Issue - meetings

To consider a report of the Corporate Director for Corporate and Support Services.

The Scrutiny Committee at its meeting on 29 July 2014 requested the Corporate Director for Corporate and Support Services to submit a report to the September meeting in relation to the Contact Centre’s performance. A report was previously presented to this Scrutiny Committee in December 2013.

The Scrutiny Committee is invited to note and comment on the report.

Officer contact Janet Wood on telephone number Tel: 0161 474 4443 or alternatively email janet.wood@stockport.gov.uk

The Corporate Director for Corporate and Support Services submitted a report (copies of which had been circulated) in relation to the current position at the Contact Centre.

It was reported that the Scrutiny Committee at its meeting on 29 July 2014 had requested the Corporate Director for Corporate and Support Services to submit a report to this meeting in relation to the Contact Centre’s performance. A report was previously presented to this Scrutiny Committee in December 2013. In addition the Council Meeting on 11 September 2014 had considered this issue.

The Deputy Executive Leader and Portfolio holder for Corporate, Customer and Community Services (Councillor Iain Roberts) attended the meeting to answer member’s questions.

The Scrutiny Committee received a presentation in relation to the proposed redesigned Council website.

The following comments were made/issues raised:-

·         The additional staffing would remain in place until an answer rate of approximately 80%, an average wait time of under 2 minutes and a contact time of approximately 5 minutes was being maintained.

·         The statistics in paragraph 3.3.1 in relation to the ‘average waiting time’ did not include ‘abandoned calls’ and was therefore misleading.

RESOLVED – (1) That the report and presentation be noted.

(2) That the ‘average waiting time’ including ‘abandoned calls’ be circulated to members of this Scrutiny Committee.

(3) That further comments from members of this Scrutiny Committee in relation to the proposed redesigned Council website be submitted to the Head of Information and Communication and that Councillors Burns, Butler and Wyatt be involved in its development.