Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since...
-
Upload
moises-laurie -
Category
Documents
-
view
216 -
download
3
Transcript of Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since...
![Page 1: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/1.jpg)
Complaints
Presentation to Scrutiny Panel
on how Environmental Services has reduced complaints since 2009
Wednesday10th July 2013
![Page 2: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/2.jpg)
Introductions
Neil Greenhalgh – Head of Cleansing and Open Spaces (CBC)
Sarah Ritchie – Waste and Resources Manager (CBC)
![Page 3: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/3.jpg)
Refuse Collection & Street Cleaning
• Pre 2009 two contracts to collect rubbish and maintain clean streets
• Contract considered costly and not customer focused
• Input based e.g. clean streets on a frequency• Contractor put resources into reasons for failing
to deliver service e.g. not presented bins• Complaints and customer contact relatively high
![Page 4: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/4.jpg)
Customer ContactTotal Number of calls
2000
3000
4000
5000
6000
7000
8000
9000
10000New ES Contract with Serco
introduction of recycling bins
![Page 5: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/5.jpg)
Customer Complaints2005-2009 vs 2009-13
No. of complaints 2005 - 2009
88
122 123
157
0
20
40
60
80
100
120
140
160
180
2005/06 2006/07 2007/08 2008/09
No. of complaints 2009 - 2013
129
65
26
73
0
20
40
60
80
100
120
140
2009/10 2010/11 2011/12 2012/13
![Page 6: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/6.jpg)
Turning the Service AroundIn renewing our contract we wanted to…• Change perception and reality• Secure a contractor that could deliver quality
front-line services• Meet the needs of the customer• Reduce complaints & Improve customer
satisfaction• Implement rewards/penalties for performance
![Page 7: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/7.jpg)
Environmental Services Contract
• Customer focused in its design• Evaluation criteria• A new approach: KPI’s & LPI’s• Lessons learnt - Identify complaints, meet with
key stakeholders and learn• You said, we did• Key partners to manage complaints e.g. CC,
Community Champions, Customer Service Centre
• Develop IT solutions to integrate with CRM
![Page 8: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/8.jpg)
Number of complaints year on year..
129123
88
122
157
26
65
73
0
20
40
60
80
100
120
140
160
180
No. of complaints
Linear (No. of complaints)
Evidence …
![Page 9: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/9.jpg)
Proportion of complaints related to ES
0.61%
10.93%
15.24%
25.57%
23.54%27.67%
29.29%30.96%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
Overall percentage %
Linear (Overall percentage%)
Evidence …
![Page 10: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/10.jpg)
Collections per complaint
55,58048,208
27,69428,790
39,913
22,37228,556
140,006
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12 2012/13
Evidence …
![Page 11: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/11.jpg)
Improving Satisfaction
Customer Satisfaction Levels
90.93%92.67%
94.45%
96.00%
78.60%78.13%
76.88%76.25%
60.00%
70.00%
80.00%
90.00%
100.00%
2010/11 2011/12 2012/13 2013/14
KPI 7
KPI 8
Linear(KPI 7)Linear(KPI 8)
![Page 12: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/12.jpg)
Complaints vs ComplimentsComplaints vs Compliments
6558
100
73
0
20
40
60
80
100
120
2011/12 2012/13
Complaints
Compliments
![Page 13: Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013.](https://reader035.fdocuments.in/reader035/viewer/2022062621/551bc938550346b9588b4faa/html5/thumbnails/13.jpg)
Next Steps
• Continuous improvement – e.g. emails populated directly onto Lagan
• Target setting• Contract extension/renewal• Lagan development – Lagan 8• Greater emphasis on internet based contact• Best practice• Performance monitoring & adjustment