Putting the customer first

Transcription

1 Putting the customer first 36 Putting the customer first The Customer Service Organisation (CSO) comprises the Customer Service Centre (CSC) and Contact Manchester, our centralised Corporate Contact Centre. of Hours emergency service. In addition to telephone contacts, it handles online, and SMS customer enquiries across the majority of our key services. 376,215 online transactions in 2014/15 An increase of 17% over last year The CSC handles enquiries from those customers who require face-to-face support and assistance. It is situated on the ground floor of the newly refurbished Town Hall Extension and interconnects with the Central Library. Key partner organisations, including Jobcentre Plus, Citizens Advice Bureau, Greater Manchester Police, Connexions and Avanta (a leading employment support and training services company) work alongside the Customer Service Centre, providing a one-stop shop for key support services for our residents. Contact Manchester provides support for residents, businesses and partners wishing to access services by telephone. Services delivered through Contact Manchester include our main Switchboard, Council Tax and Benefits, Neighbourhood Services, Social Care, School Admissions, Elections, and a dedicated Out During 2014/15, 94% of customers surveyed stated they were either satisfied or very satisfied with the level of service provided by the CSO. As a result of work being undertaken to implement our Digital and Channel Shift Strategy, there has been a continued increase in the number of customers transacting online through 2014/15. During 2014/15, 376,215 online transactions were made, an increase of 17% when compared to 2013/14 and a 34% increase when compared to 2012/13. Visits to our website also rose to 6.67million during 2014/15, an increase of 10% when compared to 2013/2014. Consequently, this switch in customer behaviour and increase in customer self-service has resulted in a 12% reduction in calls made to Contact Manchester during 2014/15 in comparison to the previous year.

2 Putting the customer first 37 CSO activity in terms of the number of incoming calls, incoming s, online transactions and face-to-face vists to the CSC This chart shows the impact of our Digital and Channel Shift Strategy with customer demand reducing consistently across all channels except online services, where uptake continues to increase, with a 17% rise in transactions since last year. 2013/ / Telephone Online Face to face

3 Putting the customer first 38 Percentage of enquiries at Contact Manchester relating to each service Elections 2% Emergency Control Centre 1% This pie chart shows that 39% of calls received by Contact Manchester related to Council Tax and Benefits, whilst calls related to Neighbourhood Services represented 23%. Within Neighbourhood Services, enquiries relating to Waste and Recycling are consistently the highest volume. Emergency Out of Hours 2% Adult and Children's Social Care 10% Neighbourhood Services 23% School Admissions 4% Switchboard and general enquiries 19% Council Tax and Benefits 39%

4 Putting the customer first 39 Percentage of enquiries at Customer Service Centre relating to each service Planning and Building Control 0.5% Council tax enquiry 15% Licensing 8% This pie chart shows that over 60% of all enquiries handled in the CSC relate to Revenue and Benefits, with 34% relating to the drop-off and validation of documentation relating to council tax or a benefit claim. 27% of enquiries relate to more in-depth Revenue and Benefits enquiries (benefits enquiry, 12%; council tax enquiry, 15%). School Admissions 1% Homelessness/housing options 8% Benefits enquiry 12% Revenue and Benefits document drop-off 34% Elections 0.5% Signposting 21%

5 Putting the customer first 40 Customers praising the Council In 2014/15, 390 customers contacted us to praise our staff or service. This was a decrease of 196 on the previous year. We are working with services to make sure positive feedback is recorded when it is received / /15 Complaints to the Council The Council responded to 1,958 complaints in 2014/15, which was less than the number responded to in 2013/14 (2,199). When we receive a complaint we investigate to find out what has happened. If we find that something has gone wrong, we let the customer know their complaint has been upheld and we take steps to prevent the problem happening again in the future. In 2014/15 we upheld 626 complaints, which represented 34% of all the decisions made. In 2013/14 the percentage of decisions that were upheld was lower at 31% (658 complaints upheld). 2013/ /15 2,099 complaints 1,825 complaints 31% upheld 34% upheld