Agenda and minutes

Apologies for absence were received from Cllr Richard Levell, Cllr Ian Jelley and Cllr Valerie Anslow. It was noted that Cllr John McGhee was acting as substitute for Cllr Anslow.

No declarations of interest were received.

RESOLVED that:-

The minutes of the meeting held on 28^th February 2024 be approved as a correct record and signed by the Chair.

The Panel received a report from the Assistant Director for Customer Experience that formed an update on the Council’s customer services operations following a period of transformational activity, provided information in relation to the current position of the service and sought comments and feedback from members.

The Panel was provided with details of two major service transformation projects that had been undertaken across the previous 18 month period, the first being the procurement and operation of a new, single customer relationship management (CRM) system to replace legacy systems. It was noted that the new system would allow for improved customer interactions and data capture from customer service hubs across the Council area. The introduction of the system was being phased to different service areas across the Council, with learning taken from each implementation to inform the continuous roll out of the programme. It was anticipated that rollout would be completed by October 2024.

The Panel heard that there were a number of complex system integrations remaining to be completed with a view to harmonising services and increasing the number of customer services advisors that could answer Council-wide queries. In addition, work was underway to record avoidable and unavoidable contacts to enable the Council to hold useful data for service liaison meetings, and improve services offered and customer interactions.

Details were provided of the second service transformation project, the procurement of a single cloud-based telephony system provided by 8x8. It was noted that migration from the five previous legacy systems had commenced in May 2023 and now offered a better picture of customer contacts with teams able to produce reports from calls received. The Panel noted that the new system benefitted from a multitude of options through its licence, with work underway to consider which enhancements would benefit the Council’s greatest pinch points and develop better resilience across customer services advisors.

The meeting heard that customer services teams would continue to operate a hybrid-working model, with the ability for staff to work from home fed into team charter principles and also allowed advisors to work at different sites across the Council area improving service flexibility and experiences for staff.

For customers, the new telephony system would be easier to navigate, with payment systems at the front of the Interactive Voice Response options to reduce wait times. Although there remained significant work that could be undertaken with the system, resources were focussed on identifying elements that would have the greatest impact. The Panel noted that a review of the general enquiries option would be undertaken as it was the source of 40,000 calls during 2023 and was the lengthiest option to navigate to.

Cllr John McGhee stated that he had received feedback from staff that internal contact was currently difficult and that asking staff to have a full understanding of all service areas required significant training and time. Cllr McGhee also queried staffing numbers for customer services.

In response it was heard that service liaison meetings would be convened to discuss internal  ...  view the full minutes text for item 37.

Discussion on future themes to bring to the Connected Communities EAP

The forward list of items for the EAP was considered, with Members noting that a report detailing a Draft Compliments, Comments and Complaints Policy for the Council would be submitted to the next meeting of the Panel on 21^st June 2024.

The Executive Forward Plan for 1^st April 2024 to 31^st July 2024 was noted.

There being no further business, the Chair thanked Members and Officers for their attendance and closed the meeting.