Issue - meetings

Report RES12204

The report summarised the options for the future provision of customer services, which included Bromley Knowledge (web services), Reception Services and the Contact Centre. It was proposed to make substantial savings by outsourcing these services to a private contractor, and it was recommended that officers should negotiate with Capita and Liberata to explore this. 

The Chairman invited Glenn Kelly, Staff Side Secretary, to address the meeting on behalf of the staff involved. He emphasised that the Customer Service Centre was the face and voice of the Council and set the tone for residents’ perceptions of the organisation. Staff were trained and experienced, with detailed local knowledge – these services could not be provided so effectively from other parts of the country. With £185k of savings already removed from the budget, it was difficult to see how a private contractor could maintain standards and create a profit. Bromley had the highest proportion of people over 80 years old in London, and these people needed to be able to speak directly to staff who could assist them. He also criticised the large clientside shown in the proposals, and the failure to use the Council’s reserves to maintain services and standards. He concluded that staff would ballot for industrial action if the proposals went ahead.

Members recognised that this was a well-run service that was highly regarded by residents. The Leader emphasised that the recent public meetings had demonstrated that residents wanted the Council to examine all options for delivering services more efficiently.  All options should be considered and market tested, whether in-house or outsourced, but it was important to retain the local knowledge provided by a largely locally-based staff.  

The Director of Resources confirmed that it would be possible to engage with both Capita and Liberata without having to go through a formal procurement process, which would be required if other providers were to be considered.

RESOLVED that the Director of Resources be asked to explore opportunities with suitable providers for Customer Services as outlined in the report, noting the importance of maintaining service standards and recognising the need for well-trained staff with local knowledge.