Numbering & Channel Strategies.

Bernard Quinn
Digital Delivery Programme
Other Depts are accelerating the move to www
and aligning web, phone and face to face contact

Dept Work & Pensions

Job Seekers, State Pension, Employment Support Allowance,
Tell Us Once – change of address, Child Benefit, Redundancy
Advice processing
HM Revenue & Customs
VAT, PAYE/NI, Tax Returns, Corporation Tax, Child Tax
Credits.
Dept for Transport
Car Tax/ SORN, booking tests, commercial vehicle operators
records, driving licence,
Dept Children Schools & Families
Free school meals, schools admissions
Ministry of Justice
Electoral role
Dept Health
QiPP to respond
Health in Context of rest of Government

3
Cost by Channel (Ex Health)

4
Reported :150m unnecessary contacts
 First Contact Resolution

Central Government/Local Authority/Other Government Agencies

January – December 2009 consolidated summary 42% above
Best Practice

58% below
% of contributors

Best Practice

Base: All contributors

85%
Contact Details

Bernard.Quinn@cabinet-office.x.gsi.gov

07747794054