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Savings 2016-17 Customer Contact Review

Savings 2016-17 Customer Contact Review | South Lanarkshire Council
TitleSavings 2016-17 Customer Contact Review
Council ResourceHousing and Technical
Service AreaHousing and Technical
Aims and ObjectivesSouth Lanarkshire Council currently provide a face to face Q and A Service to the public in 8 locations throughout the
South Lanarkshire Area. The aim of the saving is not to remove the service provided but to re-model the way in which
the service is delivered achieving a saving of £840,000 with a reduction of 26.5 FTE posts and associated
accommodation costs. On an annual basis each Resource is asked to identify and realise savings to ensure the
delivery of services at best value whilst also maintaining a high standard of customer service. Reviews are being
carried out across the Resource to ensure that services are provided in the most effective, efficient and accessible
manner possible while at the same time ensuring there is no serious effect on legislative and regulatory requirements
of the Council. This saving proposal is being made as part of a review of the resource's Anti Social Behaviour/Problem
Solving Strategy, and has been ongoing for a number of years.
ConclusionAnalysis of the Q and A service indicates a 34% reduction in footfall over the past 5 years with only 33% of customers
requiring an in depth interview with a Customer Service Assistant. Channel shift activity has been very successful in a
number of enquiry types e.g. 85% of repairs customers redirected to the telephone and 85% of Housing benefit
applicants redirected to apply online or by telephone. This confirms customer willingness and ability to use other
channels. This assessment is part of a review of the resource's Customer Contact Strategy Review, and has been
ongoing for a number of years. The review is being carried out to ensure that the service is provided in the most cost
effective, efficient and accessible manner possible while at the same time ensuring there is no adverse effect on any
legislative and regulatory requirements of the Council. The Q&A Service will still be provided, albeit in a different
manner, the service will continue to look at efficient, cost effective and relevant means to engage with customers, and
becoming more focused on what is actually required may have a positive impact on people who live and work in South
Lanarkshire, especially people who are most likely to be in contact with the Local Authority.
Completion date2014 - 2018
Contact Email addressequalities@southlanarkshire.gov.uk
AreaCouncil Wide