SLIDE 1
Improving Customer Services Scrutiny Committee 22nd September 2016
SLIDE 2 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
SLIDE 3 Current Performance
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RED for all business performance indicators in 2015/16
SLIDE 4 Performance at Quarter 1
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Five indicators RED Seven indicators GREEN Two indicators AMBER
SLIDE 5
Foundation for good customer services
Customer at the heart of what we do
Strategy Technology Structure Digital Policies & Processes Culture
SLIDE 6
Since March 2016 Strong focus on improvement and understanding the drivers and requirements for change
SLIDE 7
Improvements to our foundations
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
Strategy
SLIDE 8
Improvements to our foundations
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
Structure
SLIDE 9
Improvements to our foundations
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
Technology
SLIDE 10
Improvements to our foundations
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
Digital
SLIDE 11
Improvements to our foundations
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.
Policies & Processes
SLIDE 12
Improvements to our foundations
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
Policies & Processes
SLIDE 13
Improvements to our foundations
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
Culture
SLIDE 14
Improvements to our foundations
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
Culture
SLIDE 15 Complaints
Ref Lead Member, CLT & Lead
Performance Indicator/ milestone Baseline (Outturn) Polarity 16/17 Target Performance Expected Trajectory of Improvement
Q1 Q2 Q3 Q4
BPI 73 (a) Cllr Ed Mayne Mary Harpley (Victoria Lawson) More timely responses to complaints Low 75% within agreed time frames 59.3% (R) 65% 70% 75%
15 July August 65.0% 65.5%
SLIDE 16 % Complaints Meeting SLA Monthly
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SLIDE 17 Complaints – Top 10 Services
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SLIDE 18 Requests for Information
Ref Lead Member, CLT & Lead
Performance Indicator/ milestone Baseline (Outturn) Polarity 16/17 Target Performance Expected Trajectory of Improvement
Q1 Q2 Q3 Q4
BPI 73 (b) Cllr Ed Mayne Mary Harpley (Victoria Lawson) More timely responses to Freedom of Information Request N/A Low 75% within agreed time frames 62.8% 65% 70% 75%
18 July August 62.8% 61.2%
SLIDE 19 % RFI’s Meeting SLA Monthly
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SLIDE 20 RFI’s Top 10 Services
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SLIDE 21 Members Casework
Ref Lead Member, CLT & Lead
Performance Indicator/ milestone Baseline (Outturn) Polarity 16/17 Target Performance Expected Trajectory of Improvement
Q1 Q2 Q3 Q4
BPI 73 (c) Cllr Ed Mayne Mary Harpley (Victoria Lawson) More timely responses to Member Enquiries N/A Low 75% within agreed time frames 65.5% (A) 68% 72% 75%
21 July August 67.4% 67.0%
SLIDE 22 MP Enquiries
Ref Lead Member, CLT & Lead
Performance Indicator/ milestone Baseline (Outturn) Polarity 16/17 Target Performance Expected Trajectory of Improvement
Q1 Q2 Q3 Q4
BPI 73 (d) Cllr Ed Mayne Mary Harpley (Victoria Lawson) More timely responses to MP enquiries N/A Low 75% within agreed time frames 68.7% (A) 67% 71% 75%
22 July August 67.2% 67.8%
SLIDE 23 23
% Member and MP Enquiries Meeting SLA Monthly
SLIDE 24 Member & MP’s – Top 10 Services
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SLIDE 25 Benchmarking Data
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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.
