Agenda item

Presentation by the Head of People, Projects and Performance.

The Head of People, Projects and Performance, Sue Griffiths informed the Group that the Customer Access Strategy had been before the group before and introduced Lee Sirdifield to the Group who was the Project Manager and had spoken to the Group previously during the mystery shopping phase of the project.  She and Lee were attending the meeting to give an update to Members on the projects current position.  It was hoped that the strategy would be going to Cabinet for adoption in September.

The presentation covered what is good customer service, 25 Managers of the Council were asked what they saw as good customer service relating to their everyday lives when contacting organisations.  Their responses included:

-        Having a relationship with the organisation

-        Being listened to by someone who seemed to care

-        Someone knowing about their case without having to ask again

-        Choice of methods – phone or online depending on query

-        Promises being kept

-        Honesty if cannot answer but “know someone that can”.

Within the organisation ‘Customer First’ was perceived as a ‘given’ however it needed to have support in order to turn the perception into reality in order to support the delivery of the corporate priorities and for services to become efficient.  A clear direction of travel for the Council’s customers and employees was needed and the Customer Access Strategy would address this.  Mrs Griffiths then discussed the approach taken to date including the research into the current situation with regard to transactions undertaken with the council, what types, customer satisfaction, technology usage and issues.  Reference was made to the recent green bin contribution campaign which had resulted in excess of a 43% online saving of nearly 500 hours. This result gave a clear indication that people were willing to carry out certain transactions online which enabled officers to use their time more effectively.  She then referred to the new Bourne Community Access Point which would offer the public a different way of accessing the Council’s services in conjunction with other partners such as Lincolnshire County Council.   In order to progress with the Strategy there were certain elements and plans to be considered.  An operating model needed to be in place with a phased approach being the preferred option.   Changes to the culture and support within the organisation were needed together with better communication and ICT enabling technology and there would be financial implications.

The proposed operating model would have the following key points:

-        A virtual customer service ‘centre’ to help customers gain a resolution the first time

-        Channel migration which would allow choice

-        For customers who were computer savvy they would be able to get answers to easy queries electronically this would free up time for officers to deal with vulnerable customers with complex queries who wished to communicate by the telephone or have a face to face conversation

-        There would be enhanced internal communication

-        A seamless service for the customer even on the most complex query would be offered with the Customer Services Manager looking after the customer standards element and the Head of Service managing the technical and professional element.

 The project would be in three phases. A slide was put up which showed Members how each of the three phases worked for the customer, the employee, SKDC and the outcomes to be reached.  The first phase dealt with understanding, gathering data being aware of the customer, the second stage was compete, which looked at electronic solutions, answering enquires at first point of contact and the third stage lead looking at introducing additional revenue streams not just responding to the proactive market.  Lee Sirdifield then gave examples of customer journeys when contacting the Council for members to see how services would work. The emphasis was to look at the project in a holistic way. 

Members discussed the presentation and the work done to date it was agreed that in future all presentations be circulated to Members before the meeting and that the Customer Access Strategy be on the next agenda.  A question was asked about having apps for iphones to which Lee Sirdifield replied.

>Action Note

In future Members of the Group to be circulated with presentations before the meeting.

>Action Note:

That the Customer Access Strategy be on the next agenda for the Engagement PDG.