Decision details

Phyl Chapman, Head of Customer Access Service attended and presented an update on the operation of the Customer Access Service (CAS).

It was reported that CAS is the first point of contact for 60% of all incoming telephony and email enquiries to the County Council. CAS was established in 2005, initially delivering only four services. The strategic plan was to migrate additional services into CAS, whilst improving costs and efficiency. CAS currently delivers 24 County Council services and two West Lancashire Borough Council services, including Highways, Libraries, NowCard, Registrars, Certificates, Waste, Welfare Rights, Ask HR and Ask Pensions helpdesk and the Blue Badge Service. Staff are required to deliver both detailed transactional services and validated signposting to agencies across the public sector.

It was noted that within the dedicated Social Care Centre, a specialised and sensitive service is delivered offering information, advice and assistance on all matters relating to Adult and Children's social care.

Members noted that in Quarter 2 CAS Social Care and Contact Centre contractual targets were exceeded

Resolved: - That the report now presented be noted.