4 - Customer Services Performance Report
Renfrewshire Council · 23 April 2026
Back to Finance, Resources and Customer Services Policy Board — 23 April 2026 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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1 PUBLIC ___________________________________________________________________ To: Finance, Resources and Customer Services Policy Board On: 23 April 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 February 2026. ___________________________________________________________________ 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 February 2026. 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. 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”.
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2 PUBLIC 3.2 Contact Centre Performance 3.2.1 High level monthly summary – for the month of February, the contact centre received 18,308 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 February Performance Year to Date 90% calls answered 2026 18,308 98% 98% 2025 21,288 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 February Performance Year to Date 70% calls in 40 seconds 2026 72% 70% 2025 68% 68% 3.2.4 The contact centre achieved the secondary target and answered over 70% of calls within 40 seconds. The total call volume is lower than the same period last year and members will note continuing trend where we are seeing an increase in e-mails and onilne transactions as the Digital Advisor provides customers with a choice in how to interact with the Council. 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 4,105 applications for Free School Meals and Clothing Grants and paid £668,100 in clothing grants to 5,018 children.
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3 PUBLIC For the same period last year, 4,277 applications were processed with £706,380 paid to 5,454 children. The applications for clothing grants in this school year closed on the 31st March, however the team will continue to process requests for Free School Meals. Clothing Grant applications for the next school year will re-open in June. 3.2.5 In addition to the calls outlined above, customers also contact the Council using e-mail as their preferred channel. The e-mails received in the last three months for each service are outlined in table 3 below. Table 3 – E-mail contact volumes Service December 2025 January 2026 February 2026 Blue Badge 268 383 367 General Enquiry 831 1028 1009 Environmental 85 54 35 Free School Meals / Clothing Grants 48 28 25 Housing Repairs 1131 1453 1490 Licensing 273 421 488 Mybins 576 552 399 Roads and Lighting Faults 175 215 136 Garden Waste 19 13 27 Total e-mails handled 3,406 4,147 3,976 The volume of e-mails has increased following the introduction of the digital advisor. Customers are being made aware of options in how to contact us and we continue to see some now choosing to use digital methods like e-mails and online services for non-emergency or routine enquiries, e.g. LED lighting units, applying for larger bins, reporting misuse of a blue badge. 3.3 Face to face service provision 3.3.1 The Customer Service Centre offers face to face support to customers 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 February 2025. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 80 Marriage Registration 45 Licensing 70 TOTAL 195
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4 PUBLIC 4 Digital Service Provision 4.1 Digital Advisor (Millie) For the month of February, the Digital Advisor received 19,062 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 year to date. Table 5 – Digital Advisor Performance Calls Received Transferred to Advisor Response Provided February 2025 19,062 64% 36% Year to Date 242,169 63% 37% The top 5 reasons for transfers, which account for 76% of all transferred calls are. • Report a new housing repair 27% • Council Switchboard 17% • Council Tax 12% • Automated Payments 10% • Recycling 10% The team continue to monitor the performance of the digital advisor, and make regular changes to improve the overall effectiveness of the service. 4.2 Online Digital Services The Council continues to see a high level of requests processed through the online platform, with an additional 13,027 customers registered in the last year. The total number of registered users on the MyAccount platform is now 126,062. Since the start of the financial year we continue to see customers using our online service with 329,092 online transactions completed, which is 117,916 higher than the same period last year. The graph below shows this increase in online activity over the past 5 years.
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5 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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6 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)