Decision details

Sarah Jenkins, Head of Service, Customer Access Service attended and presented a report on the operation and performance of the Customer Access Service (CAS).

It was noted that within the programme for Performance, Transformation and Improvement the CAS is actively involved with delivering requirements to support:

·  adult and children's social care

·  de-commissioning of 0800 and 0845 telephone numbers

·  transfer of the County Council's frontline Pension service to the new joint venture with London Pension Group.

·  Blue Badge Service

·  automated surveys

·  compliments and complaints

It was reported that all the CAS contractual SLA targets for 2015/16 were met or exceeded.

The CAS is engaging with future improvements as part of the Core Systems Transformation Programme:

·  Highways Asset Management System

·  Property Asset Management Systems

·  Social care – Liquid Logic update version 7

·  Social care – work with Newton

It was agreed to include a narrative around the measurement of the quality of calls and the percentage of those calls resolved at the first point of contact, in future reports.

Resolved:  That the report now presented be noted.