2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                        8 FEBRUARY 2022

   |         Year on Year Comparison 2020-2021 (calendar year)
               Q              Dm                                           LY                   —o
                                                (eo)                                            =s
                                Emails        Front counter    Knowledge     Online chat       Requests
             Inbound calls   Responded to      interactions     updates      interactions     Generated
               52,05,           4,527            10,956         6,69            3,202         17,80
               2,145            431                sa            1139            73            3,863

              Performance against Key Performance Indicators (KPI's)

                 e  Average Speed of Answer (ASA) was 37 seconds (2020) and 37 seconds (2021) (Target
                    <60 seconds)
                 e  Grade of Service (GOS) 78% (2020) 77% (2021) of calls were answered within 60 seconds
                    (Target 80%)
                 e  Abandoned (Abn) rate was 7% 2020 and 6% 2021 (Target 10%)
                 e  First Call Resolution (FCR) was not measure in 2020 and achieved 62% (2021) (Target
                    >60%).
                 e  Average Handling Time (AHT) was 4min 14sec (2020) and 5min 03sec (2021)

             Year on Year KPI Comparison 2020 and 2021
                                    Average           Average Speed of | Abandoned           First Call
                                    Handling Time     Answer             Rate                Resolution
                }2021           |      Smin 43sec | 37seconds          |        6%         |       2%
                 Comparison to         T 49 sec        +> No                     1%           Not recorded
                 2020                                      change

             Commentary on Statistics
                 e  The decrease in inbound calls, and online chats this year compared to last year can be
                    attributed to the impact COVID-19 had on customers and the customer service branch
                    in the year prior, with an increase in calls to council in 2020 from confused customers
                    seeking clarity on the restrictions being implemented. Additionally, COVID-19 forced
                    the closure of all face-to-face council counters for a period of just over 2 months
                    (March to June 2020), which resulted in increased call volumes for this period not
                    replicated in 2021.
                 e  Anincrease to the email interaction this year is a result of some broader marketing and
                    take up of the Snap Send Solve app and its growing popularity.
                 e  Requests entered by the Customer Service branch have significantly increased this year
                    and can be attributed to process changes within a number of other business units
                    requiring additional requests to be loaded which were not loaded previously.
                 e  This year we saw an increase in the number of face-to-face interactions compared to
                    last year due to the counter being open all year with minimal COIVD disruption.
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