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Streamlining Customer Contacts: The CCR Project Overview and Achievements

The CCR Project aims to reduce unnecessary customer contacts by identifying, measuring, and prioritizing actions that eliminate inefficiencies while maintaining high service quality. Approved by the Board, the project aligns with our corporate strategy to simplify compliance and enhance service delivery. Key phases include analyzing contact reasons, engaging operational areas, and implementing strategies for reduction. Achievements so far include improved IVR menus, automated responses, and identifying root causes of frequent contacts. Ongoing efforts will continue to enhance contact reduction solutions for ultimate efficiency.

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Streamlining Customer Contacts: The CCR Project Overview and Achievements

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  1. Customer Contacts Reduction Project Presentation to QCS Network Seminar 13 December 2012

  2. Authority and Driver for CCR Project • Board and Heads of Division approved Project. Clear Governance • Corporate Strategy – “Make it easier and less costly to comply – design and deliver high quality services – develop a contact reduction strategy” • Aims of the Project – to identify, measure, prioritise and take the appropriate actions necessary to remove unnecessary contacts • Result Required • Remove unnecessary work for staff that arises from these contacts • Reduce inefficiencies in our processes while maintaining our high level of customer service

  3. CCRProjectTerms of Reference • Initial focus on Pay As You Earn • Prepare an analysis of customer contacts to inform 'marketing' initiatives or other suitable reduction solutions • Identify contacts by type, number and most burdensome to process (internal burden) • Prepare a profile of our contact channels and examine current services as “fit for purpose” • Identify priority contacts for early reduction phase and early inclusion into self service facilities • Inform the development of strategies and solutions to reduce/remove PAYE customer contacts

  4. Partnership and Project Plan • Engage Operational and Policy areas, IT support • 20% of contacts equate to 80% of service costs Stage 1 Identify most common contact reasons Stage 2 Measure volumes and burden Stage 3 Prioritise contacts - early solutions & long term strategies Stage 4 Develop and Implement strategies Stage 5 Evaluate and report • Monitor and measure benefits as solutions implemented • Continue to identify, measure, prioritise and develop

  5. Project Plan workings and tools used Contact Type Public Office Phone Post

  6. Progress to Date and next steps • Identified most common contact reasons across channels • Measuring and analysing burden is ongoing • Quick wins Data Sharing across Operational Areas Improve information on website • New more structured IVR menu • Automated email response Recommendations for IT enhancements

  7. Key Achievements • Identified top PAYE customer contact by phone, caller and post • Identified and examined the ‘root causes’ for contact types • Detailed study of management of contact to identify best practice • Identified information/service gaps and recommended solutions • Identified opportunities to reduce contact and initiated solutions

  8. Further enhancements • Identified opportunities for additional contact reduction solutions, some of which would involve developments and made recommendations. • Revenue Online Enquiry Form. • Revenue Online Help service. • Introduction of an email service embedded in PAYE Anytime. • Established Email Policy Review Group • Project Ongoing – more to do

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