East Herts District Council - Avoidable Contact in the Parking Service

Between December 2008 and February 2009, using GovMetric's WIL, East Herts District Council recorded 3,957 contacts to its Parking Service. The records show that 11.9% of these were avoidable and further analysis of the data revealed that the most common enquiry (resulting in 110 contacts), involved challenging or complaining about a Penalty Charge Notice. These calls offered no value to either the customer or the council, and used considerable amount of customer service time as the current system required all challenges to be submitted in writing.

East Herts District Council took action to find a solution to these calls in order to improve the service provided to customers and make a significant efficiency saving. To read the full details click download the case study.

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