A presentation on the MED Contact Centre, its service ethos, service delivery and future direction

5. Specialist Companies Specialist IPONZ Specialist Online Other New and Experienced Centre Staff Specialist Insolvency Specialist Consumer Specialist RSM Specialist EWLG Specialist Crown Minerals Lead Advisors Development Officer Team Leader Resources Team Leader Consumer Team Leader Corporate Manager Management Team MED Contact Centre Organisation Chart 10 FTE’s Band D 19 FTE’s Band C 4 FTE’s Band F Lead Advisor Systems Advisors 1 FTE’s Band I Specialist Voluntary Sector Resource Organisation Chart Role

9. Our Quality Culture Every interaction is an opportunity to help someone and to improve the system.

11. Some Numbers 1.50% 1.60% Abandoned 15 seconds 15 seconds ASA 99.30% 98.60% Quality 323,425 325,394 63,282 50,217 152,785 163,446 Total 66 0 0 0 66 0 Social Media 37,458 39,964 1,308 1,049 16,935 20,971 Emails & SS 285,901 285,430 61,974 49,168 135,784 142,475 Calls 2008/09 2007/08 2008/09 2007/08 2008/09 2007/08 All Business Insolvency Companies & PPSR

12. What Kiwis Want : SSC Drivers of Satisfaction

14. What we Do and Will deliver to Kiwis