During January we are all working on plans for our new delivery model and the management structure to support it . Our new contract with RBK runs from April 2017 so we have three months to put all the right plans, policies and procedures in place for a go live date of 1st April 2017. We also want to make sure that we are working in a way that helps us to demonstrate compliance with our contract with the national association – Citizens Advice as there are new membership requirements which will help to make sure that all local offices meet the right standards and provide the best possible services to our communities.
The team at CAK has decided to keep bureaucracy to a minimum by devising creative and efficient ways to gather and share information about what we do and how we are performing against contractual targets so that as much of our time as possible can focus on helping local people find the answers to their information and advice queries. We automatically gather a range of statistics on a daily basis using our electronic case management system and these give a good understanding of what is being done locally and also helps us to spot if there are any trends that need to be addressed. For instance, we can see if there is an increase in queries about the fitness for work test used by the Department for Work and Pensions and if so, if there is any campaigning we can do to help improve the policies that affect people’s lives.
In Kingston we moved to a new system for answering phone calls in September 2015 and this has meant that nearly 80% of people get the full answer to their query at their first contact with us, with 20% needing more help via our casework service, provided throughout the week by our expert volunteers. Before this system was in place nearly 60% of people had to wait for an answer. The team are very proud of this improvement and we will make sure that our new delivery model builds on this and enhances our service to the local community
If you have ideas about how our service can be enhanced or comments on how things went for you when you contacted us, please complete the short survey found here. We value your ideas and are committed to providing the best possible service, focussing on those most in need, so we need to know what works and what might need changing. Thank you for your help.