I refer to your request for information dated 15th June 2005.

In accordance with the provisions of the Freedom of Information Act 2000, I have now processed your request.  

As requested, I respond to your questions below:

1.Do you use 0870 telephone numbers?  
NCC does not, although the Travelline Service does use 0870 608 2608 to which we subscribe.

2.Why do you use 0845 numbers?
Our use of 0845 stems from previous implementation of our contact strategy and was used predominantly to provide a low cost option for callers into our access points.  The strategy has since been revised and these numbers are being replaced with 0844 numbers.

2.1What are the equivalent geographical numbers:
0845 602 1930 01553 778000
0845 606 0242 01603 762247
0845 702 3097 01603 222308
0845 744 4466 Network announcement
0845 758 1761 01603 819800
0845 758 1762 01263 738300

2.2What revenue do you receive per minute and in total from the use of 0845 numbers?

We do not receive any revenue from our use of 0845 numbers.

2.3Are you aware if the revenue collected by your telecom provider, from your callers?

The cost to call an 0845 number from a BT line will be no more than 3.36p per minute during 0600 - 1800 Mon - Fri, and 0.85p per minute at all other times.

2.4Have you considered the revised COI guidelines?
Yes.

2.4.1If so what conclusions did you come to?
That our strategy for moving away from 0845 numbers was the correct strategy.

2.5Do you realise that all calls (local/national) cost the same?
This is not true as call costs may vary if using other, non-BT, network operators or a mobile telephone.  

However the purpose of a 0845 non-geographic number is to provide the same call charges to all callers.  The local call cost from a BT line will be no more than 3.36p per minute during 0600 - 1800 Mon - Fri, and 0.85p per minute at all other times.

2.6Do you realise that 0845 numbers now offer no cost advantage to callers, irrespective of their location, only disadvantages?
No.  We do not believe this statement to be true.  See response for our strategic adoption of 0844 numbers below.

2.7Are you aware of the cost implications to your callers, when using 0845 numbers?
Yes, costs as 2.3 above.

3.Why do you use 0844 numbers?
In making the decision to move from 01603 numbers to non-geographic 0844 numbers we looked at all the County STD codes. We found that while it cost 3p per minute to call Norfolk County Council from seven codes within Norfolk, if you lived in one of the other 12 STD areas within the county you were charged the National rate of 8p per minute.

This situation does not demonstrate a fair or equitable service to people across Norfolk.

0844 numbers are charged at 4.25p per minute ex VAT (5p per minute including VAT), so irrespective of location every citizen of Norfolk will pay exactly the same for a landline call to our new 0844 numbers (mobile charges will vary by operator).

The costs to NCC associated with 0844 are restricted to the line and number rental, we don’t generate any income from using this number.

[I have added the various departments to the list - mc661]

3.1 What are the equivalent geographical numbers?
Education General Enquiries: 0844 800 8001 01603 638034
Adult Education Brochure Line:
0844 800 8002 01603 222222
0844 800 8002 Network announcement

School Transport: 0844 800 8003 01603 306007
Waste Management: 0844 800 8004 01603 306008
0844 800 8005 01603 306005
Library Renewals: 0844 800 8006 01603 306009
0844 800 8007 01603 222425
Street Lighting: 0844 800 8008 01603 306006
0844 800 8009 01603 306005
0844 800 8010 01603 306010
General Enquiries: (txtphone) 0844 800 8011 01603 223833
General Enquiries: (fax) 0844 800 8012 01603 638041
Trading Standards: 0844 800 8013 01603 306001
Social Services:
0844 800 8014 01493 845009
0844 800 8014 01603 481295
0844 800 8014 01603 306003
0844 800 8014 01603 306002
0844 800 8014 01553 669300
0844 800 8014 01493 850317
0844 800 8014 01553 669326
0844 800 8014 01493 845005

0844 800 8015 01603 306005
0844 800 8016 01603 306005
0844 800 8017 01603 306005
0844 800 8018 01603 306011
0844 800 8019 01603 306005
General Enquiries: 0844 800 8020 01603 306005

3.2 What revenue do you receive per minute and in total from the use of 0844 numbers?
We do not receive any revenue for the use of 0844 numbers.

