Issue - meetings

Report CSD16006

The Committee received a report on performance of the customer Service Contract provided by Liberata for the period from 1^st June to 30^th November 2015. A letter from Liberata’s Contract Director, Amanda Inwood-Field, was included with the report, and she attended the meeting with other senior managers from Liberata.

The contract was performing well overall – there had been increased contact volumes in the summer due to changes in the domestic waste collection service, but Liberata had deployed additional staff to address this, and arranged for some calls to be transferred to their Barrow centre. The performance of the Reception was 69% over the reporting period against a target of 80%; changes had been implemented and performance for December had exceeded the target.

The customer portal now had over 14,000 registered users, of which about 26% were regular users (logging in at least once a week.) Functionality was limited at present, but more services would be provided as part of the digital by default approach.

Ms Inwood Field informed the Committee that she would welcome the opportunity to discuss with the Council the possibilities for taking on additional services, and officers confirmed that these issues were being addressed. 

Cllr Ian Dunn requested information on what percentage of time call-centre staff actually spent talking to customers on the phone, and also asked for actual numbers of transactions for the services listed in appendix 4.

RESOLVED that the report be noted.