NI 14 - Reducing the cost of avoidable contact
National Indicator 14 is
one of 198 indicators against which local government will be assessed
within its new performance management network set up to improve customer
service and reduce costs.
The indicator aims to reduce avoidable contact between local authorities and their communities - or more precisely those calls which are of little value to either the citizen or local authority, such as repeated calls to chase progress on service requests. A number of pilots are already operating around the country, and they're paying dividends, with many councils already seeing reductions in avoidable contact.
A big, hot topic
NI 14 represents a different way of thinking about the demand that local
government frontline staff receive. It has implications that cut across
both public and private sector organisations that cater for people at
every level of service - from contact centres to retail.
If you want to reduce the cost of avoidable contact, while improving the quality of your training delivery, call Kellie on 0845 230 8500 or email amazingpeople@calcomgroup.com.