Warwickshire County Council April 2005 Overall vs Education

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Warwickshire County Council April 2005 Overall
vs Education
Warwickshire County CouncilSynovate 941220 April
2005
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Order of Presentation

• Background Methodology
• Results - Calls
• - Visits
• - Letters
• - Emails
• Conclusions

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Background

• WCC is committed to continual appraisal of its
  strategy and to improve services provided to the
  public, especially by front line staff
• Standards set out in Charter
• Been conducting Mystery Shopping Checks since
  2000 to examine service delivery

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Research Objectives

• To measure service delivery across all key
  departments in line with Charter levels
• To monitor the service over time
• From time to time, we include any additional
  areas of interest, for instance we focussed the
  research on ethnic callers in one wave and on
  redirected enquiries in another

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Methodology

• Mystery shopping contacts by visit, calls,
  letters emails to front-line departments

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Contacts by Department
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Details of Methodology

• Enquiries made over a 4 week period allowing 10
  working days for any replies to be received
• All contacts made by local evaluators to ensure
  realistic
• Appropriate scenarios used for each department
• Originally repeated measures quarterly
• Results aggregated across scenarios and
  departments
• Please note some base sizes for department data
  are low.
• Throughout this presentation results are compared
  to data from previous waves. Although still
  comparable it is important to note that the
  mystery shopping evaluation sheet was revised
  between waves 7 and waves 8.

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Calls
9
Getting Through On First Attempt
Getting Through
Average No. Of Rings Before Answer
Base All answering Overall (129), Education
(26)
Base All answering Overall (116), Education
(25)

• Educations performance matches that of all
  depts on average

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Call Handling
Transfer Process
Call Handler


(16)
(26)
(4)
(16)
(13)
(4)
(4)

Base All who spoke to a call handler (Overall
116, Education 25)
Base All who were transferred (Overall 26,
Education 4)
Caution low base

• Standards Charter states that call handlers
  should give their name

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (116), Education
(25)
Base All answering Overall (116), Education
(25)

• Over half Education enquiries answered correctly,
  checking for satisfaction and understanding is
  lower than overall

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Leaflets Website
Sent leaflets/literature
directed to website
8 out of 13
12 out of 25
4 out of 9
15 out of 38
Base All expecting leaflet/literature Overall
(38), Education (13)
Base All expecting to be directed to website
Overall (25), Education (9)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Education
Base All answering Overall (116), Education
(25)

• Ediucation ratings are mostly lower than overall

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Overall Satisfaction With Enquiry
Handling
4.0
3.9
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (129), Education (26),

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Summary - Calls

• Good level of callers getting through on their
  first attempt
• On average calls answered well within 5 rings
• Call handlers greet and provide their name more
  than other depts overall, improvements could be
  made in providing their department or service
  name to callers.
• Just over half enquiries answered correctly
  priority for improvement
• Checking for satisfaction and understanding with
  enquiries could be improved
• Provision of relevant leaflets/literature could
  also be improved
• Staff ratings shows good scores for politeness
  but lower scores for problem solving

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Visits
17
Reception
being seen immediately
verbally greeted by receptionist
Base All answering Overall (60), Education (8)
Base All answering Overall (60), Education (8)

• Results for initial Education reception contacts
  lower than overall

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Reception
wore name tag/plaque on desk
passed to another member of staff
Base All answering Overall (60), Education (8)
Base All answering Overall (60), Education (8)

• Standards Charter states that staff should wear
  an identity badge

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Visit Experiences
Passed to other staff member
Initial Contact


(8)
(7)
(2)
(5)
(7)
(6)

Base All who visited reception (Overall 60,
Education 8)
Base All who were transferred to another person
(Overall 10, Education 3)
Caution low base

• Education dept scores well on initial contact

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Ratings Of Place Visited
Overall
Education
Base All answering Overall (60), Education (8)

• Ratings of Reception environment higher than
  average

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Answered Query Correctly
Enquiry Handler
Checking Satisfaction/Understanding
Base All answering Overall (60) Education (8)
Base All answering Overall (60), Education (8)

