Source: JournalLive.co.uk

http://www.journallive.co.uk/north-east-news/todays-news/2009/04/28/northumberla...


Apr 28 2009  by Dave Black, The Journal

BOSSES at Northumberland's new super council have been accused of failing to comply with an independent regulator's guidance by providing an 0845 number for people who need to contact the authority.

Members of the public who telephone the all-purpose council – which came into being on April 1 following the switch to unitary local government – now have to use a single number, 0845 600 6400, to speak to call handlers.

Numbers beginning 0845 and 0875 are used by many businesses and organisations providing a wide range of services, but calls are generally more expensive than to ordinary 01 or 02 geographical numbers.

Calls to the new county council number from mobile phones cost between 8.5p per minute and 20p per minute, depending on the network. Now former Blyth Valley borough councillor, Bob Watson, has made a formal complaint to regulator Ofcom about the county council’s use of the number. He says Ofcom guidance states that public organisations such as Government departments, GP surgeries and councils should not use such numbers exclusively, when dealing with people on low incomes and other vulnerable groups.

Yesterday Mr Watson said: “Ofcom recommends that public bodies should not use 0845 or 0870 numbers because of the extra costs involved for many callers. I am not with BT and calling the county council number cost me 8p for connection and then 4p a minute.

“It cost me 22p for a three-minute call so you can see how it could get quite expensive for someone ringing up with a complicated query about housing or benefits. The council is not advertising the availability of the old 01 numbers, even though Ofcom guidance says geographical numbers should be given equal prominence.”

County council Conservative group leader, Peter Jackson, said his group has asked for the use of the 0845 number to be discussed at a scrutiny committee next month. “We need to know why the new authority went for an 0845 number when other councils and organisations have switched to 0345 numbers instead. We have go to look at this in detail because we want residents to have the cheapest calls possible into the county council.” A spokeswoman for Ofcom said: “We have issued advice that public sector bodies should not use more expensive 08 numbers, but this is only guidance and is not a mandatory requirement or a rule. It is a decision for the organisations involved.”

John Berry, former secretary of the North East Pensioners’ Association, said: “These numbers are a deterrent to elderly people contacting their council. Calls to local councils should be as cheap as possible.”

Cost-effective option

COUNTY council head of customer services, Chris Philips, said: "Having a single number provides a simple, memorable message to everyone who wishes to get in touch with us, and this is generally a cost-effective option for callers.

"0845 calls are generally charged at the local rate, but are often free as part of a call package. For mobile callers the charge varies depending on service provider. In many cases the charge is less than had the call been made to a 01670 number."

Mr Philips said Ofcom did recommend the use of 03 numbers. He added: "However, the only network they can force to ensure correct application of 03 call charging is BT. They cannot give guarantees that all networks will charge the same for 03 numbers, or that 03 numbers are available.

"This led us to conclude that 0845 was the best option and that 03 was not workable. We could not risk some callers being unable to contact us on an 03 number, which would be completely unacceptable."

Mr Philips said Ofcom has recommended that all providers move to charging the same amount for calls to 0845 this year, and there is general agreement to this from major network providers. "The council does not make any money from use of the 0845 number," he added.

Source: The Journal

http://morpeth.journallive.co.uk/2009/05/councils-0845-number-under-mor.html

Council's 0845 number under more scrutiny

May 6, 09 10:01 AM

Bosses at Northumberland's new super council are coming under increasing pressure to scrap the 0845 telephone number which has been provided for people who need to contact the authority.

The Journal revealed last week how one former councillor (Bob Watson, pictured) has made a formal complaint to watchdog Ofcom that the unitary council is failing to comply with its guidance that public bodies should not use 08 numbers because of how much it costs people to ring them.

Now pressure is growing on County Hall chiefs to make a change as:

   * National campaigners cast doubts on the council's claims that many mobile calls to the 0845 600-6400 number cost less than to a 01670 number.
   * Northumbria Police says it changed its non-emergency number from 0845 to 03456 after only a year because it was cheaper for people to call.
   * The use of the 0845 number is to be examined in detail by a county council scrutiny committee, with one option being to change it.


