National Indicator 14 – The reduction of avoidable contact in the public sector

Following on from the Varney Review ‘Service transformation – a better service for citizens and businesses, a better deal for taxpayers’ and the Comprehensive Spending Review (CSR 07) the Government has introduced a series of new measures to demonstrate ‘Best Value’. Number 14 (NI 14) has been the topic of much debate and has caused controversy across the country.

This white paper helps Contact Centre Managers in the public sector to understand the relevance of NI14 in how they measure and manage their operations. It acts as a tutorial for managers in how to achieve a step level improvement in Customer Experience by using the measurement of avoidable contact to identify opportunities for Service Improvements that can both reduce cost and improve Customer Satisfaction.

This document  covers four areas:

1. Background to the NI 14 and the definition of ‘avoidable contact’
2. The key challenges to collecting data that can measure avoidable contact
3. The Performance Management Framework for reporting contact centre performance
4. Potential sources of improvement that Contact Centre Managers should identify to reduce avoidable contact and how RXP can help you achieve these benefits.
   

The white paper concludes with a checklist of key questions that will help you to move from handling low value contact and focus on contact that adds higher value to your organisation.

RXP White Papers contain thought leadership and knowledge created from the combined experience of our consultants.

Download your free copy of National Indicator 14 – The reduction of avoidable contact in the public sector