2.1 The Committee note and comment on the report. 3 DIRECTORATE OF DEVELOPMENT AND ENVIRONMENT PERFORMANCE

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "2.1 The Committee note and comment on the report. 3 DIRECTORATE OF DEVELOPMENT AND ENVIRONMENT PERFORMANCE"

Transcription

1 Agenda item number: 9 COMMITTEE ENVIRONMENT AND FRONT LINE SERVICES OVERVIEW AND SCRUTINY COMMITTEE DATE 24 MARCH 2005 TITLE OF REPORT RESPONSIBLE OFFICER TELEPHONE ANSWERING Joy Kirby (Business & Service Quality Manager) 1 PURPOSE OF THE REPORT 1.1 At the meeting on 6 January 2005 this Committee received a performance monitoring report on Critical Success Factors that covered the period October 2004 to December The committee requested a report be brought to a future meeting on the issue of telephone answering, to give more details particularly as performance appeared to be deteriorating. 2 RECOMMENDATIONS 2.1 The Committee note and comment on the report. 3 DIRECTORATE OF DEVELOPMENT AND ENVIRONMENT PERFORMANCE 3.1 The Critical Success Factors include indicators measuring customer priorities as expressed through the residents opinion poll, and one of those is the responsiveness to telephone calls. The performance indicator is the percentage of calls answered within 15 seconds, and the Council wide target is 95%. 3.2 Overall, as reported previously, Development and Environment has not managed to achieve the target set. The figures described in the CSF for Development and Environment do not include the calls received by the First Point of Contact contact centre, that actually make up 42% of the calls to the directorate. 3.3 Also not included are the telephone calls made to 95 High Street, because they are on different telephone system (the telephone line uses a computer line) and cannot be recorded by the call logging equipment. 3.4 The performance for is set out in the graph:

2 Calls Answered in Under 15 Seconds % Contact Centre Rest of D&E Target 0 Apr May Jun Jul Aug Sep Oct Nov Dec Jan 3.5 For the period April 2004 to February ,142 telephone calls were made to the directorate. This includes 159,798 for Customer Services (FPOC) and 214,344 calls for the rest of the directorate. 3.6 Customer Services (FPOC) figures are recorded separately to monitor the performance of the project. They are being answered with responsiveness higher than the target at about 98% within 15 seconds. The performance of calls being received elsewhere in the directorate is below the target at 78%. The performance of the contact centre combined with the rest of the directorate gives an overall performance for Development and Environment of 86.6%. 3.7 The detailed analysis of the performance focused on the calls not taken through the contact center, as this is the part of the organization not reaching the target. 3.8 Table 1 below shows that the rest of the directorate answered 87% of calls received. 7% are lost through not being answered and 6% through the number being busy. Table 1 Calls answered 87% Calls answered in 15 seconds 78% Calls NOT answered in 15 seconds 9% Unanswered Calls 7% Calls lost through extension being busy 6%

3 4 RESEARCHING THE PROBLEMS 4.1 Research was carried, and the following reasons were identified as potential obstacles to the directorate achieving the target performance: POTENTIAL ISSUES The capacity of the telephone system to cope with the number of incoming calls. The number of people available to answer the calls The capacity and effective use of the voic provision. Arrangements for staff who are out on site to divert their calls to those left in the office. Policies and practices about providing a person to talk to, rather than an answering machine Capacity for sections with a higher volume of calls Managers were asked to provide reasons for the following instances: (a)the extensions that did not answer the telephone in 6 rings (b) extensions which lost the highest number of calls through being busy or unanswered Most of the extensions in these categories belonged to staff who take calls whilst specialist staff were out on site These sections receive the highest number of calls in the directorate and include Building Control, Development Control, Parking, Environmental Health & Trading Standards, Waste and Highways These sections lose very few calls from being unanswered or through the line being busy. However the volume of calls compared with the number of people available to answer them means that the wait is often over the 15 seconds Where appropriate hunt groups have been set up so that callers can speak to a person. The call only goes to voic if all extensions are busy Call diverts or voic is in operation for those extensions not in a hunt group.

4 Sections do cover each other s phones Several sections have taken account of the fact that our customers prefer to speak to a human rather than voic and have therefore taken the decision that (once the hunt groups have been reassigned correctly see below) they will continue with hunt groups rather than divert each phone to voic . In taking this decision they recognize that our targets may not be met Several sections indicated that their customer services satisfaction surveys do not comment on contacting them as being a problem. 4.2 Meetings took place with the Network Manager ICT and the Principal Network Officer to discuss technical aspects of the directorate s performance. Their comments are as follows: Reports include all calls, both internal and external not just DDI, so a proportion of the calls will be from internal customers There are only 12 ports for voic for the whole of the council. This means that the 13th person to call who is diverted to voic will not be able to record a message. This shows as the busy on the statistics, as shown in the table above Voic takes over an unanswered call at approximately 9 seconds. Some callers hang up and that is what is being recorded as an unanswered call. Others hang up when they realise they will have to leave a message Investigation carried out by the Network team showed that a number of extensions had been set up on a divert basis which means that it can take up to 40 seconds (going from extension to extension) before going to voic . Obviously this will show as a call not answered within 15 seconds. The team will now devise the best way to organise a hunt group which hopefully will mean a shorter timescale before the call is answered. However it is still possible that the call will take more than 15 seconds to find an available line and thereby not meet target time Whether in a hunt group or call forwarded to another extension, if the original phone that was called forwards on no answer to another phone it is not going to be registered until the line is answered. This means that the call is unlikely to be answered within the target time of 15 seconds if it has to hunt around for a free extension. 5. SUMMARY 5.1. The main difficulties for the directorate in improving the performance with regard to the promptness of telephone answering lie in making provision for officers in the sections known to traditionally receive a

