Agenda item
Future Customer Contact Project
This report updates on progress with the Future Customer Services project (previously known as Reshaping Customer Contact). As part of the One Council programme, work has been carried out to identify opportunities for service improvement and efficiencies in delivering customer contact services. The detail below sets out current service issues and outlines plans which are being put in place to deliver improvements and efficiencies.
Minutes:
The report from the Director of Strategy, Partnerships and Improvement provided an update on progress with the Future Customer Services project (previously known as Reshaping Customer Contact) which set out to identify opportunities for service improvement and efficiencies in delivering customer contact services.
Toni McConville (Director of Customer and Community Engagement) advised that the emphasis was less on contact and more on service delivery, making engagement easier for customers and minimising the level of ‘hand-offs’. The drivers were improved service delivery, preparation for the future move to the new Civic Centre and new ways of working. Jenny Dunne (Project Manager) set out how services were currently delivered and plans in place to address issues. Staff would be more empowered, service accessibility would be increased via the internet and telephone access would be simplified. There were also plans to reduce the number of face to face contact centres to two with three unstaffed locations around the borough with internet and telephone access. Generalist and specialist teams would be developed and management structures be more consistent and able to manage performance more effectively. Jenny Dunne also drew members’ attention to the key risks and set up costs.
On the financial implications, Peter Stachniewski (Head, One Council Programme) referred to the anticipated one off investment of £2.6m and the efforts being made to minimise costs within departments. Annual savings of £3.5m were expected once the new service was fully operational. He acknowledged the risk however a contingency had been built in and progress was being made. Savings had not been assumed for 2011/12 and the situation would be kept under review.
Members questioned whether the planned number of face to face contact centres around the borough was sufficient, particularly for residents in the south of the borough. Members heard that evidence supported the view that residents preferred to travel to main council contact points such as Brent House, by-passing other local facilities, however this would be kept under review. The introduction of telephone contact points was being developed and the experience in other boroughs being taken into account. Similarly, for increasing internet access, each transaction would be subject to a mini business case to test viability. It was agreed that information be provided to Councillor Van Kalwala on the feasibility of a satellite contact point in the Harlesden area.
Members requested information on the number of one stop staff currently employed and how many there were likely to be after the introduction of the proposals. The number of revenues and benefits staff was expected to remain unchanged. The Director of Customer and Community Engagement reminded that the use of specialist and generalist teams would allow for the more effective use of resources. The committee also noted that part of the project was also to reduce avoidable customer contact with revised procedures while empowering staff to make decisions. Targets would focus on contact and resolution, including less tangible targets such as how customers perceive their experience. Jenny Dunne confirmed that monitoring would take into account success and quality and the performance management system would be based around these aims. Members noted that should the projected savings not be realised, other projects would have to come forward to make up any shortfall.
RESOLVED:-
that the report be noted.
Supporting documents: