Who is in the Call Centre aka Customer Services Organisation (CSO)

Our office has been contacted again that that decisions are being made as to who is the Call Centre. I can report that we have not had any more new details on this project. There have been some broad proposals in the past but no details. I did expect to be able to brief members earlier this month as I understood there was deadline for proposals on 3 October. However the scheduled meeting with UNISON had to be postponed.

Therefore I am unable to respond to the latest rumour that Revs & Bens are to be transferred to the Call Centre.

Barnet UNISON comment

I have passed on my concern to the project lead today that there are rumours that there is a proposal for the Revs & Bens to be transferred to the Call Centre along with Social Care Direct. I am still waiting for a response to the concerns I raised.

UNISON has always maintained that the Call Centre model is an outdated concept which has been rejected by the private sector. It is also at odds with LEAN approach to services something the Council has been promoting across a range of council services.