STAFFORDSHIRE MOORLANDS DISTRICT COUNCIL. Community Overview and Scrutiny Panel
|
|
- Mercy Gaines
- 8 years ago
- Views:
Transcription
1 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 Services Corporate Director and Chief Finance Officer Non-Specific 1 Purpose of Report 1.1 To inform members of the potential for the use of data derived from the CRM and VOIP systems to bring about improved service focus and performance. 2 Background and Introduction 2.1 The Council s first Information Management Strategy was developed in The emphasis was upon improving the use of the information assets of the Council to enable a more efficient economic and effective use of the information asset at our disposal. The aim is to ensure the right information to the right place at the right time in the right format to support sound decision making. 2.2 The benefits from better information management include:- Cost and time savings (improved productivity through more efficient use of information) Legislative compliance Better customer service (including reducing avoidable contact) and community engagement Support for excluded citizens/citizens at risk Facilitation of Business Continuity management Greater responsiveness for the challenge of transformation Reducing the opportunity for data loss, poor quality data and theft. 1
2 2.3 Information management will underpin best practice in data quality, storage, accessibility, integrity and security and will support the Council s Corporate Plan. The Information Management Strategy is in the process of being updated. 2.4 This report focuses upon the information asset held within the Council s CRM (Customer Relationship Management) system and associated data held within the Council s VOIP (Voice Over Internet Protocol) telephony system. These systems have now generated a significant amount of information about how the Council interacts with, and responds to Customers. 2.5 The authority is now in a position to exploit this information in order to provide better and more targeted services. In particular this will also be useful in identifying those parts of the community that do not contact the Council. Call volume data is now real-time and has helped improve the approach to telephone answering considerably in the last 12 months. As an example, it showed that at a critical period in 2007/08 a significant number of calls were repeat calls which highlighted failings in service delivery elsewhere in the Council. 2.6 The Council s developing approach to information management is key to dealing with issues of social exclusion. Access to and intelligent exploitation of our information assets, together with partners, is stimulating new ways of working and designing services for the disadvantaged. It has formed an important part of the authority s Digital Inclusion Beacon Bid. 3 Top Level Raw Data Analysis (CRM and Voice Data) 3.1 As an illustration of the potential the CRM and VOIP system an extract containing every transaction from the Council s CRM system was made covering the 12 month period July 2007 June This totalled 44,120 transactions across 130 transaction types % of transactions have been allocated to a ward (through the unique property reference number (UPRN) of the property against which the issues is recorded, or failing that the postcode noted at the time of the transaction). The 5% that cannot be allocated currently to a ward are attributable to issues on start-up, commercial properties not having a UPRN, an issue being recorded against a postcode that spans more than one ward, etc. 3.3 The graph below plots the different channels used for both service requests and enquiries. The top line shows the number of phone calls received by the contact centre. All the information behind this macro view can be broken down by channel, day and transaction type. It should be noted that the peak in the initial months were largely attributable to a major spike in customer contact triggered by the rollout of the revised recycling routine. 2
3 Contact Trends Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul CRM Enquiries (Face to Face) CRM Enquiries (Post) Phone Calls Answered CRM Enquiries (Phone) Service Requests (all channels) Web Service requests 3.4 Through the VOIP telephone system call traffic, including repeat calls can be analysed. For 60% of calls the Council has access to the callers number. The graph below indicates the number of repeat phone calls within a calendar month (note that this is not a rolling month; so for example calls on 28th and then 3rd of the next month would not be caught through this approach). When analysing these calls it shows that a significant percentage are repeat calls. This indicates an immense opportunity to manage avoidable contact through identifying service delivery failure or where the Customer is requesting an update where the service delivery timeframe (i.e. SLA) is not clear to them. Measuring performance against SLA will further highlight opportunities to minimise avoidable contact. 3
4 Repeat calls (within a month) by Service Area 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 May-08 Jun-08 Jul-08 Benefits Environmental Services Planning Revenues Switchboard 3.5 From October 2008 it has been a requirement of National Indicator 14 for the Council to record avoidable contacts and the reasons for these. From this it is expected that the Council will be able to act to reduce the need for multiple contacts. Improving the customer experience and realising greater efficiency of performance. 3.6 The VOIP system can also provide statistics about activity in the contact centre, analysed when each phone is logged in. The following graph, which excludes team leaders, highlights at the highest level where time is spent. Average Daily Resource usage by Month FTE Aug- 07 Sep Oct Nov Dec Jan- 08 Feb Mar Apr May Jun Jul Idle True Talk time Outbound Make Busy 4
5 4 High Level Analysis 4.1 By drilling down into the CRM data by transaction type we can identify those transactions that make up the vital few (i.e. the transactions that are most commonly used). It should be noted that only the transactions that are processed through the CRM system are included in the analysis. 4.2 Of the 130 transaction types the following 11 make up the top 63%. Transaction Type No. of Transactions % of Total Council Tax Change of Address (3 transactions) 5,242 12% Garden Waste Containers * 4,975 11% Recycling Containers * 3,569 8% Domestic Waste Collection * 3,259 7% Recycling Collection * 2,784 6% Bulky Uplifts 2,015 5% Council Tax Change of Circumstances 1,821 4% Housing Benefits New Claims 1,710 4% Housing Benefits (Intention to claim) 1,294 3% Housing benefits Change of Circumstances 1,025 2% Fly tipping 650 1% * Here, 75%+ of the transactions occurred in the 6 months July December 2007) 4.3 The above transactions could be examined as a priority in order to identify the waste in terms of business process and service area delivery in order to identify further efficiency savings. 5 Ward Analysis 5.1 The CRM data has been plotted against ward, giving a picture of service request and delivery in each ward, highlighting hot spots, problem areas and potential issues. The diagram below shows the % of transactions for the major transaction types in each ward. 5.2 As an example, the analysis shows that: Caverswall has a relatively high percentage of street cleansing issues when compared to other wards (18% of all requests are related to street cleansing) Werrington has a high proportion of Environmental Health requests (19% of all requests are this transaction type). 61% of requests in Horton were related to Waste Collection. 26% of transactions in Biddulph East and 25% in Cheadle North are benefits related. 5
6 Service Area Distribution by Ward 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Unknown Alton Bagnall Stanley Brown Edge/Endon Biddulph East Biddulph Moor Biddulph North Biddulph South Biddulph West Caversall Cellarhead Cheadle North East Cheadle South East Cheadle West Checkley Cheddleton Churnet Dane Forsbrook Hamps Valley Horton Ipstones Leek East Leek North Leek South Leek West Manifold Werrington Waste Collection Local Tax Benefits EH Housing Street Cleansing Misc NNDR Planning 5.3 In order to provide a factor of proportionality, the percentage of transactions that occur in each ward can also be considered according to the number of domestic properties in each ward where the is is appropriate. 5.4 All of this data can be used to help inform the approach to service provision in the wards of the district, and will be available for publication on the local community websites (through my moorlands ). The information can also be used to help inform senior stakeholders about the nature and volume of services that the Council undertakes as part of its day to day business, indicating seasonality and trend etc. In a twelve month period the authority dealt with: 571 Deaths (5% of all requests for Forsbrook) 300 Dog Fouling Issues (5% of all requests for Forsbrook) 290 Noise Complaints (12% of all requests in Biddulph East) 88 Abandoned vehicles (12% of all requests in Leek North) 504 Street Cleansing Request (5% of all requests in Checkley) Limited take up of Council tax direct debit in Biddulph South Most stray dogs are lost in Biddulph North and most stray dogs are found in Leek North 6
7 Number of service requests raised compared to properties (jan 08-Jul 08) WERRIN MANIFO LEEKWE LEEKSO LEEKNO LEEKEA IPSTON HORTON HAMPSV FORSB DANE CHURN CHEDD CHECK CHE_WE CHE_SE CHE_NE CELLAR CAVERW BID_WE BID_SO BID_NO BID_MR BID_EA BE_END BAG_ST ALTON 0% 10% 20% 30% 40% 7
8 6 Issues Arising from Analysis and Proposed Approach to the Next Stages of Service Review 6.1 A number of issues arise from the analysis The analysis of service requests would be improved if all service requests (included services provided by a third party e.g. Parkwood Leisure) were processed through the CRM system It is essential that all service requests are linked to a ward to allow for a complete analysis Further improvements are required for the service delivery processes for the large volume customer led services i.e. local taxation, housing benefits, planning, and environment The information available can be used to instigate improvements to significantly reduce unavoidable contact The data can be used to improve contact centre operator efficiency SLA s should be formally adopted between front and back office and monitored and managed effectively GIS could be used to report data more effectively particularly to support the locality working initiative 6.2 A number of actions are proposed to address these needs as follows: Proposed Action End Date Responsibility Ensure all transactions can be allocated to a ward December 2008 Business Analyst (SMDC) Build 3 rd Extracts Party Data into CRM Business December 2008 Business Analyst (SMDC) Complete Major Service BPR work in the four main service areas March 2009 Head of ICT and Corporate Procurement (SMDC) Implementation and Monitoring of SLAs for top 20% of transactions March 2009 Head of Customer Services (SMDC) Establish potential for intranet based GIS to improve process efficiency/customer satisfaction March2009 Head of ICT and Corporate Procurement (SMDC) Design approach to encourage interaction with non-service users. March 2009 Head of Customer Services (SMDC) 8