3.3 Are you aware of the revenue collected by your telecom provider, from your callers?
Yes, The 0844 call cost is 4.25p per minute ex VAT, 5p per minute including VAT

3.4Have you considered the revised COI guidelines?
Yes.

3.4.1If so what conclusions did you come to?
We have implemented 0844 numbers to provide all citizens and council taxpayers of Norfolk with an equitable cost of access to our services.  Although we do not provide a national service our service covers a wide area (Norfolk) that encompasses a large number of STD codes.  Dependent upon where a caller is a variable rate would be paid for access to a 01603 number.  The map depicted below explains this.  We therefore believe that our strategy is fully in line with the COI guidelines - please refer to paragraph 3.50 on page 24.

3.5 Do you realise that all calls (local/national) cost the same?
This is not true as call costs may vary if using other, non-BT, network operators or a mobile telephone.  

However the purpose of a 0844 non-geographic number is to provide the same call charges to all callers.  The local call cost from a BT line is 4.25p per minute ex VAT, 5p per minute including VAT.

3.6 Do you realise that 0844 numbers now offer no cost advantage to callers, irrespective of their location, only disadvantages?
We do not believe this statement to be true.  As stated above callers in locations such as King’s Lynn will be charged at National rate to access our Norwich numbers, there the use of 0844 does provide a cost advantage for such callers.  It is true that callers who have local exchanges with ‘local’ rates for access to 01603 (those shown in yellow on the map depicted below) are at a disadvantage however our strategy is to provide equity of cost across the county.

3.7Are you aware of the cost implications to your callers, when using 0844 numbers?
Yes the 0844 call cost is 4.25p per minute ex VAT, 5p per minute including VAT, and we do not publicise that this is a ‘lo-call’ rate.

Please note that all call costs quoted are based on BT rates and that call costs may vary if using other network operators or a mobile telephone.

Any telephone call (excluding 0800 calls) made from a BT line incurs a minimum call cost of 4.2 pence excluding VAT.

I also enclose a copy of our standard response to questions from the public relating to our use of 0844 numbers.

The documents supplied in response to your request are for your personal use. They are copyright Norfolk County Council and may not be copied, distributed, published, or exploited for commercial purposes or financial gain without the explicit written consent of Norfolk County Council.

http://www.steveandcompany.co.uk/images/NCCFOI.jpg

wrote on Jul 14^th, 2005 at 9:27pm:

3.Why do you use 0844 numbers? In making the decision to move from 01603 numbers to non-geographic 0844 numbers we looked at all the County STD codes. We found that while it cost 3p per minute to call Norfolk County Council from seven codes within Norfolk, if you lived in one of the other 12 STD areas within the county you were charged the National rate of 8p per minute. This situation does not demonstrate a fair or equitable service to people across Norfolk.

That is a truly staggering distortion of the truth.

Whoever this is has been totally taken in by the salesman's rhetoric (which, conveniently, obviously ignored the fact that the vast majority of BT cutomers have been transferred onto BT Together Option 1 and so a daytime call to ANY 01 or 02 STD code from ANY 01 or 02 STD code costs the same - 3p/minute).

The alleged justification for moving from 0845 numbers to 0844 numbers is confused as well.  Why can't they just say they want to stop the public bothering them by making it cost 5p/minute instead of the 3p/minute calling the 0845 or geograhic numbers used to cost?

What a complete load of rubbish! ::)


wrote on Jul 14^th, 2005 at 9:27pm:

2.5Do you realise that all calls (local/national) cost the same? This is not true as call costs may vary if using other, non-BT, network operators or a mobile telephone.

I think that this could be worded better. Clearly they are splitting hairs. They are referring to BT non-discounted rates. IMHO it would be better to ask:
Do you realise that for most people in this country it costs the same for them to call a local geographical number as it does a national geographical number? Do you therefore realise that the rates which you quote are BT non-discounted ones, and that BT removed some nine-million subscribers from its principal non-discounted tariff, BT Standard, onto BT Together Option 1? Are you aware that BT Together is a 'discounted' tariff?

Still, at least we now have a list of alternatives for the database.

wrote on Jul 15^th, 2005 at 3:07pm:

What a complete load of rubbish! ::) I think that this could be worded better. Clearly they are splitting hairs. They are referring to BT non-discounted rates. IMHO it would be better to ask: Do you realise that for most people in this country it costs the same for them to call a local geographical number as it does a national geographical number? Do you therefore realise that the rates which you quote are BT non-discounted ones, and that BT removed some nine-million subscribers from its principal non-discounted tariff, BT Standard, onto BT Together Option 1? Are you aware that BT Together is a 'discounted' tariff?

I agree about the wording - they're obviously getting the hang of this whole FOI thing now so, if you ask a Yes/No question the answer you'll get will, if it suits their purpose, be just Yes or No.

It'd be useful to know approximately what percentage of BT residential customers are now on the discounted schemes (AFAIK, that's BT Together Options 1, 2 & 3) following the enforced migration onto Option 1 of many customers on 1/7/04.  That'd be useful ammunition to refute the continued (and ridiculous) use of BT's non-discounted rates in such replies.

Does anyone have a source?

wrote on Jul 15^th, 2005 at 4:13pm:

...It'd be useful to know approximately what percentage of BT residential customers are now on the discounted schemes (AFAIK, that's BT Together Options 1, 2 & 3) following the enforced migration onto Option 1 of many customers on 1/7/04.

I have sent BT an email over this and asked that very question today after reading the above posts.  I've asked for a approx figure with regards to how many residential landline customers they have and out that how many are on BT's non-discounted tariffs (In Contact Plus & Light User Scheme).  In other words those that are not on a BT Together tariff.

I have today received a very detailed response to my own FOI request. Before I publish it, I would like advice on the following paragraph contained within the reply:

<<
Please can I ask you to note that the documents supplied in response to your request are for your personal use. They are copyright Norfolk County Council and may not be copied, distributed, published, or exploited for commercial purposes or financial gain without the explicit written consent of Norfolk County Council.
>>

I am inclined to ignore this as the response is as a result of a FOI request and I can see nothing that warrants the withholding of further dissemination.

Any advice would be welcome. I may well call NCC next week to seek clarification.

[glb]for commercial purposes or financial gain[/glb]

That basically means that by you posting their response, you cannot do it, by charging other members of this site a fee, or asking Daniel a fee for your work.

You're posting a reply that you've gone through the trouble of finding out the info, free of charge for the website owners, and members of the forum, therefore it is NOT for commercial purposes or financial gain.

wrote on Jul 15^th, 2005 at 4:35pm:

I have sent BT an email over this and asked that very question today after reading the above posts.  I've asked for a approx figure with regards to how many residential landline customers they have and out that how many are on BT's non-discounted tariffs (In Contact Plus & Light User Scheme).  In other words those that are not on a BT Together tariff.

Did you ever get a reply bbb_uk?

wrote on Nov 4^th, 2005 at 5:10pm:

Did you ever get a reply bbb_uk?

I did but it just said this info was available from BTplc.com.  I remember I couldn't find it when I had a look and since then completely forgot about it.

wrote on Nov 4^th, 2005 at 3:34pm:

I have today received a very detailed response to my own FOI request. Before I publish it, I would like advice on the following paragraph contained within the reply: << Please can I ask you to note that the documents supplied in response to your request are for your personal use. They are copyright Norfolk County Council and may not be copied, distributed, published, or exploited for commercial purposes or financial gain without the explicit written consent of Norfolk County Council. >> I am inclined to ignore this as the response is as a result of a FOI request and I can see nothing that warrants the withholding of further dissemination. Any advice would be welcome. I may well call NCC next week to seek clarification.

If you look at my response from them, they put that my response, I still posted it anyway.

wrote on Nov 4^th, 2005 at 7:18pm:

If you look at my response from them, they put that my response, I still posted it anyway.

Ah yes, didn't spot that. Whilst my initial thought was (and still is) the interpretation that Shiggaddi posted, I still feel the copyright notice is ambiguous. Does "commercial purposes and financial gain" only refer to the exploitation aspect or does it refer to the publishing part? Perhaps I'm reading this far too deeply and should just go with my first instincts.

I'm not too worried really - are they going to come after me here in Miami if I get this wrong?! Disclaimers from public bodies really annoy me most of the time.

Here is my response from NCC:

<<
I refer to your request for information dated 18th October 2005 which we have processed in accordance with the provisions of the Freedom of Information Act 2000.  

Please find below, our answers to your questions.

1.      Please provide the equivalent geographic numbers (i.e. overlay numbers) for all services that currently operate using 0844, 0845, 0870 and 0871 numbers.

