Agenda item

The Customer Care Plan was approved.

The report was presented by Cllr. Llio Elenid Owen

DECISION

The Customer Care Plan was approved.

DISCUSSION

The report was presented noting that customer contact was one of the priority streams of work in the Ffordd Gwynedd plan within the Council's Plan. It was highlighted that the plan was being presented following research, engagement and consultation with residents and staff. It was noted that the plan consisted of two clear elements, namely the Customer Care and Standards Charter. It was explained that the Charter outlined what customers expected from the Council and the behaviours expected by the Council from customers, noting that the Standards set out a clear response timeframe so that both the customer and staff were aware of the expectations.

Attention was drawn to the difference of opinion during the consultation period and this was highlighted, which included some being glad to see a clear response timeframe whilst others raised concerns about the practical ability to uphold the standards. It was also noted that there was a difference of opinion in that some noted the need for higher standards for elected members. It was hoped that by setting clear standards, managers would be encouraged to conduct service reviews to identify challenges and to find ways of removing them by potentially looking at new opportunities such as AI.

It was noted that there had been a discussion on the word 'customer' which some were eager to change to resident - this was not suitable after being given some thought as the Council served beyond the "people of Gwynedd" such as businesses. It was noted that an Equality Assessment had been carried out to ensure that the plan met needs, supported vulnerable people and was age friendly. It was noted that the steps would be to engage residents and establish new training to ensure that managers and staff were aware of the expected standards. 

Observations arising from the discussion:

·        Attention was drawn to the difference in opinion about the clause "accept the final response and respect the decision" which had arisen in the presentation, asking why it was still in the decision. It was noted that it was fair to say that it came from staff bias, and that it was only fair if the customer was also allowed to challenge. Although the clause has been included, it was explained that it did not mean that a challenge could not be made, but that a point would come where the final response would have to be accepted and for the complainant to proceed to the Ombudsman's complaint procedure failing an agreement. It was noted that it had been included as a point of clear line.

·        It was asked how the plan would include people with no access to technology or with disabilities. It was noted that the Plan was for everybody, and that there were steps in place for everybody to be able  to contact through technology, phone arrangements, Siop Gwynedd, and it was highlighted that the training for Managers and Team Leaders on service design would ensure that they embraced all customers within a community.