Delivery & Innovation Division NICIC Story

1. Delivery & Innovation Division NICIC Story John Napier Northern Ireland Citizen Interaction Centre

2. NICIC Solution • Computacenter Contract • Lagan Frontline CRM • Aspect ACD System • 8 sites across NI • Mixed team sizes • Manual answer

3. NICIC beset by problems from the start • Technical • Contractual • Business & Service Processes • Interface with Departmental Business Areas • Government understanding of citizen?

4. Deloitte Report to PSG Spring 2005 • Deloitte research (Q4, 2004/05 financial year) found that: • the average time for NICIC to answer in-bound calls was 21 seconds; with • 64% being answered within 20 seconds. • The customer experience is very poor • High abandoned call rates • Lack of MIS analysis and quality focus • High number of unanswered calls • Very long waiting and handling times • Evidence of poor behaviour in Departments/Agencies

5. BDS Review Spring 2005 • 6 months to provide: • “Northern Ireland Citizen Interaction Centre services which will meet the requirements of the eGovernment Unit’s new Contact Centre Strategy” • “or identify an alternative approach if this proves to be impossible”.

6. PWC – Autumn 2005 • Brought in private expertise – Price Waterhouse • Set up Service Improvement Team • Developed training programmes for staff and supervisors • Open, transparent discussion with Trade Union and staff • Independent (but equally aggressive) management of suppliers • Held detailed discussions with departmental business areas and other stakeholders

7. Gem 2006 • Private sector Contact Centre provider • Movement away from switchboard service to full contact centre activity • Two phased pilot activity • Review the organisational layout • Undertake demonstrator activity • Demonstrator suite set-up in Clare House • Metrics reflect 1st point of contact resolution

8. Improve & certify infrastructure Deliver Agreed SLA Support NI Direct Develop new services & opportunities Increase Customer Base Provide Best Valueservices Results UK accreditation CCA quality Assurance Blind Internal & external Monitoring Provide fulfilment services Help Depts identify requirements Customers Implement Team & Management structure Implement IVR & Voice recognition Server & Pcupgrade Replace Call Recording Rationalise NICIC sites Internal business processes Re-organise staff into teams of 12 plus EO2 manager Multi-skill workforce to ensure FPOC fulfilment Train staff in line with CCA accreditation Introduce flexible working Organisational Learning and Growth

9. Virtual Contact Centre • NICIC provides a virtual contact Centre • Handles 5 million calls for NICS per annum • Provides Helpdesk services • Provides first point of contact resolution • Conducts internal & External surveys

10. FPOC service RCA VLA GRO AVIAN FLU Planning Service Records NI Platform Users Forensic Services Accounts NI Insolvency Service DARD Fulfilment Business

12. The ‘Citizen-centric’ Benefits Pyramid CITIZEN STAFF AGENCIES & ORGANISATIONS

13. Feedback from customers on delivery of new services Electronic Information Service (OFMDFM) I would thoroughly recommend the use of NICIC (Bryan McVeigh) Media Monitoring Service (NIO) We were delighted (Ken Mack) (Northern Ireland Citizen Interaction Centre (DFP) Its more personal, making customers feel you are taking time and the operators feel more valued by the positive feedback given to them. (Staff Mark Royal A) DARD I was tasked with developing a nitrates information line for DARD customers – at very short notice. It would have been impossible without NICIC’s responsiveness. As a result both front & back office systems have been set-up and went live within a week (Janice Barbour) Citizens Advice Citizens Advice is hugely impressed with the knowledge, and professionalism of staff and has seen a big improvement in service delivery (Jackie Gallagher) Rates Collection Agency I am delighted at the level of service that you and Glynis provided for us. The installation went according to plan, and any tweaks or issues were handled very quickly and effectively. I am also very grateful for the loan of the licences, which saved us a lot of money. Thank you. (John McAuley)

14. Progress so Far • Between March 2006 – April 2007 • 94% calls answered within 12 seconds • figures include a 5 second recorded message • SLA requirement is now 85% within 12 seconds • More flexible, confident and satisfied workforce

15. However • Current Quality of Service is not sufficient • Interface to Public Services is inconsistent • The ‘citizen’ now expects more • Extended Service Availability • Enhanced Services • Interaction using technologies they are comfortable with using • Need to present opportunities to gain operational efficiencies • Improve quality of life for staff interacting with the citizen • Current Quality of Service is not sufficient • NICIC receives 5M+ calls per annum (currently exceeding ministerial Service Level targets!) • 600,000 calls unanswered at backend • 100,000+ abandoned • Multiple calls to answer a single query • 656 Telephone numbers to access government services • Anecdotal evidence that specialist staff answering simple queries

16. New Citizen Channels NIDirect Citizen Online Services New Working Methods Step change in: New Working Environment HR Connect Account NI Records NI Workplace 2010 New Technological Foundation Newly Skilled People Centre for Applied Learning Network NI ICT Shared Services Efficiency Quality Effectiveness In the Reform Context

17. NIDirect: Vision For Government: • providing a single point of contact for citizens; • that brings together multiple channels; • incorporating a ‘one and done’ service; • becoming a ‘best of breed’ public sector contact and interaction centre. For Citizen: “I can access services with confidence in a way and at a time that suits me”.

18. Illustrative only NIDIRECT One-stop shop for all Northern Ireland Public Service Enquiries Call 101 from anywhere in NI for General enquiries, Agriculture, Environment, Consumerline, Land & Property, Culture, Arts and Leisure & Tourism Driving & Vehicles, Education, Health & Social Services, Roads & Transport, Jobs & Benefits, Services for Business, Pensions See also www.onlineni.gov.uk for more information

19. Health Edu NICS NIDirect in Practice Contact Approach • Not just a ‘call centre’ • User can select preferred channel • IVR Natural language Voice Response to speed up processing • Query answered at first point of contact • Multi-tier to ensure appropriate response to query • Interfacing to backend systems • Use of MIS & Analytical Tools for resource management and planning Tier 1 NIDirect Contact Centre IVR System CSRs Tier 2 Knowledge Base(s) Backend Systems

20. Organisations Informational Services Transactional Services Phase 1: Scope Organisations & Agencies + Information & Transaction Services

21. Telephony Web Other Media • Web Consolidation • DirectGov • Single No. • Phase - 0.5 • Phase - 1.0 • Digital TV • Kiosks • Text NIDirect Programme(s) Services: Tell Us Once MOT Application Additional Services Projects:

22. Organisations & Services Physical Media Telephony Web & Text Channels Programme Schedule Phase 1 Phase 2 Phase n 2010 2009 2008 Time