With the introduction of the new National Indicators, including National Indicator 14 – “reducing avoidable contact”, I thought it appropriate to pick up on this topic once more, both in terms of collation of metrics and in relation to tackling this problem holistically.

Initially local authorities will be looking to bench-mark where they are at on this front, primarily using CRM platforms or alternatively using sampling techniques. Whilst this is the start point for many organisations – this assumes that all contacts will initially go through CRM-enabled access points.

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