Telephone numbers beginning 084 and 087 are used by many businesses and organisations providing a wide range of services, but calls are generally more expensive than to 01 or 02 geographical numbers, and those starting 03.

The new unitary council brought in the single 0845 number when it came into being on April 1.

Calls to the number from mobile phones cost between 8.5p per minute and 20p per minute, depending on the network.

Yesterday Dave Lindsay, who campaigns nationally against the use of 08 numbers by public bodies, said: "I hope Northumberland County Council will resolve to move away from its 0845 number."

A Northumbria Police spokesman said the force switched from an 08456 number to 03456 a year ago.

He said: "This number is cheaper to use than the previous 08456 number, and in many cases is free as part of an existing call package, especially in the evening and at weekends."

Former Blyth Valley councillor, Bob Watson, who made the complaint to Ofcom, said: "If the county council wants a fancy number to denote that it is a new organisation then it should use an 03 number, the same as Northumbria Police.

"In addition, the old geographical council numbers, such as 01670 533000, are still being used, but County Hall needs to publicise them so people are aware."

Coun Glen Sanderson, who chairs the council's communities and place scrutiny committee, said the issue would be formally discussed next month.

"We need to establish who made this decision and why, and what options are open to us.

"We have to make sure that access to the county council is as easy as possible for people, but also as cheap as possible."

The county council says it concluded that the 0845 number was the best option for the new unitary authority after considering other possibilities.

Residents of Northumberland really do need to ask why their council is employing morons to advise it.

The report, to be considered at the meeting of the Communities and Place Overview and Scrutiny Committee tomorrow is available here:

http://www3.northumberland.gov.uk/Councillor/Upload/CDocs/2099_M334.doc


There is misinformation contained within the document. On page 3 it says that Ofcom can only ensure correct application of call charging with 03 calls is BT. This is rubbish as all providers charge 03 as per 01/02.

The point is not the absolute call rate, but the pegging of call charges to "normal" ones.

It goes on to say that some callers might not be able to call 03 numbers. Whilst this was the case a couple of years ago when the numbers were first introduced, I think we're firmly over this hurdle now.


The document also suggests that 0845 calls might become chargeable (incoming that is) at some point in the future. This will be the case if it is decided that they should be brought inline with 01/02 calls as 0870 will be on 1 August and as 03 numbers are now.

The charges on a 03 number is estimated as £38,000 and it is envisaged that this will be the same for 0845 if it is brought inline with 01/02/03. This is the cost of the number translation service which is currently being passed back to callers - the subsidy or stealth tax that the Council is happy to derive.


Recommendation 5.2 is that an alternative geographical number be published on the Council's website. Perhaps there is scope for the 0845 number to be given as an alternative to a 01/02/03 number to allow citizens to take advantage of special perverse discounted rates with BT. Some might be confused as to which number they will be best using.

If any alternative is not published in all places that the main number is, then some might be unaware of it. It is wrong that those who have internet access and look on the website should benefit when others won't.


Recommendation 5.1 is to wait 12 months and see what happens. I am sure that the growing public perception of 0845 is that it is a rip-off. 0845 is the new 0870. Just because the premium revenue share is being removed from 0870 numbers does not mean that they are any more desirable. 0845 will be no different if it is brought inline with 01/02/03 numbers.


In a nutshell, I think there's common misunderstandings at work here. The briefing sheet on the introduction of the 0845 number stated it was "local rate". The council should move to introduce a number as per the original brief.

Of course, Northumberland Council could use a geographic number and distribute the calls through its own network, which is, presumably, how it will distribute them anyway. But without the revenue share, of course.

As a new body serving localities with a variety of geographic codes, it makes sense to have a number that has no close association with any one of these. A regional geographic code would provide the best option, but that is one which does not exist.

One suspects that the £38,000 which callers are paying for the 0845 number is partly on account of the redirection features that are deployed and would apply whatever the published number were to be.