5 high volume of calls when they are out of the office. The contact centre covers a number of the high volume services and is achieving the target for calls that come in through the number. As a part of the Customer First programme the contact centre facility will be extending to other high volume areas in the directorate. The encouragement of the public to use this number rather than calling specific sections will assist. However this will take time to implement so improvements to the directorate s performance will not be seen immediately Teams are reviewing their technical arrangements for the use of voic to ensure that this is not delaying the response to calls The directorate is discussing with the Network officers the cost and feasibility of introducing additional technical support in key areas. 6. LEGAL AND FINANCIAL IMPLICATIONS 6.1. None 7. BACKGROUND DOCUMENTS 7.1. None Contact for further details: Joy Kirby, Business and Service Quality Manager

6

HOSPIRA (HSP US) HISTORICAL COMMON STOCK PRICE INFORMATION

HOSPIRA (HSP US) HISTORICAL COMMON STOCK PRICE INFORMATION 30-Apr-2004 28.35 29.00 28.20 28.46 28.55 03-May-2004 28.50 28.70 26.80 27.04 27.21 04-May-2004 26.90 26.99 26.00 26.00 26.38 05-May-2004 26.05 26.69 26.00 26.35 26.34 06-May-2004 26.31 26.35 26.05 26.26

More information

Median and Average Sales Prices of New Homes Sold in United States

Median and Average Sales Prices of New Homes Sold in United States Jan 1963 $17,200 (NA) Feb 1963 $17,700 (NA) Mar 1963 $18,200 (NA) Apr 1963 $18,200 (NA) May 1963 $17,500 (NA) Jun 1963 $18,000 (NA) Jul 1963 $18,400 (NA) Aug 1963 $17,800 (NA) Sep 1963 $17,900 (NA) Oct

More information

THE UNIVERSITY OF BOLTON

THE UNIVERSITY OF BOLTON JANUARY Jan 1 6.44 8.24 12.23 2.17 4.06 5.46 Jan 2 6.44 8.24 12.24 2.20 4.07 5.47 Jan 3 6.44 8.24 12.24 2.21 4.08 5.48 Jan 4 6.44 8.24 12.25 2.22 4.09 5.49 Jan 5 6.43 8.23 12.25 2.24 4.10 5.50 Jan 6 6.43

More information

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network

More information

NAV HISTORY OF DBH FIRST MUTUAL FUND (DBH1STMF)

NAV HISTORY OF DBH FIRST MUTUAL FUND (DBH1STMF) NAV HISTORY OF DBH FIRST MUTUAL FUND () Date NAV 11-Aug-16 10.68 8.66 0.38% -0.07% 0.45% 3.81% 04-Aug-16 10.64 8.66-0.19% 0.87% -1.05% 3.76% 28-Jul-16 10.66 8.59 0.00% -0.34% 0.34% 3.89% 21-Jul-16 10.66

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8

Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138. Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 1 of 138 Exhibit 8 Case 2:08-cv-02463-ABC-E Document 1-4 Filed 04/15/2008 Page 2 of 138 Domain Name: CELLULARVERISON.COM Updated Date: 12-dec-2007

More information

Sailing Option 1. Day Trip Timetable: Poole to Guernsey. Colour Key Time XX:XX = Fast Ferry. Time XX:XX = Commodore Clipper.

Sailing Option 1. Day Trip Timetable: Poole to Guernsey. Colour Key Time XX:XX = Fast Ferry. Time XX:XX = Commodore Clipper. Day Trip Timetable: Poole to Guernsey Sailing Option 1 Departure Return Sailing Date Depart Arrive Depart Arrive December 2016 Mon 19-Dec 08:00 11:00 15:10 18:10 20-Dec Wed 21-Dec 09:15 12:15 16:25 19:25

More information

ANNEXURE 1 STATUS OF 518 DEMAT REQUESTS PENDING WITH NSDL

ANNEXURE 1 STATUS OF 518 DEMAT REQUESTS PENDING WITH NSDL ANNEXURE 1 STATUS OF 518 DEMAT REQUESTS PENDING WITH NSDL Sr. No. Demat Request No.(DRN) DP ID Client ID Date of Demat Request Received Quantity Requested Date of Demat Request Processed No. of days of

More information

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017

Enhanced Vessel Traffic Management System Booking Slots Available and Vessels Booked per Day From 12-JAN-2016 To 30-JUN-2017 From -JAN- To -JUN- -JAN- VIRP Page Period Period Period -JAN- 8 -JAN- 8 9 -JAN- 8 8 -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- -JAN- 8-JAN- 9-JAN- -JAN- -JAN- -FEB- : days

