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Contractors Services and Repairs document sample
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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)
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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
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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
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Southwark and Vangent in Partnership Customer Service Centre and RCC
RCC CSC
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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.
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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
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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%
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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
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Southwark and Vangent in Partnership
=
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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
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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
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