Avoidable Contact Optimiser is a low-cost, time-saving
and user-friendly solution that is specifically designed to record, manage and report
on ‘avoidable contact’ between the community and local authorities in real time.
It enables local authorities to identify opportunities to reduce avoidable contact
reflecting National Indicator 14 (NI 14) requirements as agreed between Communities
and Local Government (CLG).
NI 14 was one of the National Indicators against which local authorities were required
to report and be assessed on, within the performance management framework. Although
the Government have now deleted this requirement, forward thinking councils are
continuing to record and act on this data as part of their commitment to continually
improve performance. An example of ‘avoidable contact’ is calls from citizens to
chase progress on service requests. Such calls are usually of little value to either
the citizen or the local authority. However, they can often represent a significant
proportion of contact volumes.
Purchase of additional software, hardware or external resources are eliminated as
a broadband enabled PC is the only requirement. Operating the system is simple with
training, integration and technical support provided.
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Avoidable Contact Optimiser
Avoidable Contact Optimiser provides the ability
to:
- Set password protected access for authorised users to operate
or view the system
- Apply individual user default settings.
- Enter data rapidly.
- Configure categories and communication type.
- Input the nature of the query.
- Record if the contact could have been avoided and how.
- Record communication channel.
- Securely store and access information at pre-set security user
levels.
- View and search real-time data history.
- Assign actions where appropriate.
- View all actions assigned to a case.
- Set action priority.
- Produce and customise reports to clearly reflect NI 14 reporting
requirements.
