CCC Progress  Current work  Main Issues  Statistics  Future

Reception Issue tickets for Face to Face. Count number of interactions/visitors. Take in Post and Packages including Tenders. Hand out Leaflets and forms. Give general information to the public. Viewing of Committee meeting agendas. Handle initial contact meet and greet. Ring departments with visitor information. Arrange appointments for some areas. Issue Parking Permits. Electoral register enquiries. Sell rubbish sacks, radar keys and maps. Anything else!

Face to Face General Planning enquiries (copy plans, showing plans and application forms) Copies of Ordinance survey maps Environmental services enquiries (Take in goods for testing, Licensing enquiries, Hackney carriage enquiries) Homeless enquiries Housing enquiries Transport streets and Public transport Social care enquiries Parking management Property management enquiries (beach huts) Trading standards/ consumer advice Abandoned vehicles Anti social behaviour Advantage cards and various other cards Careline returns Building Control enquiries including taking in forms and payments. Leisure services including Tourism advice to Parks and special events Just about anything the general public, councillors and SBC throw at us!

Telephony team (old switchboard) Deal with all general enquiries relating to everything we cover on F2F and reception Transfer customers through to the correct departments, based on the information we have available Raise cases for back office staff to deal with enquiries including waste, cleansing and environmental services. Deal with the “Anti Social behaviour Line” We have separate reporting streams for Leisure services and Technical services although most calls come through the original main switchboard number Please note we do not use the old switchboard terminals, this is a massive advance on our original plans. We envisaged us using them well into 2005.

Main Issues Highlighted Planning processes Escorting Visitors Building Control processes Advantage cards Security of the Civic Centre Q-Matic ticketing system Homeless processes Applying the “ASH” factor to the Contact centre Staff flexi time General attitude towards CCC staff Parking Management Processes New telephony technology Defining reception processes Waiting times on reception Training of staff Satisfying internal staffs aspirations Covering three shifts opening 8-6 Completion of the CC snagging list

Statistics Face to Face cases raised in CRM system since 31/12/04 to 28/02/ Telephone calls offered in the same period Number of tickets issued at reception in same period 4006 This does not include details of visitors into the Civic centre for really basic enquiries that are dealt with by reception. These are now being counted from 21/02/05.They average out so far 175 a day.

The future Increase skill level of Contact Centre staff for all areas. Higher emphasis on training. Develop a comprehensive Competency matrix covering all areas. Increase volume workload phased in over 2005/6. Integrate telephony team into the CC for increased efficiencies and value for money service. Greener office culture for the council. Implement document management system. Continual improvement of processes. Review complaints and identify process gaps. Regular meetings with Complaints team. Educate council to highlight areas of increased workload. Clearer communication strategy across the council. Review FTE for CC. Resource is more often than not stretched. Change control process in place. Initiative for gradual change to a corporate council driven from the top using Customer Service and efficiencies as the key indicators. 4 Star culture.

Phase 1 Implementation CRMComplete implementationEnd March 05 WORKFLOWImplementationEnd March 05 TELEPHONYComplete implementationEnd March 05 QUEUE MANAGEMENT Complete implementationEnd March 05 BPRComplete phase 1 implementation End March 05 TESD POST SYSTEM ImplementationEnd June 05 CC EDMImplementationEnd June 05

FUTURE ROLL-OUT ELLAPR - SEP LCAS JUN - DEC CETC JAN - MAR BT APR - SEP SC JUN - DEC CORPORATEBPR BACK-OFFICE PROCESSES ??