The table below is a complete list of all numbers that belong to NCC, together with their delivery numbers, which may be more than one.

08448008001      01603306012
08448008001      Announcement
08448008002      Announcement
08448008002      01603306016
08448008003      01603306007
08448008003      Announcement
08448008004      01603306008
08448008004      Announcement
08448008005      01603306005
08448008006      01603306009
08448008006      Announcement
08448008007      01603222523
08448008008      01603306006
08448008008      Announcement
08448008009      01603306005
08448008010      01603306010
08448008010      Announcement
08448008011      01603223833
08448008012      01603306090
08448008013      01603306001
08448008013      Announcement
08448008014      01493845009
08448008014      01603481295
08448008014      01603306003
08448008014      01603306002
08448008014      01553669300
08448008014      01493850317
08448008014      01553669326
08448008014      01493845005
08448008014      01603629583
08448008014      01603729100
08448008015      Announcement
08448008016      01603306005
08448008017      01603306005
08448008018      01603306011
08448008018      Announcement
08448008019      01603306005
08448008019      01603306015
08448008019      01603306014
08448008019      01603228837
08448008019      Announcement
08448008020      01603306005
08448008020      Announcement
08448008021      01603306005
08448008021      Announcement
08448008022      01603306005
08448008022      Announcement
08448008023      01603306005
08448008023      Announcement
08448008024      01603306005
08448008024      Announcement
08448008025      01603306005
08448008025      Announcement
08448008026      01603306005
08448008026      Announcement
08448008027      01603306005
08448008027      Announcement
08448008028      01603306005
08448008028      Announcement
08448008029      01603306005
08448008029      Announcement
08448008030      01603306005
08448008030      Announcement
08456018269      Announcement
08456021930      01553778000
08456060242      01603762247
08457023097      01603222308
08457444466      Announcement
08457581761      01603819800
08457581762      01263738300


2.      Why did NCC introduce 0844 numbers? Please provide any supporting information, for example meeting notes etc.

In making the decision to move from 01603 numbers to non-geographic 0844 numbers we looked at all the County STD codes. We found that while it cost 3p per minute to call Norfolk County Council from seven codes within Norfolk, if you lived in one of the other 12 STD areas within the county you were charged the National rate of 8p per minute.

This situation does not demonstrate a fair or equitable service to people across Norfolk.

0844 numbers are charged at 5p per minute from all STD codes, so irrespective of location every citizen of Norfolk will pay exactly the same for a landline call to our new 0844 numbers (mobile charges will vary by operator).

The costs to NCC associated with 0844 are restricted to the line and number rental, we don’t generate any income from using this number.

The call routing features and comprehensive network statistics available by using 08xx numbers, helps the council to provide a better service to its callers. Also the contingency built into the 08xx numbers allows for calls still to be answered in the event of an emergency.

Appendices A, B and C and the electronic links to our website listed at the end of this document refer.

3.       How much revenue/rebate does NCC receive from its non-geographic 0844 numbers?

None

4.      Which company supplies the non-geographic numbers?

BT provides the numbers as part of our managed service.  

5.      Is NCC aware of the difficulties experienced by overseas callers attempting to dial non-geographic numbers and if so, what steps does it intend to take to alleviate these difficulties?

Yes, we are aware of expressed difficulties and are taking action to tackle these which is set out in the answer to question 6, below.

6.      Has the advice provided by the COI in relation to public body use of non-geographic numbers been taken into consideration and if so, what conclusions were made?

Since we made our decision to implement 0844 contact numbers in 2003, with the data available at the time, there have been significant changes in telecommunications service pricing.  OFCOM and the COI have revised their guidelines to reflect these and Trading Standards have issued a Code of Practice relating to non-geographic telephone numbers. As a consequence, we are currently revising our strategy and will take options to the County Councils Cabinet for decision.

Please can I ask you to note that the documents supplied in response to your request are for your personal use. They are copyright Norfolk County Council and may not be copied, distributed, published, or exploited for commercial purposes or financial gain without the explicit written consent of Norfolk County Council.

If you have any queries regarding the information provided, please do not hesitate to contact me and I will do my best to help.  You have the right of appeal through the Council's internal complaints procedure by setting out the grounds of your appeal in writing to me.  
>>

Appendices to follow ...

Associated web links:

Web Links

June 03
http://www.committees.norfolk.gov.uk/papers/cabinet/cabinet160603/cabinet160603item17word.doc

July 03
http://www.committees.norfolk.gov.uk/papers/cabinet/cabinet140703/cabinet140703minsword.doc

July 03
http://www.committees.norfolk.gov.uk/papers/cabinet/corpaffairs170703/corpaffairs170703minsword.doc

January 04
http://www.committees.norfolk.gov.uk/papers/cabinet/cabinet190104/cabinet190104item12word.doc

February 04
http://www.committees.norfolk.gov.uk/papers/cabinet/cabinet020204/cabinet020204minsword.doc

July 04
http://www.committees.norfolk.gov.uk/papers/cabinet/corpaffairs080704/corpaffairs080704minsword.doc

[I just knew Capita would be in this somewhere!]

<<
Appendix A Cabinet report 1 march 2004.doc

This report outlines the revisions to the Contact Strategy and also outlines the progress made on the key elements of the strategy.

1.      Background/Introduction

1.1      The original Contact Strategy was developed by Capita and approved by Cabinet on 20th May 2002.  It was always envisaged that the Contact Strategy would be an iterative document with a formal and on-going review process. This is the first formal review of the Contact Strategy and reflects the progress to date. The revision to the Contact Strategy has been carried out by a small working group, led by e-Services and involved departmental Service Improvement Managers, Communication and Policy Units.
1.2      The Contact Strategy has a number of key elements that collectively contribute to a customer handling approach. These elements include :-

·      Website
·      Customer Service Centre
Council Information Centres
·      Other County Council Service Access Points
·      Other Organisation Information Points
·      Telephone Numbering Strategy
·      Letter, Fax e-Mail
·      Customer Care Standards
·      Communications and Employee Development

1.3      For each of these key elements the revised Contact Strategy outlines:-
·      A delivery strategy
·      The key objectives
·      A position statement
·      Targets for 2004/2005 and to 2007
·      Responsibilities
·      Special factors that could affect the development of the particular element.

1.4      A fundamental addition to the Contact Strategy is Appendix A. This outlines the Corporate Customer Care Standards that have been subject to a recent pilot project across the Council, to test a set of draft minimum standards and to explore issues around their possible introduction.
1.5      The Contact Strategy will be made available on the Web for all employees, members and the public to refer to.

2.      Alternative Options

2.1      There are no alternatives for Cabinet to consider.

3.      Conclusion

3.1      The Contact Strategy represents Norfolk County Council’s policy for handling contacts with the public and underpins its approach to customer service and care. It represents the opportunity to take a holistic and consistent quality approach across the whole County Council.

4.      Recommendations
4.1      Cabinet approves the revised Contact Strategy.
4.2      Cabinet approves the Customer Care Standards as outline in Appendix A of the Contact Strategy.
>>

Appendix B Chief Officers Group Report July  2004 - Norfolk County Council’s Telephone Numbering Strategy

<<
SummaryTo update the progress on the development of the council’s Telephone Numbering Strategy. The report outlines the history of the strategy and some of the issues that are being addressed.

BACKGROUND

The County Council has telephone listings in main external telephone directories such as British Telecom.  It is important that users of Council services can access services they need quickly and effectively, thus reducing the burden to both staff and the public of misdirected calls. The Councils external telephone directory listings must be presented in a clear and customer friendly way. This is called a Numbering Strategy.

Within the original CAPITA proposal for joined-up services and e-government, options for a Numbering Strategy were explored.
Option1 :To continue using the existing numbers.
·      This option avoids the costs and possible temporary disruption of change.
·      The wide range of existing numbers is not cost effective and will not enable achievement of good levels of customer satisfaction and accessibility.
Option 2 : Use one number for all calls.
·      A single number for all contact is an attractive option and easily marketable.
·      This option is used successfully within organisations dealing with high volumes of a single type of enquiry from every caller.
·      When enquiries are complex or vaired, they need to be sorted and filtered before reaching the staff able to take the call. This option will not offer this.

