Business Support Services at The Matchworks www. enterprise.plc.uk
Contents Introduction Introduction 3 Services 4 Case Study MoD Housing 6 How We Do It 8 Case Study Travelodge 10 Technology 12 Service Assurance 14 Enterprise is a leading UK support services company. We install, build and maintain key assets and the infrastructure for Utility companies and Central and Local Government. Our partnerships with customers are successful because of: Scope: We have over 10,000 employees working from 170 locations across the UK and Ireland. Experience: 40 years experience in our markets has enabled us to develop strong, long term relationships. Flexibility: We can bundle together services and evolve contracts in line with customers changing requirements. End to end service: We offer a complete service provision process, managed by our in-house WorkManager systems. Bespoke technology: Our systems are flexible and auditable and have been designed to maximise efficiency and reduce cost. Business support services: We have developed business support services at our contact centre that respond to each customer s needs. We manage the company based on the key principles of Health and Safety, Performance Improvement, Best Value, Information Systems, Partnership and People and Corporate Responsibility. Our operational activities are supported and managed by a dedicated business support centre, The Matchworks, based in the North West of England that runs our unique operating system, WorkManager. The teams at The Matchworks support centre are highly experienced in all aspects of operational management and customer care, from receiving and resolving emergency calls through to organising planned maintenance activities. The facilities at The Matchworks are available to all customers. Its services can by used individually or as part of a bundled package with our maintenance and repair activities. www.enterprise.plc.uk maintaining the infrastructure of the UK
Services The business support centre at The Matchworks has the capability to provide a range of managed services to our customers. Services can be stand alone or can complement existing activities that Enterprise undertakes. We offer complete transparency with regular performance reviews against mutually agreed targets. Issue receipt and management For customers that require a service to receive and manage calls from their consumers or operational teams we offer dedicated, fully trained call handlers. We have multimedia systems that allow customers to contact us via telephone, fax, e-mail, web enquiry or electronic data transfer. These systems prioritise workload and produce reports to measure success rates against agreed service levels. Our facilities allow customers to have a tailored, transparent service with measurable performance. The services can be branded with bespoke solutions and scripts provided for each number. We ensure that data protection requirements are satisfied. This can include social housing repairs, property maintenance and street scene activities, maintenance and improvement services for highways and Utility companies and enquiries relating to public sector services, such as registrar or library information. The team uses interactive, state-of-the-art issue receipt management technology that includes live performance displays, automated call distribution and voice recognition. We work with our customers to design workflows that diagnose, prioritise and resolve issues in the most efficient manner. Financial processing Financial processing allows a faster, more efficient service for our customers. Agents capture the details of the payment by cheque, credit or debit card. We are able to dispatch an engineer immediately, which reduces potential delays in repairs. Work instruction receipt To ensure that customers and supply chain have a flexible, multi channel way of submitting a work order instruction we provide an E-business service in addition to a telephone system. This includes email, fax and self entry on a web portal. The system allows increased accessibility and ease for customers, with no need to speak to an advisor. The instructions are prioritised in the same way as telephone calls once the details have been input electronically through the WorkManager system. Outbound campaigns We offer comprehensive, fast and legally compliant services to undertake large volume outbound calling campaigns, often used for customer surveys and market research. Power dialling software allows the agents to dial automatically the intended recipient. The software is compliant with the Telephone Preference Service and no silent calls are made. The team is also able to carry out subsequent analysis of results through quantitative methods. Asset management As part of our managed service we can use our Asset Management software to build up information on customers assets. This data can help with capital investment decisions, warranty and service agreements and spending patterns. Disaster recovery We have the facilities to offer comprehensive disaster recovery services throughout the North West, giving customers complete peace of mind. We partner with leading disaster recovery specialists ICM Computer Group. 4 www.enterprise.plc.uk maintaining the infrastructure of the UK
Case Study MoDern Housing Solutions (MHS) is a purpose-built joint venture company, created by EnterpriseCarillion. It was constructed specifically to deliver the Housing Prime Contract (HPC), maintaining service families accommodation in England and Wales. The Enterprise contribution to the joint venture comprises its business support centre management experience and the delivery of all aspects of property maintenance including building fabric, services, grounds maintenance and the provision of all furnishings. The MoD requires a highly secure, efficient, proven system for taking calls and then providing teams to deliver the practical response. The nature of the contract means that the centre has to have the highest level of security accreditation. The Matchworks was chosen as the perfect location to site the support centre and a staggered mobilisation began in January 2006. Reactive maintenance calls are initiated by a resident reporting a fault to the helpdesk. The agent will carry out a diagnosis which will result in a logged order or advice. This decision is reached through intelligent questioning using the diagnostic decision tree (DDT) in WorkManager. The agent will establish the nature of the fault and prioritise the work, make appointments and provide a call reference number to each caller. Residents are offered a range of appointments for a response repair. We take into consideration the balance of the individual s needs and the flexibility of the operational teams. The MoD has a duty of care to ensure the properties are maintained and meet legal landlord safety requirements, e.g. annual boiler services or gas safety checks. A programme of pre-planned maintenance activities for each property and communal area is held on the WorkManager asset database. The contract is a great success. Some of the highlights include: The initial recruitment strategy was awarded the Best Practice in Recruitment Award (North West Contact Centre Project Awards 2006). The contract was mobilised from a standing start to circa 2,700 calls per day in 12 weeks. Service levels are consistently above KPI requirements. The percentage of calls answered remains above 99%. We have won National Call Centre Awards. There has been much praise from the MoD of Enterprise s management process. This Housing Prime Contract shows successfully the flexibility, capability and high quality of the service offered by the Enterprise business support centre. 6 www.enterprise.plc.uk maintaining the infrastructure of the UK 7
How We Do It All our processes are designed in partnership with our customers, creating a bespoke system that matches their requirements. 1. Diagnostics and validation Diagnostic Decision Trees (DDTs) are created in conjunction with the customer. A DDT is a series of questions that a caller is led through to end in receiving advice or a repair order being created. DDTs allow calls to be processed quickly, consistently and handled with a right first time ethos. The transparency of the system enables customers to advise on suitable routes and amends. 2. Appointment setting We manage appointment setting for non-emergency issues. We look at the resource pool available and set a convenient appointment time with the customer for the repair. Time is given for the engineer to be briefed fully on the work before arrival, helping to ensure first time fixes. 3. Resource management contact centre Resources within the supply chain are managed in accordance with skills, qualifications, location and defined priorities. Details are updated constantly to ensure that planning is accurate and forecasting is possible. Resources are mobilised according to priority: Emergency orders are done through a telephony system, while routine and non-urgent activities are put into a work queue that operatives can access from their hand held device. We work with customers to set targets for response where necessary. Managing workload Live job updates are put into the system by the operatives on site, which are visible to the customer and our response centre. This ensures maximum efficiency when re-deploying resources. Work can be scheduled by an individual job or in batches for large scale work across multiple assets. 4. Jeopardy management Regular status updates on the progress of the activity are received by the team. These are set against limits pre-defined with the customer to ensure that potential issues are noticed early and responded to promptly. 5. Completion The recording of work completion can be carried out in real-time. We ensure that customers are always aware of the completion of a job, enabling them to concentrate on other priorities. 6. Audits Our work flow management system allows us to plan a retrospective audit or inspection at any time. www.enterprise.plc.uk maintaining the infrastructure of the UK 9
Case Study Enterprise has worked in partnership with Travelodge for over 10 years, providing building maintenance services. When Travelodge learnt of our business support centre capability and experience it requested that we bid for a joint contract. It was to run the help desk services alongside the maintenance work, coordinating and managing both elements simultaneously. Following a successful tender we now undertake the full contract for Travelodge. Our WorkManager system logs all planned maintenance in line with Travelodge s requirements. Reactive maintenance calls are taken by telephone, fax and emails and follow Diagnostic Decision Trees to result in advice, self-help or a repair order. They are all designed specifically for this contract. The helpdesk agent confirms if the order causes single or multiple rooms to become off-line. When requested, the helpdesk has access to a record of rooms off-line using the Travelodge reservation system. If a room is off-line an email notification is sent to specified contacts in Travelodge within 30 minutes. All jobs logged are allocated a unique order number from which the customer may request updates. The helpdesk then schedules the order to the relevant contractor, based on the work required and the region. Once the job has been completed the contractor reports the completion to the helpdesk in order for the issue to be closed. The system allows Travelodge Hotel Managers, District