Decision details
Decision Maker: Chief Executive
Decision status: Recommendations Approved
Is Key decision?: No
Is subject to call in?: No
Purpose:
The Customer Support Team acts as the first
point of contact for customer enquiries relating to Revenues and
Benefits, Environmental and some Housing functions. These enquiries
are primarily received over the phone but also come in via email
and on line forms as well as face to face at the Reception in our
Pier Avenue offices.
Later this month, the Revenues and Benefits team will be sending
Council Tax bills to most domestic properties in the district and
this creates a significant increase in the calls being handled by
the team. In 2022, this equated to a 29% increase in calls being
handled in March compared with those in February.
Call statistics show that, even without this anticipated spike in
calls, the trend in phone contact is increasing year on year with
8% more calls being handled by the team in January 2023 compared
with January 2022.
It is therefore proposed that the services of g2 are procured to
provide two agency resources for a temporary period to assist the
team and ensure continued service delivery. g2 is a recruitment
agency that has nearly two decades experience of working with the
public sector.
Decision:
To procure the services of G2, via and
exemption from procurement rules, to provide two agency staff for a
period of 12 weeks.
Alternative options considered:
Option 1 - As above
Option 2 - Not to procure additional temporary staffing
resources
Publication date: 13/03/2023
Date of decision: 09/03/2023