Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th...
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![Page 1: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/1.jpg)
Overview & Scrutiny Committee
Portfolio Holder Update
Customer Access Councillor Simon Tobin
19th March 2009
![Page 2: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/2.jpg)
Customer Access
Customer Services Communications Information & Communications
Technology
![Page 3: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/3.jpg)
Customer Services
Accommodation project Staff restructure Call centre system Tools to assist Review payments & local office
services
![Page 4: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/4.jpg)
Accommodation Project
![Page 5: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/5.jpg)
Staff Restructure
Customer Services
Front Line Administration
![Page 6: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/6.jpg)
Call Centre & Other Tools
% Calls Answered within 20 seconds (2008)
0
20
40
60
80
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
![Page 7: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/7.jpg)
Communications
Local Government Review Re-launch web site Environment awareness campaigns Landmark project communications In Touch & Insight
![Page 8: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/8.jpg)
Local Government Review
![Page 9: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/9.jpg)
Updated web site – the old
![Page 10: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/10.jpg)
Updated web site – the new
![Page 11: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/11.jpg)
Communications - other
Environment awareness campaigns
Landmark project communications In Touch & Insight
![Page 12: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/12.jpg)
Communications - other
Article from April 2009 In Touch
![Page 13: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/13.jpg)
I.C.T.
Government Connect Accommodation improvements VOIP (Voice over IP System) Operating system upgrades PCI DSS (Payment Card Industry Data
Security Standards)
![Page 14: Overview & Scrutiny Committee Portfolio Holder Update Customer Access Councillor Simon Tobin 19 th March 2009.](https://reader036.fdocuments.in/reader036/viewer/2022062515/56649d265503460f949fd1c1/html5/thumbnails/14.jpg)
Customer Access
Any questions?