Issue - meetings

As detailed in the recommendation.

The Cabinet Member for Corporate Management presented an update on progress made with implementation of the Customer Services Strategy.  He reported on initiatives to provide more cost effective and efficient ways of accessing the Council’s information and services and on improved customer access via the use of social media tools and Council “Apps”, the website, face to face contact and telephone contact centres.  

                        The Cabinet Member for Environment commented on the Streetscene Contact Centre which was introduced in March 2012.  He advised that the volume of calls received since March were greater than expected, however, measures had been put in place and improvements achieved in call answering times and reducing abandoned calls.  The situation would be closely monitored and further work undertaken to improve back office procedures and communication between the Streetscene operations staff and the Contact Centre advisors.

                        The Cabinet Member for Public Protection, Waste and Recycling and the Head of ICT and Customer Services provided further detail on the successful launch of a Flintshire App to report dog fouling.  The Head of ICT also reported on the development of the website and on-line services, the Flintshire Connects project, and the Streetscene Contact Centre.     

RESOLVED:

That the progress made in implementing the Customer Services Strategy be noted.