Decision details

11.1

The Executive Director of Neighbourhood Services submitted a report providing a Customer Services (Contact Centre) Improvement Plan update and to consider comments and suggestions for further improvement.

11.2

RESOLVED UNANIMOUSLY: That Strategy and Resources Policy Committee:-

(a) notes the content of the Customer Services (Contact Centre) Improvement Plan update and the progress being made in respect of ongoing improvement; and

(b) notes that a corporate customer services strategy is in the process of being developed

11.3

Reasons for Decision

11.3.1

Customer Services continually seeks to be fully transparent about our performance and whether and how this is improving. This paper provides the opportunity for Strategy and Resources Policy Committee members to contribute their thoughts and ideas as we work to develop further plans to ensure continuous improvement of the service offered by the Customer Services Contact Centre.

11.4

Alternatives Considered and Rejected

11.4.1

Customer Services management are constantly developing and testing alternative approaches in seeking to improve our performance and the services we provide to our citizens. This is exemplified by the recent Contact Centre Improvement Workshop which will result in an action plan which highlights some potential alternative approaches.