9 Proposed Action End Date Responsibility Transfer all remaining customer service functions to Customer Services via BPR of the remaining service areas. June 2009 Head of ICT and Corporate Procurement (SMDC)/ Business Analyst (SMDC) Undertake Front-Office BPR/Analysis, Call Centre Modelling and analysis of contact centre operator efficiency (busy time vs idle time). June 2009 Head of Customer Services (SMDC) Undertake process reviews for major transactions (e.g. Change of address) June 2009 Business Improvement manager (SMDC) ANDREW P STOKES Corporate Director and Chief Finance Office Contact Officers Chris Elliott Head of ICT & Corporate Procurement Peter Dunkley Head of Customer Services 9
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 informationCOMPARISON 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 informationCOMPARISON 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 information2.1 The Committee note and comment on the report. 3 DIRECTORATE OF DEVELOPMENT AND ENVIRONMENT PERFORMANCE
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
More informationCABINET 9 th February 2006. Report of the Director of Partnerships and Customer Services
CABINET 9 th February 2006 Report of the Director of Partnerships and Customer Services ITEM 11 CRM DEVELOPMENT Purpose of the Report To seek approval to the replacement for the Council s Customer Relationship
More informationAnalysis 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 informationCase 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 informationEnhanced 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 informationProposal 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 informationManchester 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 informationResource 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 informationThe principles, processes, tools and techniques of project management
Unit 34: Plan and manage a project. 341 The principles, processes, tools and techniques of project management An industrial project, big or small, must be managed effectively to ensure the project s objectives
More informationBROMSGROVE 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 informationComputing & 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 informationSEO Presentation. Asenyo Inc.
SEO Presentation What is Search Engine Optimization? Search Engine Optimization (SEO) : PPC and Organic Results Pay Per Click Ads The means of achieving top search engine results without having to incur
More information1. 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 informationConsumer 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 informationAshley 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 informationP/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 informationP/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 informationP/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 informationEnd 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 informationManagement Board / Performance Panel / Cabinet. Corporate Improvement Officer (Performance) (Rachel Glynn)
Agenda Item No... REPORT TO: Management Board / Performance Panel / Cabinet DATE: 15 th May 2014 / TBC / 18 th June 2014 SERVICE AREA: REPORTING OFFICER: SUBJECT: WARD/S AFFECTED: Corporate Affairs Corporate
More informationFreedom of Information Request Reference No: I note you seek access to the following information:
Freedom of Information Request Reference No: I note you seek access to the following information: 1. How many incidents in the UK have the police been called to because of people being drug and disorderly
More informationCustomer Contact Monitor Annual Report 2013/14 & Quarter 1 2014/15
Customer Contact Monitor Annual Report 20 & Quarter 1 2014/15 This monitor presents key indicators of the Council s customer contact, including telephone, visitors to Council facilities, and the Council
More informationCENTERPOINT 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 informationMedia 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 information2015-16 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 informationThe Impact of Medicare Part D on the Percent Gross Margin Earned by Texas Independent Pharmacies for Dual Eligible Beneficiary Claims
The Impact of Medicare Part D on the Percent Gross Margin Earned by Texas Independent Pharmacies for Dual Eligible Beneficiary Claims Angela Winegar, M.S., Marvin Shepherd, Ph.D., Ken Lawson, Ph.D., and
More informationImpacts of Government Jobs in Lake County Oregon
Impacts of Government Jobs in Lake County Oregon April 2011 Prepared by Betty Riley, Executive Director South Central Oregon Economic Development District Annual Average Pay Based on Oregon Labor Market
