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Author: Vicky Davies
Publisher:
ISBN:
Category : Public welfare
Languages : en
Pages : 298
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Author: Vicky Davies
Publisher:
ISBN:
Category : Public welfare
Languages : en
Pages : 298
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Book Description
Author: Katharine McKenna
Publisher:
ISBN:
Category : Political Science
Languages : en
Pages : 290
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Book Description
Author: Great Britain: National Audit Office
Publisher: The Stationery Office
ISBN: 0102937184
Category : Political Science
Languages : en
Pages : 88
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Book Description
This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.
Author: Jo Corkett
Publisher:
ISBN:
Category : Employment agencies
Languages : en
Pages : 244
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Author: Colin Talbot
Publisher:
ISBN:
Category : Employment agencies
Languages : en
Pages : 74
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Author: Great Britain: Parliament: House of Commons: Work and Pensions Committee
Publisher: The Stationery Office
ISBN: 9780215027979
Category : Business & Economics
Languages : en
Pages : 100
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Book Description
During the past two years Jobcentre Plus has faced considerable upheaval in trying to accommodate both organisational change and meet the DWP target for efficiency savings (which requires the loss of 15,000 staff by March 20008). This report looks at how these changes have affected the ability of the Agency to meet its objectives in relation to: employment and training programmes; the capacity and role of Personal Advisors; the performance of the Customer Management System; the principles behind and the performance of Contact Centres. It concludes that too much was attempted too quickly, the planning and IT processes were not up to the job and service levels suffered. As a result Jobcentre Plus failed one of the tests of the Gershon programme that service quality should not deteriorate as a result of the efficiency process.
Author: GHK Consulting
Publisher:
ISBN:
Category : Business planning
Languages : en
Pages : 78
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Author: Chris Hasluck
Publisher:
ISBN:
Category : Employment agencies
Languages : en
Pages : 232
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Author: Al Ajeeli, Abid Thyab
Publisher: IGI Global
ISBN: 1615207902
Category : Political Science
Languages : en
Pages : 555
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Book Description
"This book assists its readers in recommending formulation of ICT strategies for e-government implementation and maintenance from the perspective of acknowledging the importance of e-Governance for building institutions to achieve transparency and accountability, and eventually democratic governance"--Provided by publisher.
Author: Mary Costello
Publisher:
ISBN:
Category : Occupational training
Languages : en
Pages : 134
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Book Description
