Decision details

Matter for Decision

A review of Customer Services has been carried out to identify the right service model for the future.  The report sets out the findings and recommendations from the review

Decision of Executive Councillor for Finance and Resources

i.               Approved the changes to Customer Services provision detailed in the body of the report, including, where necessary, introducing a revised staffing structure.

ii.             Delegated to the Head of Transformation the work to implement these changes, noting that the staff restructure is subject to consultation with staff and unions and engagement with tenant representatives on issues affecting the Council’s tenants and leaseholders, and that the changes will be signed off by the Leader in accordance with the Council’s Organisational Change policy.

Reason for the Decision

As set out in the Officer’s report.

Any Alternative Options Considered and Rejected

Not applicable.

Scrutiny Considerations

The Committee received a report from the Head of Transformation.

The Committee made the following comments in response to the report:

      i.         The report proposed the removal of the cashier service from Mandela House and Arbury Road, the member asked how spread out and accessible the Paypoint and Post Office services are for tenants and residents to make payments. Also asked for a timescale when the website would be updated to accommodate the provision of more services online.

    ii.         Asked how support would be provided to residents to help them access the online services.

   iii.         Referred to page 56 of the agenda pack which detailed an analysis of complaints via different types of contact.  Face to face contact had the best review at 80% customer satisfaction rate compared to email which had a 50% satisfaction rate. Asked how it could be ensured that the council did not get complaints about customer service as a result of the proposed changes to the service. Noted that there were increases in complaints against other services when new technology was rolled out.

  iv.         Acknowledged that the council needed to facilitate residents being able to access services online but questioned if a person with an urgent and / or complex query would be able to speak with someone rather than having to engage with the council online only and that this was an option available to members of the public early on rather than as the last option.

The Head of Transformation said the following in response to Members’ questions:

      i.         Alternative locations for making payments to the city council were widely spread out across the city this included high street banks, post offices and shops with Paypoint services (there were approximately 25-30 locations within the city). Acknowledged that some customers will need assistance to transition to the new online services and that measures had been put in place since the early stages of lockdown. The council was in the soft launch phrase of its customer portal and some services had had online options for some time (for example council tax and benefits). The website would be updated in the next few weeks so that customers could navigate to services online better.

    ii.         Customer Services Officers would be trained to be able to offer support to residents to help them access services online. This could either be on the telephone or by face to face appointment.  Assistance could include signposting people to the portal, helping residents to set up a customer portal account or an email address and asking questions to draw out what the barriers were for residents being able to access services online. The trial stage detailed in the report would be a good intelligence gathering exercise to understand barriers for people being able to access services online.

   iii.         Referred to page 56 of the agenda and the table showing the GovMetric feedback. The highest volume of negative feedback was provided by website feedback but she advised that sometimes negative feedback can be more about the advice provided and not the way in which it was provided and therefore caution needed to be exercised when considering feedback via the website. She wanted to ensure that the same high quality of service could be provided to customers via a new way and customer feedback and insight would be taken into account in the new design.

  iv.         Would be happy to provide a further briefing to members on concerns raised regarding the detail of the review. A set of criteria had been agreed to try and identify customers who may require additional assistance. A trial period was proposed to see how customers responded to the proposed changes and to allow time for a staff consultation and to ensure that resources met demand.

The Committee resolved by 4 votes to 0 to endorse the recommendations.

The Executive Councillor approved the recommendations.

Conflicts of Interest Declared by the Executive Councillor (and any Dispensations Granted)

No conflicts of interest were declared by the Executive Councillor.