ISSUE LOG
Project: / Contact Centre
Produced By:
Given To: / Project Board
Version: / 1.5 / Date: / 27/09/12

KEY

Type: / PI – Project Issue; RFC – Request for Change; OS – Off- specification
Importance: / H – High; M – Medium; L - Low -
Status: / EVA – Under Evaluation; IMP – Being Implemented; CLO – Closed: HOL – Issue on Hold; REJ – Issue Rejected

(The purpose of the Issue Log is to allocate a unique number, record the issue and be a summary of the status).

Issue No: / Issue Type / Raised By / Date Raised / Description/
Outcome / Importance / Status / Last Update
1 / PI / ** / 26/05/10 / Telephone targets need identifying.
Outcome: Targets agreed by project board. / H / CLO / 24/06/10
2 / PI / ** / 24/06/10 / Consider ** report on the inclusion of Benefits.
Outcome: Benefits is in-scope. / H / CLO / 29/07/10
3 / PI / ** / 29/07/10 / Decision required on contact centre front-of-house numbers and locations.
Outcome: Aquila House front-of-house and St. Leonards satellite. / H / CLO / 29/07/10
4 / PI / ** / 23/09/10 / Staffing issues need to be resolved.
Outcome: Trial approach, aligned to HIC, and then live when face-to-face location completed. / H / CLO / 17/04/12
5 / PI / ** / 03/11/10 / Location changed from Aquila House to Town Hall, necessitating new timeline and costs analysis. / H / CLO / 04/01/11
6 / PI / ** / 07/02/11 / ‘Go live’ date for pilot delayed due to changes in waste management and within the contact centre team / H / CLO / 02/03/11
7 / PI / ** / 14/02/11 / Query over future presence in St Leonards following closure of Renaissance House; agreed that there will be no presence / H / CLO / 28/04/11
8 / PI / ** / 28/04/11 / Urgent need for support for ** following departure of **, Asst CCM to be recruited asap / H / CLO / 25/07/11
9 / PI / ** / 12/05/11 / Need to understand exactly what is required at Town Hall, to ensure operational and planning issues are adequately dealt with / H / CLO / 17/04/12
10 / PI / ** / 12/07/11 / Insufficient staff applying for CC posts, need to undertake ‘hearts and minds’ exercise across the organisation. External staff eventually recruited to fill shortfall / H / CLO / 16/12/11
11 / RFC / ** / 02/09/11 / Members raised concerns about the new plans, immediately before the paper seeking approval went to Cabinet. Meetings arranged with architect immediately after Cabinet to resolve difficulty, revised design agreed, but will delay physical work starting on site. / H / CLO / 17/04/12
12 / PI / ** / 09/01/12 / Concerns about whether projected savings will be achieved, rigorous series of meetings underway with finance and operational colleagues. / H / CLO / 14/02/12
13 / PI / ** / 31/01/12 / Issues around CRM (programming and IT contractor) mean projected ‘go live’ date of 10th February for environmental will not be met. Agreed to delay for up to four weeks following meetings with colleagues
UPDATE Now resolved, environmental services transferred successfully. / H / CLO / 17/04/12
14 / PI / ** / 05/04/12 / Panic buttons in small meeting rooms need to be moved
Outcome :- Now moved / H / CLO / 15/05/12
15 / PI / ** / 18/06/12 / Short term staffing situation becoming critical due to two long-term sickness cases and a resignation on top of two vacant posts and maternity leave, entering the busy summer season for visitors.
Senior level meetings discussed and recommended a way forward involving deferring a promotional move (agreed locally), creating three part-time temporary seasonal posts (agreed at OEG level), and a revised timetable for transferring Revs & Bens agreed at Board meeting 04/07/12 / H / CLO / 15/08/12
16 / PI / ** / 01/10/12 / Queuing times/length at reception counter at times very long, especially compared to ‘old’ HIC. Series of measures put in place to speed up transactions at reception, and ‘queue bust’; some success achieved, but complaints continue to be received, and this is the focus of continued management attention and work. / H / IMP / 11/12/12