Issue - meetings

The Committee received a presentation from the Customer Strategy and Services Manager regarding updates to the Telephone and Screen Recording Procedure and Policy. It was explained that the council’s Telephone Call Recording procedure and policy had been in place since 2009, with updates occurring when Contact Centre software changes were introduced and applied, or for legislation and compliance requirements. Due to improvements in Contact Centre technology, part of the standard software package was that the platform recorded both telephone calls and officer screen activity whilst handling a customer telephone call.

Members heard that following the recent installation of the new Contact Centre technology to the Genesys CX Platform, it was appropriate to review and update the Telephone Call Recording procedure and policy, to also include screen recording and to update any legislative changes. The software allowed for officer screen recordings to take place, which was optional and controlled by the council, while telephone call recording was mandatory and already in use. It was noted there had been a request from the Joint Staff Consultative Committee relating to wording regarding the retention of screen recordings, and this amendment would be made according to delegated authority as a housekeeping amendment.

Members of the Committee thanked Officers for their diligence and also extended thanks to the Joint Staff Consultative Committee for their thorough appraisal of the updated policy. Thanks were also recorded for the Customer Strategy and Services Manager and her team for their work, both on the updated policy and on a day-to-day basis.

With stated confidence in the work of the Joint Staff Consultative Committee, the written recommendations were duly proposed, seconded and voted upon, and it was unanimously

            RESOLVED that

a)    the recommendation from JSCC be accepted and the updated Telephone Call and Screen Recording Policy and appendices within the report be approved, to provide the right guidance to employees and customers regarding this matter; and

b)    any future minor housekeeping amendments be delegated to the Director of Change, ICT and Regulatory Services in consultation with the Chairs of the Joint Staff Consultative and Corporate Policy and Resources Committees.