Cuxstomer Services Performance Report
Renfrewshire Council · 5 February 2026
Back to Finance, Resources and Customer Services Policy Board — 5 February 2026 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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PUBLIC ___________________________________________________________________ To: Finance, Resources and Customer Services Policy Board On: 5 February 2026 ___________________________________________________________________ Report by: Director of Finance and Resources ___________________________________________________________________ Heading: Customer Services Performance Report ___________________________________________________________________ 1. Summary 1.1 This report details performance across key Customer Service functions including Call Centre, E-mail, Face to Face and Digital Support for customers during December 2025. ___________________________________________________________________ 2. Recommendations 2.1 It is recommended that the Board: • Note the contents of the report. _________________________________________________________ 3. Customer Service Provision 3.1 This section details the performance of the customer service centre for December 2025. The report provides an update on the overall contact centre call and e-mail volumes. Face to Face services continue in Renfrewshire House, and details of customer volumes are provided in this report.
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PUBLIC Demand for Digital Services remains high, and this report will update members on the level of online transactions being completed and the performance of the Digital Advisor “Millie”. 3.2 Contact Centre Performance 3.2.1 High level monthly summary – for the month of December, the contact centre received 18,238 and answered 98% against a primary target of 90% for the period. Table 1 – Customer Service Unit – Primary Target (call handling) Primary target Year Calls Received December Performance Year to Date 90% calls answered 2025 18,238 98% 98% 2024 17,137 98% 97% 3.2.2 The call centre achieved the primary target of answering over 90% of calls received. 3.2.3 The secondary target is to respond to 70% of all calls within 40 seconds. Table 2 – Customer Service Unit – Secondary Target (call handling) Secondary target Year December Performance Year to Date 70% calls in 40 seconds 2025 70% 71% 2024 71% 69% 3.2.4 The contact centre achieved the secondary target of answering 70% of calls within 40 seconds for the month and the year to date. The total call volume is slightly higher than the same period last year mainly due to an increase in customers calling regarding their new year bin calendars as this is the first year these haven’t been distributed to home addresses. 3.2.5 The process for Free School Meals and Clothing grant applications for the new school session re-opened in June, and to date the team have processed 4,016 applications for Free School Meals and Clothing Grants and paid £660,540 in clothing grants to 4,955 children.
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PUBLIC Applications volumes continue to be lower than the same period last year, where we processed 4,220 applications and paid £701,460 for 5,254 children. 3.2.6 In addition to the calls outlined above, customers also contact the Council using e-mail as their preferred channel. Since the new contact system was implemented, this has given greater visibility to the volumes handled through this route. The e-mails received in the three months to December for each service are outlined in table 3 below. Table 3 – E-mail contact volumes Service October 2025 November 2025 December 2025 Blue Badge 520 466 268 General Enquiry 888 829 831 Environmental 48 44 85 Free School Meals / Clothing Grants 104 51 48 Housing Repairs 1426 1326 1131 Licensing 372 327 273 Mybins 504 335 576 Roads and Lighting Faults 107 126 175 Garden Waste 30 18 19 Total e-mails handled 3,999 3,522 3,406 3.3 Face to face provision 3.3.1 The Customer Service Centre offers face to face support to customers by appointment where this is required. 3.3.2 Table 4 below shows the volume of customers who received face to face support during the month of December 2025. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 76 Marriage Registration 18 Licensing 67 TOTAL 161
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PUBLIC 4. Digital Service Provision 4.1 Digital Advisor (Millie) For the month of December, the Digital Advisor received 20,324 calls. Depending on the nature of the customers query, Millie will either provide an appropriate response to the customer or will transfer the customer to the correct advisor in the call centre. Table 5 below shows the performance levels for the month and a total volume since the start of the financial year. Table 5 – Digital Advisor Performance Calls Received Transferred to Advisor Response Provided December 2025 20,324 62% 38% Year to Date 198,971 63% 37% The top 5 reasons for transfers, which account for 76% of all transferred calls are. • Housing Repairs 19% • Automated Payments 15% • Recycling 15% • Council Tax 14% • Council Switchboard 13% The percentage of calls deflected and transferred to Advisors remains in line with previous months. 4.2 Digital Services 4.2.1 The Council continues to see a high level of requests processed through the online platform, with an additional 8,221 customers registered since the start of the financial year. The total number of registered users on the MyAccount platform is now 124,090. 4.2.2 Since the start of the financial year, 273,352 online transactions have been completed, which is 114,003 higher than the same period last year. This increase continues recent trends following the introduction of the digital advisor, which is now offering customers the option to transact online if they prefer.
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PUBLIC ___________________________________________________________________ Implications of the Report 1. Financial – None 2. HR & Organisational Development – None 3. Community/Council Planning – • Working together to improve outcomes – An efficient and effective Customer Services Unit is vital to ensuring citizens have equality of access to Council services whether this is digitally, by telephone or face to face. 4. Legal - None 5. Property/Assets - None 6. Information Technology - None - 7. Equality & Human Rights - The Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report because it is for consideration of performance only. If required following implementation, the actual impact of the recommendations and the mitigating actions will be reviewed and monitored, and the results of the assessment will be published on the Council’s website. 8. Health & Safety – None 0 5000 10000 15000 20000 25000 30000 35000 40000 45000 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Online Transactions 2021/22 2022/23 2023/24 2024/25 2025/26
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PUBLIC 9. Procurement - None. 10. Risk - None 11. Privacy Impact - None 12. Cosla Policy Position – Non applicable. 13. Climate Risk – none. 14. Children’s Rights –The administration of Free School Meals and Clothing Grants has a positive impact on article 24 (Health, Water, Food, Environment) and article 27 (Food, Clothing, A Safe Home) of the United Nations Convention on the Rights of the Child. _________________________________________________________ List of Background Papers (a) None ___________________________________________________________________ Author: Gary Innes, Senior Service Delivery Manager (Customer and Digital Operations)