Issue - meetings

Channel Choice and Telephone Access Update

Purpose

The purpose of this report, in light of a continuous decline in customer demand, is to propose that the trial becomes a permanent arrangement following the data gathered. The trial of reduced telephone access hours from 9am – 2pm, to the public has proved the concept and our customers are continuing to shift to digital channels.

Recommendation

That Cabinet resolves to:

1. Agree to adopt the reduced telephone access arrangements on a permanent basis.

Additional documents:

Decision:

The purpose of the report, in light of a continuous decline in customer demand, was to propose that the trial of reduced telephone access hours becomes a permanent arrangement following the data gathered.

The Leader introduced this item on behalf of Councillor Dale who had provided apologies.

The report and its recommendations were outlined to the Committee.

Councillor Joe Harris proposed the recommendations and Councillor Mike McKeown seconded the recommendations.

RESOLVED: That Cabinet

1. AGREED to adopt the reduced telephone access arrangements on a permanent

basis.

Voting Record

6 For, 0 Against, 0 Abstentions, 2 Absent/Did not vote

Minutes:

The Leader introduced this item on behalf of Councillor Dale who had provided apologies. The following points were discussed:

The trial of reducing telephone access hours to 9am to 2pm had proven to be successful and therefore the recommendation was that these be made permanent.
This change would continue to deliver good services whilst also reducing the cost to the Council in light of the financial pressures the Council faces. The adjustment to hours also comes as a result of a decline in demand for telephone access hours.
There was a significant switch for key services such as paying for Green Waste Licences and paying Council Tax bills with a 350% increase in the use of digital channels.
The trial also showed a reduction in waiting times and call abandonment rates with a continued high performance in customer satisfaction ratings.
It was reaffirmed that no access channels would be taken away completely as a result of the decision.
There was a significant financial saving of £125,000 per annum for the Council.

Councillor McKeown seconded and noted the transition to online services which was happening across other sectors and this would represent a better use of public money.

Cabinet noted that out-of-hours access services would remain open for those critical services that required them.