Issue - meetings

Report CSD17098

Members considered Liberata’s performance for the Customer Services contract between 1^st December 2016 and 31^st May 2017. A letter from Liberata’s Contract Director was appended to Report CSD17098 - Liberata was also represented at the meeting for the item.

Overall, Liberata was considered to have performed well throughout the monitoring period. Telephone Calls had also reduced and web activity increased. Additionally, visitor volumes and e-mails had reduced slightly and were expected to reduce further as more on-line alternatives are developed.

The new Revenues and Benefits web portal (ADP), launched in April 2017, had so far received over 2,000 registrations. Officers were working to maximise customer functionality through the MyBromley Account as part of the web upgrade programme. Customer accounts would merge into a single system, providing easier on-line access to a wider range of Council services. The portal had been promoted inter-alia via a stand at the Glades Shopping Centre and through information provided with bills.

Liberata understood the current number of MyBromley subscriptions to stand at approximately 39,400 and the position at 31st May 2017 was believed to be 35,000 subscribers. Liberata offered to report the movement in subscriber levels between January and May 2017 together with the current position.

With the new MyBromley account (Capita product) based around the main council tax system and a portal allowing more services to be added and automated, a greater channel shift would be enabled with some lines of business moved to digital only, including many Housing Benefit functions. Transfer to the new portal would be completed in the last quarter of 2017/18 and significant movement was anticipated when the full range of services is available through MyBromley. A Member suggested it was necessary to go beyond having a choice of payment methods for services and instead enable all Council services to be paid for solely online.

Acknowledging an application for a service was suggested when the fee had been paid, including confirmation of a successful transaction. Members were advised that transaction alerts will be introduced.

Concerning a new web booking system for Registrar appointments, the system was in the final stages of testing and would be available online at the end of the summer.

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An increase in calls to the Contact Centre for March, April and May 2017 and an increase in abandoned calls during the same period may have resulted from a higher number of weekend calls received during those months. It was confirmed that queuing systems are provided for incoming public callers. 

RESOLVED that information contained within Report CSD17098 be noted including the Liberata letter detailed at Appendix 1 to the report.