Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th...

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Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009

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Transcript of Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th...

Page 1: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Overview & Scrutiny Committee

Portfolio Holder Update

Customer Access Councillor Simon Tobin

19th March 2009

Page 2: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Customer Access

Customer Services Communications Information & Communications

Technology

Page 3: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Customer Services

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

services

Page 4: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Accommodation Project

Page 5: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Staff Restructure

Customer Services

Front Line Administration

Page 6: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

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

Page 7: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Communications

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

Page 8: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Local Government Review

Page 9: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Updated web site – the old

Page 10: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Updated web site – the new

Page 11: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Communications - other

Environment awareness campaigns

Landmark project communications In Touch & Insight

Page 12: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Communications - other

Article from April 2009 In Touch

Page 13: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

I.C.T.

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

Security Standards)

Page 14: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.

Customer Access

Any questions?


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