This is an HTML version of an attachment to the Freedom of Information request 'Copy of the most recent Monthly Performance Pack for TV Licensing'.





TELEVISION LICENSING
MONTHLY PERFORMANCE PACK
CUSTOMER ADMINISTRATION
July 2010
Confidential

INDEX
July 2010
Schedule Title
Customer Administration Analysis
Customer Administration Cleared Volumes - 13 Month Summary
Correspondence Volumes  - 13 Months
Correspondence Breakdown - 13 Months
Potential Complaints Breakdown - 13 Months
Customer Relations Analysis
Customer Relations Graph Analysis
Total Complaints Summary & LIF - 13 Months
Total Complaints Summary Old Format - 13 Months
Quality Auditing
Capita Offshore Monthly Work Volumes
Capita Offshore 13 Month Summary
Capita Offshore 13 Month Summary Charts
Stamps and Debit/Credit Card used as Intial Payments on DD (VOL)
Schedule Amendments/Additions:
Additions
Amendments
Confidential

CUSTOMER ADMINISTRATION ANALYSIS - July 2010
James v1.1
Summary/headlines:
Withheld under s43 Freedom of Information Act 2000
Customer Admin Cleared Volumes
Withheld under s43 Freedom of 
Information Act 2000

Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Administration
1

Customer Administration Cleared Volumes - 13 Month Summary
July 2010
 
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Non Smart Agent Work
Corres and Refunds
Hotel & Multi Corres
CLC Corres
Address Structure Corres
Over 75
Diplomats
Withheld under s43 Freedom of Information Act 2000
Cheques *
Potential Complaints
Transcription
Total
Smart Agent Work
Corres and Refunds
DDI's
Dealers
Call Log
Withheld under s43 Freedom of Information Act 2000
Web
Emails
Manual IVR **
DCC
Total
Overall Total
Confidential
Customer Administration
2

CORRESPONDENCE VOLUMES - 13 MONTHS
July 2010
 
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Customer Administration FTE
Written Contact
Work Received
Withheld under s43
Freedom of Information Act 2000
Withheld under s43 Freedom of Information Act 2000
Work Cleared
Work Cleared inc Held & Pend
Undeliverable Mail
Potential Complaints
Work Received
Withheld under s43
Freedom of Information Act 2000
Withheld under s43 Freedom of Information Act 2000
Work Cleared
Licence Issue
Work Received
Withheld under s43
Freedom of Information Act 2000
Withheld under s43 Freedom of Information Act 2000
Work Cleared
Work Cleared inc Held & Pend
BBC Enquiries
Work Received
Withheld under s43 
Freedom of Information Act 2000
Withheld under s43 Freedom of Information Act 2000
Work Cleared
Confidential
Customer Administration
3

CORRESPONDENCE BREAKDOWN - 13 MONTHS
July 2010
 
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Written Contact
Withheld under s43 Freedom of Information Act 2000
Work Cleared
Confidential
Customer Administration
4

POTENTIAL COMPLAINTS BREAKDOWN - 13 MONTHS
July 2010
 
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Potential Complaints
Withheld under s43 Freedom of Information Act 2000
Work Cleared
Confidential
Customer Administration
5

CUSTOMER RELATIONS ANALYSIS - July 2010
James v1.1
Complaints Analysis
Withheld under s43 Freedom of Information Act 2000
James V1.1
Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Administration
6

CUSTOMER RELATIONS GRAPH ANALYSIS - July 2010
Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Adminstration
7

MONTHLY WRITTEN, EMAIL & TELEPHONE COMPLAINTS ANALYSIS (SUMMARY 13 MONTHS)
July 2010
Complaints Outside Capita and AMV Control
New Categorisation
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
YTD
Written
Telephone
Email
BBC
MP
Total for Policy

Written
Telephone

Withheld under s43 Freedom of Information Act 2000
Email
BBC
MP
Total for Third Party

Complaints Attributable to Capita and AMV
Written
Telephone
Email
BBC
MP
Total for Contact Centre

