Issue - meetings

Report CSD18165

The Committee considered a report which provided information on the performance of the Customer Service contract provided by Liberata for the period 1st June 2018 to 30^th September 2018.  A letter from Amanda Inwood-field, Liberata’s London Regional Contract Director, providing an update on each individual element was included within the report.

The Committee noted with disappointment that traffic through the website had not increased during the reporting period.  In response the Head of Customer Services reported that the report covered a relatively short reporting period (4 months) and that the summer months were traditionally quieter.  A proactive approach was taken to encouraging people to access the Council’s website.  Members suggested that it was possible that website use had not increased as the Council had already attracted the optimum number of website users.  Members noted that from their own personal experience they had limited need to access the website due to factors such as paying Council Tax by direct debit.  The Chairman further noted that a number of services that residents would use (such as brown bins) required users to access external sites.

A Member stressed that the end of year report presented to the Committee should provide a comparison with other Local Authorities to enable Members to objectively compare performance.  The Committee agreed to recommend that in future any Liberata end of year report presented to Members should provide a comparison with other local authorities.

RESOLVED: That

1.  The report and the letter provided by Liberata be noted; and

2.  In future, any Liberata end of year report presented to the Committee to provide a comparison with other local authorities.