Issue - meetings

To consider the recommendations of the Scrutiny Committee following consideration of the Customer Experience Working Group Report:

1.    That a business case for a new Customer Relationship Management (CRM) system to replace the existing technology is developed and considered by the Cabinet. That any new system be designed with customer need at the centre of the process.

2.    That systems work to full capacity and meet the needs of the customer first and foremost. Back offices should carry out service reviews and review business processes to ensure they are customer focused.

3.    To ensure customers are at the heart of the Council, a customer focused culture should be promoted across the whole organisation - for all staff from the top down. This could include training (for Leadership Team, Officers and Members), Members/staff workshops or the use of advocates/case studies to promote a new system.

4.    That a customer survey is carried out with members of the public regarding their experience and satisfaction as customers of the Council. Results are reported back to the Working Group when available.

5.    That the Planning Department consider re-establishing a dedicated phone answering system, to ensure officers have capacity to focus on applications.

6.    That the phone waiting times are reduced. A review of why the Service Level Agreement is not being met is carried out.

The Cabinet had before it a *report of the Scrutiny Working Group “Review of Customer Experience in Mid Devon District Council” which had been considered  by the Scrutiny Committee at its meeting on 20^th July 2020 and it had made the following recommendations:

1.    That a business case for a new Customer Relationship Management (CRM) system to replace the existing technology is developed and considered by the Cabinet. That any new system be designed with customer need at the centre of the process.

2.    That systems work to full capacity and meet the needs of the customer first and foremost. Back offices should carry out service reviews and review business processes to ensure they are customer focused.

3.    To ensure customers are at the heart of the Council, a customer focused culture should be promoted across the whole organisation - for all staff from the top down. This could include training (for Leadership Team, Officers and Members), Members/staff workshops or the use of advocates/case studies to promote a new system.

4.    That a customer survey is carried out with members of the public regarding their experience and satisfaction as customers of the Council. Results are reported back to the Working Group when available.

5.    That the Planning Department consider re-establishing a dedicated phone answering system, to ensure officers have capacity to focus on applications.

6.    That the phone waiting times are reduced. A review of why the Service Level Agreement is not being met is carried out.

The Cabinet Member for the Working Environment and Support Services thanked the members of the working group and the officers who had put forward the excellent report. The work had been a valuable exercise looking broadly across the work of the whole authority.  The report had highlighted some system processes that could be improved and had considered system used by other councils.  She looked forward to receiving feedback from officers with regard to the work that was taking place and requested that timescales be put in place for some of the action points.

Consideration was given to: the work of the working group, the clean processes that were already in place in some departments and the need for the CRM system to be updated.

It was requested that special thanks to the Policy/Research Officer be recorded for  her work on the project..

RESOLVED that the recommendations of the Scrutiny Committee be approved.

(Proposed by Cllr Mrs N Woollatt and seconded by Cllr L D Taylor)

Reason for decision

In light of the recent Covid challenges for the public and the authority, as an organisation we need to ensure that we continue to meet customer needs and a review of our customer approach is overdue.  Acting on the recommendations from the report would serve as a useful exercise to also review lessons learned from the last few months in how we as an organisation are able to do things differently. 

Note: *Report previously circulated, copy attached to minutes.

To receive a report on the Customer Experience Working Group.

Cllr Mrs C P Daw, the Chairman of the Customer Experience Working Group, presented the *final report and explained that it contained 6 recommendations for the Committee to consider.

She explained that members of the Working Group had agreed that they should explore the end to end customer experience and had visited 11 departments. They felt that the current CRM system was not fit for purpose and found that customers were having to make repeat calls for information and feedback. The Group wanted to stress that MDDC Officers were doing a good job despite the system issues. She explained that the Group had investigated the CRM system used by North Devon District Council and felt this to be the best option for a solution.

The Scrutiny Officer further explained that the CRM recommendation was the key issue as it involved monies for a new system. She explained the North Devon District Council were using the Firmstep system and they had described how it had more than paid for itself by freeing up officer time and that they had found it good value for money.

The Committee discussed the report of the Working Group and were in agreement with the recommendations but were concerned that there were no timeframes attached for the Cabinet to act upon them.

The Cabinet Member for the Working Environment and Support Services stated that she noted the comments and that this had been a valuable exercise. She confirmed she was happy to support all the recommendations the Working Group has made and take the report forward.

It was therefore:

RECOMMENDED to the Cabinet:

1.    That a business case for a new Customer Relationship Management (CRM) system to replace the existing technology is developed and considered by the Cabinet. That any new system be designed with customer need at the centre of the process.

2.    That systems work to full capacity and meet the needs of the customer first and foremost. Back offices should carry out service reviews and review business processes to ensure they are customer focused.

3.    To ensure customers are at the heart of the Council, a customer focused culture should be promoted across the whole organisation - for all staff from the top down. This could include training (for Leadership Team, Officers and Members), Members/staff workshops or the use of advocates/case studies to promote a new system.

4.    That a customer survey is carried out with members of the public regarding their experience and satisfaction as customers of the Council. Results are reported back to the Working Group when available.

5.    That the Planning Department consider re-establishing a dedicated phone answering system, to ensure officers have capacity to focus on applications.

6.    That the phone waiting times are reduced. A review of why the Service Level Agreement is not being met is carried out.

(Proposed by the Chairman)

Note: *report previously circulated and attached to the minutes