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Resolved:-
 

1.1          
That Cabinet consider the findings of the Customer
Journey Scrutiny Review report as set out in Appendix 1.

 

1.2          
That Cabinet approve the following recommendations
arising from the Customer Journey Scrutiny Review:-
 

(1)           
that the Director of Regeneration and
Growth/Assistant Chief Executive, in consultation with the Cabinet
Member for Finance and Resources and Cabinet Member for Adult
Social Care, be authorised to agree a customer care
standards/charter, and staff responsibilities in relation to those
standards to ensure;
 

a)             
that “back-office” staff take ownership
and accountability of customer requests received via Contact Centre
Agents;

b)             
a standard approach is taken to making officer
contact numbers available on Outlook and to customers to prevent
additional calls being made to the Contact Centre;

c)              
a standard approach to the complaints process and
deadlines for responding to complaints are clear and accessible
across all Council services;

d)             
that key contacts are identified within each service
area to aid Customer Service Agents in their enquiries;

e)             
that residents are regularly updated and informed
about the current process of their request/query.
 

(2)           
that the Director of Regeneration and
Growth/Assistant Chief Executive be authorised to
commission/develop a customer training package that incorporates
the following topics:-
 
a)       The
completeness of response letters
b)      
Methods to manage customer expectations and awareness around the
Council’s remit and responsibilities.
 

(3)           
that the Director of Regeneration and
Growth/Assistant Chief Executive ensure that all members of staff
undertake training around customer care standards as identified in
(2) and that staff performance against these standards be
incorporated within the appraisal process;
 

(4)           
that mandatory corporate customer service training
be included as part of the induction process for all
staff;
 

(5)           
that the Director of Regeneration and
Growth/Assistant Chief Executive, in consultation with the Director
of Finance, investigate options for procuring a single joint
Customer Relations System across the Council;
 

(6)           
that the Director for Director of Regeneration and
Growth/Assistant Chief Executive considers the introduction of
automated feedback surveys and that regular feedback on Council
enquires/complaints are analysed and shared with
Directorates;
 

(7)           
That the Director for Director of Regeneration and
Growth/Assistant Chief Executive introduces corporate guidelines in
relation to the use of Council contact numbers to ensure that all
officers are contactable and that contact details are updated
regularly;
 
(8)      that the
Director of Regeneration and Growth/Assistant Chief Executive
considers the feasibility of amalgamating the current three contact
centres (Corporate Contact Centre, Revenues and Benefits Contact
Centre and Adult Social Care Care) into a single contact centre
number with staff specialising in various areas;
 
(9)      that the
Director of Regeneration and Growth/Assistant Chief Executive, as
part of the refresh of the Council’s website, ensures the
Council continues to promote the use of Sandwell Digital First and
the Council’s website as the first point for accessing
information and raising an issue/request;
 

1.3        
That, in connection with 1.2 above, a further report
be submitted to the Budget and Corporate Scrutiny Management Board,
within 2 months’ time, on the decision of Cabinet.