Issue - meetings
Changes to Customer Telephone Access Times
Meeting: 12/06/2024 - Executive (Item 190)
190 Changes to Customer Telephone Access Times 
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Purpose:
The purpose of this report, in light of a continuous decline in customer demand, is to propose that the trial becomes a permanent arrangement following the data gathered. The trial of reduced telephone access hours from 9am – 2pm, to the public has proved the concept and customers are continuing to shift to digital channels.
Recommendation:
That the Executive resolves to:
1. Agree to adopt the reduced telephone access arrangements on a permanent basis.
Additional documents:
Minutes:
Councillor Alaric Smith, Executive Member for Finance, introduced the report, which proposed that a trialled change to customer telephone access times became a permanent arrangement. A trial of reduced telephone access hours from 9.00am – 2.00pm to the public, had proved the concept that customers were continuing to shift to digital channels.
The Executive thanked the work of officers that brought the report to the Executive, and praised their resolve in ensuring that changes to operating models had a positive effect for both residents and staff morale within the Residents Services department.
Councillor Alaric Smith proposed that the Executive agree to the recommendation as listed on the report. This was seconded by Councillor Andy Graham, was put to a vote, and was unanimously agreed by the Executive.
The Executive Resolved to:
1. Agree to adopt the reduced telephone access arrangements on a permanent basis.