Thematic report on COPFS Enquiry Point

13. The COPFS Enquiry Point Project Board was set up in 2008 and consisted of senior managers and representatives from Information Systems Division. A business case was issued in August 2008 and it included options, benefits expected, associated risks, costs, timescales, investment appraisal and user requirements. After consideration of options it was decided to proceed with a National Enquiry Point. A review of the business case was carried out in September 2009.

14. At the start of this review the Enquiry Point was under the command of the Argyll and Clyde Area and overall responsibility lay with the Area Business Manager and the Project Board. It has recently been moved to the newly created COPFS Customer Care Unit within the 'National Federation²' which is headed by the Deputy Chief Executive. This change officially came into force in March 2013.

15. According to the Enquiry Point Business Case the purpose of establishing the Enquiry Point was:

• 'To improve delivery of service to the public (including victims, witnesses, accused persons and their representatives) by providing a high quality and prompt telephone enquiry service building on best practice in the contact centre industry and supported by appropriate training'

16. The Enquiry Point was initially set up as part of Argyll and Clyde and was included as part of the Argyll and Clyde business plan with its aims and objectives monitored by the Area Business Manager and Area Fiscal.

17. The Enquiry Point has also been added to the Strategy and Delivery Division³ business plan as it is envisaged that the Enquiry Point will continue to evolve and help with COPFS projects in collating feedback about projects, for example, asking solicitors who call whether they have signed up to the secure disclosure website or asking callers whether they have used the COPFS website.

18. In addition senior management of the COPFS including the Crown Agent and Deputy Chief Executive receive quarterly reports to update them on performance and progress along with involvement in new projects/initiatives.

19. The current targets for the Enquiry Point are as follows:

• To deal with 85% of calls at first contact⁴
• Abandon⁵ call rate <10%

20. Achievement of targets is discussed at Chapter 9 - 'Performance Monitoring'.

21. With the introduction of the Customer Care Unit it is considered that the COPFS is committed to providing a good customer service. The continuing growth and evolvement of the Enquiry Point as the first point of contact should go a long way to helping ensure that the organisation shows itself to be customer facing and dedicated to improving services.

22. Commitment to providing a service that meets information needs is shown in the COPFS Strategic Plan 2012-2015 which states that greater use will be made of the Enquiry Point as a means of 'communicating with members of the public and defence agents, providing swifter response times and a full electronic trail and nature of communications'.