Issue - meetings

A presentation is attached regarding Council Connect, how it works and the process for tracking and feedback following a service request being made. (45 minutes)

Tracey Long – Group Manager for Customer Services gave a presentation (a copy of the presentation slides are attached to the agenda for this meeting and held on the Council’s minute book for this Panel). The presentation covered the following:

·  An overview of how Council Connect Works;

·  The face and voice of the Council;

·  Contact Centre; Online; One Stop Shops;

·  Customer first points of contact;

·  What happens to customer requests;

·  We don’t manage customer contacts for;

·  What we do if customers for these services contact us;

·  Service request flow;

·  Managing customer contacts for internal or external partners;

·  Areas for improvement;

·  Overall customer satisfaction rates.

Panel members made the following points and asked the following questions:

Councillor Barrett queried the time scales involved in resolving customer requests, he gave examples of 3 contacts with Council Connect where no feedback was given. He asked to meet with the officer to discuss the issues. The officer agreed to this and explained that it is hard to show on a flow chart the different service areas response times as they vary. Andrew Pate, Strategic Director for Resources explained that the Council does have customer service standards regarding response times which should be consistent across the whole Council. He stated that it would be useful to know from members which service areas they have had problems with and this can be followed up.

Councillor Furse congratulated the team on the customer satisfaction levels. He explained that he used to find it hard to get feedback but recently had used Twitter regarding some fly tipping and he a good response from refuse teams. He stated that he has been pleasantly surprised with the feedback from Twitter and email.

Councillor Pearce asked if Councillors could see a breakdown of information on who has complained/what about/what has been done. Georgina Jackman – Programme Manager Customer Services explained that she is working on some ward based information. Councillor Bevan stated that she used to receive ward statistics regularly and asked if this could be provided again. The officer explained that it could not be provided on a ward basis. The Director explained that there is a new CRM system which is being worked on and will be ready in the next few months. Councillor Bevan asked if the system could work out what proportion of issues have been resolved, the officer confirmed that the new system could do this.

Councillor Bevan stated that she would like a report to come back to the Panel at their March 2016 meeting with information on how feedback is given and also the areas of service with the most issues.