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Performance Scrutiny Committee - Place and Corporate. Scrutiny committees question decisions and can recommend changes. They don't make the decision.
Customer Contact Improvement Project
The Committee said it was content with the report. It asked for figures on Welsh-language contacts in the contact centre; a breakdown of the ten most popular reasons for contact; an update on website progress; the use of video guides where they would help residents; exploration of other contact methods, such as video calls and a call-back system; a breakdown of actions to measure performance, presented like service area reports; a human resources representative on the project board; a six-monthly update in person; and feedback sessions for staff as the project progresses.
Performance Scrutiny Committee - Place and Corporate. Scrutiny committees question decisions and can recommend changes. They don't make the decision.
Customer Contact Improvement Project update
The committee recommended that Cabinet keep providing the financial support the project needs. It recommended that the Members Contact Workstream, a working group looking at how councillors handle residents' enquiries, engages councillors in several ways, including digital surveys and interactive sessions, to develop a consistent approach. It suggested trying other ways to collect feedback, such as follow-up texts after calls, to raise response rates to post-call surveys. A councillor asked that the fly-tipping reporting app's photo upload and receipt confirmation features be checked, after reporting problems with them.
Items are linked when their titles share most of their words and they fall within 18 months of each other. Councils don't number reports across meetings, so a few links may be wrong, and a step may be missing if its title changed a lot. Each step links to the meeting, where the council's own papers are.