Delivery of Quality Customer Service An Approach by Cork County Council

Multiple Services Rates Refuse Motor Tax Charges Higher Education Grants etc Multiple Means of Delivery Mail Counter Services ’Billpay’ Telephone etc A Common Problem

Business Drivers Improve Service to Customer Schemes to Measure Performance Savings Better Use of Back-Office Personnel Holistic and Consistent View of the Customer Need to replace Legacy Technology

Challenges to Change Culture of the Organisation Robust Timescale Legacy Infrastructure Distrust of Some Technologies Negative View of Contact Centres ’But We’re a Specialised ’Group

Knowledge is Power You Can’t Change What You Can’t Measure How Many Calls do We Answer How Many do We NOT Answer CRM as an Enabler A Consolidated View of Performance

Technical Requirements Scalable and Integrated Solution Contact Centre with ACD CRM with CTI IPT Throughout Integration Platform for Applications

Internal Partnership Finance Corporate Affairs Norcontel ICT

The Road Taken Technical Strategy (ICT and Norcontel) IP Telephony Throughout All Applications integrated into Single CRM Tender and Contract Award Strategic Partner (BT)for Delivery of the Solution, comprising : üContact Centre üMigration to VoIP/IPT county-wide üLAN at all Council Offices

Single integrated solution meeting the Council’s business goals Best in class technology Single point of management and ongoing service Long term trusted partner relationship Value added services Flexible and open solution, comprising ü BT Contact Central ü Middleware Integration – BT Web Services ü BPR and Call Centre Consultancy - ABTRAN ü IP Telephony The BT Solution

Timeframe TenderJanuary 2005 ContractJune 2005 IPT Live in County Hall mid August 2005 Contact Centre open for Business 12 Sept 2005 ’Pay by Weight’ Application 12 Sept 2005 Motor Tax 10 October 2005 Overall Measured Roll-Out

Methods of Access to Contact Centre Text Chat & Collaboration Web Callback Fax Voice SMS Pay By Weight Motor Tax Second Phase INTEGRATION CCC Systems BT Contact Central IP ACD, IVR, Call Recording, Voic , Workforce Management & MIS. Agent Desktops CCC LAN HUB Remote Offices Contact Centre PCs CRM Database Speech Rec IVR

Contact Centre Staffing & Buy-In 8 Customer Advisors recruited internally for customer service focus. One Grade 5 Supervisor Manager on contract from ABTRAN for Pilot Period Excellent Buy-In by Unions and Staff

Contact Centre - Additional Items Staff also deal with ü queries for PBW and Motor Tax ü Credit Card Payments for PBW ü Mail for PBW and Motor Tax Performance framed by SLA in PBW and Motor Tax Business Units

Contact Centre Traffic Load - Day 1

Contact Centre Traffic Load - Today

Contact Centre - First Call Resolution %79%First Call Resolution Motor TaxationWaste ManagementDescription 2,3321,875Service Requests Sent to Back Office 11%21%Service Requests as % of All Contacts Motor TaxationWaste ManagementDescription

We never could measure this before ! Contact Centre - Total Activity to Date

IP Telephony 2,700 Employees 91 Sites spread throughout the County Servicing 350,000 citizens (customers) Two Primary Sites (Cisco Call Managers) Resilient Wide-Area network

IP Telephony - So Far County Hall Extension (350 Users) in Service Ballincollig (Contact Centre) Phase 2 (North Cork) Commenced Phase 3 (City, South and West Cork) to follow Will Follow WAN Upgrade

8 seconds7 secondsAverage Call Wait Time 94% Overall Service Level Calls Abandoned 09:00 – 17:00 * Out of Hours Calls Abandoned Average Call Handling Time 432 hrs592 hrsTotal Operating Hours 21,8989,274Total Calls Offered * 20,9608,854Total Answered Calls* Motor TaxationWaste ManagementDescription Yearly: Waste Management/Service Charges = 53,000 calls Motor Taxation/Driver Licencing= 126,000 calls County Hall Incoming calls = 600,000 calls Analysis to Date

Overall Experience to Date Positive and Successful ü On Time ü On Budget ü No Technical Problems Exceptional ‘Buy-In’ by Council and Unions Demand by Other Departments for Migration to New Environment Staff can now deal with Service Delivery without fear of interruption

Next Steps Continue LAN, WAN, and IPT Roll-Out Migrate Additional Services to Contact Centre : Higher Education Grants Non-Domestic Water Metering : ü Billing ü Receipting ü Call Answering