Agenda item

5.1  Richard Selley, head of customer experience, introduced the report.

5.2  A member reported that there was local concern that the new My Southwark customer service point at Market Place in Bermondsey was much smaller than the former Bermondsey One Stop Shop (OSS) and in particular did not have adequate space for confidential meetings.  The head of customer experience responded that the footprint of the former OSS had been larger than required.  The focus of the new facility was self- and assisted-self- service but with interview slots available.  Five counter-points would be available together with a discrete booth.  The whole of the ground floor was devoted to service delivery with staff accommodation on the first floor.  The head of customer experience explained that discussions about shared accommodation were taking place with the CAB which had offices two doors down.  He also commented that visitors to the former OSS had declined as customers continued to access services in different ways.

5.2  Members wondered about the level of morale amongst staff who had been TUPE’d and who were yet to be TUPE’d.  The head of customer experience reported his understanding that staff were looking forward to the opportunity to work directly for Southwark.  He also confirmed that staff were being TUPE’d on council terms and conditions which ensured protection of equal pay.  Members were also concerned about any difficulties that might be encountered in the transfer from one IT system to another.  The head of customer experience explained that the exit from the contract allowed a move from SAP CRM to Microsoft Dynamics CRM.  The council was considering options in terms of SAP CRM records.  In addition, a new telephone system was being purchased for the contact centre.

5.3  In response to further questions, the head of customer experience indicated that improvements were being made to the council website.  Customers would have access to their rent and service charge accounts and be able to raise repairs and book appointments online.  The head of customer services also gave details of performance monitoring, which included call-listening, contacting customers by phone, letter and email and making use of feedback.  If customers had provided an email they automatically received a link to an online survey.  Costs were also being closely monitored.

5.4  A member asked whether improvements had been made to document checking.  The head of customer experience explained that one stop shops had improved the way they checked IDs and ID documents.  Another aim was to inconvenience customers less by checking whether ID confirmation was already in the council’s possession.