Issue - meetings

To receive a presentation on the draft Customer Contact Strategy 2011 – 2014.

The Director of Corporate Services informed the Commission of the refresh of the current Customer Contact Strategy.  Work had been undertaken with members and officers and the views of local residents had been sought.  The views of the Commission were welcomed to help determine the priorities for the next strategy. 

Keith Woodman, Chief Officer: Customer Services, gave a presentation on the issues involved in producing the draft strategy for 2011 – 2014.  He updated the Commission on:

·         progress to date of the 2007 – 2010 strategy

·         Customer enquiries

·         Customer Service support

·         Customer feedback

·         The public website

·         Use of other technologies

·         Key themes from the current strategy to take forward to the new one

·         Emerging themes to add to the strategy, particularly the channel strategy in which an attempt was made to channel people to communication ways that were less costly to provide.

Arising from questions or discussion:-

• A suggestion was made to locate a customer service advisor in libraries as 28% of people surveyed in the Bracknell Forest 1500 and 23% surveyed in the Older People’s Communications Audit preferred contact in person.  The Commission noted that librarians do assist the public regarding customer service and the Benefits service did attend Sandhurst Library on one occasion but take up was so low that continuing it could not be justified.
• Text alerts Would be considered as a means of communication but the officers explained that charges would be levied per text and it would be difficult to predict usage and cost.  In comparison, there was a monthly charge for email alerts.  A member suggested trying to negotiate a monthly charge for text alerts which she felt were an effective means of communication but it would be necessary to determine the correct business case.  Text alerts were specific to one person whereas email alerts were general.
• Facebook and Twitter had been used to post information about the bad weather and good feedback had been received.
• Channel preference had been analysed by age and this information could be provided to the Commission.

The Chairman thanked Keith Woodman for a very interesting presentation on the very important front-line face of the Council and the good work done to improve Customer Services.