Issue - meetings

To receive an updated from the Corporate Manager for Digital Transformation and Customer Engagement on the Customer Experience Working Group recommendations

The Committee had before it, and NOTED, a *report from the Corporate Manager for Digital Transformation and Customer Engagement on progress against the Customer Experience Working Group recommendations.

The Corporate Manager for Digital Transformation and Customer Engagement gave an overview of the original recommendations and an update on the actions taken.

She explained that a recent customer survey was very positive and although the CRM had not progressed due to significant resourcing issues in the IT service, that a Project Manager was being recruited to enable the project to progress and develop a business plan.

Consideration was given to:

·         A Member workshop held in March focused on customer service and Members would be surveyed on what additional training would be useful to them

·         The Planning Service had reinstated the telephone line for planning enquiries that are not dealt with under Duty Planning or PreApplication processes

·         Call waiting times had not improved due to ongoing staff vacancies and staff being redeployed to assist with the payment of Government Covid Grants during the pandemic but that there were no high levels of abandoned calls

Note: *Report previously circulated and attached to the minutes