Issue - meetings

Report CSD17166

The Committee considered an update provided by Liberata on the performance of the Customer Service Contract for the period 1 June 2017 to 31 October 2017.  A letter from Liberata’s Regional Contract Director provided an update on each individual element.

In response to a question concerning the accuracy issues that had been highlighted in the report, representatives from Liberata explained that these issues had arisen within the Out of Hours Service which was delivered by a sub-contractor (Apello).  The issues of accuracy had been around addresses and post codes and had resulted in people who did not live in Bromley being referred into Bromley services.  There error had occurred on more than one occasion.  As a result of this there was an investigation and the sub-contractor was asked to change its processes to ensure that the error did not occur again.  An Action Plan had now been agreed with Liberata, LB Bromley, and the Sub-Contractor and Liberata was responsible for monitoring the corrective action.

A Member suggested that it would assist the Committee if an additional line indicating the number of personal hours could be added to the table setting out the number of calls received by the Contact Centre.

The Vice-Chairman noted that there had been a growth in registering My Bromley accounts but questioned the actual usage of the registered accounts.  The Chairman requested that information on usage of My Bromley accounts be circulated following the meeting.

Action Point 12: That data indicating the usage of My Bromley accounts be provided following the meeting.

RESOLVED: That the report and update from Liberata be noted.