Report of the Customer Service Section Head

The scrutiny committee received a report from the Customer Service Section Head, who also gave a presentation at the meeting.  She highlighted the background to the Customer Service Centre and the changes made during the recent refurbishment.  She advised the changes had been made to reflect the needs of both the customer and the organisation.  The aim was to improve service delivery and encourage access to self-serve via telephone and online.  Officers were available to assist those who were unable to complete online enquiries or needed some assistance to get started.  The customer waiting area had been moved; this ensured there was more space and people were not overlooking those at the desks.

Following a question about the children’s play space that used to be in the customer service centre, the Customer Service Section Head confirmed this was being reviewed and a potential space had been identified.  However, it was necessary to be mindful of the fact that some of the space would disappear when the redevelopment of the amenities area started. 

The Customer Service Section Head informed councillors that customer satisfaction had increased as the new streams of interaction with the council had been introduced.

Officers were aware that this was an ongoing process and continually ensured they were making the best use of the space.  The customer feedback helped identify potential training needs for officers or changes to processes.  There were regular service team meetings when officers were able to put forward ideas and be involved in developing improvements.  The Improvement Team included some of those who had reservations about the new format.

In response to a question from the chair about officers’ reactions to the changes, the Customer Service Section Head said that most were positive.  There were some initial concerns when the large desk was first removed.  The Qmatic system had helped some customers to be able to help themselves, by self-registering.  This had helped to reduce queues. 

Following a question from Councillor Williams about some of the more challenging customers officers might encounter in the Customer Service Centre, the Customer Service Section Head advised that there was not a big problem with abusive customers.  Mostly this arose when there were tensions.  There were procedures in place if any problems did arise.  Plus with the new ‘pod’ arrangement officers were not trapped behind a desk, there was a direct link to the Facilities team and the Police if necessary.  The area was also covered by CCTV.

Councillor Watkin, whose portfolio covered the Customer Service Centre, commented that staff had been on a huge journey.  It was very different to the traditional arrangement.  He complimented the Customer Service Section Head and her team on their work.  The new arrangements enabled people to come in and do the things they needed to do without waiting a long time.

The chair thanked the Customer Service Section Head for attending the meeting and providing the scrutiny committee with the update on the refurbishment and answering the councillors’ questions. 

Councillor Martins welcomed the new layout.  He asked for assurance that staff were able to manage the more challenging situations.  For example, mental health issues were generally recognised to be increasing.

The Head of Corporate Strategy and Communications assured the scrutiny committee that officers received training on ways to deal with difficult and challenging customers.  Facilities officers were available to support staff as required.  There had been discussions about putting up posters asking customers to treat staff with respect, but it had been decided not to put them up as the posters could create more tension.

The scrutiny committee agreed to further review the Customer Service Centre in a year.

RESOLVED –

that a further review be carried out in a year.