Title: Useful Links and References
Post by Dave on Sep 8th, 2007 at 12:04pm
Government - Central Office of Information (COI): Better practice guidance for government contact centres - Third edition February 2008
http://www.coi.gov.uk/documents/gcc-third-edition.pdf
Relevant paragraphs are 3.51 through to 3.67 under the "Cost to Citizen" heading on pages 35 to 38 (36 to 39 of the PDF).
Quote:| 3.60 0844 and 0845 are still appropriate tariffs, but it should be noted that they can be charged at up to 5p per minute (from BT lines) and that this may be seen as a barrier by some individuals, so migration to the new 03 numbers may be considered. Revenue share on 0844 and 0845 numbers is possible, but should be avoided by public sector bodies to avoid criticism. Ofcom will be reviewing 0845 again in a couple of years (at which point revenue share may be prohibited). 0844 and 0845 tariffs should never be referred to as ‘local rate’ in any publicity or by agents. |
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Discussion on these guidelines is here.
- HM Treasury - Service transformation: A better service for citizens and businesses, a better deal for the taxpayer 6 December 2006
http://www.hm-treasury.gov.uk/prebud_pbr06_varney.htm
Sir David Varney was asked by the Chancellor to advise him on the opportunities for transforming the delivery of public services. His Service Transformation review looks at how the channels through which services are delivered can be made more efficient and responsive to the needs of citizens and businesses. Recommendation number 29 (page 85/page 90 of the PDF) states:
Quote:| On 'contact centres': […] improving immediate access to public service departments and agencies and then to rationalise telephone numbers by: coordinating the implementation of a public sector wide number strategy utilising the new 0300 number range, to simplify access and tariffs for citizens and businesses to all departments and local authorities; […] |
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Discussion on this is here.
- Parliamentary update
http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1130983483
This thread on the forum contains references to the discussion of non-geographical telephone numbers (NGNs) in the Parliaments of the United Kingdom. This includes questions on which public bodies use NGNs and how much revenue they have generated.
- Parliamentary Early Day Motions
- EDM 930: Public body telephone charges 18 February 2008
http://edmi.parliament.uk/EDMi/EDMDetails.aspx?EDMID=35111
Quote:| That this House notes with concern that people on low incomes are having to pay up to 40 pence a minute to call public bodies, including the Department for Work and Pensions where, for example, a 15 minute call to the Benefit Enquiry Line can cost £6.00 if made from a mobile telephone or through a cable company; welcomes Ofcom guidance which recommends the use of normal geographical numbers alongside 08 numbers; and encourages all public bodies to use 03 numbers which cost the same as local calls. |
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- EDM 1285: Accessing Government helplines from mobile telephones 31 March 2008
http://edmi.parliament.uk/EDMi/EDMDetails.aspx?EDMID=35520
Quote:| That this House notes many Government-run helplines such as the Tax Credit Helpline, Benefit Enquiry Line, Pension Service and Social Fund use numbers with an 0800 or 0845 prefix; further notes that these numbers are widely advertised and are recognised as free phone and local rate numbers, despite the fact that mobile network operators connect customers to these services at premium rates; is concerned that low income users of these helplines without access to a landline incur disproportionate costs in accessing taxpayer funded services; urges the Government to consider reviewing legislation so that 0800 numbers are genuinely free to all users; and calls on the Government to investigate providing all essential Government-run helplines, where no alternative face to face service is provided, free of charge at the point of use. |
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Discussion on these EDMs is here. There was an EDM tabled in July 2005 on Government departments' use of 0870 numbers which is discussed here.
- Mole Valley District Council - Minutes of Meeting 19 July 2005
http://www.molevalley.gov.uk/media/pdf/1/s/Council_Minutes_190705.pdf
See page 5 of the PDF, Motion 2/2005. Following the introduction of an 0845 telephone number for the wheeled bin information service, Mole Valley District Council adopted a policy of not using 0844, 0845, 0870 and 0871 numbers for public services.
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