More informationRequest under the Freedom of Information Act 2000 (FOIA)
Our Ref: 005792/13 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP 8 July 2013 Tel: 101 Ext 800 2507 Fax: 0115 967 2896 Request under the Freedom of Information
More informationThe Changing Relationship Between the Price of Crude Oil and the Price At the Pump
In 2007, what goes up, does not necessarily come down... May 3, 2007 The Changing Relationship Between the Price of Crude Oil and the Price At the Pump Prepared by: Tim Hamilton Petroleum Industry Consultant
More informationCustomer 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 informationBT Retail Social Media making it easy for our customers
BT Retail Social Media making it easy for our customers Dawn Walton, GM Central Planning Nigel Elliott, Social Media Channel Manager Kerry Gulloch, Social Media Communities Manager Agenda o How we ended
More informationSMARTER COMMUNICATIONS. Results for the year ended 31 December 2012
SMARTER COMMUNICATIONS Results for the year ended 31 December 2012 Disclaimer For the use of the recipient only. Not to be copied or distributed to any other person. This presentation has been prepared
More informationCASE STUDY: E-PHARMACY AT CHELSEA AND WESTMINSTER HOSPITAL, UK
e-business W@tch European Commission, DG Enterprise & Industry E-mail: entr-innov-ict-ebiz@ec.europa.eu, info@ebusiness-watch.org This document is based on sector studies, special reports or other publications
More informationBS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI
BS EN 16001 Energy Management Systems VICTORIA BARRON, PRODUCT MARKETING MANAGER, BSI Agenda Energy Management in context Why Energy Management? Business Needs How BS EN 16001 helps organisations meet
More informationRequest under the Freedom of Information Act 2000 (FOIA)
Our Ref: 006683/12 Freedom of Information Section Nottinghamshire Police HQ Sherwood Lodge, Arnold Nottingham NG5 8PP 11 December 2012 Tel: 101 Ext 800 2507 Fax: 0115 967 2896 Request under the Freedom
More informationSTAFFORDSHIRE COUNTY COUNCIL ROAD CASUALTY REVIEW
223/9/213 STAFFORDSHIRE COUNTY COUNCIL ROAD CASUALTY REVIEW 212 STAFFORDSHIRE COUNTY COUNCIL ROAD CASUALTY REVIEW 212 Contents 1. Accident and Casualty Statistics 2. Introduction 3. Long Term Progress/Casualty
More information1. Introduction to CSR s 2. City of Vancouver Services Review 3. Squamish Service Squamish Initiative 4.Squamish Core Service Reviews 5.
1. Introduction to CSR s 2. City of Vancouver Services Review 3. Squamish Service Squamish Initiative 4.Squamish Core Service Reviews 5. Prince George Core Service Reviews 6.Port Moody in progress 7. The
More informationCABINET. 12 January 2006 PROCUREMENT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPUTER SOFTWARE. Report of the Assistant Chief Executive (CH)
CABINET 12 January 2006 PROCUREMENT OF CUSTOMER RELATIONSHIP MANAGEMENT COMPUTER SOFTWARE Report of the Assistant Chief Executive (CH) RECOMMENDATION That Cabinet 1 confirm the approach to implementing
More informationStart 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 informationDrill Down Deep Into Your Spend
Drill Down Deep Into Your Spend Verian s Spend Intelligence module features exclusive multi-layer data extraction that gives you a deeper level of visibility on a wide variety of reports, spend metrics
More informationNew FCC Regulations for Prepaid Card Providers
New FCC Regulations for Prepaid Card Providers NACT Telecommunications 1 Disclaimer This presentation has been made available by NACT Telecommunications to the general public for the purpose of alerting
More informationStudent Facing Customer Service Contact
Student Loans Company Student Facing Customer Service Contact Presenter: Rebecca Dowding, Jamie Law & Sharon Parkin Department: Customer Services Date: 25 27 March 2015 www.slc.co.uk Customer Services
More informationOPERATING FUND. PRELIMINARY & UNAUDITED FINANCIAL HIGHLIGHTS September 30, 2015 RENDELL L. JONES CHIEF FINANCIAL OFFICER
PRELIMINARY & UNAUDITED FINANCIAL HIGHLIGHTS September 30, 2015 RENDELL L. JONES CHIEF FINANCIAL OFFICER MANAGEMENT OVERVIEW September 30, 2015 Balance Sheet Cash and cash equivalents had a month-end balance
More informationCity Focus: Glasgow, Q3 2011
City Focus: Glasgow, Q3 2011 Part of The Serviced Office Review Series officebroker.com City Focus - Central Glasgow Q3 2011 City Focus reports - part of The Serviced Office Review series produced exclusively
More informationCAFIS 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 informationUpdate on the ICO and Ofcom Joint Action Plan for tackling nuisance calls and messages
Update on the ICO and Ofcom Joint Action Plan for tackling nuisance calls and messages In July 2013, the Information Commissioner s Office (ICO) and the Office of Communications (Ofcom) published a joint
More informationOur 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 informationDetailed 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 informationGeorgian Bay General Hospital Strategic Energy Management Plan 2014
Georgian Bay General Hospital Strategic Energy Management Plan 2014 TABLE OF CONTENTS TABLE OF CONTENTS... 2 INTRODUCTION... 3 ENERGY MANAGEMENT VISION... 4 GUIDING PRINCIPLES FOR STRATEGIC ENERGY MANAGEMENT...
