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

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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 joy.kirby@medway.gov.uk

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