Issue - meetings

To provide an update on how the Council is performing for the period 1 October 2021 to 31 December 2021(report of the Portfolio Holder (Corporate and Communications), and the Assistant Director (Corporate) enclosed).

Consideration was given to the report of the Assistant Director – Corporate, which provided an update on how the Council was performing for the period 1 October 2021 to 31 December 2021.  A summary of the main points was provided by the Deputy Chief Executive (Corporate Development).

·         Members asked what action was being undertaken to address the performance within Customer Services.

o   Officers advised that some of the issues had been around recruitment, and a lot of work was being undertaken with regard to induction and training of new starters within the Customer Service Centre. An improvement in performance was already being seen and work continued to maintain this positive trend.  Officers would be providing an update to a meeting of the Performance Monitoring Panel, and further improvement in Quarter 4 was anticipated.

DECISION:

That the content of the report be noted.

(Other options considered:

·         Do nothing. 

Reasons for decision:

·         To ensure that Council performance is properly scrutinised.)

To provide an update on how the Council is performing for the period 1st October 2021 to 31st December 2021 (report of the Assistant Director – Corporate enclosed).

Consideration was given to the report of the Assistant Director – Corporate which provided an update on how the Council was performing for the period 1 October 2021 to 31 December 2021. The Assistant Director – Corporate attended on behalf of the Senior Change and Performance Business Partner, who had sent apologies. 

The Assistant Director – Corporate introduced the report and stated that performance had been positive. The only area of concern had been the Customer Contact Centre which had continued to show an underperformance. Improvements from the implementation of mitigations and initiatives, which had been presented to the Panel at the 9 November 2021 meeting, had started to take effect. A further update from the Head of Customer Contact (PSPS) would come forward at the next meeting.

• Members were disappointed with the Contact Centre’s response to incoming telephone calls. Long waiting times punctuated by regular automated messages directing customers to the website, had been experienced. A call-back system was suggested.
  • The Assistant Director – Corporate referred the Panel to the previous presentation by the Head of Customer Contact (PSPS) which outlined an improvement plan. Work had been underway to address the issue and an update on the plan and the performance would be given at the next meeting.

• Members queried the fly-tipping performance data; an improvement had been reported however a specific incident had not been dealt with after 15 days. 
  • The Assistant Director – Corporate would challenge the data with the service and requested the postcode of the specific issue raised.

• Members asked whether the phone line worked efficiently and optimally for the council’s needs.
  • The Assistant Director – Corporate confirmed that the current system did not work well for the council and that a budget had recently been approved to replace the telephony system at both South Holland and East Lindsey councils. The new system would help address many issues of concern in customer contact.

• Members requested a narrative be included for the Freedom of Information (FOI) performance information.
  • The Assistant Director – Corporate responded that a piece of work in respect of FOI had been ongoing to identify the correct route for incoming enquiries. Where possible, enquiries would be sent direct to officers for an expeditious response. This area had regular focus at joint senior leadership team governance meetings.

• Members wished to note concerns regarding:

AGREED:

That the report be noted.