Issue - meetings
Channel Choice and Telephone Access
Meeting: 02/10/2023 - Cabinet (Item 179)
179 Channel Choice and Telephone Access 
PDF 119 KB
Purpose
The purpose of this report, in light of a continuous decline in demand, is to propose reduced telephone access hours to the public. This will allow focus to shift to digital channels, where demand is increasing and make the Council more efficient.
Recommendations
That Cabinet resolves to:
1) Agree the reduced telephone access hours, on a trial basis, with effect from Monday 16th October 2023 for a period of six months, and
2) Receive a further report, detailing the findings and recommendations from the trial, to a Cabinet meeting early in May 2024.
Additional documents:
Minutes:
The purpose of the report, in light of a continuous decline in demand, was to propose reduced telephone access hours to the public as a trial from Monday 16October 2023.
The Cabinet Member for Economy and Council Transformation introduced the report and outlined that it was an important decision in line with changes to customer interaction habits which had shifted towards online ‘self-serve’ options.
It was noted that new technology had provided the opportunity to move services online such as green waste licences which had seen a digital renewal rate of 90% last year.
It was also highlighted that it wasn’t just about change of technology, but also about reducing costs for the Council. It was highlighted that it was likely to save over £100,000 per year in costs, and provide additional capacity to other services such as licensing.
It was noted that the changes would allow a focus of resources on busier periods such as lunchtimes which should improve response times.
It was highlighted that emergency events such as homelessness would be covered by the teams at the Council to ensure those services can be provided.
It was highlighted by the Cabinet Member that the proportion of calls relating to Cotswold District Council for the year to date was 48.74%. This was confirmed by the Assistant Director for Resident Services.
The Leader noted the comments from the Overview and Scrutiny Committee which were added to the agenda. The Leader thanked Councillor Blomefield as Chair and the Committee for their diligent work.
The Deputy Leader as the Cabinet Member who attended Overview and Scrutiny Committee on behalf of Councillor Dale for this item addressed Cabinet. The following points raised by that Committee were addressed:
- It was noted on recommendation 1 that the Overview and Scrutiny Committee would be able to look at the future Cabinet report as part of their scheduling.
- It was highlighted that recommendation 2 had been covered during the presentation by Councillor Dale.
- It was highlighted at recommendation 3 that an equality impact assessment had been produced in advance of the trial and would be refreshed before the final decision is taken.
- It was noted at recommendation 4 that the Assistant Director had provided reassurances to staff. It was noted that the proposal would provide benefits to full-time staff with cross-training by supporting other departments, and more flexibility for part-time staff.
The Deputy Leader in seconding the proposal also reaffirmed that it was important to continually review services so that resources were used as effectively as possible.
It was highlighted by the Cabinet Member for Economy and Council Transformation that communications would be sent out through all channels to confirm the new arrangements to residents.
The Leader in summary noted that the in-person services at the Council offices would be maintained for those who needed assistance despite the changes made. However, it was highlighted that the changes would make the contact centre more efficient, and provide digital options to meet customer needs.
Councillor Tony Dale proposed ... view the full minutes text for item 179
Meeting: 26/09/2023 - Overview and Scrutiny Committee (Item 281)
281 Channel Choice and Telephone Access PDF 118 KB
Purpose
The purpose of this report, in light of a continuous decline in demand, is to propose to Cabinet to reduce telephone access hours to the public.
Recommendations
That Overview and Scrutiny Committee scrutinise the report and make any recommendations to Cabinet on 2 October 2023.
Invited
Councillor Tony Dale, Cabinet Member for Economy and Council Transformation;
Jon Dearing, Assistant Director for Residents Services
Additional documents:
Minutes:
The item was introduced by the Deputy Leader and Cabinet Member for Finance.
The purpose of the item was to provide scrutiny of the report that was scheduled for Cabinet on 2 October. The report was concerned with trialling new telephone opening times for customers accessing Council services through this channel.
The Committee highlighted that the item was announced as part of the Publica blog which gave the perception that the item had been decided before the meeting. It was noted that this was an unsatisfactory practice which should not reoccur.
It was also noted that the scheme had been agreed by West Oxfordshire District Council, with whom the Council provides a joint Customer Services service. It was noted that both Councils would have to agree the change for it to be implementable.
It was explained that the change would not involve any mandatory redundancies, and would be phased by replacing vacant full time roles with part-time staff and diversifying the work load of full time Customer Services staff to include cross-departmental administrative support.
The following points were raised during the Committee’s discussion;
- The Key Performance Indicators that would be used, which would include customer satisfaction and observing behaviours
- The balance between providing services and meeting the financial challenges, and that if the new operating hours were not accepted after the trail, the savings would need to be found elsewhere
Following questions about the minutes of the previous meeting indicating high call volumes, the Cabinet Member clarified that this was likely to be a specific reference to the cost of living challenges and receipt of council tax correspondence. The Cabinet Member confirmed that overall call volumes had decreased.
The Committee asked if data could be added to show the call volumes. It was noted that the vision information had been provided to Cabinet and if it could be published, it would be.
Following questions in regards to the marking of this item as a Key decision, the Director of Governance and Development clarified that the report was considered non-key as it was asking Cabinet to approve a trial period. The report after the trial would constitute a key decision as it would make the arrangement permanent.
Cllr Cunningham that the Committee make the following recommendations to Cabinet. This was seconded by Councillor Hughes.
RESOLVED: That the Committee:
1) AGREED the following recommendations to Cabinet;
· The trial set out in the report is approved (the outcome of the trial will be reported back to Overview and Scrutiny before a final decision on the service is made by Cabinet), with consideration of when the report should come forward;
· That Cabinet Members receive data regarding call volumes for Cotswold District Council and not just the combined figures with West Oxfordshire, and graphs to show trends;
· That the report that will be received after the six month trial includes an Equalities Impact Assessment;
· Cabinet Members consider concerns raised by committee members regarding consultation with affected staff, and whether savings can be realised without redundancies. ... view the full minutes text for item 281