Issue - meetings

(Report of the Scrutiny Review Panel) – To agree the conclusions and recommendations of the Review

          Councillor Bevan introduced the Report to the Committee and after a very brief discussion about about the use of specific customer service centres, and the use of the web, he proposed the following recommendations which were based around 3 key themes: Customer Services Performance; Customer Care and Communication with Client Services:

          Customer Services Performance

(i)                 That Customer Services Department review the value and process of the user satisfaction survey undertaken by Customer Services Officers after each interaction. The Panel requested that, in 12 months time, a report outlining the conclusions reached including supporting evidence, details of actions, if any, implemented be submitted to Overview & Scrutiny Committee. If the value cannot be justified the Panel believes that this practise should be ceased.

(ii)               That Customer Services develop a mystery shopping exercise as part of their performance assessment process. The mystery shoppers to include local residents, disabled people, businesses and Council officers. The mystery shopping should include testing access for disabled users including parking facilities.

(iii)             That the monthly award scheme for staff in Customer Services be re-introduced to recognise and reward excellent customer service.

(iv)             That training for Customer Services and Client Services staff be co-ordinated and where possible shared in particular where there is change of legislations or a new Council service is introduced.

(v)               That Team Managers keep log of reasons for calls to Client Services and that this be reported to liaison meetings. All calls to Client Services by Customer Services staff which are outside the process agreed with Client Services must be authorised by Team Managers.

(vi)             Staff feedback needs to be enhanced, bottom up. In addition the staff suggestion scheme should be reintroduced.

(vii)           That a review be undertaken of all aspects of Information Technology and Communications support to Customer Services. Led by independent experts and supported by Council’s IT Services.IT Services undertake a review of the underlying causes of system downtime with particular emphasis on reducing such downtime.

(viii)         That logs of system downtime be reported to each Customer Services Member Working Group meeting.

(ix)             That the planned saving targets for the next three years are considered to be achievable whilst maintaining existing targets.

Customer Care

(x)               The Review Panel endorsed the projects being developed by the Corporate Customer Focus Manager. This includes the following:

·                          Further developing Customer Focus throughout the Council through a Customer Focus Strategy;

·                          Membership of the Institute of Customer Services, including opportunities for staff development/qualifications in the field;

·                          That the Communication Unit manages and controls the printing and distribution of posters and leaflets. All leaflets and posters should include versions/ date of issue indicators, to assist in removal of obsolete items. In addition, electronic copies of posters and leaflets be made available on the Council Website.

(xi)             That in line with the findings of Reception Project report, it is recommended that firstly the need for security staff at all Customer Service Centres be investigated. Secondly if there is a need, that they be employed permanently by the Council with a varied  ...  view the full minutes text for item 166