Harringay, Haringey - So Good they Spelt it Twice!
"Call in" of Council's decision to spend £1.6 million on consultants
This evening at 5:00 pm there will be a meeting of the Council's Scrutiny Committee at the Civic Centre for the purpose of considering a decision by the Leader of the Council to spend £1.6 million on consultants for advice on how to raise the standard of service provided by the Council's call centre.
The meeting follows on a "call in" of the decision by Liberal Democrat Councillors.
Improvement at the call centre is certainly needed because approximately 1 call in 3 is not answered at all and because only 17 % are answered within the target time.
However, the jargon-laden report which has led to the decision to hire consultants does not give any confidence that hiring consultants is the way to improver matters, Here is a sample:
5.3. Outlined in the table below are the key projects within the CST programme:
Customer Services Develop’t (CSD)
Future access channel and service transformation (3 tier model)
• End to End Business Process Re-engineering
• Detailed design and requirements gathering
• Migration of services to contact centre, CSCs and web
Our view is that what the council needs to do to improve customer services is answer the phone and deal with residents’ enquiries quickly, resolving the problems they have raised. That means hiring more people to do the job and training them properly, not spending £1.6 million in producing yet more management speak.
In addition to operating the call-in procedure, we have launched an e petition to stop this waste of money. It can be accessed at http://eepurl.com/Dj8B5
David Schmitz
Liberal Democrat Councillor for Harringay Ward
Replies to This Discussion
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Permalink Reply by Richard Willmsen on
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The Council obviously spends far too much on private consultants but will someone out there please try to explain to David Schmidt that his party is part of a Conservative government which is deliberately laying waste to public services and dismantling local democracy throughout the country, including in Haringey. If he wants his initiatives to attract public attention and support, he needs to leave the Liberal Democrats.
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Incidentally, speaking of outsourcing essential services (ie. privatizing them and removing them from democratic control), this (http://www.computerweekly.com/news/2240173932/Capita-to-cut-70-of-s...) is what David Schmitz's Tory colleagues are doing just over the border in Barnet.
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Wot, rather like the way the Tories and Lib Deds have hijacked the country you mean?
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