Issue - meetings

Report CSD19128

The Committee considered a report which provided information on the performance of the Customer Service contract provided by Liberata for the period 1^st October 2018 to 31^st July 2019.  A letter from Amanda Inwood-field, Liberata’s London Regional Contract Director, providing an update on each individual element was included within the report.

Considered the responses that had been received to the Customer Satisfaction Survey, Members queried how customers would be made aware of the survey to enable a diverse cross section of customers to respond to the survey.  The Committee was informed that a link to the survey was available on the website.  In addition to this on a monthly basis the survey was sent to a random sample of people who had contact with the customer services team and who had provided consent for further contact.  It was possible for the system to track the number of surveys that were sent out.

Turning to the issue of some customers waiting 73 seconds for their calls to be answered, it was agreed that customer satisfaction data for the past 6 months would be provided to Members following the meeting.

The Committee noted that self-service was actively encouraged and staff in the customer services centre provided support to customers to enable them to use the self-service systems that were in place.

In response to a question concerning the KPIs that had been rated ‘Red’, Members noted that there had been a high level of staff sickness coupled with a number of resignation within the Revenues and Benefits call centre in June and this had impacted the performance of the team.

The Committee discussed the issues relating to the renewal of garden waste bins that appeared to occur on an annual basis.  The Leader of the Council reported that despite the long delays the ability for residents to pay for their garden waste collection by direct debit would be coming online in the Spring.

RESOLVED: That the report be noted.