Item 4 - Customer Services Performance Report
Renfrewshire Council · 12 September 2024
Back to Finance, Resources and Customer Services Policy Board — 12 September 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
Page 1
1 ___________________________________________________________________ To: Finance, Resources and Customer Services Policy Board On: 12 September 2024 ___________________________________________________________________ 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 2024. ___________________________________________________________________ 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 2024. 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.
Page 2
2 3.2 Contact Centre Performance 3.2.1 High level monthly summary – for the month of July, the contact centre received 25,796 calls and answered 97% 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 2024 25,796 97% 96% 2023 25,815 97% 97% 3.2.2 The call volume received was in line with the same period last year. 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 2024 72% 68% 2023 70% 70% 3.2.4 The contact centre achieved the secondary target of answering 70% of calls 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 3,719 applications for Free School Meals and Clothing Grants and paid £624,330 in clothing grants to 4,682 children. Applications this year are slightly higher than the same period last year, where we processed 3,590 applications and paid £559,290 for 4,272 children. 3.2.5 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 last three months for each service are outlined in table 3 below.
Page 3
3 Table 3 – E-mail contact volumes Service May 2024 June 2024 July 2024 Blue Badge 373 353 431 General Enquiry 1494 1603 1543 Environmental 106 117 58 Free School Meals / Clothing Grants 23 404 750 Housing Repairs 736 713 742 Licensing 573 364 388 Mybins 810 631 475 Roads and Lighting Faults 83 67 84 Garden Waste 268 165 107 Total e-mails handled 4,466 4,417 4,578 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 July 2024. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 95 Marriage Registration 50 Licensing 63 TOTAL 208 3.4 Digital Services 3.4.1 The Council continues to see a high level of requests processed through the online platform, with an additional 6,763 customers registered in the last year. The total number of registered users on the MyAccount platform is now 107,201. 3.4.2 The level of online transactions, shown in the graph below, is lower for the month than the same period last year with the platform supporting 17,488 requests in July 2024. Last July was the launch of the garden waste permit scheme which caused an increase in demand which is not repeated this year. 3.4.3 Since the start of the financial year, 77,068 online transactions have been completed, which is broadly in line with the same period last year.
Page 4
4 ___________________________________________________________________ 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 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Online Transactions 2019/20 2020/21 2021/22 2022/23 2023/24 2024/25
Page 5
5 9. Procurement - None. 10. Risk - None 11. Privacy Impact - None 12. Climate Risk – none 13. Children’s Rights - none 14. Cosla Policy Position – Non applicable. . _________________________________________________________ List of Background Papers (a) None ___________________________________________________________________ Author: Gary Innes, Senior Service Delivery Manager (Customer and Digital Operations)