To analyse North Bristol Advice Centre’s client journeys for opportunities to improve operations efficiency, focusing on time wasted on unanswered calls.
NBAC aim to combat poverty and promote social justice by providing free and independent advice and support in North Bristol and South Gloucestershire.
In the last year, they have seen a sharp 20% increase in the volume of enquiries and the amount of debt seen has tripled. NBAC’s services are needed now more than ever.
The aim of this project is to translate client journey and call log data, with a focus on decreasing the volume of call-backs that go unanswered, to answer questions such as:
- Is there a best/worst time of day to call clients?
- What is the average length of ‘different level’ of phone calls, such as triage and casework? This would involve using multiple databases: clients' phone numbers can be extracted; phone numbers are recorded on phone system therefore clients/client profiles can be paired to calls, clients can be categorised by issue/level of service received and client profile based on length of phone calls can be created.
- What are the most active days/times for incoming calls to reception?
Operational improvements that make better use of resources will allow NBAC to help even more people combat poverty.
The outputs will also inform NBAC’s 2025 strategic plan which aims to achieve funding for the further development of community support.
Location
Flexible - remote or in person depending on volunteer location. NBAC is based in Lockleaze, Bristol.
Commitment
To be agreed between volunteer and organisation when completing project proposal.
Desired project start date
May 2023
Desired project completion date
There is no specific target date, or deadline, so dates can be arranged to suit the volunteer.
Apply
If you feel you are able to offer your assistance please complete the application form and return along with your CV to ProBonoOR@theorsociety.com by Monday 10 April 2023.
The OR Society fully supports equal opportunities.
Information about the organisation
For further information about the North Bristol Advice Centre, please visit https://northbristoladvice.org.uk/
Information about Pro Bono OR
For further information about the Pro Bono OR scheme, please visit: www.theorsociety.com/Probono or email ProBonoOR@theorsociety.com