Options 3 : A set of new numbers aligned to particular service elements and published widely.
·      Calls will be answered immediately by trained staff experienced in dealing with the particular type of query.  
·      It provides the public with an easy to understand selection of services not based on department structures.
·      It is not necessary to use an automated voice solution to filter calls
·      Effective working relationships will be built and maintained between staff working in the Customer Service Centre and their back office colleagues.
·      This option enables appropriate utilisation of call agents time and skills by training them on several services.
·      This option assists with public understanding of the services provided by NCC by ordering the services into groups and not departments.

Option 3 was the recommended and approved approach that is currently being implemented.  Agreement was also reached, within e-Services to purchase a series of 0844 numbers from BT as there is a significant financial advantage to NCC offering the 0844 service rather than 0845.

Costs involved in implementing the Numbering Strategy
Telephone callers are charged according to the number they dial.  Currently the bulk of our numbers are Norwich based (01603).  For a Norwich citizen they are charged at 3p per minute
(local rate), but a citizen outside the Norwich telephony area is charged at 8p per minute (national rate).  

The Numbering Strategy aims to provide equality of access for all callers across the county and this involves ‘subsidising’ more expensive calls.  0844 numbers are charged at 5p per minute, so irrespective of location every citizen of Norfolk will pay exactly the same for a landline call to our new 0844 numbers. (mobile charges will vary by operator)

We have negotiated a target whereby we will not pay this ‘subsidy’ if the target is achieved. We are on track to achieve this target, and the decision to select 0844 numbers is justified by examination of callers to our new General Enquiries line (0844 800 8020) where 2 in 3 callers are from outside the 01603 area.

All callers will be charged a ‘local’ rate and not a ‘low call’ rate.  Different callers have different suppliers and different call packages, and there will be variation in charges to what they currently have. It would be unrealistic to match all of these various packages.  This is why we have proceeded on an ‘equality’ basis rather than a low cost option. Given that 2 in 3 callers previously were charged at a national rate, there are more winners than losers.

There are options in use by other public sector service providers.  These include the use of freephone (0800) and lo-call (0845) numbers.  All of these options similarly incur the cost of ‘subsidising’ the true cost of calls.  Norfolk police have an arrangement with a different telephony supplier that provides callers with a lo-call cost (e.g. around 3p per minute) and after reaching a target starts generating revenue for each call received.  Whilst this may seem an attractive option for NCC there are a number of risk factors to consider.
·      The Norfolk Police contract is with a small telephony company with only 2 telephone exchanges and limited infrastructure
·      There are unclear financial implications for all customers again dependant on their call package and telephone provider
·      The company has limited experience of successful implementation.
We chose BT as they have robust telephony infrastructure. We have higher levels of confidence in their delivery. This option represents the lowest risk for NCC.

Continued...

...

One number or 20 numbers

Citizens need to know the number or numbers to dial.  This knowledge is achieved through marketing and publishing the numbers in telephone directories and other publications.   Some organisations have implemented a single number for access to their services.  Others use more than one number.  

Using a single number for a complex organisation will require :-
·      the use of automated telephony responses. The customer presses 1 for Social Services, 2 for Trading Standards, etc) to stream the call to a trained operator
·      training all customer service assistants in every service in order for them to provide a service based response
·      use a human switchboard to initially answer the call to establish its type and transfer any complicated call, such as social services, to a trained operator or the back office.

Implementing 20 numbers will filter the call by the number dialled. We can :
·      deliver high quality service and first time resolution of a high percentage of calls
·      structure the customer service centre according to individual service needs and complexity
·      multi-skill customer service assistants to a level where they are able to resolve detailed queries
·      not use automated telephony responses, except for an initial welcome message
·      use the number relevant to the service in all communications and marketing targeted at potential users and other stakeholders
·      produce management information based on the telephone number dialled

NCC have chosen to implement a Numbering Strategy using 20 numbers that are based on service type and volumes.  This has been selected as the most effective way to:
·      reduce our current contact numbers from 111 to 20
·      provide citizens with a meaningful means of contacting us
·      successfully implement a customer services centre.
·      20 number builds on the fact that we are a complex organisation with varied requests.

