Minutes:
• The average wait time on the phones is now reduced to 3mins.
• Residents made the following points which councillors will follow up:
- The phone message tells people that they should go online but the online system is not working well
- it often sends people in circles.
- booking children’s sports courses is fraught with problems,
- Amelia keeps sending people to pest control and is hard to understand.
The Assistant Director of ICT
has responded:
“I note the points raised by Cllr. Barry in relation to the
digital platform, all of which I recognise, with the exception of
the reference to Amelia. I believe this issue relates to the
Customer Gateway team’s web chat service which
(the Assistant Director of Customer
Services, Communications and Change) may be able to respond
to.“Over the past several weeks and, with agreement from
senior management, through to the end of the year, we are
delivering several remedial actions and system enhancements, aimed
at improving the customer experience through the
website.
“These include some key initiatives to fix the “going-around-in-circles” experience of some users. This is in part down to the requirement to create an Enfield Connected account before being able to transact on many pages. It is also in part due to having an old Enfield website alongside the new one. Other reasons include a number of similar looking pages (for example Council Tax) which can confuse users.Officers have identified a number of activities on-going to address the bulk of the issues by the end of the year including:
1. Removing the old website
2. Replacing the search engine with a Google Search engine
3. Updating the home page to make finding tasks easier, more linear (no more than three clicks wherever possible), and obvious to anyone.
4. Removing the requirement to create an Enfield Connected account BEFORE carrying out the request or transaction. This will help deliver “On Behalf Of” functionality with staff helping residents do things on-line.
5. Sensibly tidying up the number of email addresses showing on the website which allow residents, businesses and visitors to by-pass the online system altogether and just send an email.
6. Making the feedback and complaints pages easier to access, but more intelligent in terms of trying to convert complaints into requests, if this is what the person raising the matter actually wants to do.
7. Improving the amount and quality of support to front line staff on what Enfield Connected and the website in general can do (and can’t do). This will be done in collaboration with the Customer Gateway team.
“Sometime in October we will be proposing setting up a Member, Officer, and Resident group of interested parties to help test and feedback on the changes proposed, particularly in relation to the design and layout of information, to make sure we take on board users suggestions, get s a steer from Members and Officers, and build something that we collectively agree is better for residents, businesses and visitors. If our proposal is agreed, we will contact you to invite your input.
“On the
particular matter of the Children’s Sports Courses booking
service, if you could provide specific details or a contact with
whom we can speak, that would be really helpful, thank
you.”
If the residents who mentioned problems with Amelia and the Sports
course booking could contact a councillor we can follow this up.
DB