Issue - meetings

To consider details of customer feedback data for the final quarter of 2013/14, along with transactional data relating to the Customer Service Centre.

(Report attached)

The Committee received the report detailing customer feedback data for the fourth quarter of 2013/14, along with transactional data relating to the Customer Service Centre.

It was stated that the numbers of complaints had fallen significantly in comparison to previous quarters which was seen as evidence of the benefits of the introduction of a systems thinking approach to the provision of services. The time for the resolution of complaints was also falling in line with this reduction in overall numbers of complaints.

Officers provided a brief update on the Worcestershire Hub, noting that the work the Borough Council now did for the County Council was minimal and that the Hub had essentially ceased to exist in a meaningful form. The County Council now relied on online contact with its customers. One impact of this was a reduction in the financial subsidy provided to the Borough Council.

Finally, it was proposed that future Customer Service feedback and transactional data be provided to Members via the Members’ Newsletter rather than in a quarterly report to the Executive Committee. Some Members were concerned that this would result in good news about improving customer performance not reaching the public. In support of the proposal, it was noted that Members would receive more regular updates on Customer Services performance and the relevant Portfolio Holder and Officers would ensure that good news was made public as and when appropriate. Officers also undertook to confirm for Councillor Brunner following the meeting the means by which the Members’ Newsletter was circulated.

RESOLVED that

1)         the contents of the report be noted; and

2)        the information contained within the report in future be provided via the Members’ Newsletter.