Handling Consumer Complaints Update

July 2004

Agenda• Performance overview

– Telephony– Receipts– Closures/Production– WIP– Age profile– Casework quality/LSO

• Update on key initiatives• LSCC/ LSO• Questions

Telephony

Helpline Service Level

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04 Apr-04 May-04 Jun-04

Systems/data issues

Abandon Rate

0%

1%

2%

3%

4%

5%

6%

Jul-03 Aug-03 Sep-03 Oct-03 Nov-03 Dec-03 Jan-04 Feb-04 Mar-04 Apr-04 May-04 Jun-04

Systems/data issues

Casework - Production

Receipts

1523 1276 1431 1475 1313 1269 1364 1527 1758 1332 1358 1522

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Closures

0

200

400

600

800

1000

1200

1400

1600

1800

2000

1672 1254 1532 1718 1663 1374 1565 1756 1720 1515 1414 1567

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Closure Rate

1173 1141

14861585

16801499

0200400600800

10001200140016001800

Quarter 12003

Quarter 22003

Quarter 32003

Quarter 42003

Quarter 12004

Quarter 22004

Average ( per month)

Caseload Movement

-400

-350

-300

-250

-200

-150

-100

-50

0

50

100

Jul-03

Aug-03

Sep-03

Oct-03

Nov-03

Dec-03

Jan-04

Feb-04

Mar-04

Apr-04

May-04

Jun-04

Work In Progress (Month End)

8624 8646 8545 83027952 7847 7646 7417 7455 7272 7216 7171

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

10000

Jul-03 Aug-03

Sep-03

Oct-03

Nov-03

Dec-03

Jan-04

Feb-04

Mar-04

Apr-04

May-04

Jun-04

Work In progress movement to year end target

50%

56%

100%

0% 20% 40% 60% 80% 100%

Year end WIP 6635cases

Current WIP

Current month target

Closures as % WIP

0%

5%

10%

15%

20%

25%

Jul-03

Aug-03

Sep-03

Oct-03

Nov-03

Dec-03

Jan-04

Feb-04

Mar-04

Apr-04

May-04

Jun-04

Unallocated cases by Month

0

200

400

600

800

1000

1200

1400

1600

1800

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Conduct

Service

Casework Summary - Production

• Production capacity consistently meeting/exceeding level of demand.

• Unallocated matters are now down to 692 for Service matters and 951 for Conduct.

• WIP falling but at a slower rate

Casework Quality

LSO Index

OLSO Referrals

Referral of Matters to the LSO

0%

1%

2%

3%

4%

5%

6%

7%

8%

9%

10%

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Per

cent

age

of C

losu

res

2003-4 Ex Gratia Payments

£0

£10,000

£20,000

£30,000

£40,000

£50,000

£60,000

£70,000

£80,000

£90,000

£100,000

Jun-03

Jul-03

Aug-03

Sep-03

Oct-03

Nov-03

Dec-03

Jan-04

Feb-04

Mar-04

Apr-04

May-04

Customer Satisfaction

C&R, London Customer Satisfaction with Service

Age Profile Of Closures

June year todate

Target

3 Months 54% 53% 60%

6 Months 72% 71% 75%

12 Months 87% 88% 85%

18 Months 94% 95% 97%

21 Months 96% 98% 100%

Live Cases - Pre 2002 as at 1 July 2004

Number Re-Open

Pre 2000 6 6

2000 13 12

2001 74 19

Organisation Design

• Senior management recruitment process complete. Head of Customer Service started 22 June and Head of Service Excellence to start 5th July.

• Caseworker assessment process to be piloted in London.

• Structural plans for Customer services complete - awaiting recruitment of additional Customer Service Manager.

Casework Initiatives

• Review of all initiatives undertaken.• Prioritisation of initiatives agreed at

Compliance Board. • Updated Status report to be circulated• Outsourcing goes live from 12th July for

IPS

LSCC

• PA Consulting reviewing 300 case files

• Draft C.C.S. plan submitted at end of May - formal plan expected September /October.

LSO• Draft annual report shared with

C.C.S. Director in advance of publication

Questions