Council Connect
Contact Centre
Service Charter and Performance Targets
Service Charter and commitments
Performance targets and published
results
At Bath and North East Somerset Council Customer
Services we aim to comply with the following service standards to
ensure that we deliver a professional and efficient service to all
our customers.
The Council Connect Contact Centre aims to work in
partnership with customers, Council departments, and outside
organisations to negotiate the best solution possible. Our
professional service will provide you with accurate
information, and effective complaints handling, all with the
high levels of customer service that you would expect of a large
organisation.
We will
-
Ensure that all staff are polite and courteous at all
times.
-
Respond to 100% of customer complaints in accordance with
the timescales laid down by the
Corporate Complaints Policy.
-
Monitor the standards of our service against published targets,
and take action to rectify any shortfalls in provision within 5
working days. See our targets
section.
-
Seek the views of both our customers and clients on an
ongoing basis, with the intention of facilitating continuous
improvement. Log all feedback (be it complaints, compliments,
or general comments), give you a reference number, and pass this
information to the responsible officer.
-
Communicate a realistic expectation of what action will be
taken and when, and take as much time with you as is needed
for you to understand what is happening.
Performance Targets
At Council Connect we aim to
- Answer 80% of all calls within 20 seconds, with only 4% or less
being abandoned before they are answered.
- Log and respond to 100% of emails and web submissions
received during office hours, by the end of the
working day.
- Provide a courteous and efficient service to all of our
customers.
So how are we performing?
Our published results are shown in three sections, to
detail how we have been performing against our service
standards. If you want an explanation of how we collate these
results, a link is provided on each relevant page where
possible.
Performance Targets 2008
Performance Targets 2006/7
Performance Statistics 1998 - 2005
N.B. Our promises and aims are waived during times of
extreme conditions (e.g. civil emergency, bad flooding, dangerously
icy roads, act of god), during which time we prioritise to the
prevailing conditions.
