The loss of the York Council’s Acomb Office continues to put pressure, on reception facilities at West Offices, two years after its closure.
This is how customer services at West Offices are now performing.
In person at West Offices
West Office reception stats
Only about 80% of customers are currently being seen within 10 minutes of arrival. This is however an improvement on 2013.
Telephone
Only 40% of those telephoning the Council can expect to be answered within 20 seconds.
Around 25,000 telephone calls are made to the Council each month.
The Council blames peaks in call volumes – such as those caused by the Lendal bridge fine refund process – for the poor performance.
Telephone call performance
More staff have been recruited to bolster the service.
The last Council meeting was also told that “service provision will be enhanced by the introduction of the new voice server in the new year which will seek to serve callers better than the current version does with improved accuracy, and better information giving facilities including call waiting times.
In April we will also have a new web site in place that will also help customers in providing information they have told us they want to see. This will be followed by the implementation of a new customer system which will be easier for our residents to use on-line when, booking, applying or paying for services”
The one crumble of comfort for the York Council are the results of a satisfaction survey of those customers contacting them by telephone during the summer.
The figures show that over 90% rated the response as “Very Good or Excellent”.
Emails
Ironically the longest delays occur on electronic communications with Emails sometime not being processed for over 2 weeks.
This despite the priority for the Councils customer handling to be electronically based as it is the cheapest access channel to administer.
The Council admits they have failed on this important project
“The current system does not currently provide data on the completed time for emails against service level, this would have to be a manual calculation on each case. The current service level is within 24hours however as a result of the uplift in contact as mentioned below and reduced resource availability we have not met this timescale for some”.
The last Council meeting was told that the Email backlog would be eliminated by the middle of October and that responses would then be issued within 24 hours
Speed in initially acknowledging a contact from a customer is, of course, only the first step towards success.
Residents need to be convinced that, having reported an issue, it has been remedied.
……..& there the York Council still has a huge amount to do to improve its reputation!
