In recent years, Thurrock has developed a major business focus in retail and distribution. The local area is in need of regeneration and forms a key part of the wider Thames Gateway project. Thurrock Council’s local priorities centre on local regeneration of housing and jobs, reducing health inequalities and improving the local skills-base.
Following a 'fair' CPA rating in 2002, Thurrock Council received a 'weak' rating in 2003, prompting the decision to enter into a strategic partnership with Vertex, at the time the largest ever Public Sector Business Process Outsourcing (BPO) contract. The aim was to leverage Vertex’s skills, capacity and capabilities to put Thurrock residents at the heart of council activities and transform the way the Council delivers local services through innovation and service excellence.
Solution
Working in partnership with Thurrock Council, the Vertex team developed a focused transformation programme to firstly, enable the effective transition of ca. 500 staff to Vertex on 1 April 2005 and secondly, to implement focussed solutions to significantly improve customer service and deliver service transformation.
Innovation & Results
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90% of customer enquiries resolved at first point of contact
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Calls answered within 20 seconds improved from 38% to 85%
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Abandoned calls reduced from 26% to 3.2%
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Average time to process benefits claims reduced from 98 to 28 days
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Processing of admin work within 10 days has improved from 1.5% to 93%
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£2.5m procurement savings delivered to date
Download the Thurrock Council transforming local services case study