Customer Services Performance Report
Renfrewshire Council · 10 September 2026
Back to Finance, Resources and Customer Services Policy Board — 10 September 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: 10 September 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 July 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 July 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.
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2 PUBLIC 3.2 Contact Centre Performance 3.2.1 High level monthly summary – for the month of July, the contact centre received 21,368 calls and answered 99% against a primary target of 90% for the period. Table 1 – Customer Service Unit – Primary Target (call handling) Primary target Year Calls Received July Performance Year to Date 90% calls answered 2026 21,368 99% 98% 2025 21,034 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 July Performance Year to Date 70% calls in 40 seconds 2026 74% 70% 2025 70% 71% 3.2.4 The contact centre achieved the secondary target of 70% of calls answered within 40 seconds. 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 3,644 applications for Free School Meals and Clothing Grants and paid £623,580 in clothing grants to 4,665 children. For the same period last year, 3,522 applications for Free School Meals and Clothing Grants and paid £596,430 in clothing grants to 4,486 children 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.
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3 PUBLIC Table 3 – E-mail contact volumes Service May 2026 June 2026 July 2026 Blue Badge 341 404 433 General Enquiry 943 1243 1061 Environmental 58 106 72 Free School Meals / Clothing Grants 27 311 540 Housing Repairs 954 987 1197 Licensing 329 313 436 Mybins 370 601 465 Roads and Lighting Faults 109 104 99 Garden Waste 406 280 217 Total e-mails handled 3,537 4,349 4,531 The volume of e-mails have increased slightly in the last 3 months, mainly due to the peak Free School Meals and Clothing Grant application period over the summer. 3.3 Face to face service provision 3.3.1 The Customer Service Centre continues to offer 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 July 2025. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 91 Marriage Registration 79 Licensing 29 TOTAL 199 4 Digital Service Provision 4.1 Digital Advisor (Millie) For the month of July, the Digital Advisor received 22,044 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.
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4 PUBLIC Table 5 – Digital Advisor Performance Calls Received Transferred to Advisor Response Provided July 2026 22,044 64% 36% Year to Date 96,198 63% 37% The top 5 reasons for transfers, which account for 78% of all transferred calls are. • Council Switchboard 22% • Housing Repairs 18% • Automated Payments 15% • Council Tax 12% • Recycling 11% The percentage of calls deflected and transferred to Advisors has returned to previous levels due to a more general mix of calls during the month. 4.2 Online Digital Services The Council continues to see a high level of requests processed through the online platform, with an additional 11,276 customers registered in the last year. The total number of registered users on the MyAccount platform is now 130,214. Since the start of the financial year, 139,111 online transactions have been completed, which is in line with the volume during the same period last year. ___________________________________________________________________ 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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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 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
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6 PUBLIC ___________________________________________________________________ Author: Gary Innes, Senior Service Delivery Manager (Customer and Digital Operations)