Issue - decisions
Revised service operating model and service offer for Brent Customer Services
14/11/2017 - Proposed Remodelling of Brent Customer Services
RESOLVED:
19.1 The proposed remodelling of services provided by Brent Customer Services as piloted from June 2017 and detailed in paragraphs 4.2 to 4.6 of the Cabinet report, be approved. The revised service model included:
- A move to an appointments only service for residents visiting the Customer Services Centre (CSC), with appointments only available for enquiries that cannot be resolved on line, except where the customer is identified as vulnerable and unable to use on-line facilities with assistance.
- A move to digital assistance for residents phoning Brent Customer Services except where the customer is identified as vulnerable and unable to use on-line facilities with assistance.
- Active promotion of digital channels with increased support available to customers who need assistance in using these, including assistance via webchat and floor walkers in the Customer Services Centre; and
19.2 Subject to resolution 19.1 above, the fact that the permanent shift to digital-based service delivery would become effective from December 2017 and the associated staffing and other arrangements would be managed between mid-November 2017 and April 2018, be noted.