Agenda item

(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 role to include some of the following:

(xii)           That the Call Centre be renamed ‘Contact Centre’ as it now deals with e-mails.

(xiii)         It is the opinion of the Scrutiny Panel that the ability is there to ‘win’ a national award for the excellent service provided by the department. The Panel encourages Customer Services Department to apply for a Charter Mark award or other national awards for Customer Services.

(xiv)        That as part of the review of the phone system, Customer Services look at purchasing a phone system that indicates to the customers their position in the queue and the estimated time of wait for an answer.

(xv)          That all Customer Service Centres introduce the facility to take credit/debit card payments immediately.

(xvi)        That the roll out of parking permits to all centres be completed immediately.

(xvii)      That it be investigated whether the demand and usage of the Customer Service Centre in Hornsey justifies the need for a centre in the area. In addition that in future the Accommodation Strategy considers, if there is a need to move the Hornsey Customer Service Centre, that it be relocated to Hornsey Library, taking into account the need to co-locate with Housing Services.

(xviii)    That Customer Services provide a ‘Sign Video’ system for deaf service users at the Customer Service Centres and a ‘Type Talk’ system at the Call Centre. These should replace the Minicom facility and deaf sign language interpreters.

(xix)        That Customer Services in consultation with Property Services/ Highways Department provide parking facilities for customers with disability as near as possible to the Customer Service Centres, which should be clearly marked for the use of disabled customers only and clamping be enforced for unauthorised parking.

(xx)          That the single queue at Apex House Customer Service Centre be reconfigured as a matter of urgency.

Communication with Client Services

(xxi)        That Team Managers and staff members be trained as service champions in particular service areas to reduce calling Client Services and improve service time.

(xxii)      That Customer Services be responsible for the development and update of a forward plan in conjunction with Client Services which has details of all major letters, information, bills, reminders etc being sent to residents throughout the year to enable Customer Services to prepare resources adequately.

(xxiii)    That regular service liaison meetings between management and staff from Customer Services and Client Services be held as required. At each meeting at least one member of staff from Customer Services should participate. The agenda for the meeting to include the followingmeetings should cover some of the following issues:

1.      Minutes of the last meeting (review of actions/responsibilities)Forward plan requirements;

2.      Review Performance Measures/Statistics and quality against targets To check/monitor how service level agreements are being applied;

3.      Call Centre performance statisticsConsider reports from Team Managers from Customer Services for reasons for calls to Client Services;

4.      Key Housing performance indicatorsTo confirm that cut of points are still correct;

5.      Review current issue logs/raise new issuesTo compare data on number of issues which require Client Service actions and what proportion of  those have been completed;

6.      Review of future development plan- Include anticipated workloads, contingency planning, scheduled downtime, training, recruitment and resource capacityRepeat calls statistics to be discussed including reasons;

7.      Information on key issues affecting the borough to be better communicated to Customer Services Officers. i.e. Parking enforcement during Christmas period;Review Draft SLA;

8.      Reports from Team Managers on calls to Client Services which are outside the agreed processCustomer Services and Client Services performance targets.;

In addition, all staff and team managers in Customer Services and Client Services should be advised of key outcomes arising out of service liaison meetings.

(xxiv)    That as part of the Corporate Induction, organised by Organisational Development & Learning, all new employees visit the Call Centre and a Customer Service Centre.

(xxv)      That Customer Services investigate additional funding streams to further assist in the recruitment and training of new recruits.

(xxvi)    That the recharging arrangements to all client services be clarified. Client services need to be made aware of the number of calls / visits handled on their behalf along with the average time of their transaction, repeat visit / calls information to be included. Provision of this information will encourage client services to ensure a reduction in repeat visits / calls and to streamline their transactions to achieve reduced transaction times.

RESOLVED:

·                    That the report of the Scrutiny Review Panel: Customer Services (March 2006) and the conclusions and recommendations of the review be endorsed; and

·                    that the report be referred to the Executive for its consideration.