Agenda item

To consider the attached report regarding ‘What our customers are telling us’ and an update on Customer Strategy.

The Service Manager for Customer Services, S Lewis, presented an update report on Customer Services throughout the Council during the second quarter of 2020/21.

S Lewis stated that, in respect of what our residents were telling us, there was frustration that changes in services had not been communicated to them, and service areas had been reminded of the need to do this. 35% of residents had indicated that they preferred to pay cash and did not wish to switch to alternative payment methods. As a result, the cash office at the Broadway had been reopened for two days a week, and had taken payments totalling £68,000 during the first two weeks. However, a longer term solution would be developed. On a positive note, the special waste collection service had been well received and residents considered it good value. Finally, the reporting of potholes and requests for pavement maintenance were popular topics via the Council’s social media channels, even though they were the responsibility of the County Council.

S Lewis then proceeded to give an update on the Council’s Customer Strategy, and reminded the Select Committee that it had not been launched as planned to external customers due to the Covid-19 pandemic; a decision would need to be taken as to when this would happen. Phase I of the Strategy was to ‘fix the basics’ which included a customer services health check to be undertaken by service areas. It was felt that this should be mandatory for service areas to complete. Phase II was ‘customer shoes’. A training pilot with Impact Factory would be launched next month to deliver customer services training to staff. Phase III was to embrace new technology and priorities were being reviewed by ICT.

Finally, S Lewis highlighted that National Customer Service week began on 5 October 2020, for which a number of events were planned, and there were a number of key messages to be communicated to staff over the coming months.

Cllr D Wixley commented that he had used the Member Contact system and found it helpful. However, he had recently received an email from an experienced member of staff indicating that there had been a change of policy and that he should use the customer contact section of the Council’s website instead. Cllr S Murray stated that he had also received a similar email. Cllr S Kane, the Portfolio Holder for Customer & Corporate Support Services, confirmed that the Member Contact system was the correct channel for Members to use, as it would be augmented in the future with the development of the Member Portal. S Lewis apologised for the misleading information that was given and reassured the Councillors that the member of staff concerned would be advised of the arrangements for Members. Cllr D Wixley suggested that an item should be placed in the Council Bulletin clarifying the correct policy, and Cllr S Kane confirmed that this would happen.

Cllr S Murray commented that the Impact Factory website looked fascinating and innovative, and had good customer feedback. However, the Councillor enquired whether the Council still undertook any ‘mystery shopper’ exercises? S Lewis responded that none were being undertaken at the current time, but it could be an option for the future when the refurbishment of the Civic Offices were complete and the new reception area had opened. Cllr R Brookes felt that the customer services staff had performed very well during the pandemic, but highlighted that she had used the main switchboard number last week and had to listen to over a minutes-worth of messages on different topics before being able to speak to a member of staff in the contact centre. Cllr D Plummer had also experienced this and added a plea for the use of plain English rather than terminology. S Lewis undertook to investigate this and noted the request for plain English.

Cllr J McIvor opined that it was important for staff to put themselves in the shoes of customers, and that National Customer Service week was a great initiative. The Councillor also felt staff should consider colleagues as customers as well, not just residents. Cllr S Kane reiterated that the focus initially would be on communications with residents, to improve the way that the Council disseminated information. This would include improvements to the Council’s website to improve accessibility, and the re-opening of the Council’s customer contact centres when it was safe to do so. Cllr N Bedford suggested that the Council could work with Town and Parish Councils to provide temporary customer contact centres throughout the District. S Lewis stated that the Corporate Communications Team were working hard to improve the accessibility of the Council’s website.

            Resolved:

            (1)        That the update report on the Council’s Customer Services during the             second quarter of 2020/21 be noted.