Circle prides itself on customer focus and agility. Over the last few weeks, as the Covid-19 situation has developed, we’ve put in place our contingency planning and adapted to the situation to help our customers continue to deliver their businesses.
In the last two weeks, despite increased ticket volumes, we’ve maintained 99% response and 95% resolution thanks to the dedication of our people. We are experiencing spikes in demand as the situation evolves and would like to thank you for your patience if you experience any delays during this time. However, we can never rest on our laurels and following the latest Government announcement we want to share with you our next stage of planning to enable us to:
- Support your business
- Keep our customers and people safe
- Help prevent the spread of Covid-19 and keep the pressure of the NHS
To comply with the Governments advice to “travel only when only necessary” we have already implemented the first stage of our plan to ensure all our people at Cardiff Headquarters can work from home. Our next stage is to implement the same plan for our people based remotely at customer sites, delivering planned visits and onsite projects. We are fortunate that we can perform the vast majority of tasks remotely to the same high standard and as such we do not see this having an immediate impact on our service delivery.
Where we do need to attend a customer site, we will be assessing the need against three simple tests:
- Can we perform the same task remotely?
- Is the business classed as Critical by the Government – Critical Workers List
- Is the requirement to go to site business-critical?
If the answer to question 1 is no and yes to question 2 and 3, we will use reasonable endeavours to coordinate an onsite visit. Whilst on-site, we will exercise social distancing, which means our people will need to be able to drive their car to the site to avoid public transport, must remain at least 2m from other people and will use hand gels and anti-bacterial wipes to clean any equipment or surfaces.
We are also working hard to review our project and programme portfolio to see how we can deliver within these guidelines and will be in touch in the coming days to discuss our plan on an individual basis.
As part of our Business Continuity plan for Covid-19 we are trying to minimise the spread of the virus amongst our people to ensure that in the coming months should your business suffer a critical IT event, we have the skills and capacity to support you.
As the Government advice evolves, we will provide more updates.
Thank you for your continued support and cooperation during this unprecedented time.
If you have any questions or queries, please do not hesitate to contact us via your Account or Service Delivery Manager.