Survey confirms need for a NI 14 Dashboard
IIZUKA conducted a NI 14 survey in support of a discussion paper entitled ‘Service oriented architecture - a necessity to tackle avoidable contact?' presented by Peter Coates, Programme Manager, Office of the Chief Executive, Sunderland City Council at the SOCITM Annual Conference in October 2008. The purpose of the NI 14 survey was to take stock of how councils plan to react to the NI 14 agenda. 160 unitary type councils were contacted during September and 53 replies were received.
The results confirmed the need for a dashboard type display of management information about the measurement of avoidable contact and the progress towards its reduction by service transformation.
The results highlight that:
-
Most Local Authority officers do not perceive avoidable contact to result from a lack of time or resources at the front office.
-
Instead officers will seek to reduce avoidable contact by working “smarter”, rather than simply deploying more resources.
-
Front office staff have a pivotal role in collecting data on avoidable contact. According to respondent comments, in the near-term many local authorities will use manual sampling as well as a CRM system for recording the data.
-
Officers place high value on the presentation of performance data. Given the volumes of performance data that are already collected by authorities, presentation is a critical issue for how NI 14 will be treated and used to drive improvement.
-
Officers are seeking a dashboard-style approach that provides a structured overview of data, while also offering the option of drilling into specific contextual detail (service, location etc).
-
Joined up IT systems can help reduce avoidable contact at the:
-
-
strategic level, by presenting officers with customer and service-related performance data that support improvement planning;
-
operational level, by facilitating the flow of information and knowledge between systems and people in real time.
-
Contact IIZUKA for own copy of the analysis and results: 'The Role of IT in Reducing Avoidable Contact: Analysis of NI 14 Survey for SOCITM Annual Conference 2008'
