ntl helps North East Lincolnshire Council boost customer service

 

The project was set up in several phases so individual departments could prioritise their investments in upgrading their voice services. For example, some needed to invest in IT developments rather than in voice. They have been able to do this and continue to use their existing Centrex voice solutions.

 

The contact centre solution features Computer-Telephony Integration (CTI) that automatically brings up caller details, enabling agents to deal with calls efficiently and effectively and improving productivity by reducing the need for data entry. The solution also provides the council with valuable information about call volumes and patterns as well as a means of monitoring how calls are handled. This gives the council the visibility to manage staffing levels well and to maximise the value of its service.

 

“We were delighted to find that ntl had the relevant IP expertise and experience. They also offered the best package.”

The 2005 deadline for meeting e-Government targets is putting pressure on councils to offer better and more public services electronically, whether online or by telephone, all within tight council budgets.

 

In 2002, the council’s frontline services were struggling to cope with telephone enquiries. The council simply could not handle the number of calls it was getting. One team reported that just 37 per cent of calls were answered. This problem led to the public frequently complaining of poor service.

 

The Council’s Centrex system was providing PBX functionality to 3,000 extensions reliably and effectively, but was unable to deal with the number of calls which an automated call centre could deal with. To improve the public’s satisfaction with the council’s service, the council needed a contact centre with Automatic Call Distribution (ACD) and Customer Relationship Management (CRM) software. A system that could provide detailed call management information would also enable the council to identify and resolve inefficiencies. And, while the council recognised the need for a new solution, it also wanted to protect its existing investment in the Centrex system.

 

The council’s IT department was keen to move to a converged IP telephony and data network, because of the flexibility and scalability this type of infrastructure enables, as well as the operational cost efficiencies that come from having a single network that can be easily maintained centrally. But the council needed to avoid a big-bang approach that could result in high upfront costs, risks to the success of the project, diversion away from the council’s priorities, and disruption to day-to-day operations.

 

With these requirements, the supplier had to be a vendor-independent IP LAN and WAN expert, capable of integrating the old and new networks, and able to maintain the new infrastructure around the clock.

 

Appropriate and best value

The council looked to ntl, which had worked with the council since 1996, for a solution. Paul McDonald, the council’s network manager, said: “Although we had had extensive experience of ntl as a voice and data communications provider, we hadn’t realised they were also experts in IP telephony. We evaluated their skills, talked to other IP customers and tested the market for the best-value offerings in this area. We were delighted to find that ntl had the relevant IP expertise and experience. They also offered the best package. Working with ntl would save us the hidden costs of change, risk and delay that would come with introducing a new supplier.”

 

Other critical factors in ntl winning the new contract were the company’s experience in the market and that ntl could provide local support. In addition, the council believed that ntl’s ability to offer multi-vendor solutions - with accreditation from brand leaders including Cisco, Nortel Networks and Avaya - meant the council would get the most appropriate and best-value solution for its needs.

 

To design the solution, ntl’s Cisco-certified CCIE and CCNA engineers worked closely with ntl’s Marconi-certified PSTN and transmission experts, who were responsible for integrating the new solution with the existing Centrex system. The new solution had to work seamlessly with the existing setup, and also offer IP network features, such as free desk-to-desk dialling, an integrated dial plan, and call transfer.

 

The council initially commissioned ntl to provide a pilot IP telephony solution to show that it was possible to separate front and back office systems - something the council was required to do by the Government - and that it would be possible to equip contact centre workers with the skills they would need to ensure the new solution’s success.

 

The council’s contact centre solution is based on a Cisco Call Manager platform, running Cisco Integrated Contact  Distribution (ICD). The infrastructure was installed during March 2003, within budget.

 

Paul says: “The service was implemented extremely quickly - ahead of standard lead times - to help us meet our pressing needs. It was flawless, too. We were delighted with the seamless functionality provided by ntl’s Centrex to IP Migration and integration expertise. The service has been incredibly reliable, and expansion and upgrades of the IP network have been trouble free.”

 

The council has one corporate contact centre that handles public enquiries about matters such as housing repairs and environmental issues. A second centre deals with revenues and benefits. While the council started with just four agents and one supervisor, this has now increased to 27 agents and five supervisors across both sites. A third contact centre is also planned, which will handle IT issues for council employees.

 

The solution features Computer-Telephony Integration (CTI) that automatically brings up caller details, enabling the agent to deal with the call efficiently and effectively, and improving productivity by reducing the need for data entry.

 

The solution also provides NELC with valuable information about call volumes and patterns, as well as a means of monitoring how calls are handled. This facility enables managers to deploy more agents at times of high call volumes, while saving on resources at quieter times. In addition, agents have the ability to record conversations and supervisors can monitor problem calls. The council’s IT department can also monitor functionality remotely and provide first-line technical support to the contact centres. And, of course, the solution gives NELC the flexibility to add further features in the future.

 

Going forward Assisted by ntl’s contact-centre solution, the council is now well on its way to meeting the Government’s 2005 deadline for electronic service delivery. The phased project approach and lack of disruption to day-to-day operations means the council can continue making appropriate investments in line with departmental business needs and customer needs.

 

Paul said: “ntl’s support and service allow us to concentrate on our departments and users needs, while meeting our needs for service excellence and economy. Their support has been excellent and the people are highly professional.”

 

North East Lincolnshire Council’s experience with ntl has been exceptionally positive. Consequently, the council is now working with ntl on other projects, including a cost-effective point-to-point solution that will upgrade school internet connections from 128 Kbps or 2 Mbps, to 10 Mbps connectivity. But perhaps the highest accolade is that the council no longer views ntl as just a supplier. Paul said: “We genuinely regard ntl’s staff as an extension of our own team. ntl is a true partner.”