More informationGAUTENG DEPARTMENT OF HEALTH
GAUTENG DEPARTMENT OF HEALTH CPSI HEALTH-SPECIFIC INNOVATIVE SOLUTIONS WORKSHOP 24 NOVEMBER 2015 DR. M.R. BILLA CEO: HELEN JOSEPH HOSPITAL Introduction OBJECTIVE: - Provide an overview on the TeleRadiology
More informationBusiness 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 informationGloucestershire Health and Care Scrutiny Committee
Gloucestershire Health and Care Scrutiny Committee Report Title Purpose of Report Is this for information or decision? Author Organisation Gloucestershire Clinical Commissioning Group update on Non- Emergency
More informationProject 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 informationBETTER INFORMATION LEADS TO BETTER PRIVATE HEALTH INSURANCE DECISIONS
MEDIA RELEASE 24 November 2010 BETTER INFORMATION LEADS TO BETTER PRIVATE HEALTH INSURANCE DECISIONS Australia s leading independent source of information about private health insurance Privatehealth.gov.au,
More informationApplying ICT and IoT to Multifamily Buildings. U.S. Department of Energy Buildings Interoperability Vision Meeting March 12, 2015 Jeff Hendler, ETS
Applying ICT and IoT to Multifamily Buildings U.S. Department of Energy Buildings Interoperability Vision Meeting March 12, 2015 Jeff Hendler, ETS ETS is an Energy Technology, Behavior Management, and
More informationITD Help Desk Traffic Report May 2002
ITD Help Desk Traffic Report May 2002 Call volumes and resolution times within the CONSULT Remedy workgroup June 10, 2002 Christopher King Help Desk Manager NC State University chris_king@ncsu.edu Information
More informationPrincipal Consultant: Sonya Weiser B.Sc. MBA GAICD
: As the of Weiser Solutions, Sonya Weiser provides business consultancy services that draw on Sonya s extensive Information Technology (IT) industry experience and formal knowledge of corporate governance
More informationAccident & 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 informationFinancial 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 informationVICTORIAN CARDIAC OUTCOMES REGISTRY. Data Management Policy
VICTORIAN CARDIAC OUTCOMES REGISTRY Data Management Policy Version 1.0 26 February 2014 Table of Contents 1. Document Version Control... 1 1. Preface... 2 2. Project Information... 2 2.1 Purpose of VCOR...
More informationOLDER 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 informationNHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK
09/26 NHS BLOOD AND TRANSPLANT MARCH 2009 RESPONDING EFFECTIVELY TO BLOOD DONOR FEEDBACK EXECUTIVE SUMMARY From April 2009 an NHS wide common approach to complaint handling comes in to effect. This provides
More informationArchitectural Services Data Summary March 2011
Firms Typically Small in Size According to the latest U.S. Census Survey of Business Owners, majority of the firms under the description Architectural Services are less than 500 in staff size (99.78%).
