Wrthi'n llwytho
Does dim crynodeb o'r cyfarfod hwn eto. Caiff un ei ysgrifennu pan fydd y cyngor yn cyhoeddi'r cofnodion. Mae'r agenda a'r papurau isod.
Councillor Mogford asked: I was recently made aware of a number of statistics that include, for example, ONE IN EVERY FOUR callers hung-up the phone whilst waiting to get through to Newport Council in 2025. Earlier this year (2025) , Newport’s Council Leader, Dimitri Batrouni proudly declared a brand new ‘bread and butter’ budget for the City. A budget to focus on improving the so called ‘basic services.’ However, the service levels at the council’s Contact Centre according to some sources remain ‘utterly shambolic.’ Before becoming the leader, Cllr Batrouni was previously the Cabinet Member for Organisational Transformation - a position that oversaw the running of the Contact Centre. In early-2024, he was questioned by myself over the poor performance of the Contact Centre, at a Full Council Meeting. This came after one resident waited 1hr 14mins to speak to someone on the Council Tax line amongst other issues. I recall his commitment to be judged on improvements he would be making … Some relevant stats show · From the 1st January to 30th June 2025, a total of 82,161 phone calls were made to Newport Council’s contact centre. · During the same time period, a total of 20,530 phone calls were abandoned. · This represents an abandoned rate of 24.98%. Therefore, almost one in every four callers to Newport Council have hung-up the phone. Questions: Have the Cabinet Member and the wider team taken their eyes of the ball when it comes to the Call Centre and What steps are now being taken to make the Call Centre ‘21st Century ready ‘ for ALL residents, as Newport begins the journey to become a 21st Century Smart City? Councillor Batrouni responded: The number of calls to the Contact Centre are 72579. The overall customer contact for this period is 465084. This shows that the majority of contact is through digital and other means. Newport City Council is responding to the requirements of a modern world where most people would rather contact organisations digitally. This is the most cost-effective route for customer contact. The average waiting times on the contact centre telephone line is under seven minutes. The call abandonment rate is around 24% and data shows these happen at between 2-4 minutes. This will include people who have chosen a call back, have decided to use a digital channel or do not want to wait for their call to be answered. The Council has a customer services improvement project which is wide ranging. One area of focus within that includes how customers interact with the Council with the objective on making more use of the Council website and self-service digital solutions with corresponding reductions in calls to the Contact Centre. We are developing our AI and digital capabilities to enhance and accelerate this process.
Rhaid i gynghorwyr ddweud pan fydd ganddyn nhw gysylltiad personol â rhywbeth sy'n cael ei drafod, fel swydd, eiddo neu aelod o'r teulu. Mae buddiant sy'n rhagfarnu yn ddigon cryf i'r cynghorydd adael yr ystafell fel arfer a pheidio â chymryd rhan.
Caiff datganiadau eu darllen o'r cofnodion unwaith y byddan nhw wedi'u cyhoeddi.
Dyw'r cyngor ddim wedi cofnodi presenoldeb ar gyfer y cyfarfod hwn.
Yn rhestru cynghorwyr presennol y cyngor yn unig. Nid yw aelodau cyfetholedig, swyddogion a chyn-gynghorwyr yn cael eu dangos.