Customer Services
Dear Northamptonshire County Council,
Can you please supply the following information?
Please supply the current working model for your Customer Services
department. Please also include the following-
Length of time current Model has been in place?
Management structure
Number of Customer Service Officers
Current job description for Customer Service Officers
Current job description for line managers
Salaries for all the above posts
Annual budget for the department
Did the department stay within budget in 2011, 2012 ?
What Software is used for recording customer interaction/ service
requests?
What was the initial cost for the software?
What are the annual support maintenance costs for the current
software? Please supply figures for 201, 2012
All services the department provides, I.e. who do CS take calls/
enquires on behalf of, what types of calls, what other services are
provided by Customer Services?
Does Southampton City council have customer service centres open to
the public?
If your Council have a Customer Service Centre open to the public
is that Centre integrated with any other Service, I.e. based in
Libraries, or part of your call centre?
Do you have a separate switchboard or are all calls directed
through Customer Services?
How many calls a day go through your CS department/ call centre if
these can be separated please provide separate figures?
What are the average number of calls taken by CS staff daily?
What is the current abandonment rate for calls coming into CS?
What is the average call waiting time?
How much wrap up time is given between each call?
How many telephone numbers are diverted through this department?
Do you have a separate department for dealing with customer
complaints?
What are the average number of complaints per month?
When supplying services for other departments who is responsible
for writing/ negotiating the service level agreement (SLA) and who
monitors those agreements?
Is your legal department involved in SLAs?
What is the overall number of staff employed by Southampton City
Council?
How many of those staff are in management posts?
Finally does your Customer Service Department provide services for
any external organisation, if so how much revenue is received?
Yours faithfully,
Mrs M Edie
Dear Mrs Edie,
Freedom of Information Request: FR4173
I am writing to acknowledge your request for information dated 31/05/2013, received by us on 03/06/2013.
Our team is dealing with your request and we will be in contact with you soon. If you have any queries about this email, please contact me quoting the reference FR4173 in any future communications.
You should expect a further response within 20 working days.
Kind regards
Sarah Jobling
Senior Administrator
Business Intelligence and Performance Improvement
Northamptonshire County Council
Tel: 01604 368360
[Northamptonshire County Council request email]
www.northamptonshire.gov.uk
Dear Mrs Edie,
Further to my email below, our service area has asked me to obtain clarification from you regarding the three questions below.
What are the average number of calls taken by CS staff daily?
What is the current abandonment rate for calls coming into CS?
What is the average call waiting time?
In order for them to answer a time period is required as numbers of calls change all the time.
I look forward to hearing from you.
Many thanks and kind regards
Sarah Jobling
Senior Administrator
Business Intelligence and Performance Improvement
Northamptonshire County Council
Tel: 01604 368360
[Northamptonshire County Council request email]
www.northamptonshire.gov.uk
Dear Mrs Edie
I write further to your original request dated 31^st May 2013, ref FR4173,
which was due for delivery today, 1^st July 2013.
Your request has been on hold, suspended, since the 5^th June 2013 when my
colleague e-mailed you at 12:02 seeking clarification to your request.
Since this date we have not heard back from you and have been unable to
process your request.
I therefore assume you do not wish to proceed and am closing your request
today. However, should you still wish to proceed please revert back to
us with the clarification sought and we will reopen your request.
Kind Regards
Diana Ingman
Information Officer
Freedom of Information/Data Protection Team
Business Intelligence and Performance Improvement
Northamptonshire County Council
Ground Floor
John Dryden House
8-10 The Lakes
Bedford Road
Northampton
NN4 7YD
Tel: 01604 366653
Fax: 01604 237004
[1][email address]
[2]www.northamptonshire.gov.uk
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2. http://www.northamptonshire.gov.uk/
Dear Freedom of Information,
Please accept my apologies for the late response, I would still like the information I requested.
To clarify
What are the average number of calls taken by CS staff daily?
What is the current abandonment rate for calls coming into CS?
What is the average call waiting time?
Please supply monthly totals for a 6 month period starting January 2013
Yours sincerely,
M Edie
Freedom of Information Request: FR4173a
I am writing to acknowledge your request for information dated 17/07/2013 received by us on 18/07/2013.
Our team is dealing with your request and we will be in contact with you soon. If you have any queries about this email, please contact us quoting the reference FR4173a in any future communications.
You should expect a further response within 20 working days.
Tracey Gilkes
Admin
Northamptonshire County Council
Business Intelligence and Performance Improvement
Ground Floor, John Dryden House
8-10 The Lakes
Bedford Road
Northampton
NN4 7YD
t : 01604 367407
e: [Northamptonshire County Council request email]
Dear Freedom of Information,
Thank you for supplying the requested information and thank you for your apology which I completely accept. Please close the request there is no longer a need for an internal review nor any need to respond to any complaint. I agree mistakes are easily made and as that has now been acknowledged and I have the information I need, there is no need to take the matter any further.
I would actually like to commend the Council for the prompt action taken once the mistake was brought to your attention.
Yours sincerely,
M Edie
Dear Freedom of Information,
Please ignore message relating to apology. I have requested the same information from another Council the message was for them.
Yours sincerely,
M Edie
Dear Mrs Edie,
Please see attached.
Kind regards
Sarah Jobling
Senior Administrator
Business Intelligence and Performance Improvement
Northamptonshire County Council
Tel: 01604 368360
[Northamptonshire County Council request email]
[1]www.northamptonshire.gov.uk
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1. http://www.northamptonshire.gov.uk/
Dear Northamptonshire County Council,
Please pass this on to the person who conducts Freedom of Information reviews.
I am writing to request an internal review of Northamptonshire County Council's handling of my FOI request 'Customer Services'.
I have not received all the information I requested I have only received answers to the questions you wanted clarification on.
A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...
Yours faithfully,
M Edie
Dear Northamptonshire County Council,
Please pass this on to the person who conducts Freedom of Information reviews.
I am writing to request an internal review of Northamptonshire County Council's handling of my FOI request 'Customer Services'.
I have not received all the information I requested
A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...
Yours faithfully,
M Edie
Dear Mrs Edie
Please accept my sincere apologies for this mistake.
When you originally submitted your request dated 31st May 2013 we reverted back to you on 5th June for clarification of several points and when we did not receive this clarification we had in fact suspended your whole request.
When you responded with clarification of the three questions I wrongly made the assumption that that was the only information you required us to provide.
If it is acceptable to you I will reinstate your request as a whole and proceed to obtain any outstanding information to complete your request in full.
If this is not acceptable and you wish me to pass your request for a review to Mr Shelswell I will of course do so on your behalf.
Kind regards
Gill Hollowell
FOI/DP Team
Tel: 367407
Please see attached.
Kind regards
Gillian Hollowell
Senior Freedom of Information/Data Protection Officer
Business Intelligence and Performance Improvement
Northamptonshire County Council
Ground Floor
John Dryden House
8-10 The Lakes
Bedford Road
Northampton NN4 7YD
Tel: 01604 367407
Fax: 01604 367004
[1][Northamptonshire County Council request email]
[2]www.northamptonshire.gov.uk
[3]NEW Wordle alternative
References
Visible links
1. mailto:[email address]
2. http://www.northamptonshire.gov.uk/
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M Edie left an annotation ()
Please ignore the previous post 're apology it has been posted on the wrong request