West Dunbartonshire Council

Call logging helps council to streamline operations, fuel digital transformation, and improve citizen experience

Client context

Scotland-based West Dunbartonshire Council (WDC) is located to the west of the City of Glasgow, serving a region of over 89,000 people.

The local authority has been a customer of ours since 2016 and is set to transition to the latest version of our Tiger Prism UC analytics software. The customer service team uses our cloud-based technology to log the 2300 calls it receives, on average, per week.

During the pandemic, the customer services team used Tiger to provide the evidence around which calls were and weren’t being answered, along with queueing and duration information.

This was so that it could respond to enquiries and requests from citizens and the wider organisation.

By plugging in the technology, they have been able to access and drill down into call information to ensure not only a positive caller experience, but to help teams create the best possible service delivery.

Tiger Prism’s UC analytics technology has also been instrumental in informing the organisation’s digital transformation programme, too.

Sector Local authority

Area population 89,000+

Location Scotland

Workplace analytics

  • Call logging
  • Call reporting
  • Call response times
  • Call volume/duration
  • Empowering managers and colleagues
  • Inspiring positive change

Client goals

The goal of a council is to develop and improve the local area, to create the best quality of life for residents, businesses, and visitors – from the schools they attend to the transport they use, and everything in between – and for West Dunbartonshire, this is no different.

For WDC’s main contact centre, understanding trends in communications – such as peak call volumes, times, duration, queues, and the quality of the exchange – was imperative in being able to effectively meet the demands of the general public.

WDC wanted to understand the customer journey in order to provide the best service and experience possible. The Council recognised that additional insights into its communications would allow the teams to answer complaints more effectively and challenge any grievances around call queues confidently.

In the context of wider organisational change, WDC started a ‘Fit to Future’ programme, looking at the digital transformation of its services. It, therefore, needed the business intelligence to help shape and inform those decisions at management level.

Tiger response

Collaborating closely with WDC, we installed our Tiger Prism UC analytics solution to give WDC the call logging tools to identify the pinch-points and busiest lines within the organisation – and respond to this effectively.

During the pandemic, the organisation was unable to divert calls to its main contact centre, so the team used Tiger Prism to delve into the call data – identifying the busiest lines and providing the insights to back up business cases surrounding transferring calls and staffing resources.

Tiger’s technology also enabled the organisation to see who needed them – who required IT help, telephony, and mobiles to assist hunt groups – ensuring the team were available to provide the best possible service delivery.

The data provided by Tiger Prism has been used to underpin decision-making around WDC’s ‘Fit to Future’ digital transformation programme, which drives positive, organisation-wide change.

Business impact

By being able to log and explore the date, time and length of each citizen call, Tiger’s UC analytics software has not only enabled the council to prove that a certain event took place, but also ensure the team has got the flexibility to access accurate detail at any point – and from as far back as is needed.

Being armed with the insight, this has, provided the context around demand and whether calls were being missed or diverted – equipping the telecoms team with the insights they need to tell the story of what’s happening, and work with the relevant teams to remedy any issues.

Strategically, it has also provided the council with the intelligence to build a picture of what the channel shift looks like and where the organisation can save money – underpinning its ‘Fit to Future’ digital transformation programme.

The findings are helping the team to recognise what the impact will be for residents when automating and transforming services – ensuring that any solution created both optimises costs while maintaining high-quality service level that meet citizens’ needs.

Other operations have resulted in:

  • Tiger Prism’s nightly call reports identified any desk calls being made that cost over £2. This uncovered that the organisation was making chargeable calls which could have been carried online via its UC software or via mobile phone contracts without incurring costs. When this was presented to leadership, this influenced company-wide behaviour and powered the organisation’s channel shift strategy – seeing people pick up their mobiles instead of relying on their desk unit.
  • Optimising the call journey experience for extension-specific departments.
  • Providing a single-pane-of-glass view – alongside the evidence and context –  of how many extensions were busy at any one time.

…Tiger Prism not only gives us an immediate live picture of the challenges facing our organisation, but it also tells us the story of what happened yesterday, to help us improve what we do tomorrow.

Stephen Daly, citizen and library services manager, West Dunbartonshire Council.