Customer Support Services - Service Purpose Overview

Customer Support Services provide a range of professional support to internal council services and externally to customers and communities across Argyll and Bute. These include ICT, Customer Service and Registration, Corporate Communications, Human Resources and Organisational Development. ICT supports the infrastructure and software to enable Council services to communicate and operate in a fast changing, digital environment, ensuring appropriate cyber security for our information assets. The Customer Engagement Team supports operational colleagues by providing first line contact facilities for council customers through a network of customer service points in the main towns, a central customer engagement centre and the council’s web site/Hub. We are moving increasingly online to 24/7 self service. It undertakes statutory registration of births, deaths and marriages. The Corporate Communications Team delivers all proactive and reactive communications, safeguarding and promoting the Council's reputation and informing the public about our services. The team is increasing our online presence and achieving significant increases in online engagement, particularly through social media. The HROD service provides all people management, performance and employment related activities for the Council including Payroll, pensions, contracts. It deals with all employee relations issues, engagement with the Trades Unions and all policy and procedure development. The team provide all training and development, workforce, service and corporate planning as well as supporting best value and continuous improvement.

Customer Support Services Service Plan 2020-2023

Key Information – Customer Support Services

The annual 2020-21 budget for Customer Support Services is £8,402,214

Customer Support Services has a staffing figure for 176 FTE (Full Time Equivalent)

Key Documents

Further information and documents that support the key aims of service delivery for Customer Support Services can be found by clicking on the following links –

1. Council Annual Report 

2. Customer Service Charter

3. Best Value in Procurement

4. Procurement Strategy

5. DWP Housing Benefit - speed of processing data

Annual Performance Reviews

The Annual Performance Review is the mechanism used by the service to review the previous year’s key successes and challenges, the key improvements to meet the challenges are also identified here.

You can view the Annual Performance Review for Customer Support Services here.