URL: https://stroud.moderngov.co.uk/ieDecisionDetails.aspx?ID=312

Decision Maker: Audit and Standards Committee

Outcome:

Is Key Decision?: No

Is Callable In?: No

Purpose: N/A

Content: The Community Access and Engagement Manager introduced the report and highlighted the below points within the report: The Councils Service Standards were adopted by Full Council in 2022, and the report included an overview of the standards and how they were developed. Improvements were made in 2024 which was outlined within the report, and it also referenced the actions taken following the recent audit. The Customer Contact Centre (CCC) handled 50% of all incoming calls, the report stated the services that were supported by the CCC and the proportion of enquiries that were resolved at the first point of contact. There were several improvements impending to enhance the customer experience which included a review of the Councils website and implementing a new omni channel contact centre solution to replace the current telephone system. The new system would allow all contact to be channelled through one system and introduce features including call recording, surveys, live chat and a call back option to prevent customers waiting in a queue. The report highlighted successes and where further work was required with a set of clear actions.   In response to Councillor Kitchen, the Community Access and Engagement Manager confirmed that CCC were based at Ebley Mill with the option to work from home.   In response to Councillor Braun’s questions, the Community Access and Engagement Manager advised that that the response time data for telephony was robust and online communication and emails were being developed. Recording response time data for letter correspondence would be a manual process and therefore more difficult and less of a priority. She further highlighted that the target for the time taken to answer a call was an average and it wouldn’t be reviewed until the new system was in place as this should also assist with shortening customers wait times.   Councillor Green queried the overview of the responses received for ‘Streets and Grounds’ as the percentages were significantly less that the other areas. She also requested for the number of Freedom of Information (FOI) and Subject Access Requests (SAR) received rather than a percentage. The Community Access and Engagement Manager confirmed there were around 50-60 FOI’s a month and 1 SAR however she would get the exact figures outside of Committee. Regarding ‘Streets and Grounds’ it related to the online experience and sometimes when people weren’t happy with what they were reporting they weren’t always happy when completing the survey. The Community Access and Engagement Manager explained that the findings of the survey responses were reported back to the Service area.   Councillor Kitchen queried the reasons behind the large increase in SAR’s for 2024. The Community Access and Engagement Manager advised she would respond outside of Committee.   In response to Councillor Braun, the Community Access and Engagement Manager advised that the number of visitors to Ebley Mill was lower in 2022 as the building was closed for part of the year and reopened in the April. There had been a slight increase due to a return of in person meetings however there had been changes in the way services work.   Councillor Stanley expressed how wonderful it was that accessibility in the reception area had improved and requested that this was publicised. The Community Access and Engagement Manager explained there were some final touches to be completed then there would be some communications.   In response to Councillor Braun, the Community Access and Engagement Manager confirmed there would be a meeting to finalise the final details including artwork and decide whether there would be an information point.   Proposed by Councillor Stanley, seconded by Councillor Brown.   On being put to the vote, the Motion was carried unanimously.   RESOLVED To note the performance data for 2024 relating to Our Service Standards and progress made in the development of the Customer Contact Centre.    

Date of Decision: September 23, 2025