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Delivering Effective Services Through Contact Centres
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Book Synopsis Delivering Effective Services Through Contact Centres by : Great Britain: National Audit Office
Download or read book Delivering Effective Services Through Contact Centres written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-03-15 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.
Book Synopsis Reducing the risk of violent crime by : Great Britain: National Audit Office
Download or read book Reducing the risk of violent crime written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2008-02-21 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Home Office has been effective at raising the profile of domestic violence and alcohol related crime and encouraging local action to address these issues. Such action is likely to have made some contribution to the overall fall in levels of violent crime. It has not yet managed to address successfully barriers which are reducing the effectiveness of crime prevention activities at a local level and which have been raised in previous reports by the National Audit Office and the Committee of Public Accounts. However, the Home Office has made some progress in addressing these barriers. The persistence of these barriers means that good practice has not been extended from small initiatives, and Crime and Disorder Reduction Partnerships have not been able to take a long-term, strategic approach to tackling violent crime. There are a number of NAO recommendations.
Book Synopsis Progress on Tackling Pensioner Poverty by : Great Britain: National Audit Office
Download or read book Progress on Tackling Pensioner Poverty written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-07-21 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: The 2002 report Tackling pensioner poverty: encouraging take-up of entitlements (ISBN 0102919577) examined efforts by the Department for Work and Pensions to increase the take-up of benefits by pensioners. It was followed by a report from the Committee of Public Accounts (ISBN 0215009347) that made a number of recommendations. This report looks at the changes the Department have made against those recommendations and the challenges that remain. The overall conclusion is that the Pension Service has made substantial progress in helping pensioners secure their entitlements, using new and thought through approaches. However there is more to be done. This report is accompanied by a technical report that describes the methodology and findings in greater detail.
Book Synopsis Delivering Effective Social Customer Service by : Martin Hill-Wilson
Download or read book Delivering Effective Social Customer Service written by Martin Hill-Wilson and published by John Wiley & Sons. This book was released on 2013-10-23 with total page 171 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.
Book Synopsis The efficiency programme by : Great Britain: National Audit Office
Download or read book The efficiency programme written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2007-02-08 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: Government departments have been set a series of targets for implementing efficiency gains of £21.5 billion a year by 2007-08, as part of the Treasury's Efficiency Programme following on from the Gershon Review of public sector efficiency. This NAO report finds that considerable progress has been made by departments towards achieving the efficiency targets, and the Efficiency Programme has ensured a greater focus on value for money issues among senior staff. Progress has also been made in addressing measurement issues, supported by new guidance issued by the Office of Government Commerce, although some reported efficiency gains still carry a significant risk of inaccuracy. The OGC has also initiated a new reporting system to improve the accuracy of reported efficiency gains, but this would benefit from a greater review process to assess whether they meet good practice, either through a stronger internal audit within departments or by the OGC. Departments must improve the transparency of the reporting process, and do more to encourage staff to put forward ideas for efficiency improvements. A companion volume is available separately (HCP 156-II, session 2006-07, ISBN 9780102944372) containing twelve opinion pieces on options to improve efficiency in the public sector, written by commentators from the fields of business, trade unions, academia and management consultancy.
Author :Great Britain: Parliament: House of Commons: Committee of Public Accounts Publisher :The Stationery Office ISBN 13 :9780215036230 Total Pages :36 pages Book Rating :4.0/5 (362 download)
Book Synopsis Jobcentre Plus by : Great Britain: Parliament: House of Commons: Committee of Public Accounts
Download or read book Jobcentre Plus written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and published by The Stationery Office. This book was released on 2007-10-09 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report follows on from a earlier NAO report (HCP 24, session 2006-07, ISBN 9780102943795). Personal Advisers assess needs of people looking for work and point them towards the right kind of assistance needed to find a job. In 2005-06, Jobcentre Plus had some 9,300 advisers at a salary cost of £238 million, conducting in total 10.8 million jobseeker interviews. They are also the gateway to various New Deal programmes, which has cost £5 billion since 1997. With the Government's aim of increasing the employment rate to 80%, personal advisers will have an important role. The Committee has set out a number of conclusions and recommendations, including: that the Department for Work and Pensions aim of assisting 1 million people on benefit into work, will require Jobcentre Plus to keep a good knowledge of employers' short and medium term skill needs as well as training opportunities; Jobcentre Plus should take care to protect advisers from unnecessary administrative work, interruptions of interviews to a minimum and allow more discretion and flexibility to advisers on individual cases; in 2005-06 customers failed to attend around 1.8 million scheduled interviews, whilst customers turned up late on average for around one in six interviews, Jobcentre Plus could do more to remind customers of their responsibilities, but also take account of local transport needs and use text messages and phone calls to remind customers of appointment times; improving the amount of time personal advisers spend with customers is a key element in helping Jobcentre Plus in achieving its efficiency targets and in helping it to be effective in achieving organisational objectives of helping people find work.
