A recent survey from supplier Rostrvm included the addendum that:
“Other problems identified by the contact centres include the ambiguity of what is required (19%), the necessity of training staff to comply (11%) and preparing the back office and service support systems to handle the extra data (10%). A further 8% would struggle due to a lack of resources and time constraints. Just 4% of the local authorities surveyed did not perceive any problems preventing them from meeting the target. ”
I was actually surprised at the large numbers doing anything, although at the recent Tower NI14 event I was the only one who admitted their authority wasn’t being particularly active, I suspect I was the only one stupid enough to do so in front of the Audit Commission and Government Office!
The problem demonstrated by the survey is that in its true conception the indicator is not just for call centres and should cover all citizen contact be that face-to-face, email or web, so it needs to be dealt with as a CORPORATE issue! I wonder how many can truly say that?
The fact that ‘avoidable contact’ or whatever is not just for call centres is proven by The ‘Half-yearly review and results summary’ of the Socitm/Govmetric Customer Access Improvement Service where on page 8 was the revelation that not all channels are equal that whilst telephony was favoured for many there was an clear lead on the web for adult services and that in satisfaction terms the web was less satisfactory across all the services listed! This is a clear vote for Citizen Engagement Exchange to dig into the reasons why, especially when most of those using the telephone for all services were satisfied. I’m afraid the publication is for users and Socitm Insight subscribers so I can’t link to it here, but it just proves what those of us looking at the breadth of channels will have realised! It also showed just how great the web channel usage was compared with the others…despite lack of satisfaction.