Berkshire Performance Improvement Initiative Improvement Support

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Berkshire Performance Improvement
InitiativeImprovement Support

• Number 1 Reading and West Berkshire
• Customer Service in Revenues and Benefits

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Background

• Berkshire Performance Improvement Initiative is
  supported by IESE, IDeA, and the 6 unitary
  authorities. It is managed by BIEP
• IDeA adapted and revised their process and
  guidance for Corporate Peer Review for
  Improvement Support
• This is targeted on peer-led support for teams
  with active improvement action plans
• This project was the first pilot in December 2008

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Scope

• The objective of the project was to
• Improve the quality of the telephone service
  provided to Revenues and Benefits customers at
  Reading BC

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Description

• The Customer Service Hub provides the first point
  of contact for telephone and personal callers.
• There are approx 16 fte customer service agents
  who staff both the phones and the walk-in
  reception
• There are 8 telephone lines and these lines are
  all open from 8 - 6 Monday to Friday

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Performance Before (1)
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Performance Before (2)
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Analysis

• 90 answering rate good
• 56 answered in 20 seconds not good enough
• Average waiting time to be answered 56 seconds
  not good enough
• Revenues - Registrations figures are high because
  the Call Centre staff can resolve this type of
  transaction

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Action

• Authorise customer service agents to complete
  more of the transactions instead of passing them
  to the back office as work to be processed. This
• - Avoids double handling
• - Drives up first time resolution
• - Drives down avoidable contacts
• - Reduces work in progress in the back office

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Process Changes

• Customer Service Agents authorised to
• Action single person discounts
• Implement name changes
• Deal with forwarding addresses
• Order up copy bills
• Take payments via credit/debit card

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Quick Wins

• Improved telephone stats
• Calls answered up from 91.4 to 94
• Calls answered in 20 seconds up from 56 to 67
• Average time to answer down from 51 to 49 seconds
• Revenues work outstanding total reduced from
  3,500 to 346
• Cash Recovery improved Jan 09 figure 93.28
  compared to 92.31 in Jan 08

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Performance After
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Next Steps

• Continue to monitor existing performance
• Transfer additional processes to customer service
  agents, to drive forward further improvement
• Revenues refunds
• Council Tax arrangements to pay
• Elimination of double entry of Benefits data
• Dealing with Web enquiries
• Outgoing calls to set up arrangements to pay

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Improvement Support (1)

• What Reading said about West Berkshire
• Catalyst for change
• Provide stimulus/impetus for action
• Useful confirmation of positive features
• Confirmed overall priorities
• Fresh pair of eyes on the details
• Helped reveal the bigger picture
• Team were well prepared and supportive

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Improvement Support (2)

• What West Berkshire said about Reading
• Well supported by Readings Business Improvement
  Team
• Enjoyed their two days in Reading
• Felt useful and welcomed
• Found that there were things they could learn
  from Reading

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Learning Points

• It was the peer support that helped through
  practical advice and not expert power or
  additional analysis
• Confidentiality really is important
• Even casual comments can be misinterpreted
• Ground rules were accepted and worked
• Preparation time was well used

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Cost Avoidance

• If buying-in this sort of support from external
  consultancy, Reading estimated it would have cost
  them 5-10k

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Improvement Support Programme at 11 March 2009
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Berkshire Performance Improvement Initiative

• 6 day performance improvement programme
• PIP 1 Spring 08
• PIP 2 Winter 08/09
• Benchmarking Club
• Value for Money change programme

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More Information

• Richard Tyndall
• Berkshire Improvement and Efficiency Partnership
• richard.tyndall_at_bracknell-forest.gov.uk
• 07880-787007
• Anjana Jasani
• Improvement and Development Agency
• anjana.jasani_at_idea.gov.uk
• 07867-678263