Issue - meetings

Revenues and Benefits Telephony

Meeting: 12/02/2013 - Cabinet (Item 83)

83 Revenues and Benefits Telephony pdf icon PDF 40 KB

The Cabinet Member for Delivering Value for Money, Councillor Andy Roberts, Recommends:

 

That Cabinet approves the transfer of call handling from the County Council Hub Contact Centre to the Revenues and Benefits Shared Service with a target date of 1 April 2013.

 

Additional documents:

Minutes:

The Cabinet received a report seeking approval of the proposal to transfer call handling for the South Worcestershire Revenues and Benefits Shared Service from the County Council Hub Contact Centre to the Revenues and Benefits Shared Service from 1 April 2013. A total of 12 full time equivalent staff were expected to transfer.

 

 

The Portfolio Holder for Delivering Value for Money presented the main elements of the report. Particular emphasis was made to the proposal and the rationale for the proposal. The Portfolio Holder informed Cabinet that the transfer of Revenues and Benefits calls would result in both improved customer service and revenue savings of around £60k per annum for the partner councils. The Cabinet were informed that improved customer service would result form reduced double handling and the use of service experts. The Portfolio Holder confirmed that face to face revenues and benefits enquires would continue to be dealt with by the Hub Contact Centre. The Portfolio Holder for Customer Services and Communication also expresses her support for the proposal.

 

RESOLVED:          That Cabinet approves the transfer of call handling from the County Council Hub Contact Centre to the Revenues and Benefits Shared Service with a target date of 1 April 2013.