2022-02-08 Services & Organisation Committee Meeting Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   8 FEBRUARY 2022




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                         8 FEBRUARY 2022

              COVID —19

             The COVID-19 Pandemic had a moderate impact on Customer Service operation this year.
              Social distancing restrictions have resulted in issues with the customer service office work
              areas. However, in accordance with the Customer Service BCP (Business Continuity Plan), all
              Customer Service staff have been able to successfully work from home when required while
              counter staff based in the administration building have been able to function as normal with
             the use of PPE (Personnel Protective Equipment) and adhering to the social distancing
              restrictions. Concerns long term remain about the longevity of this arrangement, as the current
              office establishment for the Customer Service team does not allow for growth or close support
              and supervision of staff.

              Improvement Initiative

              Combined Services Meetings:

              Members of the CS Leadership team have undertaken combined service meetings with specific
              business units. The purpose of the meetings is to work with the business unit to ensure any
              issues or opportunities for improvement can be identified thus ensuring the best possible
              service to our customers can be achieved.
             The meetings covered what is going on in the business unit currently and in the near future
              and reviewing processes and setting actions to manage future events that may drive customer
              interactions. The actions from these meetings include information updates for IP@N, CRM
              updates (workflow and service level changes), changes in CS processes, and BU training to be
              arranged for CSOs.
             At the meetings, CS Leadership team provides the BU with statistics showing the number of
              customer interactions, trends, areas of opportunity, as well as Request and IP@N statistics
              relating to their unit. The success of this is noted in the reduction in requests created. We
              maintain a collaborative approach to these meetings, encouraging two-way engagement. CS
              Leadership welcome the BUs feedback to provide us with any specific issues relating to our
              performance, highlighting areas of opportunity which we can then work on to improve our
             team performance andaddress any knowledge gaps, which will enable us to improve our
              service delivery.
              However due to the pandemic these meetings have been put on hold and will be restarting
              as soon as possible. As these meetings have been critical in building strong working
              relationships with other departments across council.

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