The Council has confirmed its political decision that the part of the cost of its telephone system should be met by those who call it (perhaps through the increased package charges put in place since BT made 0845 calls inclusive) rather than by Council Taxpayers. In its statement it acknowledges this fact and declares it to be "broadly acceptable".

All those who campaign for lower taxation and public spending may need to ask themselves how "acceptable" they find the consequences to be.

Source: Northumberland County Council

http://www3.northumberland.gov.uk/Councillor/Upload/CDocs/2460_M361.doc

NORTHUMBERLAND COUNTY COUNCIL

COMMUNITIES AND PLACE OVERVIEW AND SCRUTINY COMMITTEE

At a meeting of the Communities and Place Overview and Scrutiny Committee held at County Hall, Council Chamber on 2 June 2009 at 2:00pm.

[…]

9.      SINGLE TELEPHONE NUMBER

(Copy of report enclosed with the signed minutes as Appendix B).

The Chairman expressed thanks to the staff of the Call Centre in relation to the visit by Members of the committee which had taken place prior to the meeting.  It was suggested that a similar exercise take place in six months time.

Councillor Garrett left the meeting for this item.

The Chairman commented that this was a subject that had received a lot of  publicity and that all Members wanted to see, in terms of a call centre function, was for members of the public to get their calls answered quickly, efficiently and be dealt with effectively.    Members did not want to see the least able members of the public who could not afford the cost of a call to be penalised unnecessarily.  He also commented that he wanted to be clear about when the decision was made to implement the 0845 number and what the longer term implications of this could be.  It was hoped to find a way forward which was helpful to the council as a whole but more importantly to people.

Mr C Philips, Head of Customer Services and the Executive Member for Culture, Councillor Mrs I E Hunter, presented a report which provided information on the background to the telephone number strategy and the choice of a non-geographical number, highlighting that:

•      Implementation of the number had been the starting point as part of the ‘single door’ to the new council.   Customers being able to phone one number was seen as a significant step, providing a single access point when the new council was created.   The original blueprint has subsequently been challenged however as the new council moved forward.
•      Given the sensitivities of all the councils coming together and the perception of area bias, this had now been taken away by implementing the use of a single number; the principle was to have a number which was not geographically biased.  
•      There were pros and cons to implementing the number and no one best solution for both the council and its customers.  The Council had had to weigh up the advantages and disadvantages and select the best option.  
•      When the number was originally chosen, concerns were reported that calls to an 03 prefixed number could pose the risk that calls potentially would not get through.  This was an intolerable consideration on day one and the best option therefore was to take the 0845 number.   Things had moved on since this decision was taken and disparity exists between providers in that they charge different rates for each type of call.  
•      There has been a move by OFCOM to move to a single charging rate on 0845 numbers; this presents a risk to the council to pick up the cost of calls in the future.  It is estimated that £144k in call charges could be picked up by the council.  This would have to be met by cuts in services elsewhere.  The 0845 number currently incurs no cost to the Council with many BT customers having free access; other networks do charge.  
•      The single number has been widely promoted and chosen as it offered the best solution at the time to meet all needs.

Mr Philips and Councillor Mrs Hunter went on to respond to comments and queries raised by Members which included:

•      The view that callers did not know how much they would get charged if they rang the 0845 number.  Such numbers in many peoples’ minds could be related to premium rate lines and there had been a lot of negative publicity around these numbers.  Although the 0845 number was not generating income for the County Council it could be perceived as doing so.  
•      Concerns were raised about the social inclusion aspect of using the single number.  Most people ringing the County Council were ringing because they needed services (mainly benefits services) and could be ringing from mobile phones.   Members were advised that the number had been selected in order to advantage as many people as possible as the number incurs the minimum cost.  Although the Council was trying to get down to the neediest people, there would always be some that were disadvantaged.  
•      Members noted that results from a straw poll had indicated that only 276 calls had been received from mobile phones, out of almost 100,000 calls.
•      Members were advised that although 0845 call charges were not excessive, the Council could not answer for all call providers and that there would be also differences if using the 01670 prefix; research had suggested that calls to 01670 were expensive for some people.