Issue - meetings

CUSTOMER SERVICES CONTRACT MONITORING REPORT

Meeting: 05/01/2022 - Executive, Resources and Contracts Policy Development and Scrutiny Committee (Item 75)

75 CUSTOMER SERVICES CONTRACT MONITORING REPORT pdf icon PDF 281 KB

Additional documents:

Minutes:

Report CSD22002

 

The report provided information on the performance of the Customer Service Contract provided by Liberata for the period 1st June 2021 to 30th November 2021.  A letter from Amanda Inwood-Field, Contract Director for Liberata, provided an update on each individual element and was attached to the report at Appendix 1.

In opening the debate, the Chairman welcomed the consideration of robotic process automation in line with the Council’s broader transformation agenda.

In response to a question concerning targets for the issuing of blue badges and Freedom Passes, the Committee noted that in some circumstances there was a requirement to make a referral to Occupational Therapy, following this the application had to be completed within 4 weeks.  Some of the complaints that had been received were a result of delays with occupational therapy whilst other complaints had arisen when customers had delayed submitting their applications.

Member noted the low response rate for customer satisfaction surveys and noted that the number of surveys sent out had increased.  A review of how to increase the response rate was underway with customers instantly prompted to provide feedback and it was expected that there would be an increase in the response rate over the next year.

In relation to benchmarking, the Committee noted that the Council did not currently collect benchmarking data as other Council’s had different KPIs and targets.  However, a review of any available benchmarking data could be undertaken and reported back to the Committee.

RESOLVED: That the report be noted.