tag:blogger.com,1999:blog-4189021335579222470.post6644491809137130729..comments2024-03-15T09:19:54.968+00:00Comments on Mr Mustard (mrmustard@zoho.com): Rotten Boroughs - Rotten InsightMr Mustardhttp://www.blogger.com/profile/12522242686839965655noreply@blogger.comBlogger9125tag:blogger.com,1999:blog-4189021335579222470.post-84458647418038346472011-07-22T13:27:48.544+01:002011-07-22T13:27:48.544+01:00Ok, lets recalculate. 58 staff minus 5 admins, 10%...Ok, lets recalculate. 58 staff minus 5 admins, 10% on leave any-time, working 7 hours a day (actually less - usually get 15m break each hour) divided by Mr Markey 1.5m. that is 2.9 minutes average call.<br />I suspect, as you have already suggested, that the volumes were hiked up in order to make it more profitable for the outsourced operator - as was done with the CPZ & parking charges.Ronhttps://www.blogger.com/profile/10650599998897942111noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-85052850706488477692011-07-22T12:44:01.025+01:002011-07-22T12:44:01.025+01:00Ah but Mr Markey says the call centre only handles...Ah but Mr Markey says the call centre only handles 1.5million calls so that is more like 4minutes a call. Still not a likely answer as the time in which you could get a detailed answer about your housing benefit calculation. <br /><br />Some of the 58 will be admin staff; not all on the phone so average time will be lowered by that adjustment.<br /><br />Would you want to be the operators last call of the day, number 120, the poor operator will be on their knees. <br /><br />Call centres are an abomination. Barnet Council does not have to have one. Simply let each department answer their own calls on their individual specialist subjects; parking, benefits, council tax, planning, etc.Mr Mustardhttps://www.blogger.com/profile/12522242686839965655noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-20204707727855177772011-07-22T12:34:56.467+01:002011-07-22T12:34:56.467+01:00The numbers make no sense considering the volumes....The numbers make no sense considering the volumes. consider 58 employees working full time (no leaves, no breaks and all of them are handling calls). that is 58 * 220 working days * 480 minutes a day = 6124800 minutes of works. now divide it by the number of phone calls and that will get an average duration 2.4 minutes. however, the industry accepted wisdom is that call duration is ~6 minutes.Ronhttps://www.blogger.com/profile/10650599998897942111noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-28050423628768097402011-07-21T10:59:33.568+01:002011-07-21T10:59:33.568+01:00Well Mr Markey the readers will decide but this is...Well Mr Markey the readers will decide but this is what the State of the Borough report said.<br /><br />State of the Borough 2011<br />Barnet Insight Unit<br />Page 7<br />Customers and citizens<br />Customer information<br />In the 2010-11 financial year, <b>the Council</b> received an estimated 1.5 million<br />phone calls, 21,000 emails and 1,100 letters from residents.<br />( bold by Mr Mustard )<br /><br />You look like you are trying to defend the indefensible.Mr Mustardhttps://www.blogger.com/profile/12522242686839965655noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-3104760039458704822011-07-21T10:28:03.204+01:002011-07-21T10:28:03.204+01:00Thank you Beestrust
Mr Mustard did not get issue...Thank you Beestrust <br /><br />Mr Mustard did not get issue 46 of Barnet First delivered and it wasn't delivered 2 doors away either. It was delivered on the other side of the street so Mr Mustard will have to borrow a copy. Mr Mustard expects that Barnet Council let the delivery company monitor their own performance - that seems to be the usual form in procurement - no monitoring of Contracts assuming they exist. Mr Mustard has canvassed friends around the Borough. Delivery is patchy to say the least.<br /><br />As is also usual the website is behind on being updated. The March issue is the latest one there.<br /><br />Mr Mustard notes that the number of face to face contacts has now more than doubled. From 50,975 to 120,798 Can any figure from Barnet Council be believed ?<br /><br />The unit costs quoted are complete codswallop. If you compute the total costs you get £13,640,384 and yet customer services budget in the Business Case is £2.5million. Even taking Mr Markey's explanation above such that only 1.5m calls are made a year to the call centre that would be a charge of £10m against a max cost of £2.5m ( ignoring the other forms of contact ). If one of the outsourced suppliers offers to answer phone calls at £4 a pop they will make £7.5m profit ! No wonder there is such interest in Contracts with Barnet Council - super profits are possible.<br /><br />Mr Mustard thinks that Barnet Council save money because of bloggers, not lose it. It is of course the democratic right of Mr Mustard to email the Council every single day. Given their record armchair auditor scrutiny is vital.Mr Mustardhttps://www.blogger.com/profile/12522242686839965655noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-82193263377755877422011-07-21T09:39:49.077+01:002011-07-21T09:39:49.077+01:00Taken from Barnet First Supplement Issue 46 July 2...Taken from Barnet First Supplement Issue 46 July 2011:<br /><br />Council customers dealt with by...<br /><br />Phone - 2,574,070 (which cost £4 per call)<br />Post - 353,462 (which cost £5.20 per letter)<br />Email - 282,985 (which cost £1.90 per email)<br />Web - 147,048 (which cost £0.17 per online transaction)<br />Face-to-face - 120,798 (which cost £7.81 per person)<br /><br />I wonder how much money your 'contacts' cost the council Mr. Mustard?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-47253579202334966202011-07-21T09:26:36.988+01:002011-07-21T09:26:36.988+01:00Thanks for highlighting this apparent discrepancy....Thanks for highlighting this apparent discrepancy. The contact figures in the State of the Borough reflect current recorded contact through the Council's contact centre. As yet, this only covers a limited (but growing) slice of the contact that takes place between residents and the organisation. The figures cited in the NSCSO paper are estimated total contact with the Council across all services, which clearly is significantly more than currently handled by the contact centre team. Hope that clarifies matters. Sorry it wasn't clearer in the original report. Regards.Sam Markeyhttps://www.blogger.com/profile/02975953201560930641noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-87551006701037671022011-07-21T08:33:23.226+01:002011-07-21T08:33:23.226+01:00I thought about phalanx but went for phoenix as it...I thought about phalanx but went for phoenix as it is widely used in the insolvency world to describe Companies that seamlessly rise from the ashes of the previous failure, mostly not having lived for 500 years.Mr Mustardhttps://www.blogger.com/profile/12522242686839965655noreply@blogger.comtag:blogger.com,1999:blog-4189021335579222470.post-73910729081031433082011-07-21T01:47:32.960+01:002011-07-21T01:47:32.960+01:00Did you mean a pheonix of Metpro companies - or a ...Did you mean a pheonix of Metpro companies - or a phalanx, Mr M?<br /><br />The latter is "a group of a similar type brought together for a common purpose, or a body of troops or police officers, standing or moving in close formation."<br /><br />A pheonix is "a beautiful, lone bird which lives in the Arabian desert for 500 or 600 years, and then sets itself on fire, rising renewed from the ashes."<br /><br />Could be either in Totteridge, really.baarnetthttps://www.blogger.com/profile/12301292285255035403noreply@blogger.com