Policy & Resources and Customer Services, Sport & Leisure Cabinet Members – Minutes – 18 July 2012

The corresponding report of the following item (Minute 1 refers) contains exempt information as defined in Paragraphs 1, 2 and 3 of Part 1 of Schedule 12A of the Local Government Act 1972 (as amended).

1          (1)  LOCAL TAXATION AND BENEFITS – CUSTOMER SERVICE TELEPHONE TEAM – The Director of Policy and Resources and the Director of Places submitted a joint report which sought approval for the transfer of management of the Customer Services section of Local Taxation and Benefits from the Director of Policy and Resources, to the councils Customer Contact Centre within the Places directorate.

It was explained that the vision for the Council’s Customer Contact centre involved the bringing together of various existing centres of excellence into one central point for customers to make contact by telephone.

The Local Taxation and Benefits Service had moved to a shared service with North-East Lincolnshire Council from 1 July 2012.  Telephone calls at North East Lincolnshire Council were handled by a central customer service team and it was considered that a consistent approach was needed at North and North East Lincolnshire Councils.

The first stage of implementing this vision had involved incorporating the handling of telephone calls in respect of Council Tax and Benefits into the Customer Contact Centre at Church Square House. The move of staff to do this took place on 8 July 2011 but the management of the team remained with the Assistant Director,  Financial Services within the Policy and Resources directorate.

It was proposed that this team be transferred in its entirety from the Policy and Resources Directorate to the Places Directorate with effect from 1 August 2012.

Resolved – That the transfer of the Local Taxation and Benefits telephone team from the Policy and Resources Directorate to the Places Directorate be implemented with effect from 1 August 2012.

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Where there is no report this is because it is exempt, as it contains information which is considered to be of a confidential nature, as detailed in the Local Government (Access to Information) Act.