More information

COE BIDDING RESULTS 2009 Category B Cars >1600 cc

COE BIDDING RESULTS 2009 Category B Cars >1600 cc Quota System A COE BIDDING RESULTS 2009 B Jan-2009 Quota 1,839 1,839 1,100 1,099 274 268 409 411 767 758 Successful bids 1,784 1,832 1,100 1,097 274 260 401 386 763 748 Bids received 2,541 2,109 1,332

More information

S&P Year Rolling Period Total Returns

S&P Year Rolling Period Total Returns S&P 500 10 Year Rolling Period Total Returns Summary: 1926 June 2013 700% 600% 500% 400% 300% 200% 100% 0% 100% Scatter chart of all 931 ten year periods. There were 931 ten year rolling periods from January

More information

Manchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting)

Manchester City Council Report for Information. Managing Attendance (Real Time Absence Reporting) Manchester City Council Report for Information Report to: Subject: Overview and Scrutiny Human Resources Subgroup - 25 January 2011 Managing Attendance (Real Time Absence Reporting) Report of: Assistant

More information

Read Through The Letters of Paul in 2016

Read Through The Letters of Paul in 2016 Read Through The Letters of Paul in 2016 JANUARY Jan 1: Romans 1:1-6 Jan 2: Romans 1:7-11 Jan 3: Romans 1:12-17 Jan 4: Romans 1:18-22 Jan 5: Romans 1:23-28 Jan 6: Romans 1:29-32 Jan 7: Romans 2:1-7 Jan

More information

Analysis One Code Desc. Transaction Amount. Fiscal Period

Analysis One Code Desc. Transaction Amount. Fiscal Period Analysis One Code Desc Transaction Amount Fiscal Period 57.63 Oct-12 12.13 Oct-12-38.90 Oct-12-773.00 Oct-12-800.00 Oct-12-187.00 Oct-12-82.00 Oct-12-82.00 Oct-12-110.00 Oct-12-1115.25 Oct-12-71.00 Oct-12-41.00

More information

Suffolk County Market Updates

Suffolk County Market Updates Suffolk County Market Updates November 2016 Closed Median Sale Price........ 2 Pending Median Sale Price........ 3 Number of Closed ly Transactions........ 4 Number of Pending ly Transaction........ 5

More information

OPERATIONS SERVICE UPDATE

OPERATIONS SERVICE UPDATE OPERATIONS SERVICE UPDATE EXECUTIVE SUMMARY Policy Processing At the June 24 Citizens Board of Governors meeting, Staff committed to achieving year end policy processing service goals by September 1, 24.

More information

San Lorenzo Valley Water District Annual Rainfall History Graph

San Lorenzo Valley Water District Annual Rainfall History Graph San Lorenzo Valley Water District Annual Rainfall History Graph 120.00 100.00 80.00 60.00 40.00 20.00 0.00 Water Year 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

More information

Accident & Emergency Department Clinical Quality Indicators

Accident & Emergency Department Clinical Quality Indicators Overview This dashboard presents our performance in the new A&E clinical quality indicators. These 8 indicators will allow you to see the quality of care being delivered by our A&E department, and reflect

More information

Ashley Institute of Training Schedule of VET Tuition Fees 2015

Ashley Institute of Training Schedule of VET Tuition Fees 2015 Ashley Institute of Training Schedule of VET Fees Year of Study Group ID:DECE15G1 Total Course Fees $ 12,000 29-Aug- 17-Oct- 50 14-Sep- 0.167 blended various $2,000 CHC02 Best practice 24-Oct- 12-Dec-

More information

Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre

Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal to Reduce Opening Hours at the Revenues & Benefits Coventry Call Centre Proposal To change the opening hours of the Revenues & Benefits Call Centre to 9am until 5pm Monday to Friday with effect

More information

22.Apr Artificial Insemination for Cattle, Irene. 04.Mar Pregnancy Diagnosis for Cattle, Irene 05.Mar Calf Rearing Management (Cattle), Irene

22.Apr Artificial Insemination for Cattle, Irene. 04.Mar Pregnancy Diagnosis for Cattle, Irene 05.Mar Calf Rearing Management (Cattle), Irene 01.Mar Artificial Insemination for Cattle, Irene 02.Mar Artificial Insemination for Cattle, Irene 03.Mar Artificial Insemination for Cattle, Irene 04.Mar Pregnancy Diagnosis for Cattle, Irene 05.Mar Calf

More information

IMT Performance Metrics and Qualitative Feedback

IMT Performance Metrics and Qualitative Feedback IMT Performance Metrics and Qualitative Feedback December 2015 Liz McNaughton Content Page 1.0 Executive Summary 1 1.1 Summary of statistics 2 2.0 Service performance 3 2.1 Significant incidents 3 2.1.2

More information

Implementing Carbon Reduction Without Impacting Working Capital. Presented by Dylan Crompton

Implementing Carbon Reduction Without Impacting Working Capital. Presented by Dylan Crompton Implementing Carbon Reduction Without Impacting Working Capital Presented by Dylan Crompton Evolution of a Carbon Strategy Proactive organisations are on a journey to reduce carbon emissions. Marginal