Written
Telephone
Email
BBC
MP
Total for Marketing

Written
Telephone
Email
BBC
MP
Total for Field

Written
Telephone
Email
BBC
MP
Total for Web

Unattributable Complaints
Written
Telephone
Email
BBC
MP
Total for Unattributable

Performance Against Target
Cases Outside Capita / AMV Control (1 & 2)
Cases Attributable to Capita / AMV (3, 4, 5 & 6)
Unattributable Cases (8)
Total Cases (For Period)
Referred to BBCI - Not included in total
Referred to ICOR - Not included in total
Referred to Paypoint - Not included in total
Licences In Force
Complaints per 1000
Total Complaints per 1000 Licences
(Campaigns / Marketing) Complaints per 1000 Licences
(Performance/Data/Other) Complaints per 1000 Licences
Confidential
Customer Administration
8

MONTHLY WRITTEN & TELEPHONE COMPLAINTS ANALYSIS (SUMMARY 13 MONTHS)
July 2010
Complaints Outside Capita and AMV Control
New Categorisation
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Aug 10
Sep 10
Oct 10
Nov 10
Dec 10
Jan 11
Feb 11
Mar 11
YTD
MP Cases
BBC Cases
Written Cases
Withheld under s43 Freedom of Information Act 2000
Telephone Cases
Emails
Total
Complaints Attributable to Capita and AMV
MP Cases
BBC Cases
Written Cases
Telephone Cases
Emails
Total
Unattributable Complaints
MP Cases
BBC Cases
Written Cases
Telephone Cases
Emails
Total
Performance Against Target
Cases Outside Capita / AMV Contro
Cases Attributable to Capita / AMV
Unattributable Complaints
Total Cases (For Period)
25
25
18
19
23
21
11
24
22
15
6
17
6
0
0
0
0
0
0
0
0
10
7
12
9
9
4
3
1
3
17
7
19
21
0
0
0
0
0
0
0
0
Written Cases
1,797
1,514
2,109
1,649
1,826
1,860
1,838
2,210
1,963
1,309
1,316
1,304
1,250
0
0
0
0
0
0
0
0
Telephone Cases
157
152
248
333
374
214
207
274
266
315
185
254
234
0
0
0
0
0
0
0
0
Emails
195
202
235
242
224
190
187
190
201
173
180
191
181
0
0
0
0
0
0
0
0
Confidential
Customer Administration
9

QUALITY AUDITING
July 2010
Volumes Conducted & Performance Scores
Withheld under s31 Freedom of Information Act 2000
Business Area
1. Customer Administration
Address Structure
ARC
Correspondence
Customer Relations (Complaints)
Mail Processing

Withheld under s43 Freedom of Information Act 2000
Over 75's & Licence Issue
Web & E-Mail

Total for Customer Administration
2. Capita Offshore
Withheld under s43 Freedom of Information Act 2000
Total for Capita Offshore
3. Client Accounts
DCC
Withheld under s43 Freedom of Information Act 2000
Hotels & Company Group Licensing
Total for Client Accounts
4. Front Office (Calls)
Inbound - Call Monitoring (CS Team)
Withheld under s43 Freedom of Information Act 2000
Dialler - Call Monitoring (CS Team - w/e/f 10/09)
Total for Front Office (Calls)
Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Administration
10

QUALITY AUDITING
July 2010
 Most Common Test Failures / Areas of Weakness
Business Area
1a. Customer Administration
Have the correct Guards been applied to the relevant Licensable addresses on the 
system?
Was the Administrators Name, Address and Telephone No. (if applicable) updated 

Withheld under s43 Freedom of Information Act 2000
onto the  ALF system correctly?
Has the correct Classification Code been entered onto the LASSY system?

1b. Customer Relations (Complaints)
Was our response to the complaint free from grammatical errors and typographical 
mistakes?
Does the CARE record show the corresponding C/R database reference number?

Withheld under s43 Freedom of Information Act 2000
Has CARE been updated with the item of correspondence / e-mail and the outcome 
/ action taken?

2. Capita Offshore
Had the item of work been processed correctly by the Associate in accordance 
with the Training Brief?
Had the LASSY database been correctly updated?

