In December 2006, Sir David Varney completed his report Service transformation: A better service for citizens and businesses, a better deal for the taxpayer. Among the recommendations to improve the service provided by the public sector, were four key themes (outlined below) that every contact centre can own and implement, without waiting for further initiatives from central government.
- All taxpayer-funded contact centres must undergo formal published accreditation by December 2008.
- Contact centres should secure 25% improvements to current operations, while raising the quality of service provided to citizens and businesses. (To be achieved during the 2007 comprehensive spending review (CSR) period)
- Contact centres must establish performance indicators and targets, based on a minimum reduction in costs of 25%, which could include:
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80% of contacts made by citizens or businesses to be resolved on first contact |
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50% reduction in avoidable contact |
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reducing telephone-based information requests by 50% |
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making the web the primary access point for all simple information and advice requests |
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requiring all sub-200 seat contact centres to share their service with others |
- Best practice performance indicators and benchmarks should be established so contact centres match performance of their best peers in the public sector.
Analysys Mason is in the unique position of being able to help all public sector contact centres to achieve all four of these Varney recommendations. We can help you improve the service you offer to your customers, improve your efficiency, and reduce your costs.
Click on the links below to see how Analysys Mason can help you meet the Varney recommendations:
