Annex C Enquiry Point Thematic
COPFS Enquiry Point is a 'call centre' type of facility set up in 2008 with the purpose of improving delivery of service to the public (including victims, witnesses, accused persons and their representatives) by providing a high quality and prompt telephone service, building on best practice and supported by appropriate training.
We found a willingness in the unit to continually improve services and increase service delivery through involvement in new projects and collection of feedback for analysis in testing new concepts.
In addition to the unit's own feedback collected we conducted our own independent survey of various users. Overall, customer satisfaction in both the unit's own survey and ours was positive, in particular to the attitude of call centre staff. There was, however, some dissatisfaction with calls being transferred and time 'hanging on' etc. A comparison with industry standards was favourable in some respects but less so in others such as waiting time.
We made 15 recommendations, all bar two were accepted and COPFS indicated these would be incorporated into the Business Plan for a new Customer Care Unit which was being created.