Decision details

Resolved:-

1.1           That Cabinet consider the findings of the Customer Journey Scrutiny Review report as set out in Appendix 1.

1.2           That Cabinet approve the following recommendations arising from the Customer Journey Scrutiny Review:-

(1)            that the Director of Regeneration and Growth/Assistant Chief Executive, in consultation with the Cabinet Member for Finance and Resources and Cabinet Member for Adult Social Care, be authorised to agree a customer care standards/charter, and staff responsibilities in relation to those standards to ensure;

a)              that “back-office” staff take ownership and accountability of customer requests received via Contact Centre Agents;

b)              a standard approach is taken to making officer contact numbers available on Outlook and to customers to prevent additional calls being made to the Contact Centre;

c)               a standard approach to the complaints process and deadlines for responding to complaints are clear and accessible across all Council services;

d)              that key contacts are identified within each service area to aid Customer Service Agents in their enquiries;

e)              that residents are regularly updated and informed about the current process of their request/query.

(2)            that the Director of Regeneration and Growth/Assistant Chief Executive be authorised to commission/develop a customer training package that incorporates the following topics:-

a)       The completeness of response letters

b)       Methods to manage customer expectations and awareness around the Council’s remit and responsibilities.

(3)            that the Director of Regeneration and Growth/Assistant Chief Executive ensure that all members of staff undertake training around customer care standards as identified in (2) and that staff performance against these standards be incorporated within the appraisal process;

(4)            that mandatory corporate customer service training be included as part of the induction process for all staff;

(5)            that the Director of Regeneration and Growth/Assistant Chief Executive, in consultation with the Director of Finance, investigate options for procuring a single joint Customer Relations System across the Council;

(6)            that the Director for Director of Regeneration and Growth/Assistant Chief Executive considers the introduction of automated feedback surveys and that regular feedback on Council enquires/complaints are analysed and shared with Directorates;

(7)            That the Director for Director of Regeneration and Growth/Assistant Chief Executive introduces corporate guidelines in relation to the use of Council contact numbers to ensure that all officers are contactable and that contact details are updated regularly;

(8)      that the Director of Regeneration and Growth/Assistant Chief Executive considers the feasibility of amalgamating the current three contact centres (Corporate Contact Centre, Revenues and Benefits Contact Centre and Adult Social Care Care) into a single contact centre number with staff specialising in various areas;

(9)      that the Director of Regeneration and Growth/Assistant Chief Executive, as part of the refresh of the Council’s website, ensures the Council continues to promote the use of Sandwell Digital First and the Council’s website as the first point for accessing information and raising an issue/request;

1.3         That, in connection with 1.2 above, a further report be submitted to the Budget and Corporate Scrutiny Management Board, within 2 months’ time, on the decision of Cabinet.