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Call Centres - United Kingdom - Archive

Better public services through call centres. House of Commons, Public Accounts Committee, Twentieth Report, 5 June 2003. "Government departments operate over 130 call centres so that people can telephone to obtain information, purchase services and receive advice. The benefits for the public are that they should receive a quicker service, they do not have to apply in writing or visit an office and often they should be able to contact a call centre outside normal working hours. Efficiency can also be improved because less skilled staff supported by IT systems should be able to deal with callers' routine enquiries making it possible for more skilled staff to concentrate on complex work..."

• Don't ignore the phone. Kablenet, 9 June 2003. "The UK Government needs to get a grip on its telephone call centres, according to a Parliamentary report. Whitehall is in the dark over the performance of its call centres, with poor monitoring threatening to undermine the quality of service offered, a report by Parliament's Public Accounts Committee has found..."
• PAC puts call centres to the test, By Ian Cuddy. eGov monitor Weekly, 9 June 2003. "A parliamentary spending watchdog has urged government departments to give priority to monitoring the quality of their call centres and assessing their cost-effectiveness..."(c) KAM Ltd 2003.

Thumbs up for call centres. Kablenet, 11 December 2002. "The UK's National Audit has praised the performance of Government call centres but said there is still plenty of room for improvement.."

NAO: Call Centres Pass the Test, By Ian Cuddy. eGov monitor Weeky, 17 December 2002. "Government call centres perform well and provide good value for money, but must do more to meet the public's needs, a new report from the National Audit Office (NAO) states..." (c) KAM Ltd 2002. This article was first published by eGov monitor Weekly.

Telephone call centre service often poor, Citizens Advice report shows. Public Technology, 15 September 2004. "Being kept on hold for ages, presented with a multitude of automated options and then receiving poor customer service – up to four out of 10 of us are dissatisfied with our experience of some call centres, according to a new report from Citizens Advice..."

Parliamentary committee suggests single phone number to contact Government. Public Technology, 18 March 2005. "The House of Commons Public Administration Select Committee has called on the Government to be more realistic about the role of choice in public services..."

Whitehall should go Gallic. Kablenet, 17 March 2005. "The UK needs to follow France and introduce a single telephone system for public services, say MPs..."

Cross-government contact centre suggested in the UK. eGovernment News, 17 March 2005 - United Kingdom - eServices for citizens. "A report released on 10 March 2005 by the House of Commons’ Public Administration Select Committee has called for the introduction of a single call centre to answer citizen’s administrative queries. According to the National Audit Office (NAO), a single, cross-government contact point is also needed to assist citizens who want to complain about public services..."

Better practice guidance for government contact centres, 2nd edition. Central Office of Informaiton, August 2005. "This has been updated in light of our own further thinking, industry developments, further research and the consultation on the first edition. If you were one of those who took part in the consultation, many thanks, your input was much appreciated and has helped make this a ‘living document’ that evolves as the use of contact centres in government develops. It also now incorporates the special update on the use of non-geographic numbers that was much quoted in the media. The new guidance is also endorsed by the NAO and the CCA."

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