Contractors Services and Repairs by sdk14129

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									Southwark and Vangent in Partnership
                                         Opti-Time in a
                                        Customer Service
                                       Centre Environment
                                           In Motion 2008

                                            22nd April 2008
Southwark and Vangent in Partnership
                                       Southwark’s Community
                                                                     Our Community




                                                   Applying the vision of real Transformation
                                                   to a forward thinking, but very deprived
                                                   borough. Making it work here
                                                   demonstrates that it can be done
                                                   anywhere across the UK.


                                                                                                2
Southwark and Vangent in Partnership
                                           Facts and Figures


                                       • 35,000 repair calls per month
                                       • 7,500 R&M appointments / month
                                       • 2 repairs contractors include a DLO
                                       • 55,000 Council properties including 40,000
                                         tenants and 15,000 leaseholders
                                       • Largest landlord in the South of England



                                                                                      3
Southwark and Vangent in Partnership        Opti-Time in a
                                           Corporate booking
                                             Environment
                                       Decision taken by council in early 2006 to implement
                                       Opti-Time as their corporate booking system
                                       Proof of concept carried out in Registrars in the
                                       Autumn of 2006
                                       Implemented for housing repairs in Spring 2007
                                       Examples of feature services that will be implementing
                                       Opti-Time
                                          -Bulky waste
                                          -Pitch Booking


                                                                                                4
Southwark and Vangent in Partnership     Customer Services
                                          Centre (CSC) in
                                            Southwark

                                       • Outsourced customer service centre run by Vangent on a 10
                                         year partnering contract – currently 3 years into the
                                         programme
                                       • Located in the Borough of Southwark at offices in London
                                         Bridge
                                       • All calls into the Council come into the CSC - around
                                         160,000 calls per month
                                          – 35,000 of these are housing repair calls
                                       • In addition to running the Call Centre the partnership
                                         delivers transformation, management and business process
                                         re-engineering projects.


                                                                                                     5
Southwark and Vangent in Partnership       What were
                                        people telling us?

                                       • Issues around how we talk to people, write to people, speed of
                                         response, how we say things and saying sorry
                                       • The repairs service needs to be improved (CSC, area offices and
                                         contractors)
                                       • Also lifts, pests, heating …
                                       • Bureaucracy not results
                                       • Disconnect between performance data and reality
                                       • Hard to get a clear answer
                                       • It‟s always someone else's fault
                                       • Inward looking and slow to celebrate success




                                                                                                           6
Southwark and Vangent in Partnership



                                       What we did

                                       (Feb 1st – May 11th 2007)




                                                               7
Southwark and Vangent in Partnership          What we did
                                                     cont‟d...


                                       • Looked at the best examples of existing OPTI-Time installations
                                         – mainly repairs Contractor orientated with an „add on‟ call
                                         centre

                                       • Took this concept a stage further by creating a joint Repairs
                                         Control Centre including the 3 Repairs Contractors – Southwark
                                         Building Services, Morrison, Erinaceous, Housing Client and Call
                                         Centre partners Vangent

                                       • Detailed process mapping took place over a series of workshops
                                         with all parties



                                                                                                            8
Southwark and Vangent in Partnership
                                           What we did
                                                 cont‟d...



                                       • Repairs Oracle designed and agreed by all parties
                                       • Final processes and procedures agreed with all
                                         parties




                                                                                             9
Southwark and Vangent in Partnership                     RCC Organisation Chart
                                                                RCC Organisational chart
                                                                           Repairs Control Centre
                                                                                CSC, Cottons Centre




                                                                            Daniel Rankine
                                                                          RCC Team Manager




                                                      SBS          Morrison                              AHO            CSC
                                                   Management     Management                          Management     Management
                                                     Team           Team                                 team          Team




                                                                                                         Housing
                                                      SBS           Morrison                                        Vangent/Ros Support
                                                                                                          Client
                                                    Planners        Planner                                            Representives
                                                                                                         Officers




                                                    Backup            Backup                             Backup            Backup
                                                     Cover             Cover                              Cover             Cover




