Case Studies & Our Customers

Case study 1
The DVLNI

In March 2005 DVLNI was coming under criticism in relation to their telephone service delivery to the public. Many callers were either getting an engaged tone when calling the Agency or waiting unacceptable lengths of time to speak to a member of staff when they did get access to the Agency’s call handling system. Complaint levels were increasing.

DVLNI asked Telecoms Branch of the Business Development Service (then part of the Department of Finance and Personnel) for assistance in finding a telecoms solution to the problem and additionally for recommendations on how they could better manage their customer contact.

Telecoms Branch agreed to undertake a review and set about gathering information to 1) identify the problems within the network, 2) examine how calls were routed within the automated call distribution sytem (ACD), 3) establish the existing line capacity and 4) examine how calls were handled once answered . Basically DVLNI’s business had developed over the years and the existing telephony set up was not able to cope with the demand that had reached 206,000 calls per month with about 87% of these getting engaged.

BDS recommended a package of changes culminating in a re-launch of a new service number that could use the facilities of the Telco’s intelligent networks to manage the call queuing rather than relying on costly lines and system enhancements.

BDS and DVLNI worked with The Communications Department Ltd, who sourced and support the new service, using the modern intelligent Networks. This new service uses a non-geographic number “0845” to provide messages and routing at the intelligent network level before the caller reaches any DVLNI system. DVLNI still have high volumes of calls (85274 calls/month in March 06) but as opposed to 87% of calls being engaged in March 2005, the new set up means that no callers get an engaged tone through this new service. All callers receive a message indicating the current status of DVLNI services and offer, as an alternative to waiting, pre-recorded messages.

Of the original 206,000 callers in March 05, it was difficult to ascertain how many were repeat callers but with the additional management information through the new service, DVLNI can now see that 68% of callers are only ringing once which suggests that they have received the information they require from the service.

In addition to the overall improvement in service this has been implemented with an initial minimal capital outlay but with no increase to annual DRC in fact the cost to the public will reduce indirectly through better service delivery.

In summary through the use of modern facilities dovetailing into the needs of the business, DVLNI have improved their service delivery to the public. The facilities and technology used from the Telco suppliers, such as The Communications Department Ltd, also provides better business contingency and continuity with increased flexibility to adapt the service in line with current or new strategies. This has all been achieved at no additional revenue cost to DVLNI nor at any disadvantage to the public. In fact the public will reduce their call charges given that the time to wait on an answer is reduced. This is a win win scenario that is available to other Government departments.