Agenda item

To consider the enclosed report setting out a proposal to close the customer service centre at off-peak times.

Officers presented the report in respect of the reduction of opening hours for the Customer Service Centre.  The Committee was informed that the report set out a request to reduce the hours for the Customer Service Centre on a Saturday.  The intention was not merely to make savings, although there would be a small saving in the salaries budget, but also to re-focus resources.

The report detailed the work which had been carried out in order to assess the reduction in opening hours.  From the data gathered it was clear that the first Saturday in the month was the most popular date together with payments in cash.  It was noted that since the Centre first commenced opening on a Saturday there had been a considerable change in the way services were delivered, the number of services provided and to customer behaviour.  The majority of enquiries were dealt with by specialist Officers and therefore those making enquiries on a Saturday were returning to the Centre on a week day to receive the support needed.  Changes had been made to the way that Worcestershire County Council enquiries were dealt with together with a move to using automated systems.  This had led Officers to consider whether it remained useful to continue to open on a Saturday and whether those resources could be redirected to other times when the Customer Service Centre was most busy.

Officers highlighted the data which had been collated in respect of the percentage of enquiries relating to Council Tax, Benefits or Housing together with comparative data on customer volumes, with demand on a Saturday morning being 75% less than that on an average morning in the week.  The data also showed that 40% of the customers making payments on a Saturday used credit or debit cards or paid by cheque.  This was a growing trend with a 90% increase in the number of card transactions since 2012/13 with 70% of customers paying by card in April 2016.

Details were provided in respect of the staff and it was confirm that although there were a reduced number of customers using the service, there was always a minimum of three staff on duty for the three hours of opening; the rota allowed for those who worked the Saturday to take the time back during the week.  However, due to the transformation work and changes which had been carried out together with the reduction in funding and increased demand, this had proved increasingly difficult. 

It was stressed that prior to the implementation of the reduced service in September 2016, consultative work would be carried out with those customers affected in order to ensure that they were not disadvantaged by the changes.  Members noted that the changes would be reviewed after a six month period had elapsed and a report would be brought back to Committee with its findings.

Following consideration of the report, Members discussed how circumstances had changed since the inception of Saturday opening and sought confirmation that there would not be a reduction in staff, but staff would be utilised where most needed.  Clarity was given in respect of vacant posts which had not been included within the previous budget setting process.  Whilst Members had been concerned at the potential impact on customers they were reassured that work was being carried out to support those that would be affected and the new arrangements would be monitored.  It was acknowledged that the report showed that there was no evidence to suggest that any group of customers would be unfairly disadvantaged and that monitoring of those customers using the service suggested that no specific group was more likely to use the service on a Saturday.

After further discussion it was

RESOLVED that

a)    the Customer Service Centre reduce Saturday opening hours to the first Saturday of each month, with effect from September 2016 in light of the low levels of customer demand, and to enable resources to be utilised more effectively at times when demand is highest; and

b)   demand be reviewed and reported after 6 months to enable the Executive to consider future opening arrangements.