PowerPoint Presentation
Contact Handling Shared ServiceIn-hours & Out-of-HoursCustomer service transformation. Savings-show-us-the-moneyNeil Darroch Client DirectorGeneral Dynamics Information Technology Mina Mistry Support and Service Development Officer Haringey Council Michelle BernardCustomer Services Project & Contract Manager Ealing Council
Michelle BernardEaling Council Lead Client
What we will cover today? The 2nd Generation of joint Out-of-Hours serviceImplementation Live operations General Dynamics IT Behind the scenesHow to join?The future
The Nature of the contract EU compliant 6 year Framework ContractExpires end September 2018 then retenderedOrganisations sign detailed Access AgreementLocal service requirements are appendedAvailable to members of London Contracts & Supplies GroupHousing Associations, ALMOs, Association of Greater Manchester and Public Sector Bodies in the South-East of EnglandJoining LCSG/AGMA is simple & free for public sector orgs.Each organisation retains its own identity.Robust contract T&Cs
Service Standards Speed of call answering Gold/Silver optionsMinimising abandoned callsSpeed of passing requests to duty staff/contractorsMeeting customer service standardsEnsuring full service availabilityCompliance with escalation proceduresEffective contract managementHours of operation to suit
New Features Gold & Silver service standardsGold 80% in 20 secs & > 5% abandonedSilver 80% in 60 secs & >10% abandonedMonthly management fee capped at 1kOptional daytime call handling includingTaking paymentsDirect use of back office systemsSupport for the use of self-service solutionsLone worker support service
Pricing Full schedule of ratesNo fee in comparison to the previous contract (agreed prior to entering the contract)Price per call handled 2.55 Gold - 2.10 SilverMonthly management fee 1000 (sliding scale)Outgoing calls 1.20 per minute No charge for emails, 0.05 for SMS or PagerValue Money Review in 2015Agreed formula for TUPE costs
Whats in it for your organisation? Significant financial savings Raising service standardsProcess documentation & improvement Increased service clarityAudit trails Comprehensive service monitoringAvoid expensive procurement
TUPETUPE regulations1981 and 2006 regulations
Duty to inform and consult staff representatives
Provide employee information (General Dynamics IT)
Pensions GAD certificate of comparability
Current Organisations
Over 300,00 out-of-hours calls handled per annum Central Client Role Support
Guidance
Escalation
Fortnightly Operational Conference Call
Sharing Best Practice
Joint operational management board Quarterly Contracts Board Meeting Partnership Working
Sharing of Best Practice
Identifying new requirements
Suggestions & Innovating Ideas
Benefits & Achievements Collective savings of over a million pounds
Quality and standards improvement
Partnership working
Best practice
Aiming for affordable excellence in customer service provision
Mina MistryA users experience Haringey
Haringay Overview Joined in August 2009
25 Service Descriptions Top 3 enquiry areas General, Noise, Social Services Average 2,500 3,000 calls per month
133,771 savings in first year (including set up costs)
Implementation Experience 3 6 months preparations needed
Service descriptions
Development of scripts
Back office ownership is critical
Accurate information from the back offices
Service Operations (1) Service management and liaison Escalation arrangements
Complaint handling
Rota changes
Amendments to services
Know your own business Call volumes
Incoming and outgoing
Data transfer methods
Telephony diverts
User acceptance testing
Service operations (2)
Bad weather Major emergencies Special announcements Business continuity plans
Performance reportsDaily, weekly and monthly
Benefits
Seamless transition to out of hours services
Measure of performance output communicated regularly
Maintaining customer service standards at all times
Excellent tracking system for non-conformance, change requests and queries
Call recordings available for quality management
Ultimate professional touch for your business!
Contact Handling Shared ServiceIn-hours & Out-of-HoursNeil Darroch Client Director Customer service transformation. Savings-show-us-the-moneyAbout the ServiceResilient operation centres 24 x 7 Call Centre since 2005Managed services for multiple local government / social housing landlordsDual operation centres located in London and YorkshireContingency capability/crisis managementBusiness continuity
Agile service Service level choice Silver/GoldSelect standard or bespoke call handling processesServices can be added or removed at any timeClear evolutionary path to channel shift
Contact Handling Shared Service#Example Out-of-Hours ServicesAbandoned car removal Anti-social behaviourBuilding security/alarmsCCTVComplaints (all Council services) Dangerous structuresData ProtectionEnvironmental Health/Trading StandardsFreedom of InformationGeneral information about Borough services Hall hireHighways emergenciesHomeless familiesHousing repairs & Estates Services Lone Worker SupportMajor emergenciesMedia EnquiresMembers EnquiriesNoise patrolParkingPlay equipmentRegistrars EmergenciesRubbish Collection & wasteSocial services emergenciesStray DogsStreet CleansingStreet lightingSuicide CallsTerror ThreatsTravellersTrees#Technology-enabled contact handlingIntegration potential e.g. NorthgateComplete & consistent quality interactionsProcesses fully scripted and interactiveRules for hand-offs, rotas & escalationCall recording audit & traceabilityEasy to add, change or remove servicesClient portal: reports, change requests, audit trails
#24
Service Delivery
Customer ViewCall HandlingService FulfillmentShift HandoverGovernance
Calls regular service number
Call presented to Shared Service Centre
Call answered as Authority
Identifies authorityRepeat caller identifiedCall purpose validatedInteractive script guides agent through agreed processAction identified & confirmed to caller
Immediate transfer to fulfilment
SMS, Email, Phone or back office handoff
Critical Services Confirm recipient, handover & incident coordination. All incidents handed over, highlighting major, contentious & open issues
Daily download of data file made available
Account DirectorAccount Management teamFramework boardOperational boardReviews and reportingContinuous improvement #25Show me the money Avoidance of expensive procurement Free to join the contract (wide range of service descriptions and procedures available as standard) Economies of scale provide growing financial savings Savings of up to 70% - significant savings when compared with the costs of running an in-house service #Free Support for interested organisations Full contract documentation
Set of detailed guidance notes
Sample feasibility study
Advice and support from early adopters
Ready Reckoner
General Dynamics IT
#27Notes level oneNotes level twoNotes level threeNotes level fourThe Future
Interested Parties including Authorities
Housing organisations and other government bodies
Partnering outside London
Better & larger Service
#28Notes level oneNotes level twoNotes level threeNotes level four
Contact Handling Shared ServiceIn-hours & Out-of-HoursMichelle BernardCustomer Services Project & Contract ManagerTel: 02088256522Mobile: 07961200022Email: [email protected] Neil Darroch Client Director General Dynamics Information Technology Tel: 020 7939 3623Mobile: 07585 964715Email: [email protected]