Problem Statement

•The accessibility team want to make a change to the extreme repeats functionaility to look at 20 alls in 30 days. Currently this is done through batch however we no longer utilise repeats or extreme repeats in the UK.

'As Is' and 'To Be' Customer Journeys

•Currently this functionallity would me maintained within a batch process as repeats and extreme repeats however the current functionallity is no longer used in the UK and the ambition is to remove it and fold it into the current repeats Databse used by routing to carry out DODO repeats, Same Day Repats and routing repeats.

•Requirement to invvestiate whats needed to increased the DB to hold 30 days of data, Its currently partitend to only hold 7 days.

•Performance is required to me maintained.

Business Requirements

•requirement is for accessibility to have individual extreme repeats of 20 calls in 30 days

We started by obtaining the top 50 repeat Access customers for Q1:

50 Access customers called us 5,500 times, that’s 63+ calls a day

2.2% of Access Demand

The cost to the business in repeat calls for these 50 Access customers alone for Q1 was circa £165,000