Managers and Facilities Managers to view the status of their repairs online. Actual order values are added to the system within 24 hours. This enables the Travelodge facilities and accounts teams to manage closely the level of spend. The helpdesk advisors reconcile contractors invoices against work completed and authorise contract applications for payment. Part orders and large quotes are received via the helpdesk by email. Once logged, they are passed through a delegation of authority to be authorised. The Facilities Managers view orders and authorise spend electronically by logging on to the web portal. The helpdesk went live with a fully skilled and trained team, one day ahead of schedule. The abandon rate of calls is not to exceed 5% and has been met every month since contract commencement. Despite having a 15% increase in the projected volumes, the agreed service levels have been exceeded every month. Enterprise has implemented a bespoke web portal, which allows over 500 users to access real-time operational data. This allows visibility of all jobs logged and completed and reduces follow-up calls. Following a successful implementation of the Helpdesk, Enterprise and Travelodge continue to work together integrating further services to the existing relationship, such as facilities surveyors, proactive maintenance and environmental initiatives. 10 www.enterprise.plc.uk maintaining the infrastructure of the UK 11
Technology The technology we use is a key element to our flexible, highly responsive service. WorkManager Our bespoke system, WorkManager, has software applications designed expressly for our business support centre environment. It manages insurance claims and call activity, it checks manual entry data and carries out system maintenance. The main benefit of using an in-house designed system is its complete suitability to deliver effective, cost efficient IT support that can be managed and serviced by our team. Cisco IP telephony We use an IP based system from world leaders Cisco. It has the full range of features from in-queue messaging and automated call back requests to multimedia queuing and skills routing. This system allows us to deliver effective, efficient, flexible customer contact and management. Witness recording software All calls are recorded using Witness software, set by rules we define with our customers. The recording is completely flexible and gives an auditable record of activities. Cisco reporting system This is a detailed call reporting system that allows the management of volumes, service levels, agent activity and abandonment rates. It produces real time statistics that are shown on large plasma screens around the office. The visibility of data drives quality and efficiency. Detailed reports and feedback can be produced for our customers at any time. IEX Total View The IEX workforce management tool allows the most efficient use of resources and informs planning for future workload and recruitment strategies. Customer Relationship Management (CRM) software Developed in-house to complement our current operational systems, the CRM software enables us to build individual accounts for each of our customers. This means a quicker, highly relevant response for each customer on every contact. We maximise resources to achieve better value for money and effectiveness for customers. 12 www.enterprise.plc.uk maintaining the infrastructure of the UK 13
Service Assurance The ability to provide an assurance of quality to our customers is a critical aspect of our approach. We have a number of systems that monitor and manage the quality of our services. 2008 sees Enterprise join the Institute of Customer Service as corporate members, highlighting our dedication to excel in customer service provision. Surveys A number of surveys are carried out frequently to monitor customer satisfaction. These include postal surveys and outbound telephone surveys. The results are used to target tangible improvements in the service. This continuous improvement increases productivity, commitment and confidence amongst the team as they can assure customers of the best service. Performance management framework An accuracy matrix forms the basis of our performance management framework. Verification audits of work completion and random audits are carried out regularly against this matrix. The results are recorded on the system and acted on as appropriate. Workshops Regional workshops and forums are another method by which we assess customer satisfaction. We involve the customer, the supply chain and site teams at these events to ensure feedback on the whole process. Complaints Complaints are dealt with in a personal manner, fitting with the nature of the issue. Dedicated teams handle complaints with a robust escalation process in place. We manage complaints to FSA regulation standards. Service Level Agreements Service Level Agreements are tailored for every customer. These identify key targets necessary for the delivery of our service. They give the customer and our teams benchmarks for success and shape reporting templates. Training Well trained employees are the key to our business and so we provide structured training and development programmes. The modules are tailored to the needs of the business and the individual, ensuring that service quality remains high at all times. 14 www.enterprise.plc.uk maintaining the infrastructure of the UK 15
To understand more about Enterprise and the services we provide, visit our website on www.enterprise.plc.uk Enterprise Lancaster House Centurion Way Leyland PR26 6TX For more information on The Matchworks and the business support facilities, visit www.enterprise.plc.uk/ contactcentre or call 0800 521660 Enterprise The Matchworks 124 Speke Road Speke Liverpool L19 2PH