Provides an early understanding of how effectively the Business Link helpline is performing.
This study provides the Department for Business, Innovation and Skills (BIS) with an early understanding of whether the Business Link helpline is performing effectively against its strategic objective of ‘digital transformation’, in which more businesses are assisted online rather than through other higher cost provision (for example face-to-face contact).
In addition, the research has assessed the value of the service being provided to callers and how far actual demand has matched expectations. The findings are being used to help inform plans for continual improvement of the service.
The review is based on interviews with helpline staff, analysis of monitoring data, call case studies and a customer survey that consisted of 657 telephone interviews that were completed with customers of the helpline.