Meeting documents

Callum Lynam (Joint Waste Team) gave Members a presentation (hand-outs attached - attachment 1) in which he outlined experiences ‘so-far’ in respect of the CRM (Customer Relationship Management) system.

The problems experienced before the adoption of the system were explained, the system now provided a single system to deliver a service that not only met customer needs, but enabled assessment against SLA’s (Service Level Agreements) and targets.

The surge of new cases at the adoption of the system did not represent a spate of incidents on a common theme, but merely the recording for the first time ever of the incidents that came in previously and were dealt with, but had previously not been recorded.

From the system officers could learn far more about the customers, their needs and the service being delivered.

The common / similar format of the forms utilised by the public online and those by customer service operatives was outlined, this led to a uniformity of approach.

Public users could set up customer accounts online, which it was hoped would be extended to various other Council services in due course, a record of their experiences and cases would feature.

Statistics regards usage since the live date of 24 June 2019 were outlined. Some firewall problems and closure notice issues had been experienced and resolved.

The benefits of the ‘we are aware’ responses usable on the system, regards multiple reports was commended. Similarly the ability to ask questions about missed deliveries establishing whether such was for the ‘one property only’, for ‘one property and a neighbour’ or genuinely for ‘the whole street’ was explained.

‘Unjustified’ tickets being issued to public users when such should only initially be viewable to agents was being worked on.

Members had a number of queries clarified and made a number of points as follows:

·       Officers agreed to come back on the issue of developers not funding bins on new developments, was such being missed?

·       It was confirmed that the key pad featured could be amended; with additions, deletions and adaptations if necessary;

·       Members present were encouraged to sign into the system and register so that they could experience it from the customer viewpoint;

·       It was confirmed that the system when used online resulted in e-mail updates, telephone contact was still operated  and details would be entered on the system by the operatives receiving the phone call;

·       It was agreed that Callum would update the Cabinet Portfolio holders on a monthly basis in a short direct report on progress with the system;

·       Yvonne Hadlames (Customer Service Manager) was to be approached to organise a visit to one of the centres utilising the system by Cabinet Portfolio-holders to see the system in operation;

·       It was confirmed that there were currently 6 vacancies in the Customer Services section and that these were in the process of being filled;

·       The attachment would prove to be a good resume of the current situation with the Customer Relationship Management System for members to share with their colleagues: and

·       Whether this system was to be extended to cover fly-tipping (currently dealt with via the BCC website), whereby an ‘already aware’ system could be operated, was a decision to be made by the new Unitary Authority.