Given that we are proceeding with a 20 number strategy changing tack to a single number would mean:
·      Revised marketing plan would be required
·      Revised CSA trained and developed and recruitment
·      Cost of technology changes

We have looked at examples from other councils on the application of one or more numbers. There is not set pattern and the user experience is varied and shows few examples of service delivery within the call centres. A sample is outlined below:-
Derbyshire offer a single 0845 number.  This single number operates as a directory enquiries service and the user is asked to re-dial the appropriate office number for specific service enquiries.
Surrey County Council offer a single 0845 number.  The user receives 2 forced recorded messages, one for data protection, one for touch tone keypad directions. Then a 3rd recorded message saying
press 1 for Education,
press 2 for Child matters
press 3 for Roads, Highways and job applications
press 4 for university funding and anything else.
Herts Direct. Do not offer 0845/0844 numbers, all numbers have the STD codes and are split by service group with approximately 20 numbers in use.
Birmingham City Council. Do not offer 0844/0845, and offer a single 0121 303 1111 number. The user is asked to re-dial a service number.

The NCC Customer Service Centre does not aspire to be a switchboard nor does it aspire to deliver a series of recorded messages or button selection.  If a single number option is to be pursued, the aspirations of the customer service centre will need to be re-visited.
Where we are now

NCC has a full page advertising listing within BT books which lists 111 separate numbers, based around current departmental structures.  In addition to these 111 numbers there are an additional 256 general service numbers within the alphabetical listings of the directories. Further to these there are numerous telephone listing for libraries, day care centres, and museums.  
A set of 20 different 0844 800 80?? numbers have been purchased from BT and some of these are already live and in public use.

These are:-
·      0844 800 8003 School Transport
·      0844 800 8004 General Waste/Recycling
·      0844 800 8008 for Street Lighting
·      0844 800 8010 Transportation consultation
·      0844 800 8013 for all Trading Standards calls
·      0844 800 8014 for all Social Service calls
·      0844 800 8019 for Major Incidents
·      0844 800 8020 for all council general enquiries

The Numbering Strategy which would replace the current advertising listing of 111 separate numbers, using the same structure as the corporate website. A draft is shown in the appendix. We are aiming to implement this Numbering Strategy by December 2005.

General Enquiries and the 01603 222222 number
We have successfully implemented and transferred into the Customer Services Centre a number of services that are using the new 0844 numbers associated with these services. There are some issues around realising the benefits of moving General Enquiries from 01603 222222 to the new 0844 800 8020 number.
Currently callers using the 01603 222222 are automatically re-routed through to the Customer Service Centre, they receive no message about changes to the number. Callers using 0844 800 8020 also are routed through to the Customer Service Centre. We need to disconnect the 01603 222222 to realise the financial benefits and provide equitable charges across the county.

Continued...

...

It is proposed that the Customer Service Centre settles the general enquiries number until end of July. The scope of general enquiries is wide and will take some time for the call handling and associated processes to become fully established.

Between July and October an effective marketing campaign will be delivered to inform the Norfolk community about the changes to the telephone numbers.  This will not heavily focus on the 0844 800 8020 general enquiries number, as we are aiming to encourage the public to pre select the service they require, so all of the 0844 numbers in use, will be promoted.

At the end of October the 01603 222222 number will be disconnected and the standard BT message of informing the caller the number is no longer in use will operate.

RECOMMENDATIONS
Chief Officers are asked to:

Note the progress so far

Reconfirm the choice of charging mechanism

Confirm continuing with Option 3 (20 Numbers)

Approve the draft top level numbering framework as shown in the appendix.

Note the approach being taken to realise the benefits from the General Enquiries transfer.

Appendix A : Draft Numbering Strategy
Business
·      Business info/grants/funding etc            0844 800 8020
·      Trading Standards                          0844 800 8013

Communities and living
·      Consumer protection (TS)                  0844 800 8013
·      Registrars of births deaths & marriages      0844 800 8020 (
(for your local registrar check online or in phone book under NCC)
·      Social Services                        0844 800 8014

Council and Democracy
·      Councillors info and committee dates      0844 800 8020

Education
·      Schools information                        0844 800 8001
·      Adult Education                        0844 800 8002
·      School transport                        0844 800 8003

Environment
·      General waste/recycling etc                  0844 800 8004
·      Countryside and Public Rights of Way      0844 800 8005
·      Building Conservation                  0844 800 8020

Social Services                        0844 800 8014
(for individual residential homes or day centres check online or in phone book under NCC)

