Decision Maker: Corporate Resources Overview & Scrutiny Committee

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: July 10, 2025

Purpose: To provide an overview of the annual performance of the Corporate Contact Centre, the service responsible for managing telephone calls to key Council services during 2024/25 and to outline plans to transform the service through the introduction of modern technologies.

Content: (a)     That having considered the annual performance of the Corporate Contact Centre 2024/25, the comments made by the Committee be reported back to Cabinet when it considers the report;   (b)     That having considered the upcoming Strategic Transformation Programme project to modernise the Contact Centre using modern technologies as outlined in paragraph 1.22, the comments made by the Committee be reported back to the Cabinet when it considers the report;   (c)     That Members of Cabinet and Corporate Resources Overview and Scrutiny committee visit the Contact Centre to observe the range of enquiries received by the service; and   (d)     That the Committee requests a review of the pay model.