Telephony
Promotion of the website and use of online forms are designed to reduce the volume of telephone calls to service areas. Where calls are made to the switchboard or customer services, the aim is to resolve the enquiry at first point of contact. In line with the operating model, if that is not appropriate, the service request will be assigned to the case management system via an online form first. Calls will only be transferred if these options are exhausted.
As part of the implementation of the new telephone system we will undertake a review of all existing external and internal phone numbers. Immediate focus will be on those services with the highest incoming volumes and how advances in technology may help manage high demand.