Issue - meetings

Committee considered a report presented as a slide presentation by the Customer Services Manager in relation to the impact of Covid19 on customer service and the Contact Centres.

Customer Service

At the start of lockdown on 24^th March, all Contact Centres were closed to the public.  This included all front facing services:- face to face reception, Meet & Greet at the Arc and payment kiosks.  Telephony, webchat, email and online contact remained available as the main contact channels to the public 9am-5pm, Monday to Friday.  Posters were displayed on the front door of each Contact Centre informing customers how they could contact the Council, access services on line, make a payment and submit a form etc.  Consultation had been undertaken with other service areas to ensure information was up to date and the recorded message on the Council’s telephony was updated to reflect guidance which included ‘self-isolation’ advice for customers.  These adjustments had resulted in an increase in telephone calls from customers who were concerned about rent accounts, Council Tax recovery, Planning and Land Charges.

Contact Centre Staff

The individual needs of Contact Centre staff were addressed with home working facilities issued to the most vulnerable and minimal staffing at each of the Contact Centres.  Guidance was issued regarding social distancing and sanitising within the workplace, and workstations were arranged to comply with 2 metre social distancing.  Weekly communication with staff was vital, providing guidance and updates, addressing any concerns raised by the team, recognising any support needed, wellbeing and mental health issues.  Support from Management Team was also given individually and a fair approach maintained whilst embedding the ‘Key Worker / Priority Service’ status and service needs.

Community Support

Through the Leader’s Partnership Team, a Community Support Team (CST) was established for residents seeking guidance, assistance and support relating to Covid19.  This was made accessible via the Council’s main telephone number and online via the website Self Form.  Some Contact Centre staff were deployed to help deliver this support service on site at Clowne, triaging all enquiries received via all contact channels.  Data from residents who were self-isolating was collated to assess needs, offer regular contact and support and identify spikes of the virus.  This service was initially delivered 7 days per week, including over the Easter Bank Holiday period.  The Customer Services Manager asked Members to note that Contact Centre staff were committed, compassionate and embraced the project by demonstrating commendable flexibility. 

As customers continued to register for support, Contact Centres were offering advice and /or signposting customers to various external agencies such as Foodbanks and pharmacies etc.  Additional services included pharmacy assistance, Business Funding Grant enquiries and more recently to capture outlets not adhering to the wearing of a face mask which were passed on to Environmental Health.

Financial Impact

Although there was a potential loss of revenue to the Authority through closure of the payment kiosks, there had been an increase in direct debit take up by customers.  ...  view the full minutes text for item 24