Does the Council operate a contact centre – Yes
Is the contact centre delivered in house or by a third party – In house
If delivered by a third party, who provides this service – Please see the response to the previous question
If delivered by the Council, which directorate does it sit in – Business Support and Digital Transformation
The average number of people deployed in the contact centre (FTE) for each of 2016, 2017 and 2018, broken down into leadership, team management, frontline and support roles
| Roles – Full Time Equivalent (FTE) | 2016 | 2017 | 2018 |
| Leadership | 1.0 | 0.2 | 0.2 |
| Management | 5.1 | 5.1 | 5.1 |
| Advisers | 41.3 | 37.0 | 34.8 |
| Support | 0 | 0 | 0 |
Which access channels have been delivered from the contact centre in each of 2016, 2017 and 2018 – Telephone, email and online forms
Which service lines have been delivered from the contact centre in each of 2016, 2017 and 2018 – Contact Us
Which telephony system is used in the contact centre – Netcall Liberty Contact Centre
Which system is used to manage e-mails in the contact centre – Office 365 Outlook
Which system is used to manage queues in the walk in centres – Devon County Council do not have officially designated walk in centres, therefore do not hold this information. We do have office buildings, some of which are accessible by the public.
Which systems provide online forms for customers to use
None of the systems per say provide online forms, although some systems have self serve activity that can be completed through the system
Which Customer Relationship Management system (or equivalent) is used in the contact centre
We do not hold this information.
Which key metrics are used in the contact centre, split by access channel and covering speed of response, enquiries handled / abandoned, enquiry quality and enquiry resolution
Percentage of calls handled in 20 seconds or less, percentage of calls handled, individual adviser quality is checked via monitoring of call handling and email responses.
Which systems are used in the contact centre for each service?
Each service uses a dedicated case management application, details in the table below.
| Service | System |
| Adult Social Care | CareFirst |
| Childrens Social Care | Eclipse and CareFirst |
| Concessionary Bus Passes | Devon Wide |
| Highways | WDM |
| Registrars -Births | Zipporah |
| Blue Badges | National Online Application Facility, National BBDS Database, In house Case Management |
| Schools and education | Capita One and Citizens Portal, TRAMS |
| Parking | Chipside |
| Libraries | Spark |
| Waste and Recycling | Waste Booking |
Which online forms are used by customers to access each service and are these forms integrated into the service system –
There are numerous online forms used by individual services, provided using Orbeon Forms. Forms are not generally integrated into applications. Customers can find links to forms on our public website and can be signposted to these for example – see Popular Task links e.g. Making a Payment
Performance
| Enquiry | 2016 | 2017 | 2018 |
| How many calls were offered | 511049 | 502713 | 480528 |
| How many calls were answered by a person | 413164 | 391567 | 344700 |
| What was the average time to answer calls(secs) | 56 | 67 | 137 |
| What was the average call handling time (secs) | 359 | 365 | 373 |
What percentage of calls were quality checked
What was the average call quality score
What was the first contact resolution rate for calls
How many customers visited the walk in centre(s)
How many visits were handled by a triage / front desk function
How many visits were handled as a walk in interview
How many visits were handled as an interview scheduled by appointment
The average triage / front desk visit handling time
The average walk in interview length
The average appointment interview length
The average wait to be seen for a walk in interview
What percentage of visits were quality checked
What was the average visit quality score
What was the first contact resolution rate for visits
Number of e-mails received from customers
Number of e-mails handled in the contact centre
Number of e-mails passed to back office service lines
Average staff time to handle an e-mail in the contact centre
Average time to respond to an e-mail in the contact centre
What percentage of e-mails were quality checked
What was the average e-mail quality score
What was the first contact resolution rate for e-mails
How many web chats were started
How many web chats were completed
Number of customers referred to alternate staffed channels
Number of customers referred to online channels
Average staff time to handle a web chat
Average number of simultaneous chats handled per member of staff
Average percentage of web chats that were quality checked
What was the average web chat quality score
What was the first contact resolution rate for web chat
What was the customer satisfaction score for each service line
What was the customer satisfaction score by access channel
For all the questions above, we do not hold this information.
What was the overall customer satisfaction score and how many customers completed surveys to deliver this score
| Year | Customer Satisfaction Score | Number of surveys completed |
| 2016 | 98% | 3512 |
| 2017 | 98% | 2159 |
| 2018 | 96% | 728 |