Customer Services Performance Report
Renfrewshire Council · 20 November 2025
Back to Finance, Resources and Customer Services Policy Board — 20 November 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 OFFICIAL ___________________________________________________________________ To: Finance, Resources and Customer Services Policy Board On: 20 November 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 September 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 September 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 OFFICIAL 3.2 Contact Centre Performance 3.2.1 High level monthly summary – for the month of September, the contact centre received 18,965 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 September Performance Year to Date 90% calls answered 2025 18,965 98% 98% 2024 20,212 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 September Performance Year to Date 70% calls in 40 seconds 2025 75% 72% 2024 76% 70% 3.2.4 The contact centre achieved the secondary target of answering 70% of calls within 40 seconds for the month and the year to date. The total call volume is lower than the same period last year in line with the pattern we continue to see since the introduction of the Digital Advisor. 3.2.5 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 3,831 applications for Free School Meals and Clothing Grants and paid £649,950 in clothing grants to 4,892 children. Applications are slighty lower than the same period last year, where we processed 4,126 applications and paid £686,640 for 5,145 children however
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3 OFFICIAL it is expected that the winter clothing payment will result in a slight increase in applications in the coming period. 3.2.6 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. Table 3 – E-mail contact volumes Service July 2025 August 2025 September 2025 Blue Badge 445 315 360 General Enquiry 982 867 892 Environmental 79 33 28 Free School Meals / Clothing Grants 786 258 174 Housing Repairs 1330 1193 1320 Licensing 580 436 422 Mybins 667 537 438 Roads and Lighting Faults 79 67 85 Garden Waste 174 61 45 Total e-mails handled 5,122 3,767 3,764 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 September 2025. Table 4 – Face to Face Customer Volumes Service Total Customers Birth Registration 84 Marriage Registration 88 Licensing 57 TOTAL 229
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4 OFFICIAL 4. Digital Service Provision 4.1 Digital Advisor (Millie) For the month of September, the Digital Advisor received 20,298 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 September 2025 20,298 64% 36% Year to Date 137,053 63% 37% The top 5 reasons for transfers, which account for 70% of all transferred calls are. • Housing Repairs 22% • Automated Payments 21% • Recycling 15% • Council Tax 7% • Gas Safety 5% The percentage of calls deflected and transferred to Advisors remains in line with previous months. 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 12,530 customers registered in the last year. The total number of registered users on the MyAccount platform is now 121,146. 3.4.2 Since the start of the financial year, 184,310 online transactions have been completed, which is 74,916 higher than the same period last year. This increase continues recent trends following the introduction of the digital advisor, which is now offering customers the option to transact online if they prefer.
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5 OFFICIAL ___________________________________________________________________ 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 OFFICIAL 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)