COMPLIMENTS AND COMPLAINTS
Customers who wish to raise a compliment or a complaint to the Authority can now do this on line and they can complete the form 24/7 at a time that is convenient to them and this can be done from a PC or Smart phone device.
HIGHWAYS ON-LINE CLAIM FORM - A new on-line claims form is now available on our website for customers who wish to make a claim against WSCC for vehicle damage. Customers can complete the form 24/7 at a time that is convenient to them and this can be done from a PC or Smart phone or device.
We constantly work to make it easier for customers to get information and support they need, and we focus on the quality of service at our front door when a customer calls us. Activity in hand include-
- We are working with the Customer Service Centre to understand our customers issues and work closely with services to improve our end-to-end customer.
- Work is underway to ensure our corporate website and subsites meets the new Accessibility criteria by September 2020.
- Right Service Right Place are deploying digital capability that will enable customers to self-serve with the council 24/7.
- To make the information available quickly and easily, at a time convenient to our customers, we have published the frequently asked questions on our website reducing the need to contact us.
HIGHWAYS FOI REQUESTS
To help reduce the need for our customers to ask the same questions multiply times we now publish frequently asked Freedom of Information requests on the WSCC website. Information about claims relating to vehicle damage and potholes are listed in an easy to read format. This enables customers to access the information they need without submitting a request and waiting up to 20 days for a response. When requests are received the Highways teams can direct customers to the information on the website reducing effort.
We have delivered our new Customer Service training to 48 staff over 16 services since its launch in Autumn 2018. Monthly training continues and we are working with Directors to target areas where we receive the most complaints.
Following changes in the eligibility criteria for Blue Badge applications the webpages have been reviewed, providing clear guidance. Additional staff have been deployed to minimise any impact on service levels to customers.
In order to make the information available quickly and easily, at a time convenient to our customers, we have published the frequently asked questions on our website reducing the need for you to contact us.
Quarter 1 - June 2019
Working within the Customer Service Centre to understand our customers ‘ pain points and work closely with services to improve our end to end customer experience.
Moving the Multi Agency Safeguarding Hub calls into the Customer Service Centre has enabled a reduction in hand-offs, connecting our customer to the right person first time.
Quarter 4 - March 2019
When asked whether West Sussex County Council residents found it easy to access information, services and support they need 48% of respondents said they found it easy or very easy and with 26% of respondents finding it neither easy or difficult. These results are the average of two questions asked ‘ overall how easy was it to contact West Sussex County Council’ and ‘ overall how easy was getting what was requested of West Sussex County Council’. Respondents found it easier to contact the council (58%), than to get the help they needed (40%).
To make it easy for our customers we need to remove some of the barriers they face, and provide them with other channels to contact us at a time that is easy to use and convenient to them.
What are we doing to put it right:
We continually work with services to improve their top volume areas, stripping out elements that add no value to customers and staff. We are also deploying and testing new digital capability across 10 customer journeys, this solution will then rollout across the organisation.
When asked whether West Sussex County Council residents are satisfied with the services they receive, the largest proportion of respondents, 46%, agreed with the statements that they were either satisfied or very satisfied. 20% of respondents were neutral being neither satisfied nor dissatisfied and 34% of respondents said they were either dissatisfied or very dissatisfied.
What Matters to You 2018 Results :
The 2018 survey results: https://haveyoursay.westsussex.gov.uk/policy-and-comms/wmty2018/
We asked two questions relating to how easy it was to contact us and then to get the help you needed. Here is a summary of the responses from 931 residents that that contacted West Sussex County Council in the 12 months prior to the survey.
What Matters to You survey
As part of the countywide What Matters to You survey that launched on 16th April 2018, residents are being asked how satisfied they are with the services they receive from West Sussex County Council. The survey runs until 16th July and results will be available in September 2018.
Quarter 3 - January 2018
The Ease of Access survey ran in Dec 17 and Jan 18 and was promoted through social media, Your Voice, The Peoples Panel and in the WSCC e-newsletter. We had 100 responses and the result came back +1% on the baseline established by the What Matters to You survey in 2016.
The next set of results will be from the 2018 What Matters to You survey that runs for 12 weeks from the 30th April.
Data from the 2016 survey provided focus to what needs fixing for example customers find it more difficult to access services when they write to us.