Customer Services Peformance Report
Renfrewshire Council · 11 June 2026
Back to Finance, Resources and Customer Services Policy Board — 11 June 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: 11 June 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 April 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 April 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 April, the contact centre received 23,074 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 April Performance Year to Date 90% calls answered 2026 23,074 98% 98% 2025 24,954 98% 98% 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 April Performance Year to Date 70% calls in 40 seconds 2026 70% 70% 2025 72% 72% 3.2.4 The contact centre achieved the secondary target of 70% of calls answered within 40 seconds. The total call volume is lower than the same period last year as customers continue to interact with the Council through e-mail and online forms. The process for Free School Meals and Clothing grant applications for the new school session re-opened in June 2025, and to date the team have processed 4,133 applications for Free School Meals and Clothing Grants and paid £668,820 in clothing grants to 5,032 children. For the same period last year, 4,340 applications were processed for Free School Meals and Clothing Grants and £710,610 was paid in clothing grants to 5,505 children.
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3 PUBLIC The applications for clothing grants in this school year closed on the 31st March, however Free School Meal applications remain open. Clothing Grant applications for the next school year will re-start later this month. 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 February 2026 March 2026 April 2026 Blue Badge 367 407 422 General Enquiry 1009 876 1022 Environmental 35 57 71 Free School Meals / Clothing Grants 25 35 28 Housing Repairs 1490 1317 1255 Licensing 488 457 391 Mybins 399 373 411 Roads and Lighting Faults 136 136 161 Garden Waste 27 437 628 Total e-mails handled 3,976 4,095 4,389 The volume of e-mails have increased in the past 3 months, mainly due to an increase in garden waste enquiries as the 2026/27 permit scheme launched. 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 April 2026. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 53 Marriage Registration 39 Licensing 65 TOTAL 157
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4 PUBLIC 4 Digital Service Provision 4.1 Digital Advisor (Millie) For the month of April, the Digital Advisor received 25,851 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 for the last financial year. Table 5 – Digital Advisor Performance Calls Received Transferred to Advisor Response Provided April 2026 25,851 (64%) (36%) Last Year 266,924 (63%) (37%) The top 5 reasons for transfers, which account for 73% of all transferred calls are. • Council Switchboard 21% • Housing Repairs 19% • Council Tax 12% • Payments 11% • Recycling 10% The performance of Millie remains consistent with previous reports and the team continue to 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 11,757 customers registered in the last year. The total number of registered users on the MyAccount platform is now 127,626. In the last financial year, 367,112 online transactions have been completed, which is 121,185 higher than the same period last year. This increase is due to the launch of new services and the introduction of the digital advisor.
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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. 0 5000 10000 15000 20000 25000 30000 35000 40000 45000 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Online Transactions 2022/23 2023/24 2024/25 2025/26 2026/27
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6 PUBLIC 8. Health & Safety – None 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)