***I have now posted the failed files for Saturday 28th and I am still awaiting info about the potential missing allpay files***

Just to let you know there has been an issue with Saturday’s income posting which I have raised with ICT hopefully this will be an easy fix and I will let you know once this has been resolved however I have also identified that we haven’t received any allpay files for 29th & 30th September just touchtone payments which I have asked to be investigated.

Please be mindful that balances being provided may be incorrect if a payment has been made in the last few days.

CC Advisors, as some of you will be aware, when you run through certain scripts, Lagan cases are raised which you’re required to close as part of the script. In addition to this there might be times when an Advisor raises a case accidentally.

In the event, an Advisor accidentally forgets to close one of these cases, it causes quite a bit of work to resolve, see below:
 

1. Support Team receive a Lagan alert
2. Support Team investigate the case/customer history to identify the issue
3. Support Team log the case & issue on their Operational Support Log (used to keep a trace of all cases/calls/emails that are highlighted back to the Support Team by Services).
4. Support Team send an email to the senior mailbox asking the senior, to arrange for Advisor to close the case
5. Senior passes email to Advisor for Advisor to close case (sometimes the senior will close without passing to Advisor)
6. Advisor closes case
7. Advisor emails senior mailbox to confirm case closed
8. Senior emails the Support team back to confirm case closed
9. Support Team log outcome as Advisor error
10. Details will appear on monthly Advisor error report sent to senior mailbox and Team Leader
 

As you can see from above, this is quite a lengthy process (approx. 15-30mins per case) with lots of people involved and with limited resources we need to consider how this process can be streamlined. I have therefore arranged for the Support Team to trial the following changes between 30/09/2024 and the end of 2024:

1. Support Team receive a Lagan alert
2. Support Team investigate the case/customer history to identify the issue
3. Support Team log the case on their Operational Support Log as Advisor
4. Support Team close the case
5. Support Team log outcome as Advisor error
6. On receipt of monthly Advisor error report, where there are any cases like this the senior will contact the Advisor to discuss
 

The aim of this trail is, to reduce the number of cases being accidentally left open (trial process would see the handling time cut to approx. 5-10mins per case) therefore freeing up the Support Team to work on the things that would benefit us e.g. making improvements to scripts/processes.

As always, thank you in advance of your support, if anyone has any questions, please email the senior mailbox.

Kindest regards
Donna / Customer Service Team Leader

Following on from last week’s telephony issues, a temporary resolution was put in place to fix the issues being experienced.

ICT have now scheduled works to resolve this issue, which will take place from 17:15 on 26/09/2024.

Whilst it’s anticipated that the fix will work fully, in the event there are issues on Friday morning, all CC & Reception staff should be aware of the following:

• All telephony/Lagan issues to be reported to the senior mailbox with appropriate screenshots
• Shutdown/Restart NOT REQUIRED unless advised by senior or me
• Teams Daily Update message will be kept updated my senior or myself
• Public Use phones at Reception to remain out of service until advised otherwise on the Teams Daily Update message
• Public Use phones at Libraries as most Libraries do not open till 10:00, they will only be contacted if there are issues after this time.

Kindest regards
Donna / CS Team Leader

PAY360 is now up and running, Any issues please report to your Senior

Please note PAY360 is currently down. This is being investigated

Following my earlier news item “23/08/2024 - CC log off time and Real Time Reports” ICT have confirmed that access via the User ID / Password “Reporter” has now been removed.

As this logon was also used for the large wall mounted monitor in the CC, this will no longer be available so the screen will remain out of use.

Myself & the senior, still have our own individual access (as do the Support Team) so we’ll still be able to provide support to CC Advisors/call queues where appropriate.

Kindest regards
Donna / Customer Service team Leader

Please see the post below which appeared on the Council’s social media channels 17/09/2024:

Please note that I do not anticipate that Reception staff will have any involvement in assisting Registrars customers other than asking them to take a seat and waiting for the member of staff who will be out to greet them. Registration staff currently do all of their own admin and as they are Moray Council staff, they will have access to book interview rooms using the Outlook calendars.

Kindest regards
Donna / Customer Service Team Leader

In light of the following staffing changes for the CC:

• Part-time vacancy available following return from maternity leave
• Part-time vacancy available at the end of the year following retirement

Permission has been granted by HR for these part-time vacancies to be combined into one full-time permanent CC Advisor post.

I will now be working with HR to advertise the new vacancy and hope to complete recruitment for a new Advisor to join the CC from 06/01/2025.

Donna / Customer Service team Leader

Customers are calling after being leafleted by companies (All Seasons Energy & Eco Floor Funding) with reference to funding for insulation. Trading Standards have been notified and they should not be operating in the area.

If you received any calls regarding this, please advise the caller to ignore

Following the issue raised to ICT earlier this year, re-automated reply, emails not being sent to customers from a number of Lagan, mailboxes. I am pleased to confirm this has now been resolved for all but one of the Lagan mailboxes. ICT are still working on the roadspermits mailbox to see if a resolution can be found for it.

In the meantime, please see wording below of the automated responses that are sent to customers when their email hits the Lagan servers:

• All emails APART from Waste & Roads Permits:
 

Thank you for emailing the Moray Council.

If you have e-mailed us recently, we are working through a larger than normal volume of enquiries and are trying to ensure that those that need our help and support most are given priority. Please be patient and our Customer Service colleagues will be in touch as soon as they can.

If you feel your enquiry is an emergency and is out with normal working hours (Mon-Fri 0845-17:00) please contact the out of hours number on 03457565656.

• Waste emails - remember there’s no automated reply for roads permits
Thank you for emailing the Moray Council.

If you have e-mailed us recently, we are working through a larger than normal volume of enquiries and are trying to ensure that those that need our help and support most are given priority. Please be patient and our Customer Service colleagues will be in touch as soon as they can.

If you feel your enquiry is an emergency and is out with normal working hours (Mon-Fri 0845-17:00) please contact the out of hours number on 03457565656.

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