10.1 Priority 1 - To Improve Customer Service
To assist the reader this section is sub-divided into Tables 21 and 22.
Table 21 - Electronic Service Delivery Options & Satisfaction with Customer Delivery
|
# |
PI Description |
Past Performance |
Future Targets |
||||||
|
04/05 |
05/06 |
06/07 |
07/08 |
08/09 |
|||||
|
Target |
Actual |
Upper Quartile |
Target |
Actual |
Target |
Target |
Target |
||
| Electronic Service Delivery | |||||||||
|
BV157 |
Types of interactions enabled for electronic delivery as % of appropriate interactions. |
80% |
68.16% |
84.69% |
100% |
100% |
End 5/6 |
|
|
| Customer Satisfaction with Service Delivery | |||||||||
|
SF703 |
% Contact Centre callers satisfied with how answered |
70% |
89% |
|
75% |
91% |
91% |
92% |
93% |
|
SF704 |
% satisfied with the website |
|
|
New 5/6 |
Not set |
68.9% |
70% |
75% |
80% |
|
SF705 |
% satisfied with the service provided by the Cambridge Office (Note 1) |
75% |
75% |
|
80% |
92% |
End 6/7 |
|
|
|
SX6 |
% satisfied with Cambourne Office customer services |
75% |
75% |
|
80% |
80% |
85% |
85% |
85% |
|
SX18 |
% satisfied with handling of complaints (annual survey) |
35% |
31% |
|
35% |
35% |
37% |
39% |
41% |
Note 1: SF705 – The Cambridge Office will close, due to a lack of use by customers, from 31st July 2006.
Table 22 - Promptness of Service Delivery & Quality of Customer Service
|
# |
PI Description |
Past Performance |
Future Targets |
||||||
|
04/05 |
05/06 |
06/07 |
07/08 |
08/09 |
|||||
|
Target |
Actual |
Upper Quartile |
Target |
Actual |
Target |
Target |
Target |
||
| Promptness of Service Delivery | |||||||||
|
BV78a |
Days to process new benefit claims (Note 2) |
27 |
28.3 |
28 |
27 |
25.4 |
30 |
30 |
30 |
|
BV78b |
Days to process benefits circumstance changes (Note 3) |
7 |
7.3 |
6.8 |
7 |
8.5 |
8.9 |
8.9 |
8.9 |
|
BV109a |
% major planning applications in 13 weeks (Note 4) |
50% |
38.71% |
71.25% |
57% |
62% |
65% |
70% |
70% |
|
BV109b |
% minor planning applications in 8 weeks |
55% |
59.41% |
75.33% |
65% |
68% |
70% |
71% |
73% |
|
BV109c |
% other planning applications in 8 weeks |
80% |
83.9% |
88.03% |
85% |
84% |
85% |
86% |
87% |
|
BV179 |
% standard land charges searches in 10 working days |
100% |
98.57% |
100% |
100% |
97% |
End 5/6 |
|
|
|
SE203 |
% EH complaints responded to within 3 working days |
93% |
90% |
|
93% |
88% |
93% |
94% |
94% |
|
SF731 |
% Contact Centre calls abandoned |
|
4.8% |
New 5/6 |
<5% |
2% |
<5% |
<4% |
<3% |
|
SX26 |
Days to respond to a standard electronic search request |
|
|
New 5/6 |
Note 1 |
Note 1 |
Note 1 |
1 |
1 |
| Quality of Customer Service | |||||||||
|
SF701 |
% Contact Centre calls dealt with at first contact |
60% |
71% |
|
70% |
76.7% |
78% |
80% |
82% |
Note 1: SX26 - We want to respond within 1 day by 07/08 by the full use of ICT but this will depend on progress on data conversion and new ICT systems.
Note 2: BV78a – The target has been set to achieve the Department for Work and Pensions (DWP) performance standard.
Note 3: BV78b – The apparently static target actually represents planned improvement due to the increasing workload.
Note 4: BV109a to c - Targets are set to achieve the performance level identified by the government. With 80 other authorities, we have been identified as a Best Value Planning authority, which is the first step in a legal process that, in the event of persistent under-performance can lead to intervention by the Secretary of State.