Issue - meetings

To consider the report of Assistant Director Customer Access.

The report of the Assistant Director Customer Access was submitted reviewing the extended opening on Mondays and Thursdays in the Customer Service Centre and Call Centre.

Members were advised that over the last three years various opening hours for access to the Customer Services Centre and Call Centre had been trialled. The data collected on the current opening hours of Monday and Thursday 5pm to 6pm showed that footfall and telephones was very small in relation to the minimum number of staff required to keep the Centre open for this extended time. It was considered that resources should be used more efficiently to protect and increase the Council’s income by Customer Service Officers undertaking the complex case working, pursuing debt owed to the Council, processing council tax changes and reviewing discounts and exemptions.

In response to Members’ questions, the Service Improvement Lead (Customer Support) clarified that the peak time for customers was Monday morning slowing down about midday. There was increase in customers with money problems and mental health and drug issues and, at times, two Security Officers were required to be in attendance to intervene with customers.

Members welcomed the proposal and acknowledged that, given the increasing complex nature of the issues presented by customers, resources could be used more efficiently.

People Scrutiny Committee considered the report at its meeting on 1 September 2016 and its comments were reported.

RESOLVED that, for the efficiency of the service, the amendment of opening hours to 9am to 5pm Monday to Friday from 31 October 2016 be approved.

To consider the report of the Assistant Director Customer Access.

The System Lead - Finance advised Members of a review of extended opening on Mondays and Thursdays in the Customer Service Centre and Call Centre.

Data had been collected on footfall and telephones shows that demand between 5pm and 6pm was very small in relation to the minimum number of staff required to keep the Centre open for this extended time. It was considered that resources should be used more efficiently to protect and increase the Council’s income by Customer Service Officers undertaking case working, pursuing debt owed to the Council, processing council tax changes and reviewing discounts and exemptions.

People Scrutiny Committee noted the report and requested Executive to consider the efficiency of the service and to amend opening hours to 9.00am to 5.00pm Monday to Friday from 31 October 2016.