More information

Computing & Telecommunications Services Monthly Report March 2015

Computing & Telecommunications Services Monthly Report March 2015 March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified

More information

For Release 6PM ET Wednesday, May 18, 2011. Methodology

For Release 6PM ET Wednesday, May 18, 2011. Methodology Anderson Robbins Research (D) / Shaw & Company Research (R) Interviews Conducted: N= 910 registered voters (704 landline, 206 cell phone) May 15-17, 2011 For Release 6PM ET Wednesday, May 18, 2011 Methodology

More information

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR

CENTERPOINT ENERGY TEXARKANA SERVICE AREA GAS SUPPLY RATE (GSR) JULY 2015. Small Commercial Service (SCS-1) GSR JULY 2015 Area (RS-1) GSR GSR (LCS-1) Texarkana Incorporated July-15 $0.50690/Ccf $0.45450/Ccf $0.00000/Ccf $2.85090/MMBtu $17.52070/MMBtu Texarkana Unincorporated July-15 $0.56370/Ccf $0.26110/Ccf $1.66900/Ccf

More information

STAFFORDSHIRE MOORLANDS DISTRICT COUNCIL. Community Overview and Scrutiny Panel

STAFFORDSHIRE MOORLANDS DISTRICT COUNCIL. Community Overview and Scrutiny Panel STAFFORDSHIRE MOORLANDS DISTRICT COUNCIL AGENDA ITEM 8 Community Overview and Scrutiny Panel 26 th November 2008 TITLE: PORTFOLIO: OFFICER: WARD: CRM Data - High Level Ward Analysis and Issues Customer

More information

Our complaints policy has introduced a consistent definition of a complaint across Great Places:

Our complaints policy has introduced a consistent definition of a complaint across Great Places: Report Title: A Year of Resolution? Author: Mike Glennon CSV Date: 26 th June 2015 CSV Priority: Championship Introduction: In 2013 we launched a new approach to complaint resolution which, although prevalent

More information

Start Your. Business Business Plan

Start Your. Business Business Plan Start Your Waste Recycling Business A TECHNICAL STEP-BY-STEP-GUIDE OF HOW TO START A COMMUNITY-BASED WASTE RECYCLING BUSINESS Start Your Waste Recycling Business Business Plan INTERNATIONAL LABOUR OFFICE

More information

Measuring and Monitoring Customer Experience

Measuring and Monitoring Customer Experience Measuring and Monitoring Experience Tom Exeter Sales, Marketing & Experience Executive Sport & Physical Activity, Commercial Services, University of Leeds Background to our organisation. The department

More information

DATES OF PUBLICATION FOR ISSUES OF THE JOURNAL RHODORA (Volume 1-116)

DATES OF PUBLICATION FOR ISSUES OF THE JOURNAL RHODORA (Volume 1-116) DATES OF PUBLICATION FOR ISSUES OF THE JOURNAL RHODORA (Volume 1-116) Prepared by JAMES L. REVEAL and KANCHI N. GANDHI Some dates of publication were not reported in the journal. These are marked with

More information

Complaints Annual Report 2011/2012

Complaints Annual Report 2011/2012 Complaints Annual Report 2011/2012 This report incorporates complaints handling for Basingstoke and North Hampshire NHS Foundation Trust and Winchester and Eastleigh Healthcare Trust for the period 1 April

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014

P/T 2B: 2 nd Half of Term (8 weeks) Start: 25-AUG-2014 End: 19-OCT-2014 Start: 20-OCT-2014 End: 14-DEC-2014 2014-2015 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2014 TERM Key: P/T = Part of Term P/T Description

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013

P/T 2B: 2 nd Half of Term (8 weeks) Start: 26-AUG-2013 End: 20-OCT-2013 Start: 21-OCT-2013 End: 15-DEC-2013 2013-2014 SPECIAL TERM ACADEMIC CALENDAR FOR SCRANTON EDUCATION ONLINE (SEOL), MBA ONLINE, HUMAN RESOURCES ONLINE, NURSE ANESTHESIA and ERP PROGRAMS SPECIAL FALL 2013 TERM Key: P/T = Part of Term P/T Description

More information

BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09

BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 BROMSGROVE DISTRICT COUNCIL PERFORMANCE MANAGEMENT BOARD 16 DECEMBER 2008 PERFORMANCE MANAGEMENT BOARD PROPOSED PROGRAMME 2008/09 Responsible Member Responsible Head of Service Councillor - James Duddy,

More information

P/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015

P/T 2B: 2 nd Half of Term (8 weeks) Start: 24-AUG-2015 End: 18-OCT-2015 Start: 19-OCT-2015 End: 13-DEC-2015 2015-2016 SPECIAL TERM ACADEMIC CALENDAR For Scranton Education Online (SEOL), Masters of Business Administration Online, Masters of Accountancy Online, Health Administration Online, Health Informatics

More information

CAFIS REPORT 2015.10

CAFIS REPORT 2015.10 CAFIS REPORT 2015.10 INDEX Message CAFIS Inbound 03-06 07-08 CAFIS Arch 09-10 CAFIS Brain 11-12 CAFIS Global 13-14 What We Do 15-16 About CAFIS 17-18 Services for Member Stores 19-34 Services for Card