More informationWalton Centre. Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt. Monitoring & Audit
Page 1 Walton Centre Monitoring & Audit Document History Date Version Author Changes 01/10/2004 1.0 A Cobain L Wyatt Page 2 Table of Contents Section Contents 1 Introduction 2 Responsibilities Within This
More informationService 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 informationOPERATIONS 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 informationUsing Data Mining for Mobile Communication Clustering and Characterization
Using Data Mining for Mobile Communication Clustering and Characterization A. Bascacov *, C. Cernazanu ** and M. Marcu ** * Lasting Software, Timisoara, Romania ** Politehnica University of Timisoara/Computer
More informationNatural Gas Wholesale Prices at PG&E Citygate as of November 7, 2006
QUARTERLY GAS ISSUES UPDATE December 26 I. Supply Issues Wholesale Natural Gas Prices Above normal temperatures and a lack of hurricane activity caused market prices to decrease in October. By November,
More informationHyatt MDM Case Study: Increasing Revenue with Better Customer Insight. Chris Brogan VP Business Strategy Analytics Hyatt Hotel Corporation
Hyatt MDM Case Study: Increasing Revenue with Better Customer Insight Chris Brogan VP Business Strategy Analytics Hyatt Hotel Corporation About Hyatt Global Hospitality organization Several brands - Hyatt
More informationStephen Doune HRIS Project Manager Plan International
Stephen Doune HRIS Project Manager Plan International Content 1. About Plan International 2. The Challenge 3. The Vision 4. About Assima 5. The Projects 6. The Timeline 7. Partner Selection 8. Key 1st
More informationAUDIT COMMITTEE REPORT
Report Title AUDIT COMMITTEE REPORT Corporate debt Progress and Age debt analysis AGENDA STATUS: PUBLIC Audit Committee Meeting date: Policy Document: Directorate: Accountable Cabinet Member: 9 th January
More informationISO 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 informationDepartures to the south from Runways 16L and 16R.
Mode 5 Method of operation Departures to the south from Runways 16L and 16R. Arrivals from the east on Runway 25. Arrivals from the north for those aircraft requiring to use the long runway. This runway
More informationREGIONAL DISTRICT OF NORTH OKANAGAN REQUEST FOR QUOTATION NO. 2015-E375.601
REGIONAL DISTRICT OF NORTH OKANAGAN REQUEST FOR QUOTATION NO. 015-E375.601 Cake Haul Services: Duteau Creek Water Treatment Plant Issued: September, 015 Closes: October 16, 015 Request for Quotation No.
More informationManaging 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 informationReacting to the Challenges: Business Strategies for Future Success. Todd S. Adams, Chief Executive Officer Adams Bank & Trust Ogallala, Nebraska
Reacting to the Challenges: Business Strategies for Future Success Todd S. Adams, Chief Executive Officer Adams Bank & Trust Ogallala, Nebraska Adams Bank & Trust Family Owned for 95 Years $525 Million
More informationManaging ICT contracts in central government. An update
Managing ICT contracts in central government An update Prepared by Audit Scotland June 2015 Auditor General for Scotland The Auditor General s role is to: appoint auditors to Scotland s central government
More informationSage Accpac CRM Solutions Engineer IT Symposium. Build It & They Will Come. Keith Fenner Director Strategic Sales Softline Accpac Sage Group Plc
Sage Accpac CRM Solutions Engineer IT Symposium Build It & They Will Come Keith Fenner Director Strategic Sales Softline Accpac Sage Group Plc Does this sound familiar? Dialling a Call Centre 1. Hold and
More informationAn 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 informationREPORT OF: DIRECTOR OF DEMOCRATIC AND LEGAL SERVICES 13/358 WARDS AFFECTED: ALL
REPORT TO CABINET TO BE HELD ON 15 OCTOBER 2013 A ITEM Key Decision YES or NO Forward Plan Ref No Corporate Priority All Cabinet Portfolio Holder Cllr Jane Kenyon REPORT OF: DIRECTOR OF DEMOCRATIC AND
More informationAurora Updates Aurora Dividend Income Trust (Managed Fund) vs. Listed Investment Companies
Aurora Updates Aurora Dividend Income Trust (Managed Fund) vs. Listed Investment Companies Executive Summary 21 January 2014 The Aurora Dividend Income Trust (Managed Fund) is an efficient and low risk
More information3rd Edition August 2012. The Guru s Guide for. Desk Support. Law firm specific metrics & key performance indicators
