Issue - meetings

Arising from a report of the Group Manager for Business Transformation and Customer Engagement, the Community Policy Development Group has made the following recommendation: that the content of the revised Customer Care Policy be approved subject to:

Page 4 of the policy – Item 6, first bullet point to read:

·         An office that is open 39½ hours a week -  9am – 5pm (Mon-Thu) and 9am – 4.30pm (Fri)

Page 6 - Appendix 1 – Telephone to Call Centre - Agreed Targets to read: 85% answered, the contact centre is staffed from 8.30am to 5.00pm, calls are put into a queue.

Arising from a report of the Group Manager for Business Transformation and Customer Engagement, the Community Policy Development Group had recommended that the content of the revised Customer Care Policy be approved subject to:

Page 4 of the policy – Item 6, first bullet point to read:

·         An office that is open 39½ hours a week -  9am – 5pm (Mon-Thu) and 9am – 4.30pm (Fri)

Page 6 - Appendix 1 – Telephone to Call Centre - Agreed Targets to read: 85% answered, the contact centre is staffed from 8.30am to 5.00pm, calls are put into a queue.

The Cabinet Member for the Working Environment and Support Services outlined the contents of the report stating that the key requirements of the policy remained unchanged, it set out the level of customer service that customers expected when using the contact method of their choice.  She highlighted the following information with regard to contact from the public:

She stated that the policy would help to underpin the Channel Access and Community Engagement Strategies which were both being reviewed.

Consideration was given to:

·         The customer service target and in particular the response times of individual services within the authority

·         Performance data that was considered by the Audit Committee

RESOLVED that the recommendation of the Policy Development Group be approved.

(Proposed by Cllr Mrs M E Squires and seconded by Cllr C R Slade)

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

To receive a report on the 3 yearly review of the Customer Care Policy from the Director of Corporate Affairs and Business Transformation.

The Committee received a *report on the Customer Care Policy from the Group Manager for Business Transformation and Customer Engagement

She sought Member’s approval for the Customer Care Policy and explained that this was a review of the Customer Services Policy and it had not significantly changed but it now referred to customer services across all departments. Business Transformation would be looking at services targets mentioned in the policy. She explained that as customer’s online interaction increased there would be a need to review the policy more frequently and that the policy review period would be reduced from 3 to 2 years.

Discussion took place regarding the out of hours provision which was currently provided by Taunton Deane and the Group Manager for Public Health and Regulatory Services explained that there was currently a route branch review of the service being conducted which was due to be discussed by the leadership team in the future.

It was RECOMMENDED to Cabinet that the content of the reviewed Customer Care Policy be approved subject to:

Page 4 of the policy – Item 6, first bullet point to read:

•           An office that is open 39½ hours a week - 9am – 5pm (Mon-Thu) and 9am – 4.30pm (Fri)

Page 6 - Appendix 1 – Telephone to Call Centre - Agreed Targets to read: 85% answered, the contract centre is staffed from 8.30 to 5.00pm, and calls are put into a queue.

(Proposed by the Chairman)

Note: - *Report previously circulated and attached to minutes.