More information

End of Life Content Report November 2014. Produced By The NHS Choices Reporting Team CH.NHSChoices-Reporting@nhs.net

End of Life Content Report November 2014. Produced By The NHS Choices Reporting Team CH.NHSChoices-Reporting@nhs.net End of Life Content Report November 2014 Produced By The NHS Choices Reporting Team CH.NHSChoices-Reporting@nhs.net End of Life Dashboard Page 1 Overall Choices Site Visits Tag cloud showing end of life

More information

NTREIS MLS Area Housing Activity Report Compiled for North Texas Real Estate Information System. Current Month Summary for: July 2016

NTREIS MLS Area Housing Activity Report Compiled for North Texas Real Estate Information System. Current Month Summary for: July 2016 Use PDF Bookmarks for direct link to report tables. NTREIS MLS Area Housing Activity Report Compiled for North Texas Real Estate Information System Current Month Summary for: July 2016 Property Type Sales

More information

Service Delivery Plan 2007/8 Template 1. Delivery plan

Service Delivery Plan 2007/8 Template 1. Delivery plan Delivery plan Theme Leisure & Environment Clean and safe streets and public places with the Council maintaining and enforcing high standards of cleanliness throughout the borough. 1. Deliver a proactive

More information

HICOM 300 - OPTISET FACILITIES ENTRY (BASIC) TELEPHONE

HICOM 300 - OPTISET FACILITIES ENTRY (BASIC) TELEPHONE HICOM 300 - OPTISET FACILITIES ENTRY (BASIC) TELEPHONE IMPORTANT INFORMATION: There is no mute button on the new telephone. The microphone is highly sensitive and if place your hand over the mouthpiece

More information

Provision of an Emergency & Urgent Care Centre and Out of Hours Service to Walsall CCG by Badger Healthcare Ltd

Provision of an Emergency & Urgent Care Centre and Out of Hours Service to Walsall CCG by Badger Healthcare Ltd Provision of an Emergency & Urgent Care Centre and Out of Hours Service to Walsall CCG by Badger Healthcare Ltd 1. Introduction Monthly Performance to Contract Report November 2014 This report covers the

More information

TERMS OF REFERENCE HUMAN RESOURCES AND GOVERNANCE COMMITTEE. The purpose of the Human Resources and Governance Committee (the Committee ) is to

TERMS OF REFERENCE HUMAN RESOURCES AND GOVERNANCE COMMITTEE. The purpose of the Human Resources and Governance Committee (the Committee ) is to I. PURPOSE The purpose of the Human Resources and Governance Committee (the Committee ) is to A. assist the Board in fulfilling its obligations relating to human resource and compensation matters and to

More information

Charter Business Hunt Group Administrator Start-up and Quick Reference Guide

Charter Business Hunt Group Administrator Start-up and Quick Reference Guide Charter Business Hunt Group Administrator Start-up and Quick Reference Guide This guide is designed to help company telephone administrators manage the most common tasks related to initial set-up and on-going

More information

Portal Annual Report 2012/13

Portal Annual Report 2012/13 Portal Annual Report 2012/13 Introduction This report is provided for a diverse audience and covers the year 1st September 2012 31st August 2013, the seventh year of operation of the Portal. The Portal

More information

EVERY GAME. EVERY SUNDAY.

EVERY GAME. EVERY SUNDAY. Sep. 5 6 at at at at at at at at Sep. 16 Oct. 31 Oct. 3 at at at at at at at at at at at at at at at at Sep. 16 at at (London) at at at at at at Oct. 10 Nov. 4 Dec. 9 at at at at at at at at 6 Nov. 4 at

More information

Diploma of Business / Associate Degree of Business / Bachelor of Business

Diploma of Business / Associate Degree of Business / Bachelor of Business Name Start Date * Census Date Semester One MGT106 Contemporary Communications for Organisations (Core) 20/02/2017 MGT102 Management Principles (Core) 20-Feb-17 13-Mar-17 09-Jun-17 0.0125 $ 20-Feb-17 13-Mar-17

More information

Moon and Planet Visibility Diagrams

Moon and Planet Visibility Diagrams 6 and Planet Visibility Diagrams Magnitudes -8-6 -4-2 2 4 6 8 Phases of the South at midnight South at dusk South at dawn South at midnight Week commencing 1 Jan 4 J Jan - 4 6 8 1 1 14 16 18 2 24 26 28

More information

Moon and Planet Visibility Diagrams

Moon and Planet Visibility Diagrams 5 and Planet Visibility Diagrams Magnitudes -8-6 -4-2 2 4 6 8 Phases of the South at midnight South at dusk South at dawn South at midnight Week commencing 1 Jan 4 J Jan - -4 8 Jan 4 - -4 15 Jan 4 J Jan

More information

BERACHAH CHURCH MEDIA CATALOG 2016

BERACHAH CHURCH MEDIA CATALOG 2016 BERACHAH CHURCH MEDIA CATALOG 2016 MP3 AUDIO Please order by Series and number Limit: 2 discs per month Series #100 INVESTITURE SERVICE 1 1 28 Mar 2004 Series #101 MEMORIAL SERVICES 1 1 Col. Thieme 23

