Reply I received- largely just the leaflet repeated! Why would use of 03 incur a cost?
Thank you for your recent enquiry.
From July 1, Norwich City Council replaced the main seven numbers people use to call the council. The new number - 0844 980 3333 - does not cost any more to call from a landline and will be charged at 3p a minute. The previous charge was 4p a minute and so calls will be cheaper. Charges from mobiles vary depending on the contract and provider.
The council, like other organisations who use 0844 and 0845 numbers, was given the option of charging more than the 3p minimum charge to make a profit from the number. The council declined, feeling it was wrong to make money from delivering services to our customers.
Whilst customers with mobile telephones or contracts that provide free calls will not always benefit from the change in number, the council looked at the benefits the change would provide to all its customers before making its decision to implement the new number.
Customers can make use of any the six area offices that have a free internal telephone or they can use the free internal telephone in the Customer Contact Centre at City Hall. The availability and usage of phone boxes is in decline and therefore this free service offers help those with limited telephone access. Customers can also contact by email and access many of our services via the website
www.norwich.gov.uk.
We have taken into account Central Office of Information Guidance, and looked into the '03' number options, however this service would have incurred a cost to Norwich City Council which would ultimately have to be subsidised by the council tax. Our research and information from other organisations such Norfolk County Council and Norfolk Police show that 084 numbers have a proven track record in helping organisations to improve the speed and efficiency of services delivered to customers.
The change to one number means that calls are directed to the right people, with the right skills, first time - ensuring they are dealt with more efficiently and answered more quickly. It also means staff can be moved to particular call areas at peak times - allocating resources where they are needed most.
To test the technology, last year we carried out a trial of menu options on housing calls. The results showed clearly we were able to respond to more customer enquires more effectively.
The introduction of the new number has already shown we can offer a better, and more efficient service with reduced waiting times, an improved call success rate and therefore quicker access to a customer advisor who can help with your enquiries.
I trust this answers your enquiry if you would like any more information please do not hesitate to contact the Customer Contact Team.
Yours sincerely,
Rachel Hardy
Customer Services Team Leader
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Sent: 03 July 2008 03:47:25
To: Residents Service Team
Subject: New 0844 number
I would be pleased if you could refer this letter to the department that can answer queries about why an 0844 number has been introduced by the City Council.
I am extremely disappointed to see that the City Council has adopted an 0844 number.
1) While it is correct to say that the cost of 3p per minute is similar to what many providers charge for 01/02 calls during the day, this ignores the fact that people who have inclusive calls allowances still have to pay extra for these calls;
2) Has the council considered the cost of these calls from phone boxes, which is considerably more than to a geographical 01603 number?
3) The council has obviously considered the cost from mobiles and the attitude seems to be - tough! "The council regrets that mobile phone companies charge more" hardly helps- of course they charge more, because 0844 numbers (like 0845 and 0870) are designed to be revenue sharing. Calls from mobiles typically cost 20p a minute or more to 0844 numbers- so will probably cost about £1 before you even get to speak to the right person! As with landlines, the inclusive minutes with mobile contracts (or "free" minutes if you top up a certain amount on pay as you go) do not include calls to 0844.
4) The fact that the council has set the cost at 3p per minute so as not to take any revenue share is not as magnanimous as it looks- it simply means the telecom provider is raking the cash in instead!
5) The most disadvantaged residents of the city are more likely to use phone boxes or mobiles rather than a landline so you are targeting them particularly to pay more.
6) Did the City Council consider the guidance from the Central Office of Information that discourages the sole use of 08 numbers for access to public services? If those who made the decision to use 08 were not aware of the COI guidance, that suggests gross incompetence. If they were aware of it, why was it disregarded>
7) The spiel that 08 numbers have a proven record of improving service seems as if it has been lifted straight from a telecom provider's sales pitch. The main point about 08 numbers was that they could route calls to different destinations around the country (or even abroad). This feature is not needed where all calls are being made to Norwich, or is the council planning to outsource and privatise some of its call handling?
8) Was the use of an 03 number considered and if not, why not? If this decision was based on advice from the council's telephony provider?
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