Customer and Support Group Contract Review

Closed 25 Jul 2016

Opened 1 Jul 2016

Feedback Updated 16 Dec 2016

We Asked

We asked residents, traders and local businesses for their views on:

  • their experiences of contacting the council through the face to face contact centres at Burnt Oak and Barnet House, through the telephone system, or via the website
  • their experiences of interacting with the revenues and benefits service
  • suggestions for how these services might change to meet the changing needs of residents.

You Said

Residents expressed concerns about contacting the council, about delays in dealing with council tax refunds and about the approach to validating single person discounts.  One resident raised concerns about how the council manages the contract, along with specific queries about call answering times and the delivery of various contractual commitments.

We Did

The attached report to the Performance and Contract Management Committee on 15th November 2016 sets out proposals for improving the services that are delivered under the contract, including proposals to improve response times in Revenues and Benefits. The council continues to monitor Interactive Voice Recognition systems, to ensure that they operate effectively.  The report also sets out proposals to update the list of contract commitments and strengthen the monitoring of their delivery, along with other changes to further improve performance monitoring and reporting.

Overview

The council is three years into its Customer and Support Group (CSG) contract with Capita Business Services Ltd and, as provided for in the original arrangement, is now carrying out a review of the contract, 

CSG provides the council’s main internal support services, including HR, finance, IT and estates, as well as the more outward-facing customer services (face to face, customer contact, telephone call centre, and website) and the revenues and benefits service.

The CSG review is an opportunity to assess the performance and service delivery from the first three years of the contract and to ensure that the contract is best placed to meet the future needs of the council.

The review will look at ways to improve services and residents’ experience of contacting the council, as well as identify opportunities for savings in response to the changing needs of the council and the borough.

More information on the CSG review can be found in the following Performance and Contract Management Committee reports:

Year Three Review of Customer and Support Group (CSG) Contract and Appendix A: Project Brief (31 May 2016)

Fundamental Review of Customer and Support Group (CSG) Contract and Appendix A: Clause 10.3 of CSG Contract (7 January 2016)

 

Why We Are Consulting

The council would like to hear the views of residents, traders and local businesses about the contract, in particular in respect of:

  • their experiences of contacting the council through the face to face contact centres at Burnt Oak and Barnet House, through the telephone system, or via the website,
  • their experiences of interacting with the revenues and benefits service,
  • suggestions for how these services might change to meet the changing needs of residents,
  • any other aspects of the operation of the contract. 

 

What Happens Next

 

The consultation has now closed. We would like to thank everyone who took part in the consultation, without whose valuable input the consultation would not have been possible.   

The working group have met and considered all submissions as part of the overall evidence base and these formed part of the report  to the Performance and Contract Management Committee on15th November 2016 which sets out proposals for improving the services that are delivered under the contract, including proposals to improve response times in Revenues and Benefits. The council continues to monitor Interactive Voice Recognition systems, to ensure that they operate effectively.  The report also sets out proposals to update the list of contract commitments and strengthen the monitoring of their delivery, along with other changes to further improve performance monitoring and reporting.

You can see how we have acted on the results so far under 'We asked, You said, We did'.

 

Areas

  • All Areas

Audiences

  • Businesses
  • All residents
  • Service users

Interests

  • Citizens' satisfaction
  • Customer Satisfaction