FCR02 - Financial Savings 2024-25 - Council Tax and Benefits Call Centre
| Title | FCR02 - Financial Savings 2024-25 - Council Tax and Benefits Call Centre |
|---|---|
| Council Resource | Finance and Corporate |
| Aims and Objectives | To provide information on the reduction in the number of people working in the council tax and benefits call centre. The option is to reduce the current establishment of 11 by three and would result in callers waiting longer to speak to an operator. Average waiting times are likely to increase from the current two minutes to approximately 5 minutes with the longest waiting times increasing from 21 minutes to over 30 minutes. This could increase call charges however the calls are charged at low tariff rates. There are online alternatives for contacting the service, including using My Account. The staffing impact would be a reduction of three FTE at grade two level one, these posts are currently vacant. This option would see a £0.096m saving. |
| Conclusion | The option is to reduce the current establishment of 11 by three and would result in callers waiting longer to speak to an operator. There is a potential negative impact on people who share the protected characteristics of age and disability. This is due to the potential increases in average waiting times from the current two minutes to approximately 5 minutes with the longest waiting times increasing from 21 minutes to over 30 minutes. This could increase call charges however the calls are charged at low tariff rates. There are online alternatives for contacting the service, including using My Account. Contact Scotland BSL services are available to assist BSL users (English is considered a second language), to contact the council by phone. The staffing impact would be a reduction of three FTE at grade two level one, these posts are currently vacant. Call waiting times will continue to be monitored on a regular basis and reported to the Resource Management Team using the usual reporting mechanisms. This option would see a £0.096m saving. Approved by Council on 21 February 2024. |
| Completion date | 21 February 2024. |
| Contact Email address | equalities@southlanarkshire.gov.uk |
| Area | Council Wide |