Issue - meetings

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

At the October meeting of Corporate, Resource Management & Governance Scrutiny Committee the Corporate Director for Corporate and Support Services was requested to submit a report to the next meeting in relation to the Contact Centre staffing and response times.

The Scrutiny Committee is invited to comment on the report.

Officer contacts Janine Watson on telephone number Tel: 0161-474-3060 or alternatively email janine.watson@stockport.gov.uk

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

The Scrutiny Committee at its meeting on 29 October 2013 had requested the Corporate Director for Corporate and Support Services to submit a report to this meeting.

The Deputy Executive Leader and Portfolio holder for Corporate, Customer and Community Services (Councillor Mark Weldon) attended the meeting to answer members’ questions.

The following comments were made/ issues raised:-

·         It was confirmed that there were no plans to outsource the Contact Centre.

·         It was acknowledged that more could have been done to improve the Council’s website and the transactional forms prior to the proposals being implemented.

·         An explanation of the existing Council Tax Open Access system was provided including how this was being developed further.

·         It was noted that the information in ‘The Review’ was being reviewed and there was a need to promote the ‘Channel Shift’ initiative.

·         It was confirmed that all issues would be resolved by the end of the financial year.

RESOLVED – (1) That the report be noted.

(2) That sickness absence figures in relation to those staff working in the Contact Centre be provided to members of this Scrutiny Committee

(3) That the Corporate Director for Corporate and Support Services be requested to submit a further report to this Scrutiny Committee in due course in relation to the use of ‘Apps’.