Issue - meetings

To consider a report by Councillor Julian Thompson-Hill, Lead Member for Finance and Assets (copy enclosed) seeking approval of a new policy dealing with Revenues Services changes in address, changes in circumstances and claims for discounts and reliefs.

RESOLVED that Cabinet approve the revised ‘Council Tax and National Non Domestic Rates Moves, Discounts, Exemptions and Reliefs Telephone Call Recording Policy’ as detailed in Appendix A to the report.

Councillor Julian Thompson-Hill presented the report seeking approval of a new policy dealing with Revenues Services changes in address, changes in circumstances and claims for discounts and reliefs.

The Council was investing in a new telephony system with call recording capabilities.  The new approach to dealing with changes would enable more efficient working practices, improve customer service, act as a deterrent to fraudulent claims and have a positive impact on Denbighshire residents.

Cabinet welcomed the policy as a means of providing better customer service to residents whilst also enabling further efficiencies in processing and reducing the potential for fraud.  Questions were raised regarding the future operational management of the new system and potential for integration with other systems.  The following responses were provided to the issues raised –

·        the policy would not be introduced until the new telephony system was installed and it was advantageous for the policy to be in force before transfer of the service to Civica who would be inheriting and abiding by all Council policies

·        assurances were provided that staff would not be adversely affected by the transfer to Civica and would gain additional benefits from being a Civica employee – a positive response had been received from staff in that regard

·        Civica had signed up to the Council’s Welsh Language Policy and there would be no detrimental impact on the Welsh Language as a result of the transfer

·        there was no additional cost to the customer as a result of the new policy and all other channels of communication with the Council remained – officers agreed to check whether ‘Type Talk’ would be accommodated and recorded by the system

·        implementation of the new policy would be subject to a monitoring process to ensure its effectiveness and reported back to members on a regular basis.

Councillor Huw Hilditch-Roberts advocated greater integration of the new system with other Council systems with a view to the verification and sharing of data to allow direct communication with residents as appropriate.  Officers explained that the new telephony system would integrate the Customer Relationship Manager system but the level of integration was dependent upon software and cost.  It was suggested that if members had strong views on this issue they contact the Head of Customers and Education Support directly.  Councillor Barbara Smith referred to other areas of work linked to the new telephony system such as emergency response and advised that data protection was also an issue for consideration.

RESOLVED that Cabinet approve the revised ‘Council Tax and National Non Domestic Rates Moves, Discounts, Exemptions and Reliefs Telephone Call Recording Policy’ as detailed in Appendix A to the report.

[Councillor Eryl Williams abstained from voting on the above resolution.]