Agenda item

Customer Experience: Improving our Customer Services

Presentation by Director of Human Resources and Customer Services.

Minutes:

 

7.1

Present for this item was Councillor Cate McDonald, Mark Bennett (Director of HR & Customer Services) and Rob Markham (Lead Project Manager).

 

7.2

It was explained that there was an opportunity with the committee to focus on improving customer service. Mark Bennett gave a presentation on ‘Improving our Customer Services’ referring to the range of services delivered, what people in Sheffield have told us, previous efforts, online engagement statistics, what could be done, suggested approaches to improvement, what customer experience could be like, what staff experience could be like, what difference it will make and how it could be measured.

 

7.3

Members of the Committee raised questions, and the following responses were provided:

·       It was acknowledged there are some significant issues around call wait times and performance and that customer expectations have shifted again. It was also acknowledged that there are issues staff turnover, retention and training and induction is taking longer. It was explained that the best way to make a difference to call wait times would be a holistic approach to how the organisation works so that services are designed around the needs of customers and not individual services. It is estimated that 30% of telephone queries are customers calling back to get a progress update on their initial query. If was explained that if volume could be reduced, then it would make a significant positive difference. It was also explained that improvement is needed where customer queries span multiple service areas, and this then would reduce call volumes and wait times. It was clarified that customers will not be forced to use online services if they are not able or confident to do so, but that they should be given the choice as we know many customers want this and as some services are not available, they make a telephone call. It was suggested that clarity and improvement in communication via letters would also be beneficial to reducing call volumes.

·       A response was given around data. It was stated that more detail on call volumes across various strands was being provided to the audit and standards committee the following week. This data highlights that performance was currently not where it needs to be, and the challenge is around trying to avoid creating situations where people need to call; making some ‘quick fix’ improvements whilst at the same time focusing on longer term strategic change. Thoughts from the committee would be welcomed. The upskilling of staff is part of the solution, and the hope is to broaden the range of queries with which staff can deal with. However, it was not feasible to expect staff to be an expert in every field. It was stated that the systems that are already in place are helping in making more information available to call handlers in an intuitive way. It was also stated that it was important to design the way in which systems were used to improve the service.

·       If improvements can be made to web and phone contact, staff could then be released to support and deal with queries face to face in First Point. Many councils were already working in this way.

·       It was acknowledged that it was difficult to retain staff in the contact centre due to it being an inlet into all areas of the Council. Some work was being done around the apprenticeship routes and career pathways in the contact centre. Recruitment had presented some challenges and a more creative approaches are being used. The latest round of recruitment trialled an approach of ‘CV Only’ and looking at transferable skills which has been quite successful. A cohort of people had been identified who want to specifically work in customer services.

·       In response to a question about the performance of calls dealing with housing repairs, it was stated that the relationship between customer services and repair team is good. There are long term difficult issues to deal with but there are some short-term solutions that are being put in place to reduce current back logs. One example was taking calls over the weekend to reduce a peak in call volumes on a Monday morning which had been implemented.

·       It was thought that a clear and consistent set of standards that the whole organisation can understand and work to are needed.

·       It was stated that if Members wanted to get more involved in this work and a period of understanding to appreciate the issues from different perspectives would be very helpful and a visit to the call centre could be facilitated. Areas of challenge should be identified in order to work towards solutions. A view from the Committee on this would be welcomed to help produce solutions.

 

7.4

The outcome of the discussion on this item was summarised as follows:

·       The focus of discussion in the meeting was around customer experience and the contact centre.

·       There was a suggestion for members to visit the contact centre.

·       There was a focus on standards and expectations regarding improvements.

·       The importance of data around customer complaints.

·       The relationship with housing repairs and maintenance.

·       Members were asked to help set out what they feel would be good standards and expectations and finding a good way to do this. It was suggested this could be done in smaller groups or in carefully managed public gathering evidence sessions.

·       Members would be asked which of the three areas they would like to consider which were improvements, customer complaints and repairs and maintenance and finding out more on standards.  Other issues related to the budget.

·       Members would be asked to produce a list of what they see are key priorities.

 

7.5

RESOLVED: That the Committee:-

 

 (a) notes the information now reported, together with the responses to the questions raised;

 

(b) thanks Councillor Councillor Cate McDonald, Mark Bennett (Director of HR & Customer Services) and Rob Markham (Lead Project Manager) for attending the meeting, and responding to the questions raised and

 

(c) requests the Policy and Improvement Officer to write to members of the Committee with regards to their feedback, how Members of the might work together and identifying key priorities in relation improving customer experience.

 

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