One council that Vertex works with receives over 100 calls every day from customers reporting potholes. Each report is passed to highways maintenance where they are prioritised either as an emergency or as routine maintenance before being passed to a contractor for repair at a future date. The extent and complexity of this process is significant - causing delay and frustration for the customer as well as unnecessary cost. In contrast, another council employs teams to proactively monitor the streets with the necessary equipment to fill in pot holes as they find them. This second council has virtually eliminated all potholes calls to their contact centre and the unnecessary work it creates throughout their organisation. NI14 challenges local government to reduce avoidable contact from its customers.
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