Tiger drives Newark & Sherwood Council’s service improvement
Newark and Sherwood District Council switch to Tiger 2020 to drive service improvement and cost reduction
NEC VoIP roll out, combined with call management and reporting, helps Council to analyse and improve call handling for new contact centre and services.
Tiger Communications, a leading provider of Call Management Solutions, today announced details of a successful project at Newark and Sherwood District Council delivered by NEC, which combines VoIP technology alongside Tiger, helping to improve call handling and reporting capability. The deep analysis of call logging is helping the Council reallocate resources, improve staff training and is the basis for further cost reductions around departmental billing for communication infrastructure.
Newark and Sherwood covers a geographical area of 251 square miles and has a population of just over 111,700 people. The District has a diverse local economy, with particular emphasis on light engineering, automotive and the food and drink industries, including world beating companies like Daloon, Laurens Patisseries, and NSK. The council has over 16 sites across the region with around 650 IT users and more than 700 phone lines.
The Council had struggled with its legacy Centrex system which had limited functionality in terms of hunt groups, voicemail, call logging and reporting. The legacy system also had limited capacity and a low level of visibility into call charging making it difficult for the council to allocate resources to specific tasks.
With the decision to create its own contact centre to deal with housing, auto payments, council tax and benefits, a new telephony system was needed. As Sharon Parkinson, ICT Manager for the Council explains, “We decided to move to a VoIP solution as it offered us both a reduction in costs by changing our call plan as well as the ability to better reuse our resources – flexibility is very important for us to help deliver new services.”
Following a full tender process, the Council selected a NEC VoIP telephony solution combined with a Tiger Communications call logging solution. The system uses a centralised installation with a managed VPN to connect its remote sites. The new system has improved call handling which allows around a third of the calls to the council to be automatically diverted to the correct department and be escalated to free agents without human intervention. The system has many new features including voicemail to email that allows staff to better handle queries, pass messages to the relevant person and promote new improved working practices.
“We are looking at areas like teleworking and potentially using lower cost DSL to connect remote workers,” explains Parkinson, “An important aspect is the new reporting facilities using Tiger that is allowing us to analyse how effective our contact centre staff are at responding to calls as well as the distribution of calls from the public which helps us to plan capacity.”
Although only operational for a few months, Parkinson is now looking at other reporting capabilities such as call fraud detection. “The implementation of our new VoIP solution has been pretty seamless and has given us a foundation for delivering new services. The depth of the reporting is helping us to evaluate and plan call management strategies and is a vast improvement over our old Centrex system.”
The reporting capability is also allowing the ICT department to begin cross charging of communications to individual departments, a strategy that will help the council to better manage budgets.