Agenda item

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.  Customer Advisors were proactive in promoting other payment channels:- online and via the Automated Telephone Payment facility (ATP).  Staff overtime had been required to deliver the Contact Centre service and additionally the Community Support service.  There was also the provision of sanitising equipment, face masks/visors and ICT home working equipment.

Reopening of Contact Centres

All 4 Contact Centres reopened on 15^th June on reduced opening hours of 9am – 4.30pm, Monday to Friday.  This was to allow for sanitising/cleaning of equipment.  Risk assessments were carried out prior to opening and staff were consulted and any concerns recorded.  Full PPE had been provided to staff and gels and wipes made available for customers.  Advisory notices had been displayed regarding social distancing and cleaning requirements.  Only 2 customers were allowed into the Contact Centre at any one time.  Contact Centre staff were supported with continuing to work from home unless service needs required them to work on site. 

The courier service had resumed to 3 days per week instead of the previous arrangement of 5 days as scanning of documents to service areas had been implemented where possible, for example, benefit claims and proofs.

Interview rooms in all 4 Contact Centres were to be installed with a facility for virtual ‘Zoom’ interviews to take place with back office services on an appointment basis.  The online Digital Access area near Meet and Greet had been made available for external organisations to view documents on a pre-arranged appointment basis with Planning and Land Charges.  Sanitising equipment was also available for customer use.

Monitoring of access to the Contact Centres had taken place during the first 2 weeks of reopening by Customer Advisors floor walking and being proactive in dealing with enquiries where appropriate to reduce access.  Further facilities to be introduced was a multi-channel system to enable webchat and email contact to be dealt with via one system and by staff who were able to work from home and also development of the website to incorporate more online services and forms.

Since the reopening of all 4 Contact Centres, Face to Face and telephone contact was increasing on a weekly basis, however, webchat and email continued to be higher than in the same period last year.

A consideration for the future was reduced Contact Centre opening hours and keeping one site open for payments and appointment only access.

In response to Members’ queries, the Customer Services Manager explained that in line with Government guidance, the official NHS ‘QR’ code was only required for customers using the Go Active Leisure facility.  Meet and Greet staff were recording customer car registrations for track and trace purposes which were kept for 21 days.  In response to a Member’s concern that he had witnessed some customers not using the QR Code when arriving at the Go Active Leisure facility, the Customer Services Manager would pass this on to the Leisure Operations Manager. 

The Customer Services Manager confirmed that cash payments to the Council had dropped significantly due to the closure of the payment kiosks during lockdown and customer cheques to the Council had been deposited at the post office due to the suspension of the Security Plus service.   

With regard to community support groups in the District, the Customer Services Manager agreed with a Member’s suggestion that liaison with other community support groups in the District should be considered in the future. 

A Member requested that in light of recent staff changes an up to date staff structure chart be provided to all Members.

The Portfolio Holder for Partnerships and Leisure commended the Customer Services Manager, Contact Centre staff and other front line staff for all their continued hard work during the pandemic.

The Head of Organisation & Transformation advised Members that Covid19 cases in the District were relatively low, however, cases were on the rise across the country and also in Derbyshire and this was being closely monitored.  The District was in Tier 1 currently but it was anticipated that this may change in the near future

Moved by Councillor Rose Bowler and seconded by Councillor Rita Turner

RESOLVED that the update be noted.

The Head of Organisation & Transformation and the Customer Services Manager left the meeting.