Agenda item

Key points raised during the discussion:

1. NH mentioned the low uptake of customer contact surveys, which were offered to customers on the phone after they had made an enquiry. Low uptake for this type of survey was common; however, it could be more effective to conduct a phone survey a day or so after the enquiry. It would be good to attain feedback for Customer Services this way. BG added that taking residents’ feedback on Customer Services was a good thing as it showed that the Council took their enquiries seriously. NH suggested that this could be considered as a recommendation of the Task Group.
2. NH praised the staff and the level of engagement that Task Group Members had witnessed at their visit to the Contact Centre. He asserted that it would be useful for all Members to visit, even if they had visited before some years ago, and perhaps this could be organised. RW agreed and added that the most fascinating part of the visit was listening in on customers’ calls. NH said that he listened for 45 minutes or so during the visit, and was also impressed by staff’s response to calls, and residents’ reasonable and positive demeanour on calls.
3. At the Contact Centre, NH observed that even in a case when an Officer could not give a conclusive answer to a customer’s query, the Officer gave practical advice and the customer had a positive response.
4. NH asked what the situation was with following up on information outstanding on the Residents’ Survey as actions from the Task Group’s 2 March meeting, and from Customer Services on contact details for benchmarking visits to District and Borough customer service centres. Members were informed that this would be followed up when the relevant Officers were less busy with the Covid-19 response.
5. RW noted that the Task Group should consider the Covid-19 virus and where things would be in three to six months’ time. For the customer services benchmarking visits, he considered it preferable to visit other LAs in-person rather than remotely in order to grasp the ‘flavour’ of their customer services, not just the bare facts. It was important for the Task Group to discuss the next six months to a year and how meetings would fit within this timescale. Members and CM agreed that it would not be practical to visit any other LAs in the next six months, nor would now be the right time to send surveys to other LAs, as they would be occupied with the Covid-19 response.
6. Members agreed that a visit to Hertfordshire would be desirable, due to that LA’s statistical similarity with Surrey.
7. NH observed that ways of working in LA customer services would change due to the social transformation effected by the virus, and these changes could also be scrutinised.

Actions/further information to be provided:

1. For Democratic Services Officers to follow up on information outstanding from the actions of the Residents’ Survey meeting and District and Borough customer services contact details when relevant Officers were less busy with the Covid-19 response.