Issue - meetings

Report CDS16164

Members considered Liberata’s performance between 1^st June and

30^th November 2016 for the Customer Services contract. 

The Contact Centre performed well from July after peak volumes in June due to the referendum, the contractor delivering a service level of just over 63% for the period against a target of 50%. Although the Out of Hours Contact Centre performed adequately overall, call volumes reduced in October and November and service level also fell. Concerning e-mails, performance was generally within target but was again affected by increased volumes during the referendum. For the Civic Centre Reception, at least 80% of visitors were seen within five minutes, achieving the necessary target, with nearly 100% of visitors seen within 15 minutes, almost achieving the further target. For the Council’s Website/ Bromley Knowledge, all key targets were met - the web continuing to be the Council’s primary channel for customer interactions with an increasing number of customers completing web transactions via a MyBromley account (the number of active account holders currently stood at more than 28,000). MyBromley also had a key role in channel shift savings for Revenues and Benefits; on upgrading to a new web platform, officers were also working to maximise customer functionality through MyBromley.  

Overall, the Customer Services contract had performed well for the period. Minor deviations were being addressed with the out of hours call centre provider and the triage reception desk continued to enhance face to face performance, with the acceptance of small batches of evidence having been developed to further reduce reception wait times.

Following a new customer satisfaction survey from September 2016, 84 surveys were submitted to 30^th November, of which 91% expressed satisfaction with Liberata’s service. The full survey of questions was appended to the report. Five complaints and three compliments were also received during the period by customer facing staff.

In discussion, it was suggested that the number of MyBromley Account holders was low; it was further suggested that an incentive is necessary for Council Tax Payers to set up a MyBromley Account. Nevertheless, it was expected to have 80,000 to 90,000 MyBromley Account holders by the end of 2017/18 and more time saving provided an incentive to set up an account.  

A Member enquired how residents had responded to the survey questions. Many comments were thought to be service specific and accordingly fed back to the services. Liberata offered to circulate details of the responses.  

RESOLVED that the information in Report CDS16164 be noted including the Liberata letter appended to the report.