Hull in print : Feature

He's the man in charge of 14,500 employees and the person responsible for the everyday services which affect our lives, including schools, housing, roads and waste collections.
His typical day might consist of a string of high-pressure meetings or travelling across the country to speak at conferences or meet with Government ministers.
But, on this occasion, the chief executive of Hull City Council, Kim Ryley, gave up his usual day job to work a shift at the frontline of council services – on the counter of the George Street Customer Service Centre (CSC).
The city's nine CSCs are places where the public can access more than 130 different services, from applying for a bus pass, to requesting a council house repair, to reporting an abandoned car.
And in his first hour alone, Mr Ryley learned how temporary homelessness and problems with housing benefits are sorted out quickly and calmly.
"These are the things that make a difference to people's lives on an immediate basis," he said.
"And it's down to the ability of our staff that, often, they can provide instant solutions and wrap all the issues up in one go.
"Even when that isn't possible, people are being referred immediately on for more in-depth support and our system tracks that they are getting what they need without delays."

From the top down

After a health and safety induction assistant chief executive David Gibson was operating a gully cleaning machine

Mr Ryley was one of more than a dozen senior staff at Hull City Council who went 'back to the floor'at CSCs across the city during National Customer Service Week.
Other bosses taking part included assistant chief executive David Gibson, who undertook a variety of jobs on different days, including working in the library at Ings CSC, learning how to use a gully cleaning machine, and working as a park ranger.
Meanwhile, the council's head of strategy and partnership development, Dawn Roberts, worked on the front desk at Calvert Lane CSC, and Andy Brown, head of citizen engagement, visited most of the CSCs during the week.
"These visits by senior managers were not to seek personal publicity, but to help draw attention to the value of the work carried out for local people by our frontline staff," added Mr Ryley.
"It's about keeping in touch with the everyday problems people face, and also about understanding how our staff can do more to make life easier for the public.
"We also want to let people know the service is here – and for those who want to see a friendly face, they can come and talk to us at the customer service centre.
"Residents can also contact us through the 300300 call centre or via the internet." Throughout the week, CSC customers were asked their views on how council services could be improved – and at the same time were given the chance of winning a 32" HD-ready flat screen television (donated by a local firm) by filling out questionnaires to be entered into a prize draw.
Hull City Council was just one of hundreds of public sector organisations and private companies across the country which took part in National Customer Service Week, organised by the Institute of Customer Service.
"The week was an ideal opportunity for us to find out what our customers think and demonstrate that customer service is a priority from the top of Hull City Council down," said Cllr Abigail Walker, portfolio holder for customer services, who put in a shift at Holderness Road CSC.

More about CSCs

The council's nine CSCs are open on weekdays and Saturday mornings.
They are places where you can:

use the internet for free
apply for a place at a school for your child, or for free school meals
report pot holes, graffiti, vandalism and faulty street lights
apply for council tax discount apply for a library card and search for books
pick up and get help with filling in council forms
give Hull City Council feedback on its services
pay bills, council housing rent, parking fines, and KC telephone bills (cash kiosks are now available in a number of CSCs providing convenient payment facilities)

What do you think?

Harry Darsley (60), East Hull:
"I think Mr Ryley's quite a pleasant bloke.
He just asked me if I'd used the service before and if I was all right.
It's reassuring for people that he's come here today."

Debra Taylor (43), Marfleet Lane.
"We use customer service centres quite a bit and I think staff are friendly and helpful.
We also use the call centre.
I think staff there are good at explaining to you what's going on."

Solomon Dirikwe (34), west Hull:
"The fact that Mr Ryley has come here today gives customers and staff more confidence in him and in the council as a whole."

info

See page 3 for details on other ways to contact Hull City Council, as well as opening times for CSCs.


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