Issue - meetings

To consider the report of the Assistant Director Customer Access.

The report of the Assistant Director Customer Access was submitted providing a review of the data that related to the Thursday late night opening pilot for Civic Centre-based services. The report also sought Members’ views on future opening hours for the relevant services. The report was presented in the context of the Council’s Customer Access work to determine the best way to respond to customers’ needs  and it was highlighted that the proposed hours could change in the future as a result of work to determine the most responsive and cost effective channels in which to meet customers’ needs.

The Assistant Director for Customer Access updated Members on the data gathering exercise and the proposals to alter the opening hours from 8:30am-5pm Monday to Friday and 8:30am to 7pm Thursday to 9am to 5pm Tuesday, Wednesday and Friday  and 9am to 6pm on Monday and Thursday. The hours of the Customer Service Centre would be continually reviewed to ensure that the opening hours met the demands and needs of the customer.

The Portfolio Holder for Housing and Customer Access stated that the demands of customers would be kept under review and that work was being done to redevelop the Council’s order to promote service delivery on line where appropriate.

The Assistant Director Customer Access clarified that due to the need for consultation with staff and stakeholders, it was anticipated that the revised hours would not come into force until at least the end of February. The cost of the Pilot was £22,314 which included publicity and staff overtime costs.

Members agreed that the current opening hours should be amended at the same time as commencing the new hours. It was noted that consultation with staff was taking place to identify and resolve any issues.

RESOLVED that:-

(1)       efforts to ensure that the staff resources are used effectively in order to meet customer demand as part of the Council’s systems thinking approach are noted;

(2)       the revised opening hours for the CSC be effective from the completion of consultation with affected staff for the services included in the ‘Help Me’ System; and

(3)       the end date of the current pilot of opening until 7pm on Thursdaysbe no later than Mid March to allow for consultation with staff and stakeholders.