Agenda item

The Scrutiny Panel to consider the outcomes from the recent site visits.

·             Rugby Borough Council

·             Customer Services, Northampton Borough Council

Councillors Meredith and Ansell had visited Rugby Borough Council accompanied by the Scrutiny Officer.

The main points of their visit were as follows: -

·             Rugby is a much smaller Authority serving a population of half the size of Northampton.

·             Members listened into calls and set with customer service advisors and customers visiting.

·             Members felt that Northampton was more efficient..

·             The reception space at Rugby was much smaller than that available at Northampton. Members felt that it was unwelcoming and poorly lit.

·             There was a TV screen showing news channels in the waiting area, which members felt was useful to help customers to pass the time.

·             Members felt that the staff was friendly and professional, but there were fewer numbers than at Northampton.

·             Members felt that signage was clear at Rugby.

·             They felt that seats in the waiting area were unclean and there was a dated feel.

·             There was a feedback podium in the reception, which gathered data electronically. Panel Members felt that this was cost effective.

Members had also visited the Northampton Borough Council’s Contact Centre and One Stop Shop.

The main points of their visit were as follows: -

·             Members felt that Northampton had made considerable improvements in the One Stop Shop.

·             Members felt that the staff were all very friendly and professional. Staff handled difficult calls very well, calming down angry callers and taking charge of the call in order to reach a conclusion. Some of the calls and visits could be very stressful for the staff; staff could discuss these matters and get support from their line managers. The staff had panic buttons and that calls security.

·             From their visit Members were advised that the CCTV cameras were not always on. The Customer Services Manger was to follow that up, as they should be on all of the time.

·             Members felt that it was important that the floorwalkers were more visible and that the uniforms were regularly replaced to make sure that they were always smart.

·             First impressions count and Members were keen that this should be really positive and friendly, smart and efficient.

·             Members felt that over the last two years there had been improvements made within customer services and that Northampton was `leading the way’ in this field.

·             Members commented that it had been a recommendation of the previous Customer Services Task and Finish Group that staff uniforms contain the Council crest.

·             The Panel felt that a potential recommendations for the report could be around:

·        Clothing to make the floor walkers more visible.

·        Funding for uniforms to be investigated, in particular in relation to   change of uniforms for staff and the incorporation of the Borough crest

·        Improved, clearer signage in particular in relation to housing and registrars

·        Plasma screen in the One Stop Shop broadcasting News Channels, which makes for a warm and welcoming feel for the customer

·        Bringing more technical departments more into the call centre for "first contact" to enable the channel shift strategy to be fully applied to these calls as well.