Please be advised there is currently an ongoing issue with accessing Pay360 via the phone line and this has been reported to their engineers for investigation.

Once there is an update available we will edit this post, in the meantime please ask customers taking payments to call back tomorrow.

RESOLVED: This issue has now been fixed by the Pay360 engineers and payments can resume as normal. Any issues please pass via your Senior.

In order to try to try to change the narrative for customers calling one of the service lines answered by the CC e.g. Roads, Ctax etc. some of the call recording wording has been rerecorded. Please note that the following is only a small section of the messaging that’s been or will be changed by the end of this week. However, I can assure you that the areas still to be changed will be placed on a review list for rerecording as we move through this year.

Welcome message updated at 16:00 on 27/02/2024:
• From “Welcome to Moray Council, please note that your call may be recorded for training and monitoring purposes. Are you aware that information and online services can also be found on our website at www.moray.gov.uk”
• To “Welcome to Moray Council, please note that your call may be recorded for training and monitoring purposes. Are you aware that information and online services can also be found on the Councils website.”

Note I appreciate that some customers will ignore the wording and continue to think they’ve called one of the service lines e.g. Waste so where appropriate, please feel free to politely ensure the customer is aware that you’re a frontline Customer Service member of staff doing the best you can to support their request.

Switchboard messaging to be updated by the end of the week beginning 26/02/2024:
• All messages are to be updated (by Caroline) introduce the wording that customers once they’ve selected the appropriate option number will be “redirected to the Customer Services Support Line for ……. e.g. Waste, Council Tax, Housing & Properties etc. Hopefully this will also help to highlight the fact that they are speaking to Customer Service staff rather than specific service staff.

Default call time limit:
• Current average abandoned times suggest this should be changed from 10 to 15 minutes. However, I will be looking to discuss with Andy the potential for increasing this to 20 minutes.
• Changes to the default waiting times can only be made by ICT, hopefully I’ll have Andy’s approval (regardless of what it’s to be changed to) by the end of this week so that I can raise a change request to ICT.
• Once a timeframe for change has been confirmed by ICT, I will add a new post to the General News page.

Advisor Support:
• Please remember that no matter how busy I am I will always be able to make time for you if and when you need me. I can’t promise that I can fix your worries but sometimes just knowing that you’ve been heard can be enough.
• Sometimes in life we all could be done with a little bit of additional support so here’s a link to the Council’s wellbeing pages Wellbeing - interchange that can be used by staff as well as our families and friends.

Kindest regards
Donna / CS Team Leader

As of Friday the 1st of March, the new log out time for CC Advisors will change from 17:02 to 17:00 Monday to Friday (unless you are on live call or wrapping a call) regardless of the number of calls in a queue e.g. master or one of the services.

Before taking this decision, senior Advisors carried out a survey of live calls waiting in queues at 17:00 from the 1st to the 22nd of February to allow me to consider how this change may impact customers.

As a result of the number of calls that would have been affected by this change over this time, I have discussed this change with Andy and we are happy to proceed with the changes above. However, I will keep this decision under review and update Advisors/Seniors should this change in the future.

If anyone has any questions or concerns please Email me directly.

Kindest regards
Donna / CS Team Leader

Please be made aware that the server hosting the Arc GIS Mapping software needs some essential maintenance. ICT have confirmed that the Server team will start the work at noon (Tuesday, 20th), when the server will be taken down and maps will not be available. He should be complete by 14:00 and will confirm once the new environment is up and running.

Please be advised that the ccdava password has been updated, please see details below: Password: ccdava2024feb

Following today’s short notice request from the Taxation Manager (James Taylor) advising staff in Customer Services, Taxation, Benefit’s & Awards to log out of the Open Revenues (OR) system at 15:30 this caught out a number of staff across these services who were still logged on and couldn’t log out.

I appreciate that the most obvious thing in this instance would be for the Taxation team to terminate the session for the affected member of staff which was something I raised to James. However, this isn’t an option, I’ll spare you the lengthy reason.

As a result, with immediate effect all staff using the OR are required to log out of it when not at their workstations (home or office).

Kindest regards

Donna / CS Team Leader

We are aware of an issue with the network at the moment that has left multiple applications down. This is being investigated by ICT as a matter of priority and we will provide an update to this post as soon as one is available.

Update: Please be advised Lagan is now available and you are able to resume calls as normal. For the time being SharePoint and Outlook are still down.

Resolved Update: All applications should now be working. If any issues persist please pass via your Senior in the first instance.