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Introduction
- Prior to implementing Self Service, Ealing Council felt they were not providing the most cost effective or efficient contact method for residents. Due to high call volume all year round, it was important that any support service was robust and flexible enough to deal with high demand and diverse requirements.
- Average abandonment rate was between 15% - 28% across major service areas.
- Self Service was initially trialed via a six month pilot for Revenues and Benefits and has gradually been adopted across various council services such as Parking, Planning and a Registrations Service with other busy service areas being considered for 2011.
Objectives/Priorities
- A commitment to improve and enhance customer service across the council without increased associated costs.
- In the same way that internet users have access to the council 24/7, Ealing wished to extend the same service option to telephone users.
- Call abandonment rates were too high and needed to be reduced, especially during peak periods.
Operational and Financial benefits
- Over 28,000 calls are answered and 26,000 calls successfully resolved by Self Service every month.
- To achieve the current level of service without the use of Inform Self Service, Ealing would need to recruit an additional 21 FTE's, which would equate to £525,000 p.a.
- A reduction in the abandonment rate to 0% enables call centre agents to deal with more complicated calls efficiently and effectively.
- Parking Services - Less than 1% of calls are now transferred to the back office meaning staff are no longer tied up with lengthy calls but can use their time more productively. Prior to Self Service, the call volume required 5.5 FTE's. Post the introduction of Self Service, only one FTE is required - resulting in a saving of£112,500 p.a.
- Abandonment rate down from over 28% to less than 0% for Parking enquiries.
- Self Service supports Ealing's key resources during peak times and offers residents access to the council 24 hours a day in an accessible, informative way.
- Inform Self Service has enabled Ealing's Customer Service to increase performance with customer access without increasing staffing levels. This enables Ealing's residents the ability to contact various service areas and self serve outside normal working hours.
- The corporate approach has enabled Ealing to provide excellent customer service across the Council, delivered as cost effectively as possible. This is important during times of fiscal strain on local government.
- The development and implementation process has been smooth and professional throughout each new service. Updates and changes to the services are always dealt with quickly and professionally and Inform's expert knowledge and opinion on all things IVR has proved invaluable.
'Self Service empowers our residents with the ability to access and provide information across four busy service areas 24/7. In order for Ealing Council to achieve the same level of service that we are currently providing we would have had to employ an additional 21 FTE's which would equate to approximately £525,000 per year.'
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