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There is no summary of this meeting yet. Summaries are written once the council publishes the minutes, which are its official record of what a meeting decided. They usually appear a few weeks after the meeting.
Councillor R Mogford
None.
The Strategic Director – Transformation and Corporate introduced the report, and the Project Officers for the Customer Contact Improvement presented the report via a PowerPoint presentation. • The Committee recommended that Cabinet continue to provide the necessary financial support to ensure the ongoing success of the project. • The Committee praised the presentation and report and wished to acknowledge the team for their progress in achieving significant culture change and impact with a small team. The Committee also noted the impressive customer satisfaction score for the contact centre of 4.2 out of 5. • The Committee welcomed the addition of Frequently Asked Questions for Members, noting it will make it easier for them to respond to residents’ enquiries. • The Committee noted the current approach to collecting customer feedback through post-call surveys and suggested exploring additional methods, such as follow-up texts, to increase response rates and gather more comprehensive feedback. • The Committee recommended that the Members Contact Workstream engages with Councillors using a variety of methods, including digital surveys and interactive sessions, to ensure comprehensive input and to develop a consistent, efficient approach to Member enquiries. • A Councillor noted that when reporting fly-tipping through the app, they were unable to upload photo evidence and did not receive a confirmation acknowledging receipt of their report. Whilst this is potentially a single-user or single-device glitch, they requested that these features be checked to ensure they are working as expected.
a) Actions Arising The Scrutiny Adviser informed the Committee of the actions that have been completed, and the actions that are currently outstanding. b) Draft Annual Forward Work Programme 25/26 The Scrutiny Adviser informed the Committee that the next meeting to be held would be 19th November 2025, with the 2025/26 Service Plan Mid-Year Reviews for the Corporate Directorate being discussed. c) Outcomes Monitoring The Scrutiny Adviser informed the Committee of the actions that have been completed, and the actions that are currently outstanding.
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