Related Downloads
Related Links
Additional
Recommendations
Recommendation 1
COPFS must ensure that there is a clearly defined and widely understood purpose, remit and vision for Enquiry Point, as well as a plan for how this will be delivered. COPFS should also publish commitments about the service the public can expect to receive.
Recommendation 2
COPFS should ensure there is effective governance and oversight of Enquiry Point and its performance.
Recommendation 3
COPFS should gather the data needed to inform the design and delivery of an improved enquiry handling service.
Recommendation 4
COPFS should explore opportunities to pre-empt, divert and reduce demand on Enquiry Point.
Recommendation 5
COPFS should seek feedback from service users about how well it responds to their enquiries and how best it can meet their needs. This feedback should be analysed and used to inform service improvements.
Recommendation 6
In relation to guidance, COPFS should:
(a) review Chapter 8 of its Victim and Witness Manual, ensuring it is up to date and clearly sets out COPFS’s duties and expectations of staff, including those working in Enquiry Point. The review of Chapter 8 should take into account current working practices
(b) review the guidance used internally by Enquiry Point to ensure it is accurate, consistent with COPFS policy and procedures, and corporately approved. Consideration should be given to the process by which future changes will be made.
Recommendation 7
To improve the efficiency of enquiry handling, COPFS should explore the feasibility of standardising how Enquiry Point contacts local offices and specialist teams. Where local offices and specialist teams restrict their availability to Enquiry Point, there should be oversight at a senior level.
Recommendation 8
COPFS should consider designating a prosecutor who can be readily available to support Enquiry Point with legal support and advice.
Recommendation 9
COPFS should review the training provided to Enquiry Point operators. The review should take account of all the training-related issues highlighted in this report.
Recommendation 10
To ensure a more customer-focused and efficient enquiry handling service, COPFS should:
(a) review the information it publishes about contacting Enquiry Point so those making enquiries can choose the method and timing of contact that best meet their needs and have information to hand that will help their enquiry be dealt with more quickly
(b) review Enquiry Point’s recorded welcome message and provide information to callers about the expected wait or their position in the queue.
Recommendation 11
COPFS should ensure that:
(a) prior to giving out information to those making case-related enquiries, all staff carry out appropriate identity checks
(b) appropriate arrangements are in place that allow advocacy workers providing support to victims and witnesses to easily access relevant information on their behalf.
Recommendation 12
COPFS should ensure that Enquiry Point has appropriate systems and processes in place that support the recording of all types of enquiry and that this information is accessible to all those who may require it.
Recommendation 13
COPFS should work to understand and address the reasons that staff across the organisation are unwilling or unable to answer calls from Enquiry Point.
Recommendation 14
COPFS should review how Enquiry Point responds to emails, ensuring that those who make email enquiries receive a comparable level of service to those who make enquiries by phone.
Recommendation 15
COPFS should develop a workforce plan for Enquiry Point. It should ensure Enquiry Point is sufficiently staffed to meet demand and deliver the desired level of service.
Recommendation 16
COPFS should explore the reasons for poor staff retention in Enquiry Point and take action to address them. It should consider what changes can be made to its recruitment process for operators to better identify the most appropriate candidates and to improve retention in the longer term.
Recommendation 17
COPFS should ensure that the governance of digital projects is sufficiently robust.
Recommendation 18
COPFS should ensure that it has a contact centre application and other associated systems that help it deliver an effective and efficient Enquiry Point service.