• Education enquiries were answered
  comprehensively

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Leaflets Website
Given leaflets/literature
directed to website
8 out of 15
2 out of 38
N/A
N/A
All expecting leaflet/literature Overall (15),
Education (1)
All expecting to be directed to website Overall
(38), Education (3)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Education
Base All answering Overall (60), Education (8)

• Education ratings outperform overall depts in
  every category

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Overall Satisfaction With Enquiry
Handling
4.2
4.9
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (60), Education (8),

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Summary - Visits

• Initial waiting time scored low could be
  improved
• Actual contact with receptionist is satisfactory
  
• Reception environment is good
• Ratings of reception environment are good - staff
  are rated highly for warmth and friendliness
• Enquiry handling and staff ratings are good

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Letters
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Replies Received To Letter Enquiry
Letter Contacts
Receiving No Reply To Letter
Base All receiving reply - Overall (57)
Education (4) All receiving acknowledgment -
Overall (17) Education (0) All Receiving full
reply - Overall (45 ) Education (2)
Base All answering Overall (57) Education (4)

• Over half letter contacts did not receive a reply

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Answered Query Correctly
Enquiry Handler
Reply Easy To Understand
Base All answering Overall (46) Education (2)
Base All answering Overall (40), Education (2)

• Disappointingly, all enquiries were not answered
  correctly

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Leaflets Website
Given leaflets/literature
Directed to website
23 out of 31
4 out of 24
All expecting leaflet/literature Overall (31),
Education (0)
All expecting to be directed to website Overall
(24), Education (0)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Education
Base All answering Overall (40), Education (2)

• Education ratings are much lower than those
  overall

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Overall Satisfaction With Enquiry
Handling
3.7
2.5
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (57), Education (4)

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Summary - Letters

• The level of response to letters was
  unsatisfactory letter response rates should be
  made a priority
• Where sent letter responses speedily dispatched
  and easy to understand
• Education department should aim to answer all
  enquiries correctly
• Staff ratings lower than average

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Emails
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Replies Received To Email Enquiry
Email Contacts
Receiving No Reply To Email
Base All receiving reply - Overall (74)
Education (15) All receiving acknowledgment -
Overall (23) Education (5) All Receiving full
reply - Overall (56) Education (11)
Base All answering Overall (74) Education (15)

• Email contacts received a reply within a short
  period of time

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Answered Query Correctly
Enquiry Handler
Reply Easy To Understand
Base All answering Overall (58) Education (12)
Base All answering Overall (57), Education (12)

• Three quarters of email enquiries answered
  correctly

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Leaflets Website
Given leaflets/literature
Directed to website
5 out of 8
2 out of 4
3 out of 5
7 out of 16
All expecting leaflet/literature Overall
(8),Education (4)
All expecting to be directed to website Overall
(16), Education (5)

• Charts show percentages of those expecting to
  receive some form of literature or directions to
  the WCC website based on their scenario.

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Staff Ratings
Overall
Education
Base All answering Overall (57), Education (12)

• Education ratings lower than those for overall
  depts

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Overall Satisfaction With Enquiry
Handling
3.9
3.6
Very Dissatisfied
Fairly Dissatisfied
Neither/nor
Fairly satisfied
Very satisfied
Base Overall (74), Education (15),

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Summary - Emails

• The level of response to emails was satisfactory
• On average a full email response was given in no
  more than 2 ½ days
• 7 out 10 responses were answered correctly room
  for improvement
• All responses were easy to understand
• Around half of those respondents expecting to,
  received leaflets or were directed to the WCC
  website

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Conclusions

• Should aim for a higher level of correctly
  answered telephone, letter and email enquiries
• An area that might encourage a better rate of
  correctly answered telephone enquiries is
  increased checks of caller satisfaction and
  understanding of any advice that has been given
• Contact with the Education reception and the
  general reception environment are good there is
  room for improvement in waiting times before
  being seen at reception
• Letter enquiries need attention level of
  response to letters unsatisfactory

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