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Contact Centre Information

Requested on
Fri 1st June, 2012
Reference
FOI 1999
Resolution
Information provided

Question

1. Does the Local Authority have a centralised customer contact centre providing the first point of contact for citizen enquiries?
· If so, which of the following services does this contact centre support? [please state yes or no for each of the following]

i. General switchboard for LA enquiries?

ii. Planning?

iii. Revs & bens (revenues collection and benefits provision)?

iv. Housing?

v. Environmental?

vi. Other? [Please specify]

2. Approximately how many FTE do you typically have working within the Local Authority’s customer contact centre? ( FTE is defined as the sum of all “Full Time Equivalent” staff members. For example, if there are two members of staff, one of whom works full-time and one of whom works half-time, their combined FTE figure would be 1.5)

3. What is the Local Authority’s approximate annual expenditure on the customer contact centre?

4. Does the Local Authority operate a CRM (Customer Relationship Management) IT system within the customer contact centre? If so, what system is used?

Answer

1.     Does the Local Authority have a centralised customer contact centre providing the first point of contact for citizen enquiries?  Yes
If so, which of the following services does this contact centre support?  [please state yes or no for each of the following]
i.    General switchboard for LA enquiries?   Yes
ii.    Planning?   No
iii.    Revs & bens (revenues collection and benefits provision)?    No
iv.    Housing?  Yes
v.    Environmental?  Yes
vi.    Other? [Please specify]  Licensing; Street Management and Sports Activities
2.     Approximately how many FTE do you typically have working within the Local Authority’s customer contact centre? 7.5 FTE's (call handling)
3.     What is the Local Authority’s approximate annual expenditure on the customer contact centre?  All costs including staffing - £350k
4.     Does the Local Authority operate a CRM (Customer Relationship Management) IT system within the customer contact centre?   If so, what system is used?  Lagan CRM

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