Agenda item

To receive a presentation by the Customer Services Manager, together with the quarterly report on the performance of Customer Services in the period April to June 2010.

(Councillor T V Rogers, Executive Councillor for Finance and Customer Services was in attendance for this item).

Pursuant to Minute No. 10/06, the Panel received a presentation by Ms M Greet, the Council’s Customer Services Manager, on the development of Customer Services within the District Council. By way of introduction, the Panel were advised of the background to the establishment of the Council’s Contact and Customer Services Centres, the range of services currently provided and statistical information on customer enquiries. Information was also provided on customer feedback, staffing requirements during fluctuations in demand for services and the challenges facing Customer Services.

The Customer Services Manager outlined the savings that Customer Services had achieved, the additional work that had been absorbed at no extra cost and a series of options for future service provision together with the savings that these might achieve. Members noted that Officers would continue to review the service to achieve savings.

Councillor T V Rogers referred to the importance of Customer Services to the delivery of the Council’s services and the need to maintain current customer interface standards. The Panel discussed the extent to which back office costs might be shared with other authorities and, specifically, whether there was any potential to provide a customer services function on behalf of other authorities. The Customer Services Manager explained that such a move had not been explored. The Head of Customer Services then drew attention to the implications of changes to housing benefit legislation, which would come into force in 2013 and were likely to create a number of challenges for the service.

Arising from the presentation, a question was asked on new requirements relating to data security and the impact they might have on the way the Council provided its services. In response the Head of Customer Services explained that the need to achieve the standard required by the Code of Connection posed a number of problems for the authority with regard to remote access and home workers. Having been advised of the likely cost to the Authority of complying with the standard and in noting that the Authority was to be inspected in October 2010, Councillor Rogers reported that representations had been made to the Secretary of State for Communities and Local Government that the inspection should be delayed to enable further work to be undertaken.

Following a question about the contingency arrangements, which were in place to tackle sickness levels within the service, the Panel were informed that service provision was augmented by a small number of contract workers who were employed during peak periods. Members noted that advisors at all locations had responded well to high demand. However, by providing cover during absences, some advisers were accruing high levels of flexitime. In the longer term, there would be a need to consider issues relating to staff recruitment and retention.

Consideration also was given to the Customer Service Quarterly Performance Report for the period April to June 2010 (a copy of which is appended in the Minute Book). Members noted the levels of performance and standards achieved by the Service. Whereupon, it was

RESOLVED

that the contents of the report and the information presented be noted.