Agenda item

Presentation to Members.

The Interim Head of HR and Customer Services, Sue Griffiths introduced herself to the Group. She informed the group that she was also the Deputy Chief Executive at Rushcliffe Borough Council and her remit at Rushcliffe included customer services.

The presentation concerned the review of customer access to services of the Council.   Customer access was a changing environment both nationally and locally with authorities being asked to focus resources and reduce costs and shared services more widely used within different elements of the public sector.    Residents did not distinguish between the local authority and the county council and therefore for front facing services a more joined up approach was required.

Changes were due to be made with housing benefits in future being dealt with by the Department of Works and Pensions (DWP) and there were changes due to the council tax.  How people use services was changing with more people using the internet and access to services needed to be fit for purpose.  Currently work was being carried out with Lincolnshire County Council in having a single point of access in Bourne which would be used by both the district and county council and this was being lead by the Head of Finance, Richard Wyles.  A short discussion followed on how the library space in Bourne may be used and it was agreed that an update report on the Bourne Customer Access Point (CAP) be presented to a future meeting of the Group.

? Action Note

An update report on the Bourne CAP project to be presented to a future meeting of the Group.

The issue of bus passes was raised. As concessionary travel now came under the remit of the County, people had to travel to Lincoln or correspond by post in order to get a pass; surely this was an aspect that perhaps the District could help with as a face to face service.

In order to carry out the review, data was required in order to profile our customer’s needs such as geographical spread, languages used within the district.  A best practice need to be established and a draft strategy agreed to be implemented on a phased basis.   Information listed below needed to be gathered:

·         How many people were contacting us and where

·         How are they contacting us

·         Who is contacting us

·         Why are they contacting us

·         Who is not contacting us

Clear customer standards needed to be in place, with clear behaviours by all staff for both internal and external customers.  That all complaints are taken seriously and lessons are learnt from these complaints to improve our service with training being given across the board to all staff and a commitment from the top of a level of care and consistency.

The strategy would cover what we offered face to face, our approach to channels of access, and how we continue to understand our customers’ views and adapt.  Timescales for the project were as listed below with the main people involved beside Ms Griffiths being Councillor Paul Carpenter  portfolio holder, Daren Turner Strategic Director, Richard Wyles Head of Finance and the Lead on the Bourne CAP project and, Lee Sirdifield, Team Leader Revenues and Benefits  and the Customer Services Team.

·         Data gathering up to December 2011

·         Profiling for the future to February 2012

·         Draft Strategy available March 2012

·         Implementation during 2012/13

The Chairman referred to the staff within customer services and said a lot of issues could be stopped at source if the right people were recruited. Ms Griffiths replied that all customer service staff had strong customer service skills, long inductions and a wide understanding of the Council.    Members were pleased with what they had heard but felt that the tracking of issues needed improvement and asked for a print out of the screens for call logs.  It was suggested that as Members were interested in the subject arrangements were made for them to visit the Customer Service Centre (CSC).

? Action Note

That arrangements are made for Members to visit the CSC and speak with the Customer Services Manager.

Further discussion followed on what Members saw as the need for continuity with a complaint and being able to direct dial officers.   

The Chairman thanked Ms Griffiths for an interesting and informative presentation and looked forward to the draft strategy coming before the Group.

NOTE: A copy of the presentation would be circulated to Members of the Group