Issue - meetings

Report CSD24067

The report provided information on the performance of the Customer Service Contract provided by Liberata for the period 1st December 2023 to 31st March 2024.

A letter from Bola Odunsi Regional Director (London & The Southeast) for Liberata, provided his update on each individual element and was attached at Appendix 1 of the report.

The Committee considered and discussed the performance of the out-of-hours service, and it was agreed that an overview of the longest wait times along with complaints data would be presented to the Committee in January 2025. It was noted that some of the delays could be down to call volume.

In response to a question, the Liberata Regional Director (London & The Southeast) confirmed that work was underway to improve performance in relation to Freedom Passes and the service was looking to recruit additional staff to manage the increased demand.

The Chairman requested that the Committee be provided with a breakdown of the number of Freedom Pass applications processed online and those processed face-to-face. In addition, the Committee requested that further information of the number of new applications and the number of renewals be provided in January 2025.

RESOLVED: that the report be noted.