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The Delivery Council has responsibility for customer contact across government. In the mid- to long- term the Council will focus on setting and implementing the strategy for delivering modern customer contact for public services. In the near term the Council is concentrating on implementing a series of Varney recommendations. This page explains the Council’s current priorities:
The standard blueprint will contain those design elements of a contact centre’s operation that are specific to public sector. The Council aims to avoid replicating private sector practice and only concentrate on public sector exceptions. Blueprint standards can be enhancements to existing industry-wide standards or new standards.
The blueprint itself will be a collection of ‘best examples’ from publicly funded contact centres of each aspect of a contact centre’s operations. To this end the Council is asking contact centres to take part in compiling the blueprint, see letter to Contact Centre managers.
Originally intended for publication on the 7th September the Council is now extending the deadline for publication to 7th November to allow for collection of entries from contact centres.
A set of performance indicators has been compiled with input from departments, agencies, local authorities and the police. Please see the enclosed documents;
The Varney report recommends that all publicly funded contact centres undergo formal accreditation by December 2008. The Council sets out the content and process for accrediting contact centres in the enclosed letter to contact centre managers [PDF, 27KB].
The Contact Council is gathering information on contact centres’ progress with accreditation in order to help those organisations that are still planning for accreditation, to identify any common issues that the Contact Council should try to resolve on behalf of contact centres and to map the take–up of contact centre accreditation in the public sector.
You are asked to read the enclosed letter [PDF, 90KB] and to respond to the Contact Council using the template [Microsoft Excel, 16KB] provided, by 10th October. [New]
The Council had led a series of workshops with key stakeholders to understand better the challenges facing the helplines network of contact centres. The data gathered from a recently completed mini–audit of helplines dealing with a specific issue are being analysed and will be presented to stakeholders on 23rd May.
The Ministry of Justice is taking the lead role to coordinate the development of a strategy for publicly funded helplines on behalf of the Council.
The Varney report recommends that the new 0300 number range annouced by Ofcom would provide a sensible platform to organise public services number ranges and make access to public services easier for customers.
The proposed implementation of the 030x number range leaves a number of open issues for public sector. These have been communicated to OFCOM and industry representatives. For now, the Council is not recommending 030x as a viable range for access to public services.
The Council is engaged with a number of other tasks which will be reported on this page as soon as appropriate.
To contact us about this website, use the website feedback form.
To get in touch with the Contact Council please email contactcouncil@cabinet-office.x.gsi.gov.uk.
