Decision details

Customer Services - Corporate Call Centre

Decision Maker: Cabinet Member for Finance, Innovation and Property

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: Yes


(Report of Director of Central Services and Deputy Chief Executive)


Following the success of a pilot model, the report set out proposals for the establishment of a corporate call centre.  These proposals would facilitate delivery of the Borough Council’s digital strategy and reflected the ‘One Council’ theme.


Prior to the implementation of any call centre model there would be further work on understanding customer requirements, structuring and assigning resources within the Customer Service team and identifying and clarifying potential efficiency savings for each service area.


Following consideration by the Finance, Innovation and Property Advisory Board, the Cabinet Member for Finance, Innovation and Property resolved that:


(1)             the corporate call centre model be adopted in principle, subject to Management Team continuing to work towards ensuring that any costs were paid for through efficiency savings within the Council.




Publication date: 17/09/2021

Date of decision: 15/09/2021

Decided at meeting: 15/09/2021 - Finance, Innovation and Property Advisory Board

Effective from: 25/09/2021

Accompanying Documents: