Finance and Resources
Contains 2 resources
Files
- Report
- published by Nottingham City Council on 01/04/2024
Description
The Customer Services Hub delivers support for the organisation through a corporate contact centre including the Leisure and complaints functions. Service redesign and the use of digital tools has already delivered 80% channel shift (telephony contact converted to digital contact). This proposal reduces transactional contact to an online service. Most telephony contact into the Customer Hub is service requests or reporting an issue. All of these services are available online. Any contact requests where no digital process exists would be routed directly to services although most customer contact is now managed by Customer Services. All voice contact would be managed by a ‘virtual assistant’ using links to digital processes or voice recognition where appropriate. This proposal does not take away telephone contact for residents of Nottingham City. It affects transactional reporting processes only.
- Report
- published by Nottingham City Council on 01/04/2024
Description
This proposal under the Duties & Powers Review is to cease the Welfare Rights Service. This service is not statutory and the spend is therefore discretionary. The service is currently subject to a £496000 MTFP saving and this proposal is in respect of the remaining budget of £392000. This proposal ceases delivery of internal benefits and welfare advice and support for Nottingham residents. Provision for Nottingham City Council’s Housing residents remains and external advice is available through a number of initiatives and services.