

    g) Revenues and Benefits Call Performance ................................................10

    h) Customer Services Centre Community Alarms calls.................................11

    i) Quantative Telephone Monitoring 2006/2007 - by Departments ..................12

    j) Qualitative Telephone Monitoring 2006/2007...............................................12

    k) CSC Customer Satisfaction Survey .............................................................13

    l) Housing Needs............................................................................................13

    Section 2: Face to Face......................................................................................17

    a) John Wilkes House .....................................................................................16

    b) John Wilkes House General CRM Query Types .......................................18

    c) John Wilkes House Overall Q-Matic statistics...........................................19

    d) Face to Face survey/comment card results .................................................20

    Section 3: Website..............................................................................................23

    a) Customer Hits on Enfield Councils Website ................................................23

    Section 4: Annual Complaints Report...............................................................23

    Section 5: Recommended actions 24

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    Introduction The Customer Service Standards Annual Performance Report is an annual review on how the Council is performing across its main access channels. Telephony, website and face to face counter services, as well as including information on the customer perceptions of our key reception areas such as the Civic Centre, libraries and our new access point John Wilkes House. The Council has a duty to deliver services, which are responsive to the needs of its citizens. We aim to ensure that all the people who need or want information have it, whatever their circumstances. Good communications and effective public relations will ensure that everyone has the opportunity to contribute to and debate issues facing the borough and will be able to hold the Council accountable. The statistics shown in this report focuses on departmental call performance and customer facing statistics covering the main customer-facing services (shown below):

    Customer Services Centre.

    John Wilkes House Housing advice.

    Repairs4you housing repairs.

    Revenues and Benefits.

    Community Alarms

    It also covers Internet usage and benchmarking data from other local authorities on the Customer Services Centres performance indicators. Enfields performance for April 2006 to March 2007 has been generally a very good year across its three main access channels: Telephony Our customer services centre has provided frontline telephony service, handling nearly 650,000 enquiries with over 80% of calls answered within 20 seconds and 98% of all incoming calls to the Customer Services Centre were answered at the first point of contact. Website Our newly designed website www.enfield.gov.uk was used by a total of 591,672 unique monthly users during 06/07 representing a 33.2% increase in users (147,603) from the previous year (05/06). Face to face Based on feedback gained from multiple sites across the Borough, 67.2% of customers were very satisfied with the overall service they received. Between June 2006 and March 2007 John Wilkes House served over 28,000 customers with an average transaction time of 5 minutes and 40 seconds at general enquiries.

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    Section 1: Telephony

    a) Customer Services Centre - Call Performance:

    The Customer Services Centre is the main access point to access Council services. The Customer Service Centre achieved both its performance targets of Service Level and Call Abandonment for the period April 2006 March 2007. The average service level was 88.5%. The target of 80 % was met. The average call abandonment rate was 1.8%. The target of

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    Compared to another London borough such as the Royal Borough of Kensington and Chelsea, which is a 4 star local authority, we have answered 7.5% more of incoming calls.

    Calls answered (%)

    80.00%

    85.00%

    90.00%

    95.00%

    100.00%

    Enfield 98.3% Kensington and

    Chelsea 90.8%

    Local Authority

    Benchmarking Group

    average 88.6%

    For the period January 2007 March 2007 Enfield Customer Services centre received the fourth highest call volumes out of the 33 other local authorities participating in the benchmarking group. Out of the top ten below we were the second highest in answered calls. January - March 2007

    Statistically, it appears that both Havering and Islington are answering more calls with less staff. However it is important to note that: Havering only offer a switchboard service on their main telephone number, either transferring calls, or giving departmental telephone numbers. They do not offer part or whole service transactions at the first point of contact. Islington Councils call centre Contact Islington offer similar services as Enfields Customer Services Centre but at peak times they switch to customer call backs for council tax enquiries and have IT improvements such as caller line identification and automated self service payments (which the Customer Services Centre will also introduce in September 07).

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    The restructuring of Enfields Customer Service Centre means that staffing numbers have reduced to 45 FTE.

    b) Service Improvements An interactive voice response system (IVR) was introduced on 15th March 07. This service provides a self-service information facility for main Council Tax enquiries such as entitlement for discounts or benefits. The IVR system has handled over 15000 calls in its first three months and only 8.7% of calls were routed back to the Customer Services Centre to be dealt with. This has improved the Customer Service Centres performance by giving customers accessible information without going through to a Customer Service Advisor thereby giving advisors capacity to deal with more calls and complex enquiries. The Customer Relationship Management system (CRM) was implemented on the 7th of June 06. The CRM system holds a central record of each customer, the history of contacts and the access channel the customer has chosen such as telephony, face to face or the website. The CRM system monitors the number of service requests dealt within the Customer Services Centre and the number of service requests referrals passed to back office departments. Customer interaction history can now be accessed more readily and clearly by frontline staff across the various access points across the borough such as John Wilkes House and the Civic Centre. Cost per Call Analysis The average cost per call was 2.90 for the year 06/07. In direct comparison with other Boroughs from the Local Authority Benchmarking Group, this represents very good value for money. The average cost per call for a wide range of boroughs from across the country is 4.05 information taken from sample financial benchmarking data.

    Cost per Call ()

    0.00

    0.50

    1.00

    1.50

    2.00

    2.50

    3.00

    3.50

    4.00

    4.50

    Enfield Local Authority Benchmarking

    Group average

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    c) Customer Services Centre CRM A total of 157,194 customer enquiries were dealt with through the Customer Relationship Management system for 06/07. The top 10 query types are shown below.

    d) Customer Services Centre - Payments The Customer Services Centre collected a total value of 15,806,531. The total number of transactions was 56,545. We have improved our service by informing customers, when making payments, of the convenience of using the online payments facility through our website as well as offering customers the option to start paying by direct debit. This gives customers the convenience of making their payments 24 hours a day online. In August 2007 we will be launching, as part of the interactive voice response, an automated payment system, which will allow customers to make payments instantly without going through to a customer service advisor.

    CSC stats

    40.9%

    9.4%

    8.2%

    4.4%

    3.2%

    2.0%

    1.8%

    1.8%

    1.5%

    1.4%

    25.3%

    E-Payments

    Waste Services / waste services eform

    Transfer Call / Service Message

    Household waste-special collection

    Non E-forms Special Collection

    Flytipping Waste Services

    Campaigns / Customer Survey

    Waste Services / Re

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