Issue - meetings

To consider the report of the Cabinet Member for Performance and Resources seeking to update Members on the success of Customer Service due to the transformation work.

RESOLVED that the contents of the report are noted.

Cabinet considered the report of the Cabinet Member for Performance and Resources that sought to update Members on the success of Customer Service due to the transformation work.

The Cabinet Member for Performance and Resources outlined the key changes since 2018 that have led to an enhanced service and noted the importance of using customer feedback to drive improvement. She advised that the increase in online enquiries and decrease in telephone calls recorded in the report (3.16) was anticipated to continue.  The Cabinet Member for Performance and Resources reminded Members that officers had accomplished the transformation amid the challenges of the COVID-19 pandemic and having to work at home as required by government guidance.  She thanked the Customer Service Manager and the entire team for their professionalism and positive ethos.  The Cabinet Member for Environment made clear how striking he found the improved responsiveness as demonstrated by the performance statistics in the appendices to the report including a dramatic reduction in customer average waiting times.  The Cabinet Member for Culture and Leisure commented on the impressiveness of the improvement achieved through investment combined with the hard work of officers.  He expressed his own gratitude to not only the Customer Service Team but also the Corporate Director who had steered the complex project to success.

RESOLVED that the contents of the report are noted.