Issue - meetings

To receive an update on the implementation of the new customer relationship management system into the Council’s Contact Centre

The Committee received an update on the implementation of the new Customer Relationship Management (CRM) system into the Councils contact centre. With regard to the Waste and Recycling Service, it was noted that there were still large volumes of calls with regard to missed bin collections. however there appeared to be no pattern or consistency and the contact centre continued to work with the service to resolve this issue. Councillor Livesley highlighted that on occasions missed collections were due to the bins not being put out on time and that the service now had the technology in certain vehicles in the north of the borough to monitor the wagons and collections. It was agreed that information on this technology should be included in the Members bulletin. 

It was noted that as part of the highways contract, Ringway Jacobs did not use the CRM system, however since the contract commenced there appeared to be a slight increase in call volumes. Members raised concern about this and agreed that the relevant Group/Committee should investigate the situation.

RESOLVED

·         That details of the technology used to monitor the waste collection rounds be included in the Members bulletin.

·         That a breakdown of the waste complaints be circulated to the Committee.

·         That the appropriate Group/Committee be requested to investigate the increase in highway calls and the possibility of it being included within the CRM system.