Agenda item

To consider a report of the Executive Director of Communities and the Director of Human Resources, Performance and Communications (Item 5 attached) in respect of an update on the implementation of the Customer Services Strategy 2015-18, following the Overview and Scrutiny Committee Task and Finish Group (TFG) investigation during 2015/16.

The Chair welcomed the following witnesses to the meeting:

• Ann O’Flynn, Service Director, Customer Services, BMBC
• Hazel Shaw, Head of Customer Support & Development, BMBC
• Wendy Lowder, Acting Executive Director Communities, BMBC
• Cllr Jenny Platts, Cabinet Spokesperson - Communities, BMBC

Ann O’ Flynn explained this report is an update on the Council’s Customer Service Strategy 2015-18 implementation following the investigation undertaken by the Scrutiny Task and Finish Group (TFG). Good progress has been made and a lot of the new processes have now been introduced, however there is significant work to be done over the next 6 to 9 months.

Members proceeded to ask the following questions:

1. A member of the committee explained they had contacted customer services over an enquiry about a change in procedures for the collection of household waste and the person they spoke with was unable to fully answer their enquiry.

The group were advised the service will take away this valuable feedback, explaining staff in the contact centre need to be informed of any changes to practices or procedures to ensure they are able to respond to all enquiries.

2. A member complimented the service on the improvements to the Council’s website including ease of viewing Member attendance at meetings and asked what the customer feedback had been in relation to the changes made?

The committee were advised the service seeks feedback from customers and listens to what is said. On every page of the website a feedback box is available and when we launch any online process we end that with a questionnaire. The ambition of the service is to get more people using online services, therefore need to ensure they are good. We also need to monitor the feedback in relation to telephone and face to face contact.

3. Searching for a particular service on the website can prove difficult at times particularly when the public may not necessarily know which word or phrase to use e.g. Governance; is anything done to address this?

Members were advised the search engine is powered by Google and for enquiries made through the ‘search box’, the service input additional key words that have the same meaning and would bring up the correct page for the customer. For example for a Household Waste Recycling Centre (HWRC), searches for ‘dump it site’ or ‘tip’ would take customers to the same page.

4. The report identifies a target set for 2020, whereby 70% of all customer contact is completed online. Currently the figure is 37%; does the target refer to just Customer Services or is it online contact across all departments?

The group were advised this is a general target across all contact channels. We have a complex range of contact channels but we need to get many more people online and our ambition is to achieve that across the board. There has been a gradual transition from face to face contact to telephone enquiries, but this needs to continue and we need to move customers to online access.

5. When we see people who are digitally challenged we refer them to our library service for online access; a report has recently been through Cabinet in relation to this service, therefore is it important that we maintain an extensive library service in order to meet our targets?

The committee was advised that it is important for us to have a library service however we need to make sure our offer is modern and responsive as people are currently coming and queuing to use PCs. We also have free WiFi in our libraries so it’s important that when we do the new design it has to be a modern offer. We used to have a lot of face to face contact in libraries but this demand has now reduced, therefore we need to think differently. There are also lots of clever systems available to manage buildings, for example we can extend opening hours with a technology system, so could open on Saturday afternoons and Sundays without needing staff.

6. How successful have the Digital Champions been since their introduction?

Members were advised there are 2 Digital Champions who work in the community and travel to where their skills are required. They have worked with a number of community groups; however it is difficult to assign a direct correlation between Digital Champions being brought in and a specific increase in the use of online services. At the end of the Quarter 1 performance reporting period, the percentage of online users was 37%, by comparison this was less than 10% eighteen months ago. The target of 70% is steep and the closer we get to it, the harder it will be to achieve; therefore we need Members to contribute to achieving this by advising the service of where the difficulties/challenges are in their individual Wards.

7. A Member asked how our telephone services work as they have tried to contact officers and have just ended up on a loop system bouncing from phone to phone which would not be a good experience for our customers. Also, asked are the changes we have implemented fully integrated as they had recently contacted a neighbouring Council and found they completed an online form but then received a paper form from the service asking the same questions?

The group were advised there is still further work to be done; on the website there are 1200 telephone numbers including those for Councillor Surgeries and partner agencies, specific ones of which won’t be changed. There are 500 Council numbers on the website which we plan to streamline down to just four, for Adults, Children, Finance and Customer Services. Processes have been set-up to redesign services from end to end in collaboration with the service providers. The service has been working with the Council’s IT department as they are central to the changes; however there are still underlying issues that need resolving.

8. To ensure residents are able to access Council Services online, it is essential the WiFi facilities provided in our libraries are working, however this has not been the case at Dodworth and Royston libraries, therefore please can something be done about this?

The committee were advised the service would follow these queries up with the libraries.

9. Can the WiFi password be displayed in a prominent position in the libraries to avoid having to ask for it?

Members were advised there are complex reasons why WiFi password can’t be displayed and we need customers to have individual log-ins so that we have an audit trail of what they have viewed should we be challenged to provide this by other agencies such as the Police.

Members of the committee complimented the service on both the instructional video that is now on the Council’s website, which provides advice on waste and recycling which was one of the TFG recommendations. Also, they complimented staff at the libraries who have been on hand to help customers get online.

10. Will there be a single telephone number for Members similar to the Highways department pilot scheme to make enquiries, also there have been recent issues in accessing this service?

The committee were advised Members have an emergency contact card for key numbers. Also, the Member pilot has since been transferred back to the Highways department, where there is a dedicated office rota to deal with the telephone enquiries; however the service will follow this up with Highways if there are issues. The service advised they are currently working with services to look at Member demand so they can review how their enquiries are dealt with on a service by service basis.

The Chair thanked the witnesses for their attendance and valuable contribution to the meeting and the work they have been doing.

Action Points

1)       Further information to be passed to the Member who enquired regarding progress with improvements to South Yorkshire Police 101 number.

2)       CQC to inform all their directorates to review the colour contrast used in reports for ease of use for those who are visually impaired.

3)       SWYPFT to provide contact details to the committee of Zahida Mallard who is responsible for community engagement.

4)       Barnsley CCG to provide additional information to the committee on the 4Thought service and Thrive approach being used in schools in relation mental health.

5)       SWYPFT to provide contact information in relation to complaints to the committee.

6)       Members to advise the service of any key areas within their wards where there are challenges in terms of getting our customers online and where our Digital Champions will be able to offer support.

7)       Service to follow up WiFi issues at Dodworth and Royston libraries and ensure it is working.

8)       Service to follow up issues with Members being able to access the Highways department to make enquiries.