Book Synopsis Operations and Management Principles for Contact Centres by : Esther Hoffmann
Download or read book Operations and Management Principles for Contact Centres written by Esther Hoffmann and published by Juta and Company Ltd. This book was released on 2008-09 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: Several South African agencies, institutes, organizations, and professional bodies are promoting and developing contact-center operations in order to satisfy international and national market demands. Accordingly, additional information, knowledge, and experience are needed to improve on how organizations integrate core business processes into these contact-centers. Responding to this need, the industry is now being represented in higher education. Featuring sections on managing contact-center performance, recruiting, training, and motivating staff- and customer-relations management, this comprehensive course guide, cowritten by several experts in the field, is ideal for institutions offering courses for contact-center agents and anyone working in the contact-center industry.
Book Synopsis HM Revenue & Customs by : Great Britain. National Audit Office
Download or read book HM Revenue & Customs written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2009 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 2007-08, HMRC received more than a quarter of the 4 million Tax Credit renewals forms in July (the renewal deadline) and it processed half of the 8.2 million Income Tax Self Assessment returns during January to March. At busier times customers experience delays on their correspondence and receive a less responsive service. In the lead up to the Income Tax Self Assessment deadline in January 2008, HMRC answered just two thirds of the 7 million telephone calls made to its contact centres. By encouraging more customers to file tax returns online and removing the need for some returns, HMRC has smoothed peaks in workload and released resources of £7 million a year. The peak in Tax Credit renewal work has, however, increased as the deadline has been brought forward to reduce overpayments. Using different processing targets throughout the year and giving customers more information about how long their information will take to process during peak periods could help spread work out throughout the year. During busy periods, HMRC tends to process simpler Income Tax cases, postponing more complex checks and less urgent work. During peak periods, staff productivity is higher, partly reflecting the simpler cases, but HMRC also experiences increased staff sickness absence. The experience of HMRC and other organisations is that between 15 per cent and 40 per cent of contact with customers is avoidable. Reducing the number of avoidable calls by 15 per cent could release resources of up to £23 million a year or 11 per cent of its annual spending on contact centres.
Book Synopsis Understanding social security (Second edition) by : Millar, Jane
Download or read book Understanding social security (Second edition) written by Millar, Jane and published by Policy Press. This book was released on 2009-02-02 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an increasingly risky world the need for social security support is greater than ever. Benefits and tax credits aim to provide protection against economic risks, help families with the costs of bringing up children, enable people to save for retirement, and provide support in old age. Key goals are to redistribute income to alleviate poverty and help people maintain living standards across the lifecourse. Reform of the social security and tax systems has been at the heart of the UK Labour government's aspirations to modernise the welfare state since 1997 with major changes in both policy and administration. This second edition of the important text, Understanding Social Security, reviews these policy developments, giving readers the information and analytical tools to make sense of policy debates and reforms and to evaluate options for the future. The chapters have been extensively updated since the first edition, with new chapters on social security reform, inequalities and social security, and the new 'welfare market'. The main topics covered include: · the social security safety net · racism, ethnicity, migration · social security governance · global social security · social security and the life course · the challenge of childhood poverty · reforming pensions · welfare to work · sickness, incapacity and disability · tax credits · service delivery information technology The book provides a critical examination of social security policy and practice and is essential reading for students of social policy, social work and sociology, as well as policy-makers and practitioners in the fields of social security, welfare-to-work, employment, anti-poverty strategies and welfare rights. It will be of interest to those interested in recent policy developments in these areas, emerging issues and debates, and in wider issues of the modernisation of the welfare state.
