Lisa Jamieson, Transaction Centre Senior Manager introduced a report which summarised the work underway to develop a new approach to Customer Contact for Wirral Council and its partners. The project would form part of the council’s new Transformation Programme.

The principles informing the Council’s new model of customer contact were that it must:

·  Make it easy for customers to get what they needed through digital transactional services and high quality information, advice and guidance content.

·  Make sure those who struggled to use digital services could get help

·  Develop staff to be problem-solvers, and use customer insight to prevent any problems recurring in future

·  Find ways to share information and expertise with partners, so the Council could help its customers together

·  Provide support in an emergency

As part of this model, the Council would provide increased opportunities for members and community groups to support residents who needed help in accessing Wirral’s services through the development of ‘Assisted Digital’ provision. 

The Council would also work closely with members to help them carry out their roles effectively, and efficiently. This would include providing training, improving communication between officers and members, and identifying how councillors needs could be met efficiently.

Responding to comments from Members, Lisa Jamieson’s comments included the following:

·  There would be an agile approach to the work involved in improving customer contact with any small task looked at and implemented through a structured approach.

·  A number of soft market tests had taken place with regard to the CRM system and a further update was expected on the work of IT services to replace the system.

·  She would ensure the list of initiatives outlined in the report were progressed over the next six months

·  The possibility of using mobile ‘phone apps would always be a consideration and soft market testing would take place on all ways for accessing services.

·  Rather than presenting known solutions she was keen that Members’ views also informed what would work best.

Members expressed views that with a new CRM system the need to retain a personal touch should still be taken into account. The difficulty in finding the right officer on the internal telephone directory was also referred to and officers promised that they would look into this issue.

Members thanked Lisa Jamieson for a very positive report and a Member referred to the need for her to get her vision across to senior officers within  the Council.

On a motion by Councillor Blakeley, seconded by Councillor Elderton, it was then –

Resolved (14:0) – That the officers be thanked for their report and a further report be brought to the Committee in January on the progress made.