Customer Contacts Reduction Project
Presentation to QCS Network Seminar
13 December 2012
Authority and Driver for CCR Project

Board and Heads of Division approved Project. Clear Governance

Corporate Strategy – “Make it easier and less costly to comply
– design and deliver high quality services – develop a contact
reduction strategy ”

Aims of the Project – to identify, measure, prioritise and take
the appropriate actions necessary to remove unnecessary
contacts

Result Required


Remove unnecessary work for staff that arises from these
contacts
Reduce inefficiencies in our processes while maintaining our
high level of customer service
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CCR Project Terms of Reference

Initial focus on Pay As You Earn

Prepare an analysis of customer contacts to inform 'marketing'
initiatives or other suitable reduction solutions

Identify contacts by type, number and most burdensome to
process (internal burden)

Prepare a profile of our contact channels and examine current
services as “fit for purpose”

Identify priority contacts for early reduction phase and early
inclusion into self service facilities

Inform the development of strategies and solutions to
reduce/remove PAYE customer contacts
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Partnership and Project Plan

Engage Operational and Policy areas, IT support

20% of contacts equate to 80% of service costs
Stage 1 Identify most common contact reasons
Stage 2 Measure volumes and burden
Stage 3 Prioritise contacts - early solutions & long term strategies
Stage 4 Develop and Implement strategies
Stage 5 Evaluate and report


Monitor and measure benefits as solutions implemented
Continue to identify, measure, prioritise and develop
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Project Plan workings and tools used
Contact Type
Public Office
Phone
Post
Change
employment
4.32
2.24
2.06
Review /P21
3.02
5.47
4.03
1.22
2.51
N/A
1.03
3.23
2.26
Reg 1St
employment
6.5
N/A
5.22
Payslip query (USC)
4.38
3.36
2.17
4.04
N/A
1.4
N/A
2.56
1.38
Allocate Credits
Unemployment
repayment
Health Claim
Address Change
5
Progress to Date and next steps

Identified most common contact reasons across channels

Measuring and analysing burden is ongoing

Quick wins
Data Sharing across Operational Areas
Improve information on website

New more structured IVR menu

Automated email response
Recommendations for IT enhancements
6
Key Achievements

Identified top PAYE customer contact by phone, caller and post

Identified and examined the ‘root causes’ for contact types

Detailed study of management of contact to identify best practice

Identified information/service gaps and recommended solutions

Identified opportunities to reduce contact and initiated solutions

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Further enhancements

Identified opportunities for additional contact
reduction solutions, some of which would involve
developments and made recommendations.
Revenue Online Enquiry Form.
 Revenue Online Help service.
 Introduction of an email service embedded in PAYE
Anytime.


Established Email Policy Review Group
 Project
Ongoing – more to do
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