Complaints Presentation to Scrutiny Panel on how Environmental Services has reduced complaints since 2009 Wednesday10 th July 2013

Introductions Neil Greenhalgh – Head of Cleansing and Open Spaces (CBC) Sarah Ritchie – Waste and Resources Manager (CBC)

Refuse Collection & Street Cleaning Pre 2009 two contracts to collect rubbish and maintain clean streets Contract considered costly and not customer focused Input based e.g. clean streets on a frequency Contractor put resources into reasons for failing to deliver service e.g. not presented bins Complaints and customer contact relatively high

Customer Contact

Customer Complaints vs

Turning the Service Around In renewing our contract we wanted to… Change perception and reality Secure a contractor that could deliver quality front-line services Meet the needs of the customer Reduce complaints & Improve customer satisfaction Implement rewards/penalties for performance

Environmental Services Contract Customer focused in its design Evaluation criteria A new approach: KPI’s & LPI’s Lessons learnt - Identify complaints, meet with key stakeholders and learn You said, we did Key partners to manage complaints e.g. CC, Community Champions, Customer Service Centre Develop IT solutions to integrate with CRM

Evidence …

Improving Satisfaction

Complaints vs Compliments

Next Steps Continuous improvement – e.g. s populated directly onto Lagan Target setting Contract extension/renewal Lagan development – Lagan 8 Greater emphasis on internet based contact Best practice Performance monitoring & adjustment

Thank you for listening