Overview & Scrutiny Committee

Portfolio Holder Update

Customer Access Councillor Simon Tobin

19th March 2009

Customer Access

Customer Services Communications Information & Communications

Technology

Customer Services

Accommodation project Staff restructure Call centre system Tools to assist Review payments & local office

services

Accommodation Project

Staff Restructure

Customer Services

Front Line Administration

Call Centre & Other Tools

% Calls Answered within 20 seconds (2008)

0

20

40

60

80

100

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Communications

Local Government Review Re-launch web site Environment awareness campaigns Landmark project communications In Touch & Insight

Local Government Review

Updated web site – the old

Updated web site – the new

Communications - other

Environment awareness campaigns

Landmark project communications In Touch & Insight

Communications - other

Article from April 2009 In Touch

I.C.T.

Government Connect Accommodation improvements VOIP (Voice over IP System) Operating system upgrades PCI DSS (Payment Card Industry Data

Security Standards)

Customer Access

Any questions?