Customer Contact Monitor Annual Report 2013/14 & Quarter /15

Transcription

1 Customer Contact Monitor Annual Report 20 & Quarter /15 This monitor presents key indicators of the Council s customer contact, including telephone, visitors to Council facilities, and the Council s use of electronic media. Key Customer Service Events in 20 Ongoing implementation of welfare reforms Development of The Laura Trott Leisure Centre Key Customer Service Events in Quarter /15 The Women s Tour 10 May Borough Election 22 May Individual Elector Registration begins 10 June Overall incoming contact with the Council by channel Contact channel ranked by volume of contacts 10/11 total 11/12 total total Housing register moves online Disruption caused by St Jude s Day storm Revised Bishops College opening hours 1 June Door stepping campaign to raise awareness of recycling issues commences 19 June New Council website launched 26 June Q2 Q3 TOTAL % change Switchboard 161, , ,242 35,025 36,182 33,266 36, ,317-1% 35,726 OSS enquiries 71,190 58,355 52,126 12,882 11,931 12,655 15,195 52,663 +1% 16,898 Helpline and hotline 74,831 66,904 62,071 15,714 14,948 13,630 16,523 60,815-2% 17,795 Helpline General Queries 35,976 26,626 16,938 1, ,651-84% 443 Visitors to Reception 28,994 20,005 24,338 6,193 7,146 7,918 7,732 28, % 4,329 Helpline Service Requests 15,752 12,774 12,603 2,985 3,617 2,554 3,070 12,226-3% 3,716 s to Helpline 6,328 6,028 4,869 1,267 1,408 1,112 1,286 5,073 +4% 1,251 Report It via website % 263 Total Contacts 343, , ,623 71,291 71,845 68,768 77, ,696 +1% 76,262 Note: the total contacts figure does not include service requests or general enquiries as these will generally arise from either to the helpline / hotlines or the website Report It tool. 14/15 The majority of customer contact takes place via the telephone. However, one stop shop and reception enquiries make up a significant proportion of customer contact. Customer contact slightly increased in 20 following annual decreases since 2010/11. This appears to be due to an increase in visitors to Bishops College reception. Although telephone contact has declined in recent years, usage of the Council s website has significantly increased. Website statistics are detailed on pages four and five of this document. Incoming telephone to Bishops College The majority of telephone to the Council come via the switchboard (785555) and the helpline (785577). The chart to the left monitors traffic (total incoming ) at both the switchboard and helpline since 2010/11. Telephone contact has remained stable over the last year, only experiencing a small decrease in traffic compared to previous years. Customer Contact Monitor 20 Annual Report 1 July 2014

2 Telephone response performance by customer service assistants at Bishops College The table to the right sets out key performance data for handled by both the switchboard and the helpline. Period Total handled Lost (%) Answer within 10 seconds (%) Average ring time (seconds) The Council s corporate target is to 2014/15 19, respond to all in 10 seconds or 20 80, less. The number of handled has , significantly decreased following the introduction of the auto-attendant in 20. Incoming Telephone and performance at other Council s facilities The Laura Trott Leisure Centre (LTLC) Quarterly Performance Telephone answering performance at LTLC has historically been slower than at other major Council facilities. Recent editions of this monitor have tracked answering performance at the leisure centre. Laura Trott Leisure Centre Workgroup Total Lost (%) Answer within 10 seconds (%) Average ring time (seconds) Q2 Q3 Q2 Q3 Q2 Q3 Q2 Q3 Reception* 10,282 11,874 8,681 10,807 9, Booking Enquiry 9,432 6,164 4,565 5,917 6, Membership Sales 2,157 1,444 1,533 3,022 3, *figures detail to reception and helpline from 2 December Telephone answering performance at the leisure centre declined in the first two quarters of the year. To help to improve telephone answering performance, since December 2013 to LTLC reception have been diverted to both the Leisure Centre and the Council s helpline. The helpline can book customers on fitness classes and answer general enquiries. Customers with detailed questions are referred back to LTLC reception. Approximately 23% of callers require specialist assistance from LTLC reception. The graphs to the left indicate that telephone answering performance has improved over the last year. Average ring time at reception has reduced from around three minutes to around 40 seconds, and the percentage of answered within 10 seconds has also improved. The Council will seek to further improve customer experience at its leisure centres by implementing an online leisure bookings system in 2014/15. Customer Contact Monitor 20 Annual Report 2 July 2014

3 Telephone performance at other facilities Council Facility Workgroup Average ring time Answer within 10 Total (seconds) seconds (%) 14/15 14/15 14/15 John Warner Sports Centre Reception 69,095 25, Environmental Services Depot 17,704 4, Benefits Hotline 37,855 9, Cheshunt Park Reception 12,206 3, Civic Hall Box Office 11,780 2, Telephone performance at other Council facilities is generally good. In 2014/15, ring time at the Benefits Hotline was particularly long. A monthly breakdown of to the Hotline is set out to the right. Answering performance seems to have decreased in recent months, with callers waiting in a queue for an officer to take their call. The Group Manager has been made aware of this and is investigating how the service can be improved. Auto Attendant Performance Period Total Lost (%) Answer within 10 seconds (%) Average ring time (seconds) April , May , June , July , August , September , October , November , December , January , February , March , April , May , June , Since 20 the Council has operated an auto-attendant facility. Calls to the switchboard and helpline are automatically answered and callers are greeted by a recorded message asking them to select an option to direct their call or to enter an extension number if known. The graph to the left details how many callers selected each of the four main options each quarter. The volume of callers selecting each option does not significantly vary from quarter to quarter. For 2014/15, callers requiring operator assistance were most frequently directed to the Council s Housing Needs service (1,628 ). This had been the service requiring the most operator assistance since the auto-attendant was introduced. As a result, the Council decided to add a Housing option to the auto-attendant in May Customer Contact Monitor 20 Annual Report 3 July 2014