Jobs and careers
·      Human Resource Service Centre            0844 800 8007

Leisure and Culture
·      Archives                              01603 222599
·      Arts info/grants                        0844 800 8020
·      Countryside and Public Rights of Way      0844 800 8005
·      Library renewals                        0844 800 8006
(for your local library check online or in phone book under NCC)
·      Museums and Archaeology                  0844 800 8020
(for your local museum check online or in phone book under NCC)
·      Tourism info                        0844 800 8020

Safety, Emergencies and Accidents
·      Fire Safety Advice                        0844 800 8020
(in an emergency always dial 999)
·      Major Incidents eg school closures            0844 800 8019

Transport and streets
·      Highway safety and maintenance            0844 800 8008
·      Transportation Consultation                  0844 800 8010
·      Park and ride                        0844 800 8020
·      Public Transport : Traveline                  0870 608 2 608

Customer enquiries for all other services          0844 800 8020
Website      www.norfolk.gov.uk
Email us at      information@norfolk.gov.uk
Text phone      0844 800 8011
Fax            0844 800 8012

Unallocated Numbers at present
0844 800 8009
0844 800 8015
0844 800 8016
0844 800 8017
0844 800 8018
>>

Appendix C Chief Officers Group Report December 2004 - Norfolk County Council’s Telephone Numbering Strategy

<<
1. PURPOSE OF THE PAPER
The purpose of this paper is to inform COG of issues that members have raised about the telephone numbering strategy and to enable COG to consider and approve possible actions to address them.

2. TELEPHONE NUMBERING STRATEGY
In early October e-Services briefed informal cabinet about the telephone numbering strategy and received feedback which:
·      Confirmed that the decision to reduce the number of contact telephone numbers to 20 and to use 0844, is the right choice.
·      Agreed with the decision to switch off the 222222 number by end of October and also agreed the associated telephone message.
However, some cabinet members present expressed some concern as to why the telephone directory still includes numbers which do not follow the new 0844 convention:
·      Economic Development
·      European Funding
·      Trading Standards Animal Health
·      Archives
·      Fire Safety Advice
·      Fire Service enquiries
·      Traveline
·      NPS
·      NCS  
It was explained that the 0844 number is only associated with those services whose frontline service, or elements of it, are operated through the Customer Service Centre and that not all services operate in this way.  It was explained, in basic detail, that the reasons for this are, for example, services have not yet transferred their frontline to the CSC, the service is operated for NCC through a contract with an outside agency or the service has a business rather than public, customer base.    

The following services are planned for transfer and so will have 0844 numbers in due course:
·      Adult Education
·      Childcare Information
·      Countryside/Public Rights of Way
·      Traffic Light faults
However, members raised the question was raised as to why, in other cases, in particular the Archive Centre and Traveline, which is provided by a contracted service, numbers are not changed to 0844 anyway and routed back to the original number if necessary.
It is recommended that Chief Officers responsible for the services that are currently excluded from the 0844 numbering convention address this with their relevant member, and inform them of any future plans for the service that may affect its inclusion or exclusion from the numbering convention.  
If, it is decided that these services would like to change over to the 0844 convention, there are currently some 0844 numbers available, however, in some cases there would need to be restructuring by the Service to ensure customers could access the service through a single 0844 number.

3. NCC TELEPHONE BOOK ENTRY
Cabinet members have expressed the view that the headings used in our telephone book entry to categorise services may make it difficult for people to find the correct service.
The headings used match the navigation followed APLAWs (the accessible and personalised local authority website) recommendations upon which our website is based.   The project had undertaken significant national research with the public to ensure that the structure and navigation made sense and it was then delivered as a national standard list of terms for local government services.
Our web strategy involved following this model for the NCC website and our 3x easier approach means we categorise information once for all channels, so that customers who deal with us by phone, in person or on the web, see that we refer to things in the same way. This is why the telephone book entry matches the website.  
The local government list requires that we use standard wording but we do have the option to arrange it differently, so if members wish, entries could be changed.   There would be significant costs associated with redesigning and testing the current web and telephone book entries; the new version of the web design goes live this month.    
It would be helpful if, as part of normal discussion, Chief Officers could consider,with the relevant member, the entry in the telephone directory using the APLAWs formal (see attached).  If there are good grounds to set aside the national structure for a particular service (other than the personal preference of an individual) it would be valuable to identify them.  A view taking the needs of the service as a whole may assist a rational consideration of this issue.
>>

END