Caerphilly County Borough Council Awards Case Study 2013: The power of speaking face-to-face

Click to see the full Case Study, and Conference Presentation

See how the council funded more high street centres within existing budgets, to reach citizens who are socially excluded or without access to online services.


Discover how Caerphilly County Borough Council increased resource in high street customer service centres, at no additional cost, by developing a virtual telephony operation and using existing advisors to work both face-to-face and in the contact centre. This created flexibility to support demand profiles and better manage service with a sense of purpose. At the same time, Customer Service work with other council departments to support innovation, and a process re-engineering exercise, across the whole ‘service request lifecycle’, drove efficiencies while providing extra support for citizens. A major success was in bulky waste collection, where new processes and the introduction of mobile data collection reduced waste-related call volume by 40%, cut administration, and freed up 3 FTE of resource.

Site visit 17th September in Caerphilly

View the presentations from the day.

Arrivals and Welcome – Tea and Coffee 
Select Morning Session from:
Caerphilly Council Case Study Project Overview
Caerphilly Council presented and showcased their Innovation Award case study offering an amazing opportunity to hear and see what they have achieved.
Introduction’s and Key Note

Breakout Sessions:
  • Waste Management
  • Regeneration in the heart of the Community

Engaging the Operation
This workshop to explored and learn more about different ways to gain buy-in with presentations and round table discussions.

Public Sector Networking Lunch
Networking Lunch
Real-Time Master Class Update and Panel Interview
We introduced you to our new efficiency cycle, developed at the recent Real-Time Master Class and discuss how this can be integrated into your operation.
Introduction to the KPI Pyramid and Workshop Discussion
Discuss the KPI pyramid and the importance of setting the right targets aligned to your organisation’s strategy.

Final Q&A plus next steps
17:00 Close


  • 3 FTE released to provide support in local centres and 2FTE released in other service areas to support and protect vulnerable citizens
  • Customer satisfaction is 98% for face-to-face services
  • Complaints about bulky waste collection down from 10% to 1%
  • Waste management calls down 40%
Take a look at these articles, videos and links
2013 Winners and Case Studies
See the latest articles on Public Service Transformation


(c) Professional Planning Forum 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit