Customer Services Performance Report
Renfrewshire Council · 11 September 2025
Back to Finance, Resources and Customer Services Policy Board — 11 September 2025 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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1 ___________________________________________________________________ To: Finance, Resources and Customer Services Policy Board On: 11 September 2025 ___________________________________________________________________ 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 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 July 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. 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 3.2 Contact Centre Performance 3.2.1 High level monthly summary – for the month of July, the contact centre received 21,034 calls 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 July Performance Year to Date 90% calls answered 2025 21,034 98% 98% 2024 25,796 97% 96% 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 2025 70% 71% 2024 72% 68% 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 and members will note later in the report an increase in online 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 3,522 applications for Free School Meals and Clothing Grants and paid £596,430 in clothing grants to 4,486 children. For the same period last year, 3,719 applications for Free School Meals and Clothing Grants and paid £624,330 in clothing grants to 4,682 children 3.2.5 In addition to the calls outlined above, customers also contact the Council using e-mail as their preferred channel.
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3 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 May 2025 June 2025 July 2025 Blue Badge 392 453 445 General Enquiry 1015 901 982 Environmental 54 72 79 Free School Meals / Clothing Grants 48 246 786 Housing Repairs 1436 1385 1330 Licensing 381 429 580 Mybins 792 656 667 Roads and Lighting Faults 89 76 79 Garden Waste 562 218 174 Total e-mails handled 4,769 4,436 5,122 The volume of e-mails have increased slightly in the last 2 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 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 July 2025. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 71 Marriage Registration 80 Licensing 36 TOTAL 187
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4 4 Digital Service Provision 4.1 Digital Advisor (Millie) For the month of July, the Digital Advisor received 22,373 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 July 2025 22,373 64% 36% Year to Date 96,198 62% 38% 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% Councl Switchboard 13% 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 11,737 customers registered in the last year. The total number of registered users on the MyAccount platform is now 118,938. Since the start of the financial year, 132,2092 online transactions have been completed, which is 55,024 higher than the same period last year. This increase is due to the introduction of the digital advisor offering customers the option to transact online.
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5 ___________________________________________________________________ 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 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)