4 Top customer queries by type Query topic General enquiries Total Requests 2014/15 Change from 20 Street Information (refuse/grounds maintenance dates) 225-2% Council Tax (payment) % Service requests Fly Tipping % Missed collection garden waste % Missed collection domestic refuse % Tree query % Pest control 190 *NEW* One Stop Shop enquiries Recycling 3, % Housing Benefit 2, % Council Tax 2, % HCC Referral 1,108-41% Other 1, % The table to the left details the most popular queries received by the Council s helpline for 2014/15. General enquiries are where a customer requests information only, service requests are where work or further information is required. For the 20 year, the most frequent service request was to report fly tipping and the most frequent enquiry was for street information. Following the introduction of the autoattendant and benefits hotline in recent years, the helpline now handles fewer general enquiries than in previous years, however, this has allowed helpline staff to answer directed to the Council s main switchboard and the Laura Trott Leisure Centre. Helpline enquiries Q3 11/12 11/12 * Q2 Q3 ** Q2 Q3 14/15 General enquiries 5,641 5,889 5,175 2,920 2,957 2,497 1, Service requests 3,071 3,250 3,207 3,420 2,773 3,143 2,984 3,612 2,554 3,070 3,716 * Benefits Hotline introduced 2011/12 ** auto-attendant introduced 20 Contact via the Council s website 20 TOTAL 2014/15 Top Ten Pages Page views Top Ten Pages Page views Homepage 140,285 Homepage 55,529 Pool and class timetables 82,121 Pool and class timetables 25,741 What s On 59,044 What s On 13,450 Grundy Park Leisure Centre 52,277 The Laura Trott Leisure Centre 11,744 Environment and Planning 44,705 Environment and Planning 10,973 Swimming 36,498 Swimming 10,770 Contact us 33,040 John Warner Sports Centre 9,618 Leisure and Culture 30,723 Leisure and Culture 8,306 Broxbourne Civic Hall 29,139 Contact us 7,992 Housing 27,222 Fit and Well Exercise Classes 7,138 A breakdown of the most frequently visited pages on the Council s website is set out above. The pool and class timetables and What s On pages are particularly popular. The Council has taken this into consideration when designing its new website, and both pages have prominent hyperlinks on the homepage of the new website. The website received 812,335 visitors in 20 compared to 608,213 in the previous year. This represents an increase of 34%. A graph indicating quarterly visits to the website is set out overleaf. The website received 236,816 visits in 2014/15, a slightly decrease from the 238,057 visits received in the previous quarter. This is the first quarterly decrease in visits following five quarters of sustained increases. Customer Contact Monitor 20 Annual Report 4 July 2014

5 Hertfordshire Police and Crime Panel website A Police and Crime Panel (PCP) website has been developed by this Council which features details of meetings, information relating to public participation and an explanation of the roles and responsibilities of the Panel. The website has experienced a decrease in visitors over the last year. Visits to the website tend to increase shortly before each meeting of the Panel. Residents addresses held by the Council Visitor data - Period Visits Unique Page No. of PCP views meetings July Sept ,213 1 Oct Dec , ,821 2 Jan March ,983 1,380 5, TOTAL 3,444 2,468 10,636 6 April June ,427 1 July Sept ,150 2 (same day) Oct Dec ,645 1 Jan March , TOTAL 3,059 1,913 9,753 6 April June ,056 2 The Council sends a regular bulletin E-News to residents to raise awareness of upcoming events and projects. There are currently 6,337 unique addresses held on the E-News database; an increase of 451 since the end of 20. The Council s corporate Twitter account has been active since October At the time of writing, the Council has 1,340 followers and has tweeted 1,222 times. An analysis of the number of tweets sent by quarter is set out to the left. The Council also has twitter feeds for Broxbourne Civic Hall (@BroxCivicHall) and account for young people. At the time of writing, the Civic Hall account has tweeted 350 times and has 185 followers, and the youth account has tweeted 309 times and has 125 followers. Customer Contact Monitor 20 Annual Report 5 July 2014

6 Looking forward: ongoing developments in the Council s customer service Website replacement project The Council s new website launched on 26 June The website has an innovative design and is structured with users in mind, with popular information displayed in prominent locations. The website features an interactive events calendar which displays all Council events; this allows users to book event tickets and add meeting dates to electronic calendars. Greater emphasis is given to communicating with the Council via the website; residents may now inform the Council about a range of local issues via a single report it form, and electronic benefit application forms are easily accessible. Other new features include a consultation database and specific information for local businesses. The new website will continue to develop over the next year. The Council s ICT section is currently investigating greater usage of maps, integration of electronic forms and council systems, and improved support for media files (video playback, for example). Officers are also investigating if the report it tool can be extended to cover other service areas. Conclusion Following two years of significant decreases, customer contact slightly increased in 20. Telephone contact remained stable over the year, with the slight increase in overall contact attributable to increased footfall at the Borough Offices. Telephone answering performance at The Laura Trott Leisure Centre has improved over the last year as a result of a new answering partnership with the Helpline. Visits to the Council s website increased by 34% in 20, representing over 200,000 additional visitors compared to the previous year. A new Council website was launched in 2014/15, and the performance of this website in comparison to the previous will be monitored throughout the next year. Customer Contact Monitor 20 Annual Report 6 July 2014