Issue - meetings

The report outlined the performance of the Customer Services Contract provided by Liberata between 1 December 2021 to 30 April 2022.

The Assistant Director of Customer Services introduced the report alongside Sarah Lyons representing Liberata.  In response to a question from a Member, it was confirmed that regular reviews identified MyBromley accounts that had not been accessed for two years and if account owners did not respond to an initial e-mail or two subsequent reminders, their accounts were closed.  Another Member raised a query around the Customer Contact Centre, and it was explained that the monthly service level target of answering 50% of calls within 60 seconds had been met for all months and that the given wait time for calls to be answered had been averaged across all calls received during the period.  Overall, customer satisfaction remained high at 90% or above during the six-month period and it was planned to use web chat functionality to increase the number of users completing customer satisfaction surveys in future. 

RESOLVED: That the information contained within Report CSD22062 and the letter provided by Liberata detailed in Appendix 1 be noted.