Issue - meetings

The Committee considered a report that provided an update on Member Enquiries handling performance, across all the Council services. 

Members expressed concern that the members / MP Enquiries Quarter 1 data presented was not an accurate reflection as often members approach officers directly, therefore by-passing the CRM process.  It was requested that officers be reminded to log all enquiries onto the complaints system.  Issues with CRM system had been identified and would be investigated and an officer would attend the next meeting to respond to technical questions in relation to the system.

Further concern was expressed that members were not predominantly making enquiries via the online form and highlighted some difficulties experienced when registering certain issues via the portal. 

The Committee noted the Member Enquiries Statistics for Quarter 2 (July – September 2017).