Complaints

Presentation to Scrutiny Panel

on how Environmental Services has reduced complaints since 2009

Wednesday10th 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 ContactTotal Number of calls

2000

3000

4000

5000

6000

7000

8000

9000

10000New ES Contract with Serco

introduction of recycling bins

Customer Complaints2005-2009 vs 2009-13

No. of complaints 2005 - 2009

88

122 123

157

0

20

40

60

80

100

120

140

160

180

2005/06 2006/07 2007/08 2008/09

No. of complaints 2009 - 2013

129

65

26

73

0

20

40

60

80

100

120

140

2009/10 2010/11 2011/12 2012/13

Turning the Service AroundIn 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

Number of complaints year on year..

129123

88

122

157

26

65

73

0

20

40

60

80

100

120

140

160

180

No. of complaints

Linear (No. of complaints)

Evidence …

Proportion of complaints related to ES

0.61%

10.93%

15.24%

25.57%

23.54%27.67%

29.29%30.96%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

Overall percentage %

Linear (Overall percentage%)

Evidence …

Collections per complaint

55,58048,208

27,69428,790

39,913

22,37228,556

140,006

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

2005/06 2006/07 2007/08 2008/09 2009/10 2010/11 2011/12 2012/13

Evidence …

Improving Satisfaction

Customer Satisfaction Levels

90.93%92.67%

94.45%

96.00%

78.60%78.13%

76.88%76.25%

60.00%

70.00%

80.00%

90.00%

100.00%

2010/11 2011/12 2012/13 2013/14

KPI 7

KPI 8

Linear(KPI 7)Linear(KPI 8)

Complaints vs ComplimentsComplaints vs Compliments

6558

100

73

0

20

40

60

80

100

120

2011/12 2012/13

Complaints

Compliments

Next Steps

• Continuous improvement – e.g. emails 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

cleaner.greener@charnwood.gov.uk01509 634563