29 Customer Services: Performance and Progress update PDF 69 KB
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The Lead Councillor for Engagement and Customer Services introduced the item. She highlighted the important and timely service that the Council’s customer services team provided to residents. The Joint Executive Head of Communications and Customer Service indicated that the report submitted to the Committee showed continued improvement in customer service.
A Councillor praised the progress maintained by the customer services team.
RESOLVED: That subsequent performance updates on the Council’s customer services be provided to Committee members by email.
5 Customer Services: Performance and Progress update PDF 84 KB
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Minutes:
The Lead Councillor for Engagement and Customer Services introduced the item, highlighting the progress achieved by the Council’s Customer Services since the previous update to the Committee in October 2022. The Lead Councillor for Engagement and Customer Services advised the meeting of the growth in the number of residents registered to use the MyGuildford portal, the accessibility of the Council’s website, and the staffing levels within the Customer Service team. The Committee members were advised to use the councillor email address for customer service queries.
A member of the Committee suggested improving the communication with residents contacting the Council, especially those with inquiries relating to planning applications. The Joint Executive Head of Communication and Customer Service undertook to circulate the councillor email address after the meeting to ensure matters raised through Councillors were progressed.
A member of the Committee praised the reduction in call wait times and the increase in the percentage of calls answered shown within Appendix 1 of the report submitted to the Committee. In addition, the call back process was commended by the Committee member. The Joint Executive Head of Communication and Customer Service advised that the percentage of calls answered the previous week was 93%. She stated that the call back function was still deployed by customer services but not as often as previously.
In reply to questions from a Councillor, the Joint Executive Head of Communication and Customer Service confirmed arrangements for reporting common issues raised by residents to the relevant services and indicated that the three top issues raised by residents were Council Tax, refuse and recycling collections, and planning.
The Chair thanked the Lead Councillor for Engagement and Customer Service and the Joint Executive Head of Communication and Customer Service for attending.
RESOLVED: That a further performance update report on Customer Services be provided to the Committee in six months’ time.
22 Customer Services: Performance and Progress update PDF 78 KB
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Minutes:
The Lead Councillor for Economy introduced the item. He praised the progress of both the customer service team and the internet team and requested that Councillors share complaints with him.
7. Customer Services: Performance and Progress update PDF 78 KB
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