Using Call Centres To Deliver Public Services
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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.
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 Report By The Comptroller And Auditor General Hc 134 Session 2002 2003 11 December 2002
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Author :
language : en
Publisher:
Release Date : 2003
Using Call Centres To Deliver Public Services Report By The Comptroller And Auditor General Hc 134 Session 2002 2003 11 December 2002 written by 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.
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.
Delivering Effective Services Through Contact Centres
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Author : Great Britain: National Audit Office
language : en
Publisher: The Stationery Office
Release Date : 2006-03-15
Delivering Effective Services Through Contact Centres written by Great Britain: National Audit Office and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-03-15 with Political Science categories.
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.
E Social Work
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Author : Nigel Coleman
language : en
Publisher:
Release Date : 2011
E Social Work written by Nigel Coleman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with categories.
Delivering Public Services That Work
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Author : Charlotte Pell
language : en
Publisher: Triarchy Press
Release Date : 2012-04-24
Delivering Public Services That Work written by Charlotte Pell and has been published by Triarchy Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-24 with Political Science categories.
This latest collection of Case Studies spells out the kind of dramatic performance improvements that have been consistently achieved in the NHS, the emergency services and a wide range of local authority departments. It's a handbook for anyone faced with the apparently impossible task of improving service levels and dramatically cutting costs. The Case Studies demonstrate again and again just how much can be achieved in a relatively short time using a Systems Thinking approach - transforming the lives of service users for the better in the process.
Delivering Public Services That Work Volume 2
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Author : Charlotte Pell
language : en
Publisher: Triarchy Press
Release Date : 2012-04-24
Delivering Public Services That Work Volume 2 written by Charlotte Pell and has been published by Triarchy Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-24 with Business & Economics categories.
Case studies of The Vanguard Method being used to deliver radical change in the public sector
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.
Public Sector Management
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Author : Norman Flynn
language : en
Publisher: SAGE
Release Date : 2012-03-26
Public Sector Management written by Norman Flynn and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-03-26 with Political Science categories.
The highly-anticipated sixth edition of Norman Flynn's Public Sector Management continues to provide students with an insightful, jargon-free description, analysis and critique of the management of the public sector by the UK government. New to the sixth edition: Fully updated to take account of the coalition government and the impact of the financial crisis on public spending. Four new chapters on managing public finance, e-government, regulation and public-private partnerships. Expanded learning features including:, additional boxed examples, annotated suggestions for further reading and suggestions for discussion topics and references to journal articles. New companion website with free access to full-text journal articles, policy documents, links to useful websites, and relevant multimedia and social media resources. www.sagepub.co.uk/flynn6 Public Sector Management will prove invaluable reading for students studying public sector management as part of a business, management, social policy, politics or sociology degree.
