4 - Customer Services Performance Report
Renfrewshire Council · 9 February 2023
Back to Finance, Resources and Customer Services Policy Board — 9 February 2023 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: 9 February 2022 ___________________________________________________________________ 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, Face to Face and Digital Support for customers for December 2022 ___________________________________________________________________ 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 for December 2022, and the current year to date position. The report provides an update on the overall contact centre call handling volumes and service level. Face to Face services continue in Renfrewshire House, with these being managed on an appointment basis. 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.
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2 3.2 Telephone Call Handling 3.2.1 High level monthly summary – for the month of December, the contact centre received 25,890 calls and answered 96% against a primary target of 90% for the period. Table 1 – Customer Service Unit – Primary Target (call handling) Primary target Year Calls Received December Performance Year to Date 90% calls answered 2022 25,890 96% 97% 2021 19,619 98% 97% 3.2.2 The contact centre achieved the primary target of answering 90% of all calls. 3.2.3 The secondary target is to respond to 70% of all calls within 40 seconds Table 7 – Customer Service Unit – Secondary Target (call handling) Secondary target Year December Performance Year to Date 70% calls in 40 seconds 2022 58% 63% 2021 70% 62% 3.2.4 The contact centre performance was below the secondary target of answering 70% of calls within 40 seconds, Year to date however the performance remains higher than the same period last year. The main impact on performance was an extended period of severe cold weather period experienced across the country during week commencing 12th December. This led to an increase in frozen pipes and heating / hot water issues. The call centre had to respond to this demand by extending operating hours to 9pm each evening to support council tenants reporting issues. Overall, an increase of over 6,000 calls were received compared to the same period last year. In addition to the telephone demand outlined above, the team continue to manage the Free School Meal, Clothing Grant, and Bridging Payment processes and to date the customer service team have processed 5,084 applications for Free School Meals and Clothing Grants and successfully paid £796,830 in clothing grants for 6,371 children.
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3 3.3 Face to face provision 3.3.1 The Customer Service Centre in Paisley offers face to face support to customers by appointment where this is required. 3.3.2 Table 3 below shows the volume of customers who received face to face service during the month of December 2022. Table 3 – Face to Face Customer Volumes Service Total Customers Birth Registration 104 Marriage Registration 19 TOTAL 123 3.4 Digital Services 3.4.1 The Council continues to see a high level of requests processed through the MyAccount online service, with a further 6,572 new users registered on the platform since the start of the financial year. This continues the trend seen since the start of the pandemic, with a total of 33,127 new users since March 2020. The number of users on the Council’s MyAccount service now equates to over 99% of all households in Renfrewshire, compared to 69% of households in March 2020. 3.4.2 The level of online transactions for the month is slightly lower than the same period last year but the MyAccount service still supported 10,937 requests in December compared to 6,434 in the same period in 2019. 3.4.3 Since the start of the financial year a total of 119,168 transactions have been completed through the online service. ___________________________________________________________________ 0 2000 4000 6000 8000 10000 12000 14000 16000 18000 20000 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Online Transactions 2019/20 2020/21 2021/22 2022/23
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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 9. Procurement - None. 10. Risk - None 11. Privacy Impact - None 12. Cosla Policy Position – Non applicable. 13. Climate Risk – none. _________________________________________________________ List of Background Papers (a) None ___________________________________________________________________ Author: Gary Innes, Senior Service Delivery Manager, Ext 6322