Issue - meetings

This report is presented on the request of Finance & Performance Scrutiny for an update on performance within customer services.

Members received a report which provided an update on the performance of the Customer Services team over the last 12 months, in particular focussing on target times for answering calls and dealing with face to face enquiries.

Councillors Allen, Hall and Wallace entered the meeting at 6.32pm.

The reason for the high number of lost calls was queries, and it was noted that the complexity and as a result the time taken on calls had increased over the last few years. In addition to the increase in calls in spring due to garden waste scheme renewals and council tax annual billing queries, this had led to an increase in lost calls. Whilst additional staff were in place during these busy periods, there was a limit to the number of additional staff that could be recruited due to budgetary restrictions and space in the contact centre.

In response to a question about how the predicted performance over the next year, it was reported that officers anticipated it remaining at the same level. Discussion ensued in relation to the channel shift strategy and the importance of increasing the number of services that could be provided online. It was also suggested that more information needed to be provided to the public to signpost them to the correct authority as it was felt that the contact centre may receive a lot of calls that should be directed to other authorities. It was agreed that this would be explored.

Members asked that the concerns of the group in relation to the number of lost calls be passed to the Strategic Leadership Team and that a further report be brought to this body in six months.

RESOLVED –

(i)            the report be noted;

(ii)           the concerns of Finance & Performance Scrutiny be passed onto the Strategic Leadership Team;

(iii)          a further report be received in six months.

Following concerns raised by the Scrutiny Commission, it was requested that a report be taken to this meeting to scrutinise performance of the Customer Services function.

Following a request by the Scrutiny Commission that Finance & Performance Scrutiny receives a report on call waiting times, members received a performance monitoring report in relation to Customer Services.

The high impact of several factors including council tax annual billing, the implementation of the garden waste scheme and electoral registration within the same time period was highlighted and it was noted that this had led to a huge increase in calls into the Contact Centre. It was explained that, whilst additional temporary staff had been recruited, the training period for a customer services advisor was usually six months and it had, therefore, been difficult to prepare new staff.

Concern was expressed that the number of lost calls had increased disproportionately to the increase in calls received, and officers agreed to look into this. Members were also concerned about the impact that the workloads had had on staff morale. In response officers agreed that it had had an impact but staff had been supported by management and staffing levels had been maintained. Members were reassured that satisfaction levels had remained high throughout the period.

Members asked that their thanks be passed onto the Customer Services team for their hard work, particularly in the period of high pressure.

It was requested that an update be provided to this group in six months.

Councillor Hall left the meeting at 7.10pm.