Better Public Services Through Call Centres
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Better Public Services Through Call Centres
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Author : Great Britain. Parliament House of Commons. Committee of Public Accounts
language : en
Publisher:
Release Date : 2003
Better Public Services Through Call Centres written by Great Britain. Parliament House of Commons. Committee of Public Accounts and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with categories.
Government departments are making increasing use of call centres to provide information and advice and deliver services to the public. There are now over 130 departmental call centres costing about £350 million a year and employing 15,000 staff, and over the last three years the number of calls handled has increased from 67 million to 95 million enquiries. Following on from a National Audit Office report (HCP 134, session 2002-03; ISBN 0102919801), the Committee has considered the quality and cost of public services delivered through these call centres. Their report reaches four key conclusions including the need for the Office of the e-Envoy to obtain reliable data to benchmark call centre performance, identify and spread good practice and press departments to tackle poor quality service where it exists.
Using Call Centres To Deliver Public Services
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Author : Great Britain. National Audit Office
language : en
Publisher:
Release Date : 2002
Using Call Centres To Deliver Public Services written by Great Britain. National Audit Office and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with categories.
Government departments are making increasing use of call centres to deliver services to the public, and in 2001-02 they spent around £350 million on these centres to answer over 95 million enquiries. This report assesses the extent to which government departments have improved the quality and cost effectiveness of their services through the use of call centres. Findings include that 83 per cent of people who had phoned a government call centre were satisfied with the service, and 60 per cent of the public are willing to get advice and services by phone. The report includes a detailed assessment of the telephone services provided by the Child Benefit Centre Enquiry Line, the Driving Standards Agency Information and Booking Service, the Environment Agency's Floodline Service, and the UK Passport Service Adviceline. The report's recommendations include: departments should identify the business case for setting up a call centre and routinely monitor costs and performance to ensure planned improvements in quality of service and efficiency are achieved cost-effectively; and all call centres should have access to reliable information on the unit cost of delivering key telephone services to the public.
Public Accounts Committee Better Public Services Through Call Centres Public Accounts Committee Twentieth Report With Proceedings Evidence Hc 373 I Not Printed Separately And Appendices
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Author :
language : en
Publisher:
Release Date : 2002
Public Accounts Committee Better Public Services Through Call Centres Public Accounts Committee Twentieth Report With Proceedings Evidence Hc 373 I Not Printed Separately And Appendices written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with categories.
Re Organising Service Work Call Centres In Germany And Britain
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Author : Karen A. Shire
language : en
Publisher: Routledge
Release Date : 2017-09-29
Re Organising Service Work Call Centres In Germany And Britain written by Karen A. Shire and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-29 with Social Science categories.
This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.
Better Public Services Through E Government Academic Article In Support Of Better Public Services Through E Government
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Author : Great Britain. National Audit Office
language : en
Publisher:
Release Date : 2002
Better Public Services Through E Government Academic Article In Support Of Better Public Services Through E Government written by Great Britain. National Audit Office and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Electronic government information categories.
Building Better Public Services
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Author : Tony Dean
language : en
Publisher: FriesenPress
Release Date : 2015-08-12
Building Better Public Services written by Tony Dean and has been published by FriesenPress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-12 with Education categories.
For decades, public service organizations have been under constant and growing pressure from citizens and stakeholders to provide more integrated, effective and accountable programs and services. Governments are beginning to acknowledge that they can't own every issue and increasingly look to collaboration, networking and consultation at many levels as they design and develop polices, programs and service delivery mechanisms. Building Better Public Services explores the challenges facing public services in the 21st century, including the need for systemic cultural change, enhanced governance, evidence-informed policy and program design, and shared approaches to service delivery. Based on case studies and interviews, supplemented by first person experience, Building Better Public Services will take you inside the world of public services in Canada and the United Kingdom to explore capacity building successes and lessons learned. The book offers insights into innovations that will inform public servants as they work to improve services for citizens and gives directional advice and observations on the importance of public services leadership, an area rarely explored in business leadership literature. "An essential handbook on how to improve public policy and services. This is not yet another book focused primarily on making government smaller or driven by an ideology of austerity. It is rather grounded in a deep appreciation of the importance of public service to our quality of life and well-being and of the great advantages Canada's professional, nonpartisan public service affords. Drawing on examples across Canada and internationally of what works and what does not, Tony offers concrete recommendations for building a more citizen-centred, open, collaborative public service." -Alex Himelfarb - Former Clerk of the Privy Council - Government of Canada, and current Chair of WWF-Canada and the Canadian Alliance to End Homelessness. "I hope Tony Dean's reflections bring a long overdue debate to a critical subject - how to make public services work better. Innovation in the public sector is a subject that cries out for real discussion, and Tony has done us all a great favour by analysing these issues with commitment and flair. It's not about cutting things, it's about creativity and getting things done, breaking down silos and making it happen." -Bob Rae - Lawyer, negotiator, and Ontario's 21st Premier. "This is a book written by someone who knows the day to day challenges and reality of making governments work. It should be read by both current and future politicians and public servants who want to improve their governments' focus on outcomes for, and with, citizens. Dean underpins this book with relentlessly wanting to achieve more. He celebrates the passion, commitment and innovation of public servants but is not blind to the need for change." --Ray Shostak - International Government Adviser and former head of the Prime Minister's Delivery Unit and Director General, Performance, HM Government (UK)
Calling Local Government
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Author : Angus Doulton
language : en
Publisher:
Release Date : 1998
Calling Local Government written by Angus Doulton and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Management categories.
Beat The Cuts
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Author : Rob Worth
language : en
Publisher: Ecademy Press
Release Date : 2012-10-31
Beat The Cuts written by Rob Worth and has been published by Ecademy Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-10-31 with Business & Economics categories.
How to improve public services and easily cut costs. While the public sector is faced with axing services to save billions and deliver 25% - 40% budget cuts, there are organisations that are not only saving services but improving them and massively cutting costs as a result. Public sector leaders are currently weighing up heart-wrenching decisions to slash public services. This book shows that these dilemmas can be avoided. With no complex change programmes, expensive IT projects or extended training courses, this book describes a simple but effective method. It starts with the key questions and actions that will overcome resistance to change, enthuse staff and get concrete results in weeks. One government department, described in the book, discovered how to remove 52% of the calls to its new contact centre, eliminate 91% of its process steps and drastically improve service to its users. A 25% - 40% cut in budget is easy when you know how. If you are involved in the public sector and don't want to see services decimated, this is a must read book. www.BeatTheCuts.com
Better Public Services Through E Government Report
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Author : Great Britain. National Audit Office
language : en
Publisher:
Release Date : 2002
Better Public Services Through E Government Report written by Great Britain. National Audit Office and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Electronic government information categories.
Developments In The Call Centre Industry
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Author : Julia Connell
language : en
Publisher: Routledge
Release Date : 2006-09-27
Developments In The Call Centre Industry written by Julia Connell and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-09-27 with Business & Economics categories.
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.