                                                                                                                                          KEY OF STRUTURE

                                                                                                                                  _____ = Direct Line Management
                                       VERSION 5                                                                                ----- = Operational Line Management
                                        13/04/08




                                                                                                                                                               10
Southwark and Vangent in Partnership
                                               The Approach

                                       • Joint Project Team meetings held weekly
                                       • Regular workshops held with Contractors and
                                         Housing staff to design the Repairs Control Centre
                                         (RCC) and its processes/ procedures
                                       • Regular progress meetings with Contractors
                                       • „To be‟ business processes documented and agreed
                                       • The Repairs Oracle produced and reviewed with
                                         operations
                                       • SOD codes restructured and agreed



                                                                                              11
Southwark and Vangent in Partnership
                                          Approach Contd….

                                       • Interfaces developed between strategic systems
                                       • Separate OPTI-Time systems set up for each of the
                                         3 contractors
                                       • Quality Assurance (QA), User Acceptance (UAT) and
                                         Operational Readiness Testing completed
                                       • Contractors, Area Housing Offices and CSC trained




                                                                                             12
                                                                                             Housing Repairs CSC – R&M (CBHR phase 2.1 only) Standard repairs




Southwark and Vangent in Partnership                                                                                                                                                                                                                                                                       Attend job




                                                                                                               Customer                                                                              estate




                                                                                                                             Standard
                                                                                                                              repairs
                                                                                                                                                                                                                                                                                                             Opti-time
                                                                                                                                                                                                                                                                                                            appointment


                                                                                            CSR -customer service representatives




                                                                                                                                        Status updates
                                                                                                               Change appt
                                                                                                                                                                                                                                                                                                                             operatives




                                                                                                    New jobs




                                                                                                                                                                                                                                                                                                                                                                    Variations/follow-ups
                                                                                                                                                                                                                                                                                                                                Parts needed




                                                                                                                                                                                                                                                                                                                                                                          requests
                                                                                                                                                         iWORLD
                                                                                                  CRM + opti-time                                         iWORLD
                                                                                                  booking system                                         works order




                                                                                                                                                                                                                                                    R&M jobs Customer complaining of quality of job
                                                                                                                                                                                                     R&M jobs iWORLD warnings not to raise repair
                                                                                                                                                            R&M Jobs not completed and outside SLA
                                                                                                                                                                                                                                                                                                                            Contractor                         Contractor
                                                                                                                                                                                                                                                                                                                             Admin                             supervisor




                                                                                                                                                                                                                                                                                                                                               Variations/follow-ups, new
                                                                                Customer Service Centre
                                                                                Located at Cotton’s Centre




                                                                                                                                                                                                                                                                                                                                                      appointments
                                                                                Responsible for raising standard repairs
                                                   iWORLD                       Initial investigation of jobs not done
                                                                                Escalating jobs not done outside SLA
                                                  iWORLD works                  For R&M – booking appointments
                                                     order
                                                           Complex jobs




                                                                                                                                                                                                                                                                                                                 Repairs Control Centre
                                                                                                                                                                                                                                                                                                              – senior contractor supervisors,
                                                                                                                                                                                                                                                                                                      AHO reps, senior CSC resolution officers

                                                                                                                                                           Responsible for authorising variation and follow-ups,
                                                                                                                                                           ensuring all jobs have appointments, re-arranging
                                                                                                                                                           operatives, investigating quality and jobs outside SLA
                                                                                                                                                                                                                                                                                                                                  Located at
                                                                                               Request to authorise                                                                                                                                                                                                          Cotton’s Centre
                                                   AHO                                           v.complex work
                                                                                AHO
                                                                          repairs manager

                                       Located at 8X area offices
                                       Responsible for complex repairs,
                                       voids, disrepair, complaints
                                                                                                                                                                              Author: K. A Maddock-Lyon
                                                                                                                                                                              Version 1.0 16th April 2007




                                                                                                                                                                                                                                                                                                                                                                                            13
Southwark and Vangent in Partnership   Customer Service Centre and RCC




                                       RCC                           CSC




                                                                         14
Southwark and Vangent in Partnership              Housing Repairs yielding efficiencies
                                                                                      CRM integrates with i-World     RCC Planner
                                                                                        to create Works Order         receives i-World
                                                                                                                      Works Order and
                                                                                        CRM integrates with Opti-     time/date for repair
                                                                                       Time to offer available time   appt.
                                                                                             slot for Repair

