Town & Parish Conference - Customer Focus - Lewes District Council

One District One Council

Putting the Customer First:Reshaping our services

Town & Parish Councils Conference

24 October 2013

One District One Council

Why are we changing?

• National pressures• Local drivers for change Programme Nexus: our programme to modernise how

we work The “One District One Council” Vision Commitment to customer service Supporting and developing our staff Getting more from our resources Saving money for local residents and businesses

One District One Council

Customer Focus

One District One Council

Mapping image produced from the Ordnance Survey election map service © Crown copyright and

database right 2013

One District One Council

Current Structure

One District One Council

Proposed structure

Chief ExecutiveJenny Rowlands

Service Delivery DirectorGillian Marston

Business Strategy & Development Director

Nazeya Hussain

Corporate Services Director

Julian Osgathorpe

Mixed teams delivering front line services, such as housing, waste and

recycling, planning, and environmental health.

Policies, partnership and projects.

Internal support services such as legal, IT, HR and

communications.

One District One Council

Customer Contacts

• 35,000 phone calls a month: nearly 11,000 for housing, 10,000, financial

• 2,000 face-to-face contacts a month

• Emails? – not monitored but 6,000+ a month indexed by info@work.

• 37,000 website visits a month – up 12.5%

• 3,000+ Twitter followers

One District One Council

Customer enquiries

• Most popular web pages: home, planning applications, jobs and employment, waste and recycling

• Most common enquiries:– Benefits payments, arrears, claims progress– Housing repairs, homelessness– Missed bins/recycling, bulky waste– Planning permission and pre-application advice– Pest control, dog control, private sector housing

One District One Council

Customer monitoring

• Benefits –voluntary groups surveyed:– service was fair, equitable and accessible,

some concerns about service to people with mental health issues

• Housing – tenants’ survey: – 92.7% of respondents satisfied with service;– 70% felt views listened to and acted on;– 66% satisfied with how anti-social behaviour

is dealt with

One District One Council

What does this mean for town and parish councils?

• Stronger focus on delivery of frontline services

• Making room to deliver better policies, partnerships and projects

• More responsive local services

• Improving how we communicate

One District One Council

Your views

• We are now working up details

• Roll out during 2014

• We welcome your views on local delivery of services.

• Email [email protected] by 30 November