Improving Customer Services Scrutiny Committee 22 nd September 2016 - PowerPoint PPT Presentation

Improving Customer Services Scrutiny Committee 22 nd September 2016

Purpose • Outline the overall improvement plans for customer services, including the customer services strategy agreed by Cabinet in July. • Detail the current performance against complaints, requests for information, MP and Member Enquiries. • Outline the specific ongoing improvement plans to continue to address under performance. 2

Current Performance RED for all business performance indicators in 2015/16 3

Performance at Quarter 1 Two indicators Seven AMBER indicators Five GREEN indicators RED 4

Foundation for good customer services Customer at the heart of what we do Structure Digital Culture Policies & Technology Processes Strategy

Since March 2016 Strong focus on improvement and understanding the drivers and requirements for change

Improvements to our foundations Strategy Four key themes: One Front Door, Getting It Right, Digital First and Learning from Experience Approved at Cabinet in July 2016 Developed with input from all customer services staff Clear direction of travel and vision for the Council and services

Improvements to our foundations Structure Fundamental review of the structure Updated and revised job descriptions Delivery of budgetary savings for 16/17 and 17/18 Starting to think about what our ‘front door’ looks like across the council ready to move into the new civic building

Improvements to our foundations Technology Review of all systems for customer services Business case for a new telephone system – expected to be in place by March 2017 to support residents & services Implementation of a system to capture immediate customer feedback – go live in 12 weeks! Implementation of a new platform to support the new customer account from January 2017

Improvements to our foundations Digital New website planned for soft launch in January 2017 Customer account for residents in January 2017 – starting with waste, find my nearest and a bundle of forms Exploring opportunities across the council for moving services online and thinking about digital service redesign Piloting floorwalking in reception with new technology Plan for a pilot of appointments to explore reducing footfall

Improvements to our foundations Policies & Processes Reviewed in full all processes that underpin the delivery of complaints, requests for information, MP and Member Enquiries – improvement plan in place to deliver changes. Quality assurance of responses completed and changes made to response templates used internally. Internal Review Process for Freedom of Information requests reviewed and re-designed.

Improvements to our foundations Policies & Processes Introduced a regular meeting with the MP caseworkers which identified opportunities for improvements. Developed a revised persistent complainants policy, revised FOI policy, compensation policy for approval Communications on managing Member Enquiries; further work to be completed. Focus groups held with key services to understand their issues

Improvements to our foundations Culture Training on Freedom of Information requests planned Training on Customer Services for Members end of October Skills audit across the team completed – next to focus on all staff Formal training in place for late autumn for staff across the council – Managing Complaints Handling, BTEC Level 5 Communities of Practice – empowering the team

Improvements to our foundations Culture Training on Children and Adult Social Care Complaints being explored Wider management development training: performance management, difficult conversations and resilience Team Charter – values and behaviours as a team Customer Services Excellence – audit and peer review planned for 2017 Customer Care Standards - to be launched National Customer Services Week

Complaints Performance Expected Trajectory of Ref Baseline Polarity Improvement (Outturn) Lead Member, Performance Indicator/ 16/17 Target CLT & Lead milestone officer Q3 Q2 Q1 Q4 BPI 73 (a) Low Cllr Ed Mayne 75% within 65% 70% 75% Mary Harpley More timely responses to 59.3% agreed time (Victoria complaints (R) frames Lawson) July August 65.0% 65.5% 15

% Complaints Meeting SLA Monthly 16

Complaints – Top 10 Services 17

Requests for Information Performance Expected Trajectory of Ref Baseline Polarity Improvement (Outturn) Lead Member, Performance Indicator/ milestone 16/17 Target CLT & Lead officer Q3 Q2 Q1 Q4 BPI 73 (b) N/A Low Cllr Ed Mayne 75% within 65% Mary Harpley More timely responses to 70% 75% 62.8% agreed time Freedom of Information Request (Victoria frames Lawson) July August 62.8% 61.2% 18

% RFI’s Meeting SLA Monthly 19

RFI’s Top 10 Services 20

Members Casework Performance Expected Trajectory of Ref Baseline Polarity Improvement (Outturn) Lead Member, Performance Indicator/ CLT & Lead 16/17 Target milestone officer Q3 Q2 Q1 Q4 BPI 73 (c) N/A Low Cllr Ed Mayne 75% within 68% Mary Harpley More timely responses to 65.5% 72% 75% agreed time (Victoria Member Enquiries (A) frames Lawson) July August 67.4% 67.0% 21

MP Enquiries Performance Expected Trajectory of Ref Baseline Polarity Improvement (Outturn) Lead Member, CLT & Lead Performance Indicator/ milestone 16/17 Target officer Q3 Q2 Q1 Q4 BPI 73 (d) N/A Low Cllr Ed Mayne 75% within 67% Mary Harpley More timely responses to MP 68.7% 71% 75% agreed time (Victoria enquiries (A) frames Lawson) July August 67.2% 67.8% 22

% Member and MP Enquiries Meeting SLA Monthly 23

Member & MP’s – Top 10 Services 24

Benchmarking Data Area Performance Complaints 75% to 83% Freedom of Information 79% to 87% Member Enquiries 71% to 92% This benchmarking data is from a small number of local authorities in London who have published their data. 25

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