Wrthi'n llwytho
Does dim crynodeb o'r cyfarfod hwn eto. Caiff crynodebau eu hysgrifennu pan fydd y cyngor yn cyhoeddi'r cofnodion, sef ei gofnod swyddogol o'r hyn a benderfynodd cyfarfod. Maen nhw fel arfer yn ymddangos ychydig wythnosau ar ôl y cyfarfod.
Response by the Cabinet Member: Not all service areas within Powys County Council utilise the same communication platform, and not all calls made to the Council come into just one Customer Services telephony contact centre. For example, Adults Services Assist, Housing and Income and Awards all have their own contact centres, where calls may be queued to differently skilled call staff dependent upon the nature of the call. Additionally, customers are able to call staff and services directly through an automated call portal if they know the name of the department or member of staff without needing to enter the contact centres. A direct call to a specific extension is also available. Services respond to these calls with different staffing levels, processes and opening times. In April 2024 9,143 calls were made to the Council through the Customer Services Contact Centre, both Reception and skilled service calls (for Highways, Refuse, Garden Waste, Environmental Health etc). This does not include calls made through the auto call portal nor those made directly to individual staff or telephone extensions. Of those 9,143 calls received 7,783 were answered, with an average wait time of 1.21 minutes for Reception calls, and 4.10 minutes for skilled service calls. 1,360 calls were abandoned before they could be answered. The longest wait time before a call was answered was 40 minutes, in respect of Blue Badges (a skilled service call) and 19 minutes in respect of a Reception call. The average being 3 minutes waiting time per call. In the month of April for all the services using the Council’s communication platform then the total time customers were waiting in queues for the call to be answered was just over 16 hours, with over 20,000 calls received. Using the current minimum wage figure, as quoted, this would equate to a monetary figure of £183.04, for the month. The implementation of a call back functionality would require further analysis in relation to resources, costings and processes, since further resources may be required to manage such functionality, since those staff currently in place are fully utilised in answering telephone calls. For example, if a call back service was introduced for Customer Services alone, at least 1,360 (abandoned) call backs would need to be made, and these would need to be identified as reception or skilled service calls, since staff are required to undertake specific training to be able to handle these skilled service calls. Additionally, Reception call backs may still require a transfer through to a service area, and further issues will arise if the service area is not able to accept the transfer. The Council is in the process of developing a Customer Experience Strategic Framework from which further work will be undertaken in determining how the Council communicates with its customers, and how improvements can be made in delivering a good customer experience across all council departments. Key performance indicators reporting will be agreed as part of this work, including not just the services who utilise the communications platform but also those where the calls are made direct.
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.