                                                                                                                                           RCC Planner
                                         Southwark                                                                                      assigns available
                                       resident calls                                                                                  operative to attend
                                       0800 Housing                                                                                    repair. Completed
                                        Repairs line                                                                                  repair is entered into
                                                                                                                                         i-World, CRM is
                                                               Agent logs details                                                         integrated and
                                                              into CRM, confirms      Vangent’s RCC Resolution
                                                                                                                                           automatically
                                                                appointment and          Officer handles Non-
                                                                                                                                       updated by i-World
                                                               provides reference      Standard Repairs that are
                                                  Phone       number to customer      referred directly to RCC via
                                                                                        CRM Complex Enquiry
                                                 Switch
                                       Phone
                                                 System
                                                                                                                                    Council’s RCC
                                                 routes
                                                                                                                                    Housing Officer
                                       Web       call to                                                                            provides review &
                                                  next                                                                              quick authorisation for
                                                 agent                                                                              over-limit repairs;
                                       Email
                                                                                      Resolution Officer
                                                                                      liaises with Council’s                        Council’s Area
                                                           Agent to conduct follow-   RCC Housing Officer                           Housing Officers
                                                           up customer satisfaction   for exceptions and                            conduct onsite post-
                                                            surveys and log details   escalation                                    inspection of repair
                                                            into CRM for reporting                                                                   15

                                                                                                                                                        15
Southwark and Vangent in Partnership    Housing Repairs
                                       outcomes- Update
                                       •   95% of appointments kept

                                       •   85% of repairs completed on first visit

                                       •   30% reduction in “Emergency Repairs”

                                       •   Significant efficiency savings for the Council

                                       •   Improved consistency of service and reporting

                                       •   Customer follow-up surveys are capturing the
                                           benefits

                                       •   Established an integrated partnership model for
                                           application to other services



                                                                                             16
Southwark and Vangent in Partnership
                                            What are people
                                            telling us now?
                                       • Tenant was very happy with the work that was
                                         completed
                                       • Tenant is very happy with the service, and is glad to
                                         get the text message reminders as they had
                                         forgotten about the appointment
                                       • Customer stated that the repair and the response
                                         was excellent!
                                       • Tenant was very happy with the works that were
                                         done. Stated the operative was very nice and
                                         worked very hard to complete the job.

                                                                                                 17
Southwark and Vangent in Partnership      What are people
                                          telling us now?
                                          contd..

                                       • “Call Centre is a very efficient, excellent service”
                                       • The tenant was very pleased with the efficiency of
                                         booking
                                       • Tenant was unhappy that she has still not received
                                         help from council with additional repairs needed




                                                                                                18
Southwark and Vangent in Partnership     Savings Achieved


                                       • Estimated reduction for carrying out less
                                         emergency work - £400k pa
                                       • Estimated reduction through reduced variation
                                         administration - £100k pa
                                       • Reduction in the number of CRM queries to the
                                         Area Housing Office – to be identified
                                       • Estimated reduction in the number of pre
                                         inspections carried out - £40k pa



                                                                                         19
Southwark and Vangent in Partnership                                      Repair priorities –
                                                                           pre & post RCC
                                                                                                 Percentage of RM2000 jobs raised by priority

                                             60.00%

                                                                Pre-RCC                                 Post-RCC
                                             50.00%



                                             40.00%



                                             30.00%


                                             20.00%



                                             10.00%



                                              0.00%
                                                      01.2007   02.2007   03.2007   04.2007   05.2007    06.2007   07.2007   08.2007   09.2007   10.2007   11.2007   12.2007   1.2008   2.2008   3.2008

