Savings 2016-17 Customer Contact Review
| Title | Savings 2016-17 Customer Contact Review |
|---|---|
| Council Resource | Housing and Technical |
| Service Area | Housing and Technical |
| Aims and Objectives | South Lanarkshire Council currently provide a face to face Q and A Service to the public in 8 locations throughout the South Lanarkshire Area. The aim of the saving is not to remove the service provided but to re-model the way in which the service is delivered achieving a saving of £840,000 with a reduction of 26.5 FTE posts and associated accommodation costs. On an annual basis each Resource is asked to identify and realise savings to ensure the delivery of services at best value whilst also maintaining a high standard of customer service. Reviews are being carried out across the Resource to ensure that services are provided in the most effective, efficient and accessible manner possible while at the same time ensuring there is no serious effect on legislative and regulatory requirements of the Council. This saving proposal is being made as part of a review of the resource's Anti Social Behaviour/Problem Solving Strategy, and has been ongoing for a number of years. |
| Conclusion | Analysis of the Q and A service indicates a 34% reduction in footfall over the past 5 years with only 33% of customers requiring an in depth interview with a Customer Service Assistant. Channel shift activity has been very successful in a number of enquiry types e.g. 85% of repairs customers redirected to the telephone and 85% of Housing benefit applicants redirected to apply online or by telephone. This confirms customer willingness and ability to use other channels. This assessment is part of a review of the resource's Customer Contact Strategy Review, and has been ongoing for a number of years. The review is being carried out to ensure that the service is provided in the most cost effective, efficient and accessible manner possible while at the same time ensuring there is no adverse effect on any legislative and regulatory requirements of the Council. The Q&A Service will still be provided, albeit in a different manner, the service will continue to look at efficient, cost effective and relevant means to engage with customers, and becoming more focused on what is actually required may have a positive impact on people who live and work in South Lanarkshire, especially people who are most likely to be in contact with the Local Authority. |
| Completion date | 2014 - 2018 |
| Contact Email address | equalities@southlanarkshire.gov.uk |
| Area | Council Wide |