Author :Great Britain. Parliament. House of Commons. Committee of Public Accounts Publisher :The Stationery Office ISBN 13 :0215030672 Total Pages :48 pages Book Rating :4.2/5 (15 download)
Book Synopsis Crown Prosecution Service by : Great Britain. Parliament. House of Commons. Committee of Public Accounts
Download or read book Crown Prosecution Service written by Great Britain. Parliament. House of Commons. Committee of Public Accounts and published by The Stationery Office. This book was released on 2006 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: Following on from a NAO report (HCP 798, session 2005-06, ISBN 0102936978) published in February 2006, the Committee's report concludes that the handling of cases in magistrates' courts has in recent years become complex and protracted to the extent that it no longer amounts to summary justice. 55 per cent of the £173 million cost of delay in the magistrates' courts is attributable to the defence, but the police and the Crown Prosecution Service (CPS) account for another 14 per cent (£24 million) each. The CPS needs to review its organisational structure, revise its system for preparing for magistrates' court cases by adopting current best practice, and address the cultural resistance within the organisation to more modern working practices.
Book Synopsis Improving the Efficiency of Postal Services Procurement in the Public Sector by : Great Britain: National Audit Office
Download or read book Improving the Efficiency of Postal Services Procurement in the Public Sector written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-03-24 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: All public sector organisations rely to varying degrees on postal services, costing nearly £650 million annually of which £250 million is spent by central government departments. The two biggest spenders are the Department for Work and Pensions and HM Revenue and Customs which account for over half this amount, with ten organisations accounting for 95 per cent of the total. Despite the growth in the use of internet and email, at least for the foreseeable future conventional mail will remain essential to the way public bodies communicate with the public. This NAO report examines how public sector organisations can become more effective in their procurement and management of postal services, and identifies six main areas where further improvements can be made in order to realise an estimated £31 million a year in savings by 2008-09. Two accompanying documents are available separately: case studies which examine the use of postal services in five organisations (HCP 946-II, ISBN 0102937354); and a guide which sets out examples of good practice across public and private sectors (HCP 946-III, ISBN 0102937362).
Book Synopsis The Management of Staff Sickness Absence in the National Probation Service by : Great Britain: National Audit Office
Download or read book The Management of Staff Sickness Absence in the National Probation Service written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-04-26 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt: This NAO report examines sick leave in the National Probation Service, which was running at 12.3 days per person in the 2004-05 period at a cost of £31.6 million. A number of recommendations have been set out as follows. That the National Probation Directorate should agree with the Chief Probation Officer a consistent minimum standard for collecting and reporting sickness absence data in their areas. This in turn could be used to produce comparative analyses, and offer a basis to diagnose the causes of sickness absence. An upgrade in some areas of their information technology systems should occur, so that better management information can be compiled. All probation areas should implement the mandatory elements of the national policy on sickness absence. All Chief Officers should review their action plans for reducing sickness absence. Sickness absence should be managed effectively but sympathetically, by including return to work interviews, along with a means of distinguishing between avoidable and unavoidable sickness absences, and addressing the culture of absenteeism. Long term sickness absence should be reviewed as a matter of urgency. Policies relating to work/life balance should be implemented nationally.
Book Synopsis Child Support Agency - Implementation of the Child Support Reforms by : Great Britain: National Audit Office
Download or read book Child Support Agency - Implementation of the Child Support Reforms written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-06-30 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: A new system for child support was introduced for new cases and those with links to new cases from 3 March 2003. There were new rules for child support and a simplified calculation of maintenance. In addition the Child Support Agency underwent substantial restructuring and introduced a new IT system. This was necessary because the Agency had been previously missing its targets, suffered from a large backlog of unprocessed cases and there was a low level of compliance from non-resident parents. However there have been problems implementing the reforms. This report provides an assessment of: what caused the problems; the impact on the quality of service provided to the customers; and actions taken by the Agency in response to the problems and the lessons learnt.