More information

Financial Operating Procedure: Budget Monitoring

Financial Operating Procedure: Budget Monitoring Financial Operating Procedure: Budget Monitoring Original Created: Jan 2010 Last Updated: Jan 2010 1 Index 1 Scope of Procedure...3 2 Aim of Procedure...3 3 Roles & Responsibilities...3 Appendix A Timetable...7

More information

2017 Examination dates

2017 Examination dates Please note the following information: The following exams are available throughout the year: Please click on the exam for which you wish to see the dates. When you have finished, you can select to return

More information

Supervisor Instructions for Approving Web Time Entry

Supervisor Instructions for Approving Web Time Entry Supervisor Instructions for Approving Web Time Entry Time Approval Deadlines by Category Local 2110 Members members submit time by NOON on Monday of the pay week. Time should be approved no later than

More information

Sunbury Community Health Dental Service Quality and Safety Report

Sunbury Community Health Dental Service Quality and Safety Report Sunbury Community Health Dental Service Quality and Safety Report Quality, safety and continuous improvement are at the heart of everything we do at Sunbury Community Health. We constantly work to recognise

More information

Annexure B: Planning, Budgeting and Performance Management Programme

Annexure B: Planning, Budgeting and Performance Management Programme Annexure B:, Budgeting Programme The following are key activities that need take place in more detail than Time frame Nature Period referred Start Finish 2012/09/01 /08/31 /or September /09/01 /09/26 August

More information

An Introduction to Internal Audits

An Introduction to Internal Audits An BRC Global Standards. Trust in Quality Internal Audits (Section 3.4 excluding 3.4.4) An internal audit is any audit completed by or on behalf of the company, rather than conducted by a second or third

More information

Managing Projects with Practical Software & Systems Measurement PSM

Managing Projects with Practical Software & Systems Measurement PSM Managing Projects with Practical Software & Systems Measurement PSM Mauricio Aguiar PSM Qualified Instructor TI Métricas Ltda. Av. Rio Branco 181/1910 Rio de Janeiro, RJ Brazil 20040-007 www.metricas.com.br

More information

Employment and Vacancies Survey: November Economy wide Vacancies Increased Significantly in November 2005

Employment and Vacancies Survey: November Economy wide Vacancies Increased Significantly in November 2005 Employment and Vacancies Survey: November 2005 Economy wide Vacancies Increased Significantly in November 2005 Economy wide vacancies increased by a significant 7 percentage points in the month of November

More information

2016 Examina on dates

2016 Examina on dates Please note the following informa on: The following exams are available throughout the year: Please click on the exam for which you wish to see the dates. When you have finished, you can select to return

More information

2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc

2015-16 BCOE Payroll Calendar. Monday Tuesday Wednesday Thursday Friday Jun 29 30 Jul 1 2 3. Full Force Calc July 2015 CM Period 1501075 July 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 August 2015 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26

More information

US Inflation Rate Consumer Price Index

US Inflation Rate Consumer Price Index 1960 1962 1964 1966 1968 1970 1972 1974 1976 1978 1980 1982 1984 1986 1988 1990 1992 1994 1996 1998 2000 2002 2004 2006 2008 2010 2012 2014 US Inflation Rate Consumer Price Index 14.0% 13.0% 12.0% 11.0%

More information

1.1 Approve the proposals for the roll-out of the new telephone system as set out in this report.

1.1 Approve the proposals for the roll-out of the new telephone system as set out in this report. APPENDIX L Agenda Item No. 13 REPLACEMENT OF TELEPHONE SYSTEM Councillor Cartwright Leader of the Council 1.0 Purpose The purpose of this paper is to recommend the progressive roll-out of new telephone

More information

Government proposals to reform vocational qualifications for 16-19 year olds in England

Government proposals to reform vocational qualifications for 16-19 year olds in England Government proposals to reform vocational qualifications for 16-19 year olds in England A consultation published by the Department for Education (DfE) on 7 th March 2013 What reforms does the consultation

More information

Council, 6 February 2014. IT Report. Executive summary and recommendations. Introduction

Council, 6 February 2014. IT Report. Executive summary and recommendations. Introduction Council, 6 February 2014 IT Report Executive summary and recommendations Introduction The report sets out the main activities of the IT Department since the last meeting of Council. It includes statistical

More information

14-Dec-15. Number Amount Number Amount Number Amount Number Amount Number Amount

14-Dec-15. Number Amount Number Amount Number Amount Number Amount Number Amount 14-Dec-15 and Number of Qualifying Children, 2013 Returns with no Returns with one Returns with two Returns with three or Size of AGI qualifying children qualifying child qualifying children more qualifying

More information

Voicemail &Telephone Call Handling (Policy & Procedure)

Voicemail &Telephone Call Handling (Policy & Procedure) Voicemail &Telephone Call Handling (Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Information Can be published on Force Website Force Contact Centre (FCC)

More information

Marsha Ingram, Head of Corporate Affairs

Marsha Ingram, Head of Corporate Affairs Date of Board meeting: 26 th November 2008 Subject: Annual Cycle of Board Business Trust Board lead: Marsha Ingram, Head of Corporate Affairs Presented by: Marsha Ingram, Head of Corporate Affairs Aim