3rd Edition August 212 The Guru s Guide for Legal Service Desk Support Law firm specific metrics & key performance indicators WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More informationLeveraging Technology For ICD-10 Program Management Using MS SharePoint 2010. Poster Presentation by Maithili Vadula
Leveraging Technology For ICD-10 Program Management Using MS SharePoint 2010 Poster Presentation by Maithili Vadula ICD-10 Project using SharePoint: Project Background: New structure for coding diagnosis
More informationONE CALL CENTER REPORT
ITIC Mobile HTML Version of Excavators Ticket HTML format for proper display on any device Allows for different fonts, colors and embedded links Printed copies use greyscale TicketLINK Enhanced for ETM
More informationDeep Security/Intrusion Defense Firewall - IDS/IPS Coverage Statistics and Comparison
Deep Security/Intrusion Defense Firewall - IDS/IPS Trend Micro, Incorporated A technical brief summarizing vulnerability coverage provided by Deep Security and Intrusion Defense Firewall. The document
More informationFive Year Strategic Plan 2012-2016 1
Five Year Strategic Plan 2012-2016 1 FINANCIAL PERFORMANCE PILLAR Objective 1: Achieve loan default rate of 3% against total loan portfolio by August 2012 and sustain annually thereafter STRATEGIES ACTIVITIES
More informationCoordination and air quality monitoring during emergencies. Colin Powlesland Environment Agency
Coordination and air quality monitoring during emergencies Colin Powlesland Environment Agency Contents h Introduction h What do we want to achieve? h Implementation programme h Incident timeline h Proposed
More informationLEGAL SERVICE DESK SUPPORT
3rd Edition August 212 THE GURU S GUIDE FOR LEGAL SERVICE DESK SUPPORT LAW FIRM SPECIFIC METRICS & KEY PERFORMANCE INDICATORS WELCOME TO THE GURU S GUIDE, 3 RD EDITION I have been involved with the law
More informationManaging Open Source Code Best Practices
Managing Open Source Code Best Practices September 24, 2008 Agenda Welcome and Introduction Eran Strod Open Source Best Practices Hal Hearst Questions & Answers Next Steps About Black Duck Software Accelerate
More informationRussell Rhoads, CFA Instructor The Options Institute. 2010 Chicago Board Options Exchange, Incorporated. All rights reserved.
Trading VIX Futures and Options Russell Rhoads, CFA Instructor The Options Institute 2010 Chicago Board Options Exchange, Incorporated. All rights reserved. CBOE Disclaimer Options and futures involve
More informationImportant Dates Calendar 2014-2015 FALL
Important Dates Calendar 204-205 FALL Rev. 6-8-4 st 8 H st 0 2nd 0 st 5 2nd 5 3rd 5 LSC Advanced Registration Begins May 27 May 27 May 27 May 27 May 27 May 27 May 27 May 27 May 27 Returning Students Advanced
More informationIllinois Job Index. Jan 2012 Negative. Talking Points. Illinois Notes. Nation Notes. www.real.illinois.edu
Illinois Job Index Release Data Issue 01/31/2011 Jan 1990 / Dec 2011 2012.01 www.real.illinois.edu For November Illinois Job Index, the state and the Nation had positive job growth, the RMW had negative
More informationSTRATEGIC BUSINESS PLAN QUARTERLY KPI REPORT FOR: FISCAL YEAR 2015, QUARTER 2 (JULY THROUGH DECEMBER 2014)
STRATEGIC BUSINESS PLAN QUARTERLY KPI REPORT FOR: FISCAL YEAR 215, QUARTER 2 (JULY THROUGH DECEMBER ) CONTENTS BALANCED SCORECARD OF KEY PERFORMANCE INDICATORS SAFETY & SECURITY SLIDE VEHICLE, PASSENGER
More informationOffice of the. Ombudsman. 2011 Annual Report. Message from the Ombudsman. Listening to you. Customer escalation process. Contact us.
Office of the Ombudsman 2011 Annual Report Message from the Ombudsman Listening to you Customer escalation process Contact us Helping you Message from the Ombudsman It is with pride that I assumed the
More information24x7 Help Desk Services Questions & Answers for RFP 40016_21030705
24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 1. What % of the call volume that was listed in the RFP was related to LMS (BB and Moodle) support? See Table 5 2. What is the number
More informationDen bredeste Service Desk Service Desk konference SOS Forum
Den bredeste Service Desk Service Desk konference SOS Forum Senior Director Morten Østergaard Director Gitte Ryholl Director Lene Dueholm 1 Agenda Intro How Current Status 2 LEGO Service Center: Direction
More information