Book Synopsis Reducing the Reliance on Landfill in England by : Great Britain: National Audit Office
Download or read book Reducing the Reliance on Landfill in England written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-07-26 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 1999 the European Union introduced a Directive that require the UK to reduce the amount of biodegradable waste disposed of in landfill. By 2010 we have to landfill 75% of the amount landfilled in 1995. This figure reduces to 50% by 2013 and 35% by 2020. If the target is not met then the UK could be fined for non-compliance. So far DEFRA has spent £336 million on initiatives to reduce the amount of landfill, but reductions have been offset by growth in the amount of waste produced and there is a risk that the targets will not be met. An emphasis on recycling alone is not enough. DEFRA needs to focus on helping the 25 authorities that send most to landfill and help develop alternative waste facilities, as well as encouraging more households to recycle and compost. This examination of the problem is in four parts: 1) England needs to reduce the amount of biodegradable municipal waste disposed through landfill; 2) earlier delays I taking action made European Union targets more difficult to achieve; 3) without a step change in existing local authority plans, England will not achieve its share of the reductions in landfill the European Union requires by 2010 and 2013; 4) recycling and minimisation need to contribute more to reducing the amount of biodegradable municipal waste sent to landfill.
Book Synopsis Working with Non-governmental and Other Civil Society Organisations to Promote Development by : Great Britain: National Audit Office
Download or read book Working with Non-governmental and Other Civil Society Organisations to Promote Development written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-07-06 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: The term Civil Society covers aspects of society independent of the state and the private sector. Civil Society Organisations (CSOs) are bodies organised around shared interests and values and include NGOs, trade unions, faith groups and business associations. Since 1997 the Department fro International Development (DFID) has increasingly worked with CSOs to help to reduce world poverty. This report looks at DFID's view of the role of CSOs in international development; how it engages with CSOs; and the achievements of CSOs in reducing poverty. It is based on visits to 4 countries, 19 projects, a file review of 40 projects and Partnership Programme Agreements; and the response of 90 CSOs.
Book Synopsis Delivering Successful IT-enabled Business Change by : Great Britain: National Audit Office
Download or read book Delivering Successful IT-enabled Business Change written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-11-17 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a companion volume to the main NAO report (HCP 33-I, session 2006-07, ISBN 0102942323) and it contains details of 24 case studies which form the basis of the NAOs analysis of factors that contribute to successful delivery of IT-enabled programmes and projects which have achieved tangible benefits for citizens and taxpayers. Drawn from the public and private sectors in the UK and overseas, these case studies include: i) the Department for Work and Pensions Payment Modernisation Programme which cost £824 million and has transformed the payment of benefits and pensions through direct bank payments; ii) the Oyster electronic smartcard introduced by Transport for London in 2003 and a capital cost of £40 million; and iii) from the private sector, the UK trade associations chip and PIN programme at a cost of £1.1 billion.
Book Synopsis International Benchmark of Fraud and Error in Social Security Systems by : Great Britain: National Audit Office
Download or read book International Benchmark of Fraud and Error in Social Security Systems written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2006-07-20 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: The report, based on research carried out by RAND Europe and commissioned by the National Audit Office, presents the results of a benchmarking exercise investigating the issue of fraud and error in the social security systems of eight European and non-European countries (covering Australia, Canada, France, Ireland, Netherlands, New Zealand, Sweden and the United States). The study describes the different systems studied, assesses the scale and prominence of the problem in a national context, outlines approaches taken to measure and to reduce fraud and error, and draws out the principal themes emerging from the comparisons of relevance for the Department for Work and Pensions (DWP). Findings include that the availability of data and methodologies for measuring fraud and error at national level vary considerably, but the DWP is at the forefront in developing estimates of losses arising from fraud and error in social security expenditure. The high levels of estimated fraud and error in expenditure on benefits, £2.6 billion in 2004-05, have led to the NAO qualifying the DWP's accounts and those of the former Department of Social Security for 16 years in a row. The rates of fraud at the DWP appear comparable to those of other countries, such as USA, Ireland, Canada and New Zealand, and it compares favourably in terms of awareness of the problem and activities to combat the problem.