More information

Detailed guidance for employers

Detailed guidance for employers April 2015 3 Detailed guidance for employers Appendix A: Pay reference periods This document accompanies: Detailed guidance no. 3 Assessing the workforce Pay reference period calendars where the definition

More information

How to Construct a Seasonal Index

How to Construct a Seasonal Index How to Construct a Seasonal Index Methods of Constructing a Seasonal Index There are several ways to construct a seasonal index. The simplest is to produce a graph with the factor being studied (i.e.,

More information

Consumer ID Theft Total Costs

Consumer ID Theft Total Costs Billions Consumer and Business Identity Theft Statistics Business identity (ID) theft is a growing crime and is a growing concern for state filing offices. Similar to consumer ID theft, after initially

More information

TERMS OF REFERENCE FOR THE GOVERNANCE COMMITTEE

TERMS OF REFERENCE FOR THE GOVERNANCE COMMITTEE I. PURPOSE The primary function of the Governance Committee ( the Committee ) is to provide a focus on governance for ICBC and its subsidiaries that will enhance ICBC s performance. The Committee assesses

More information

Resource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager

Resource Management Spreadsheet Capabilities. Stuart Dixon Resource Manager Resource Management Spreadsheet Capabilities Stuart Dixon Resource Manager Purpose Single view of resource data Shows rolling demand vs supply for 14 months, 2 months back, current month, and 11 forward

More information

Business Plan Example. 31 July 2020

Business Plan Example. 31 July 2020 Business Plan Example 31 July Index 1. Business Overview 1.1Objectives 1.2Vision Mission and Values 1.3 Keys to Success 2. Business Management 3. Services 2.1 Company Summary 2.2 Company Ownership 2.3

More information

2015 Examination dates

2015 Examination dates Please note the following information: The following exams are available throughout the year: BULATS Paper-based: Please click on the exam for which you wish to see the dates. When you have finished, you

More information

Cllr Kath Hartley, Putting Passengers First

Cllr Kath Hartley, Putting Passengers First Agenda Item No. 7 Meeting: Putting Passengers First Committee Date: 20 October 2014 From: Subject: Lead Member: Director of Operations Service Delivery Dashboard Cllr Kath Hartley, Putting Passengers First

More information

Speech and Language Therapy Service DRAFT

Speech and Language Therapy Service DRAFT Speech and Language Therapy Service DRAFT Key Achievements Staff training and consultation proving successful and a system for modelling speech and language support being developed Information Pack for

More information

Claim Severity in Workers Compensation Claims. Brendon Frost Daniel Smith

Claim Severity in Workers Compensation Claims. Brendon Frost Daniel Smith Claim Severity in Workers Compensation Claims Brendon Frost Daniel Smith Outline What do we mean by injury severity? Traumatic versus Chronic The modelling Clusters Model results Business insights What

More information

One Newport s Performance Management Framework 2014/15

One Newport s Performance Management Framework 2014/15 One Newport s Performance Management Framework 2014/15 1) Introduction One Newport s Performance Management Framework (PMF) sets out One Newport s vision for how it plans to manage performance and delivery

More information

1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03

1. Introduction. 2. Performance against service levels 1 THE HIGHLAND COUNCIL. Agenda Item. Resources Committee 26 th March 2003 RES/43/03 1 THE HIGHLAND COUNCIL Resources Committee 26 th March 2003 Performance report for January / February 2003 Report by the Information Systems Client Manager Agenda Item Report No 18 RES/43/03 Summary This

More information

Framework for Pilot Actions

Framework for Pilot Actions Framework for Pilot Actions Project Title Project Acronym Internet based Business Cach for SME Managers NETCOACH Grant Agreement Number LLP/LdV/TOI/2010/IRL - 506 Deliverable Type Report Deliverable Number

More information

North Middlesex University Hospital NHS Trust. North Central London Joint Health Overview & Scrutiny committee

North Middlesex University Hospital NHS Trust. North Central London Joint Health Overview & Scrutiny committee North Middlesex University Hospital NHS Trust North Central London Joint Health Overview & Scrutiny committee Questions to be answered Questions How does current A&E performance and winter pressures monitoring

More information

Customer Service Strategy 2010-2013

Customer Service Strategy 2010-2013 Service Strategy 2010-2013 Introduction Our vision for customer service is: Oxfordshire County Council aims to deliver excellent customer service by putting our customers at the heart of everything we

More information

Adult Social Care Select Committee 17 January 2012. Managing staff absence in Adult Social Care

Adult Social Care Select Committee 17 January 2012. Managing staff absence in Adult Social Care S Adult Social Care Select Committee 17 January 2012 Managing staff absence in Adult Social Care Purpose of the report: Scrutiny of Services/Performance Management This report sets out for information

More information

ISO 20022 in Central Bank Projects: The Deutsche Bundesbank s Interbank SEPA Clearing Services

ISO 20022 in Central Bank Projects: The Deutsche Bundesbank s Interbank SEPA Clearing Services ISO 20022 in Central Bank Projects: The Deutsche Bundesbank s Interbank SEPA Clearing Services Dr. Johannes Kaiser Conception of Retail Payment Services Payment Systems Policy Division Moscow, 1 Agenda