                                       Priority 6     18.02%    18.63%    21.15%    18.24%    20.3%      20.7%     19.3%     19.5%     18.7%     18.56%    19.32%    16.25%    17.44%   20.32%   21.47%
                                       Priority 5     1.75%     1.50%     1.83%     1.82%      7.2%       7.2%      5.7%      6.5%      5.9%     6.08%     6.21%     5.72%     6.54%    5.81%    5.64%
                                       Priority 4     13.82%    11.89%    12.26%    12.34%    17.2%      18.0%     17.1%     18.3%     18.2%     17.89%    18.11%    17.53%    20.61%   20.51%   19.16%
                                       Priority 3     19.53%    20.93%    21.21%    19.34%    19.5%      20.4%     19.6%     19.1%     19.4%     19.58%    19.44%    18.72%    20.10%   18.50%   15.99%
                                       Emergencies    46.87%    47.05%    43.55%    48.25%    35.8%      33.8%     38.3%     36.7%     37.8%     37.89%    36.92%    41.78%    35.32%   34.87%   37.73%




                                                                                                                                                                                                    20
Southwark and Vangent in Partnership         CSC Performance (Housing repairs only)
                                        45,000                                                                                                                                         100 %

                                                                           RCC Started
                                        40,000                                                                                                                                         90 %



                                                                                                                                                                                       80 %
                                        35,000


                                                                                                                                                                                       70 %
                                        30,000


                                                                                                                                                                                       60 %

                                        25,000

                                                                                                                                                                                       50 %

                                        20,000

                                                                                                                                                                                       40 %


                                        15,000
                                                                                                                                                                                       30 %


                                        10,000
                                                                                                                                                                                       20 %



                                         5,000                                                                                                                                         10 %



                                                 0                                                                                                                                     0%
                                                     03.2007   04.2007   05.2007   06.2007   07.2007   08.2007   09.2007   10.2007   11.2007   12.2007   01.2008   02.2008   03.2008

                                       Offered       26,983    23,323    36,295    35,441    40,183    36,340    34,292    42,239    41,225    35,471    42,259    38,032    38,622
                                       Answered      24,909    21,403    26,625    30,167    30,918    31,383    29,588    35,727    34,675    29,860    37,098    31,588    32,514
                                       SLA            87 %      87 %      70 %      80 %      74 %      80 %      78 %      75 %      72 %      71 %      78 %      73 %      74 %
                                       Abandon        3%        5%        18 %      8%        14 %      7%        7%        9%        9%        10 %      7%        10 %      8%




                                                                                                                                                                                       21
Southwark and Vangent in Partnership
                                              Increased Use of Opti-Time
                                                      Volume of P3-P6 Appointments in Opti-Time 2007/8



                                       9000

                                       8000

                                       7000

                                       6000

                                       5000

                                       4000

                                       3000

                                       2000

                                       1000

                                         0
                                              May   June   July   Aug   Sept   Oct    Nov   Dec    Jan   Feb   March




                                                                                                                  22
 Southwark and Vangent in Partnership




                =

23
Southwark and Vangent in Partnership
                                         Plans for next
                                           6 months
                                       • Develop the Repairs Control Centre to fully include the
                                         Streetleaders service
                                       • Evaluate the processes for repairs
                                       • Emergency repairs included in Opti-Time
                                       • Implement new business rules for the heating and hot
                                         water service
                                       • Implement new processes to improve the out of hours
                                         service to residents
                                       • Pilot a mobile working solution for housing staff and
                                         contractors, that can be rolled out across all services.
                                       • 100% call backs to customers
                                       • Review pest control processes



                                                                                                    24
 Southwark and Vangent in Partnership
                                Any Questions




25
Southwark and Vangent in Partnership           Let us know how we may further help:

                                       Srinandhan Srinivasan               Daniel Rankine
                                       Market Development Manager          RCC Manager
                                       Cottons Centre                      Cottons Centre
                                       Cottons Lane                        Cottons Lane
                                       London                              London
                                       SE1 2QG                             SE1 2QG
                                       United Kingdom                      United Kingdom

                                       Tel: 020 7939 3600                  Tel: 020 7939 3679
                                       Fax: 020 7939 3691                  Fax: 020 7939 3526
                                       Srinandhan.srinivasan@vangent.com   daniel.rankine@southwark.gov.uk
                                       www.vangent.co.uk                   www.southwark.gov.uk




                                                                                                        26

								
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