Withheld under s43 Freedom of Information Act 2000
Had the Customer's Enquiry been fully addressed?
Business Area
3. Front Office (Calls)
Inbound:
Customer Experience - Managing long pauses within the Call effectively

Sales - Offer Direct Debit to the Customer with feature and benefit
Withheld under s43 Freedom of Information Act 2000
Customer Experience -Address Customer by Name, Sir or Madam
Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Administration
11

QUALITY AUDITING
July 2010
Confidential
Customer Administration
12

Capita Offshore Monthly Work Volumes
July 2010
Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Administration
13

Capita Offshore 13 Month Summary
July 20103
Total
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Withheld under s43 Freedom of Information Act 2000
6
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
8
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Jul 09
Aug 09
Sep 09
Oct 09
Nov 09
Dec 09
Jan 10
Feb 10
Mar 10
Apr 10
May 10
Jun 10
Jul 10
Confidential
Customer Administration
14

Capita Offshore 13 Month Summary Charts
Withheld under s43 Freedom of Information Act 2000
Confidential
Customer Administation
15

% IP OF JOINERS BY 
STAMPS USED AS INITIAL PAYMENTS ON DD (VOL)
DEBIT/CREDIT CARD USED AS INITIAL PAYMENTS ON DD (VOL)
DD JOINERS BY SCHEME
S
SCHEME
Withheld under s43 Freedom of Information Act 200Withheld under s43 Freedom of Information Act 20000
Jul-10
##
Total
Average 
Average 
##
Total
Average 
Average 
Total
Total
Total Norm
Variance
Total Norm
Variance
Total 
Total 
Value £
Norm £
Value £
Norm £
Jul 09
Jul 09
Jul 09
Aug 09
Aug 09
Aug 09
Sep 09
Sep 09
Sep 09
Oct 09
Oct 09
Oct 09
Nov 09
Nov 09
Nov 09
Dec 09
Dec 09
Dec 09
Jan 10
Jan 10
Withheld under s43 Freedom of Information Act 2000
Jan 10
Feb 10
Feb 10
Feb 10
Mar 10
Mar 10
Mar 10
Apr 10
Apr 10
Apr 10
May 10
May 10
May 10
Jun 10
Jun 10
Jun 10
Jul 10
Jul 10
Jul 10
Quarterly DD
Average 
Average 
## Quarterly DD
Average 
Average 
Quarterly DD
Quarterly DD
Total Norm
Variance
Total Norm
Variance
Total 
Total 
Value £
Norm £
Value £
Norm £
Jul 09
Jul 09
Jul 09
Aug 09
Aug 09
Aug 09
Sep 09
Sep 09
Sep 09
Oct 09
Oct 09
Oct 09
Nov 09
Nov 09
Nov 09
Dec 09
Dec 09
Dec 09
Jan 10
Jan 10
Jan 10
Feb 10
Feb 10
Feb 10
Mar 10
Mar 10
Mar 10
Apr 10
Apr 10
Apr 10
May 10
May 10
May 10
Jun 10
Jun 10
Jun 10
Jul 10
Jul 10
Jul 10
Monthly DD
Average 
Average 
##
Monthly DD
Average 
Average 
Monthly DD
Monthly DD
Total Norm
Variance
Total 
Norm
Variance
Total 
Total 
Value £
Norm £
Value £
Norm £
Jul 09
Jul 09
Jul 09
Aug 09
Aug 09
Aug 09
Sep 09
Sep 09
Sep 09
Oct 09
Oct 09
Oct 09
Nov 09
Nov 09
Nov 09
Dec 09
Dec 09
Withheld under s43 Freedom of Information Act 2000
Dec 09
Jan 10
Jan 10
Jan 10
Feb 10
Feb 10
Feb 10
Mar 10
Mar 10
Mar 10
Apr 10
Apr 10
Apr 10
May 10
May 10
May 10
Jun 10
Jun 10
Jun 10
Jul 10
Jul 10
Jul 10
The Norm figure is based on 2009 figures for the same period.
Confidential
Customer Administration
16