More information

Deep Security Intrusion Detection & Prevention (IDS/IPS) Coverage Statistics and Comparison

Deep Security Intrusion Detection & Prevention (IDS/IPS) Coverage Statistics and Comparison Deep Security Intrusion Detection & Prevention (IDS/IPS) Trend Micro, Incorporated A technical brief summarizing vulnerability coverage provided by Deep Security. The document also outlines a comparison

More information

The Telemarketing Sales Rule. Related Items. Sign Up for the Do Not Call Registry. PreviousNext. Robocalls. National Do Not Call Registry

The Telemarketing Sales Rule. Related Items. Sign Up for the Do Not Call Registry. PreviousNext. Robocalls. National Do Not Call Registry The Telemarketing Sales Rule Related Items Sign Up for the Do Not Call Registry PreviousNext 12 Robocalls National Do Not Call Registry The Federal Trade Commission s (FTC) Telemarketing Sales Rule (TSR)

More information

GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4

GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 GOVERNING BODY MEETING held in public 29 July 2015 Agenda Item 4.4 APPENDIX A Strategic Planning Process 2016/17 Strategic Planning Process 2016/17 Interlocking processes 5 Year strategic process: reviewed

More information

Click on the PBX icon on the Admin screen to start building your PBX. The Phones page shows all the Phone Accounts and Hunt Groups you have created.

Click on the PBX icon on the Admin screen to start building your PBX. The Phones page shows all the Phone Accounts and Hunt Groups you have created. Creating a PBX The PBX feature allows you to put phones on your desks, which can make, receive, transfer and conference without investing in a physical PBX. It has all the features of a standard PBX system

More information

Elimination of delays in consultant care

Elimination of delays in consultant care perfectserve.com 866.844.5484 @PerfectServe SUCCESS STORY Elimination of delays in consultant care Hospital: Munroe Regional Medical Center Location: Ocala, FL Beds: 421 Key results: Standardized clinical

More information

Charter Business Phone Plus Hunt Group Administrator Start-up and Quick Reference Guide. Document Version 1.0

Charter Business Phone Plus Hunt Group Administrator Start-up and Quick Reference Guide. Document Version 1.0 Charter Business Phone Plus Start-up and Quick Document Version 1.0 About this Guide This guide is designed to help company telephone administrators manage the most common tasks related to initial set-up

More information

FOX News/Opinion Dynamics Poll 16 March 06

FOX News/Opinion Dynamics Poll 16 March 06 FOX News/Opinion Dynamics Poll 16 March 06 Polling was conducted by telephone March 14-15, 2006, in the evenings. The total sample is 900 registered voters nationwide with a margin of error of ±3 percentage

More information

REPORT TO THE EXECUTIVE. Telephone Management Systems Review

REPORT TO THE EXECUTIVE. Telephone Management Systems Review ITEM NO 7 REPORT TO THE EXECUTIVE DATE 6 th April 2010 PORTFOLIO Customer Services REPORT AUTHOR Better Services Scrutiny Committee Review Group TEL NO 01282 425011 EMAIL mneave@burnley.gov.uk Telephone

More information

South Dakota Board of Regents. Web Time Entry. Student. Training Manual & User s Guide

South Dakota Board of Regents. Web Time Entry. Student. Training Manual & User s Guide South Dakota Board of Regents Web Time Entry Student Training Manual & User s Guide Web Time Entry Self Service Web Time Entry is a web-based time entry system designed to improve accuracy and eliminate

More information

OLDER PEOPLE IN HAMMERSMITH AND FULHAM - FUTURE NURSING HOME PROVISION

OLDER PEOPLE IN HAMMERSMITH AND FULHAM - FUTURE NURSING HOME PROVISION AGENDA ITEM NO. 5 HEALTH AND ADULT SOCIAL CARE SCRUTINY COMMITTEE 16 November 2006 SUBJECT OLDER PEOPLE IN HAMMERSMITH AND FULHAM - FUTURE NURSING HOME PROVISION WARD/S ALL CONTRIBUTORS PCT SYNOPSIS This

More information

Media Planning. Marketing Communications 2002

Media Planning. Marketing Communications 2002 Media Planning Marketing Communications 2002 Media Terminology Media Planning - A series of decisions involving the delivery of messages to audiences. Media Objectives - Goals to be attained by the media

More information

Project Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee

Project Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee Management Toolkit Version: 1.0 Last Updated: 23rd November- Formally agreed by the Transformation Programme Sub- Committee Page 1 2 Contents 1. Introduction... 3 1.1 Definition of a... 3 1.2 Why have

More information

Department of Transitional Assistance Report on Paperless Documentation

Department of Transitional Assistance Report on Paperless Documentation Department of Transitional Assistance Report on Paperless Documentation January 4, 2016 REPORT ON PAPERLESS DOCUMENTATION DECEMBER 2015 Description of the Report Chapter 158 of the Acts of 2014 Section

More information

Economy Wide Vacancies Fell in December 2005

Economy Wide Vacancies Fell in December 2005 Economy Wide Vacancies Fell in December 2005 Economy wide vacancies fell by 3 percentage points in the month of December 2005. The percentage of firms with vacancies, which had increased significantly

More information