Issue - meetings

Report CSD19152

The report provided information on the performance of the Customer Service contract provided by Liberata for the period 1st August 2019 to 30^th November 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.

The Committee requested that following the meeting examples be provided of the additional support provided to vulnerable customers with illnesses such as dementia who may not be able to readily access online, telephone or face-to-face support.

Turning to performance in relation to the response to emails, representatives from Liberata explained that there had been a significant increase in the volume of emails received following changes made to waste services although volumes were now decreasing.

In response to a question concerning the mechanism for determining the number of surveys that needed to be sent out, representatives from Liberata explained that this was determined by information coming out of the CRM system based on whether clients had indicated that they were willing to be contacted.  The Head of Customer Services reported that the aspiration was for a 10% response rate and to achieve this more surveys would need to be sent out.  The Contractor would be meeting with the Client-Side Team to discuss ways in which the response rate could be improved.  The Chairman requested that the next report to the Committee provide an update on the progress made in respect of this along with a copy of the survey sent to users of the services.

In relation to the testing process for Blue Badges for people with hidden disabilities, the Committee noted that assessments were undertaken by the in-house Occupational Therapy team and the decision to award a Blue Badge rested with the Occupational Therapist.

RESOLVED: that the report and the letter from Liberata be noted.