Issue - meetings

To receive a verbal update on the recommendations of the Customer Experience Working Group.

The Group Manager for Business Transformation and Customer Engagement provided Members with a verbal update on the status of the recommendations made by the Customer Experience Working Group as follows:

1.    Business Case for CRM – Officers had engaged with the market and a prior interest notification had been issued. This had resulted in a number of demonstrations being received on the various offerings available. Officers, Cabinet Members and the Chairman of the Working Group had been  involved in scrutinising these and deciding what kinds of activities were required in the final product. A lot of work was going into the business case as a new CRM system would be a significant investment for the Council

2.    Systems work to full capacity – This was on hold until a decision had been taken with regard to a new CRM

3.    Customers at the heart of the Council – Officers were planning some workshops in the New Year which would be open to Members to discuss their experience and explore their requirements. Officers would engage with the public via a small group of tenants, residents and businesses

4.    Customer Survey – This was in progress but had been limited as there were restrictions on face to face contact. Online and telephone surveys were being carried out and this would run until the end of December 2020

5.    Re-establishing a dedicated Planning department phone service – there had been a reduction in staff and this would be re-addressed after the current ongoing recruitment campaign had been completed

6.    Phone waiting times – this had improved by 15% but was still below target. The main issues were that some experienced call centre staff had been redeployed to assist other departments cope with an increase in duties due to the pandemic

The Chairman of the Working Group thanked the Officer and explained that what she had seen so far had been promising.

The Officer advised that a further update would be provided in 6 months time.