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PI AP CTC 001 Average wait time for calls into the contact centre |
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Code |
Title |
Due Date |
Progress Bar |
Assigned To |
Latest Note |
Note Date |
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PI AP CTC 01.01 |
Implement an Automated Switchboard |
31-Jan-2013 |
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Sandra Marchant |
Q3 Update - Implementation of the system is still in progress however no live date is scheduled yet. IT resource is still required to assist with the implementation of this. |
23-Jan-2013 |
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PI AP CTC 01.02 |
Contact Centre resources |
30-Jun-2013 |
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Louise Wenzel |
Q3 Update - Two Volunteers have been interviewed and one of them has been offered a 6-month placement in the Contact Centre on a voluntary basis. Initially this will just be for 2 days a week and the new Volunteer is due to start on Tuesday 29 January 2013. |
23-Jan-2013 |
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PI AP CTC 01.03 |
Cross training of Contact Centre CSAs |
31-Dec-2013 |
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Louise Wenzel |
Q3 Update - A lot more cross training of Customer Service Advisors in the Contact Centre has been undertaken during the last quarter. More staff are now able to handle more services however the cross training still continues. |
23-Jan-2013 |
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PI AP CTC 01.04 |
Maintain a fully resourced Contact Centre |
31-Dec-2013 |
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Sandra Marchant |
Q3 Update - The Contact Centre did not have any vacant posts at the end of year however one member of the team was on long term sick leave. This has resulted in a resignation with effect from January 2013 leaving a vacant post. In addition, 3 members of the team will commence maternity leave in March, July and August so this will have an impact on the team. An Assessment Centre is being arranged for 6 March 2013 and an advert for all vacancies will go out soon if permission is granted. |
23-Jan-2013 |
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PI AP CTC 01.05 |
Channel Shift |
31-Dec-2013 |
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Sandra Marchant |
Q3 Update - A beta (test) version of the new website will be issued to all staff for their comments by the end of January followed by gaining feedback from customer focus groups. The new website will be live sometime in April. New self-serve forms will be developed after this. A self-serve process for booking a bulky collection will be available from sometime in January. |
23-Jan-2013 |
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PI AP CTC 002 Percentage of visitors to the Gateway responded to within 20 minutes |
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Code |
Title |
Due Date |
Progress Bar |
Assigned To |
Latest Note |
Note Date |
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PI AP CTC 02.01 |
Gateway resources |
31-Jan-2013 |
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Laura Mason |
Q3 Update - The Gateway continues to use one of the Apprentices and will do so until March 2013. |
23-Jan-2013 |
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PI AP CTC 02.02 |
Maintain a fully resourced Gateway team |
31-Dec-2013 |
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Sandra Marchant |
Q3 Update - The Gateway currently has 2 vacant full time posts and also needs to recruit for one additional CSA using funding from Arriva to help with the additional workload. An Assessment Centre is being arranged for 6 March and an advert will go out shortly provided permission is granted. |
23-Jan-2013 |
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PI AP CTC 02.03 |
Channel Shift |
31-Dec-2013 |
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Sandra Marchant |
Q3 Update - A beta (test) version of the new website will be issued to all staff for their comments by the end of January followed by gaining feedback from customer focus groups. The new website will be live sometime in April. New self-serve forms will be developed after this. A self-serve process for booking a bulky collection will be available from sometime in January. |
23-Jan-2013 |
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PI AP HSG 005 Number of households prevented from becoming homeless through the intervention of housing advice |
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Code |
Title |
Due Date |
Progress Bar |
Assigned To |
Latest Note |
Note Date |
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PI AP HSG 5.1 |
Service improvements for customers at risk of mortgage repossession – A relationship is being built with financial providers to alert the council when possession procedures. |
30-Nov-2012 |
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Pauline Meaney |
Action completed and advice pack implemented for new cases |
21-Jan-2013 |
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PI AP HSG 5.2 |
Review of Rent Deposit Bond Scheme – to increase the availability of accommodation in the private rented sector available to customers threatened with homelessness |
31-Dec-2012 |
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Neil Coles |
Work progressing with review of scheme and relaunch - currently finalising details before seeking Cabinet Member decision. Completion date expected to slip to 31/03/13. |
21-Jan-2013 |
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PI AP HSG 5.3 |
Delivery of multi-agency support group for young people – to identify needs of vulnerable young people before they become homeless |
31-Jan-2013 |
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Pauline Meaney |
Work ongoing to set up agreed approach across a wide multi-agency group of stakeholders. This action may slip as a result, but expected to be completed by 31/03/13. |
21-Jan-2013 |
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PI AP HSG PS 002 Number of homes occupied by vulnerable people made decent |
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Code |
Title |
Due Date |
Progress Bar |
Assigned To |
Latest Note |
Note Date |
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PI AP HSG PS 2.1 |
Implementation of ‘Coldbusters’ grant scheme to deliver replacement boilers and central heating systems for qualifying residents |
30-Nov-2012 |
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Nigel Bucklow |
Scheme awaiting final sign-off by Legal Services before implementation. |
21-Jan-2013 |
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PI AP HSG PS 2.2 |
Review of reporting structure for IT system to ensure accurate reporting of outcomes |
31-Dec-2012 |
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Action completed. |
21-Jan-2013 |
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PI AP HSG PS 2.3 |
Completion of review of Housing Assistance Policy to meet current demand and economic climate |
31-Mar-2013 |
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Neil Coles |
Work progressing with drafting policy before consultation and Cabinet Member decision. |
21-Jan-2013 |
