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:
|
Face to Face |
30,202 |
|
Telephone |
373,000 + |
|
Emails |
over 1 million |
|
Web Forms Submitted |
48,781 |
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.