Quarter 3 2017-18 Performance Overview Report
Meeting: 06/02/2018 - Cabinet (Item 21)
Report of Deputy Leader and Executive Member for Strategy, Governance and Transformation.
The Deputy Leader and Executive Member of Strategy, Governance and Transformation informed Members that Quarter 3’s performance had been assessed as ‘fair’ however there were 5 indicators that were ‘red’ meaning performance was poor and not achieving the minimum standard. The Executive Member for the area requiring improvement was working with Officers through the challenges and would report back to Overview and Scrutiny Commission.
The report was for information only.
Report of the Executive Director Strategy and Governance.
The Deputy Leader and Executive Member for Strategy, Governance and Transformation, Councillor Sam Chapman-Allen presented the report.
The report identified areas of success, including recycling/composting levels, missed collections; LA error rate; and Council Tax/business rates receipts. Areas requiring improvement included customer contact statistics, staff turnover and complaints upheld.
The Chairman queried if the average wait in seconds was for the Contact Centre or all phones including Capita. The Executive Member confirmed it was the Contact Centre; there was no facility to monitor calls taken by Capita.
The Executive Member for People and Information, Councillor Alison Webb expressed concern with figures being red for some time. However, measures were in place for continuous improvement. The aim was for the Quarter Four Performance report to show as amber and green.
The Chairman queried if the Contact Centre had an issue with staff retention. The Deputy Leader confirmed that there had been many individuals on fixed term contracts due to the Service Review. It had been agreed in November that the centres in some of the market towns would close and the staff would return to Elizabeth House.
Councillor Jermy was encouraged by Councillor Webb’s comments. He pointed out that there needed to be a strong stance taken as the commission had seen over the last year continuous red for the Contact Centre with a variety of reasons given for call abandonment. The service that impacted residents the most was the quality of the Contact Centre.
Councillor Dimoglou echoed Councillor Jermy’s comments stating the Contact Centre had had reduced success since 2015. He felt training days and sickness were not justifiable reasons for call waiting times and questioned what steps were being taken.
The Executive Member, Councillor Webb advised that staff from the satellite offices were being brought back to Elizabeth House to answer calls and help the team. She advised temporary agency staff could not be employed as they were not sufficiently trained.
The Deputy Leader extended an invitation to members to visit the contact centre to witness the work they do.
The number of options given when residents called the Council was discussed and Dylan Powles, Customer Services Manager, advised that these were in place to ensure the calls were directed to the appropriate officer. In a recent survey 90% of callers confirmed they had no issue with using the number options.