Contact Centre Technology & Performance
Dear Tunbridge Wells Borough Council,
I understand that in November 2014 you issued a tender for the supply of contact centre technology or a tender was issued on your behalf.
I'd like to know the following information relating to new contact centre technology purchased or used by the Council as a result of that tender process or subsequently in any other procurement:
1/ When the contact centre technology was ordered.
2/ Was the technology procured under the November 2014 tender process? If not, what procurement process was used?
3/ When it was brought in to service.
4/ The total cost of the technology including its installation.
5/ Whether the technology was delivered on time and within budget.
6/ The supplier and manufacturer of the technology.
7/ The number of concurrent call handling staff it is designed to support.
8/ On a monthly basis for August 2015, September 2015, October 2015, November 2015, January 2016 and February 2016 the following call handling performance information:
a/ Total calls received.
b/ Total calls queued.
c/ Total calls answered by call handlers.
d/ Total calls abandoned by callers in queue.
e/ Average caller wait time.
f/ Longest caller wait time.
9/ What are your key performance indicators for call handling performance?
10/ How do you perform against your key performance indicators for call handling?
Yours faithfully,
Mr. Brown
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Customer Service Team
Tunbridge Wells Borough Council
Town Hall
Royal Tunbridge Wells
Kent TN1 1RS
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Dear Mr Brown,
Acknowledgement
Our Ref: FOI F04724
Thank you for your recent email which we are handling in accordance with
the Freedom of Information Act 2000. I acknowledge receipt and confirm
that we will respond within 20 working days from the date of receipt.
In the meantime, if you have any further queries regarding our Freedom of
Information procedures please contact me on 01892 554153 or via e-mail to
[1][email address].
Yours sincerely
Lauren Martin
Freedom of Information Officer
T: 01892 554153 ext: 3153
E: [2][email address]
Town Hall, Royal Tunbridge Wells, Kent, TN1 1RS
[3]www.tunbridgewells.gov.uk [4]cid:image004.png@01CD6A75.83A79BD0
Help us to improve our service to you by completing our online [5]Customer
Satisfaction Survey
Dear Mr Brown,
Re: FOI F04724
Thank you for your Freedom of Information request. Please see our response
below.
I'd like to know the following information relating to new contact centre
technology purchased or used by the Council as a result of that tender
process or subsequently in any other procurement:
1. When the contact centre technology was ordered.
30^th June 2015.
2. Was the technology procured under the November 2014 tender process?
If not, what procurement process was used?
A contract notice to the Official Journal of the European Union (OJEU) was
issued on the 17^th November 2014 and the opportunity was advertised on
the Kent Business and Contracts Finder Portals.
3. When it was brought in to service.
The Tunbridge Wells site went live on 1^st February 2016.
4. The total cost of the technology including its installation.
The total contract cost for Maidstone, Swale, and Tunbridge Wells Councils
across the 5 year contract is £312,948.
5. Whether the technology was delivered on time and within budget.
Due to a technical issue, the Tunbridge Wells cutover was delayed by one
week. The system is not yet live across all 3 sites, but currently the
project is £7,281 over budget. This relates to additional training and
engineering days (due to the delayed cutover) and some additional licences
purchased.
6. The supplier and manufacturer of the technology.
The manufacturer is Mitel and the supplier is Maintel Europe Ltd.
7. The number of concurrent call handling staff it is designed to
support.
The tender specifies that the solution is required to support 90
concurrent users, up to a maximum of 120.
8. On a monthly basis for August 2015, September 2015, October 2015,
November 2015, January 2016 and February 2016 the following call handling
performance information:
Month/Year August September October November December January February
2015 2015 2015 2015 2015 2015 2016*
Total 17,673 21,878 20,936 19,835 17,795 19,317 16,715
calls
received
Total 17,673 21,878 20,936 19,835 17,795 19,317 16,715
calls
queued
Total 15,752 19,208 18,834 17,911 16,650 17,980 15,694
calls
answered
by call
handlers
Total 1,921 2,670 2,102 1,924 1,145 1,337 124
calls (short)
abandoned
by callers 897
in queue (long)
Average 00:01:44 00:02:11 00:01:29 00:01:59 00:01:01 00:00:39 00:00:28
caller
wait time
Longest 00:28:45 00:40:21 00:41:40 00:50:02 00:40:34 00:33:48 00:13:32
caller
wait time
*The new Contact Centre Solution went live 1 February 2016 – figures are
not reliable due to system not being fully configured until later in the
month.
9. What are your key performance indicators for call handling
performance?
· Switchboard queue 85% of calls answered within 15 seconds
· Revenues queue average wait time below 2 minutes 30 seconds
· Benefits queue average wait time below 2 minutes 30 seconds
· Housing queue average wait time below 2 minutes 30 seconds
· Assembly Hall queue average wait time below 1 minute 30 seconds
· Parking queue average wait time below 1 minute 30 seconds
· Streetscene queue average wait time below 1 minute 30 seconds
· Payments queue average wait time below 1 minute 30 seconds
· Average post call wrap up time under 30 seconds
10. How do you perform against your key performance indicators for call
handling?
Target Q1 15/16 Q2 15/16 Q3 15/16
Switchboard queue 85% of calls answered within Achieved Failed Achieved
15 seconds
Revenues queue average wait time below 2 Achieved Achieved Achieved
minutes 30 seconds
Benefits queue average wait time below 2 Achieved Achieved Achieved
minutes 30 seconds
Housing queue average wait time below 2 minutes Achieved Achieved Achieved
30 seconds
Assembly Hall queue average wait time below 1 Achieved Achieved Achieved
minute 30 seconds
Parking queue average wait time below 1 minute Failed Failed Failed
30 seconds
Streetscene queue average wait time below 1 Failed Failed Achieved
minute 30 seconds
Payments queue average wait time below 1 minute Achieved Achieved Achieved
30 seconds
Average post call wrap up time under 30 seconds Achieved Achieved Achieved
I hope this information is helpful.
If you are dissatisfied with the information provided or the way in which
we have dealt with your request, you can make a complaint under the
Council's Complaints Procedure. Please write to John Scarborough, Head
of Legal Partnership and Monitoring Officer at the Town Hall, Royal
Tunbridge Wells, Kent, TN1 1RS or via e-mail to
[1][email address] requesting a review of the
decision. You can find details of our Complaints Procedure on our website
at
[2]http://www.tunbridgewells.gov.uk/council...
We will aim to deal with your complaint within 20 working days. If you
remain dissatisfied following our review, you can then appeal to the
Information Commissioner’s address at the following address:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Tel: 01625 545745
[3]www.ico.org.uk
Yours sincerely
Lauren Martin
Freedom of Information Officer
T: 01892 554153 ext: 3153
E: [4][email address]
Town Hall, Royal Tunbridge Wells, Kent, TN1 1RS
[5]www.tunbridgewells.gov.uk [6]cid:image004.png@01CD6A75.83A79BD0
Help us to improve our service to you by completing our online [7]Customer
Satisfaction Survey
This e-mail is confidential and intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not necessarily represent those of Tunbridge Wells Borough Council. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited.
If you have received this e-mail in error please notify Tunbridge Wells Borough Council IT Help Desk on telephone +44 (0)1892 526121 extension
3118 or e-mail to [Tunbridge Wells Borough Council request email].
References
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1. mailto:[email address]
2. http://www.tunbridgewells.gov.uk/council...
3. http://www.ico.org.uk/
4. mailto:[email address]
5. http://www.tunbridgewells.gov.uk/
6. http://www.twitter.com/TWellsCouncil
7. http://www.tunbridgewells.gov.uk/feedback
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