Agenda item
Channel Choice and Telephone Access
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.
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 the recommendations and Councillor Mike Evemy seconded.
That Cabinet resolved 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) AGREED to receive a further report, detailing the findings and recommendations from the trial, to a Cabinet meeting early in May 2024.
Voting Record
7 For, 0 Against, 1 Abstention/did not vote
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For |
Against |
Abstention/Did not vote |
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Claire Bloomer |
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Joe Harris |
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Juliet Layton |
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Lisa Spivey |
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Mike Evemy |
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Mike McKeown |
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Tony Dale |
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Supporting documents:
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