We listened, we acted content Here are some examples of changes we have made to Council services in the past year after listening to our customers and service users: Service users influencing policy Through the work of the Young Persons Participation Group and the Care Leavers Group, a number of changes have been made to services for looked after young people. These include aligning the payments received at Christmas and birthdays by young people in children’s houses to the same rates paid in foster care. Dundee’s Climate Change Action Plan was the culmination of a year’s worth of collaborative work recognising that a concerted city-wide effort is required, with many organisations contributing to the research, workshops and action planning. The Dundee Action Plan for Change in response to drug deaths was informed by the input of people with lived experience. Over 2,500 responses were received during the annual rent consultation following comprehensive door canvassing. Following feedback from tenants and DFTA, a summary is now issued to tenants with rent bills detailing how the housing budget is spent. Following discussions with DFTA, a solution was found to eliminate the shower charge without putting up other tenants’ rents to do so. In response to complaints about odour from Riverside Composting Facility, waste services developed an odour management plan. Changes were made to arrangements for ‘bring to’ glass recycling points following feedback from residents, including relocation of some bins or replacement with less noisy alternatives. Streamlining and modernising services Business Gateway used feedback and evaluations to improve the way they deal with calls and drop-in enquiries and to broaden the range of workshops. Driven by customer demand, 79% of all building warrant applications are now being processed electronically, up 10% on the previous year, while the service has acquired mobile devices to maximise the benefits of digital working. A new process was developed to deal with bin/recycling queries, enhancing the customer journey. A new trade waste database was developed to improve the management of the service which provides for recycling of commercial waste, paper and glass from private businesses. An ‘electronic handover’ was introduced to switch warden call systems to the Social Care Response Service at the end of shifts, removing the need for individuals to call in and block the switchboard with calls. Involving people in service delivery The Young Person’s Participation Group was involved in the recruitment and selection process for Children’s Panel members, while young people have also been involved in interviews for residential staff and staff in the fostering team. At the request of local architects, Building Standards held workshops on challenges in the building standards system, exemplar building warrant submissions and changes to building regulations. Following a survey of members of the Trusted Trader Scheme, significant efforts have been made to market the scheme through social media, including advertising on a new Facebook page. Meeting the needs of particular groups A Guaranteed Job Interview Scheme has been introduced for applicants up to age 29 who are, or have been, in care with the Council and meet the essential criteria for a job. A dedicated Health and Wellbeing Worker has been appointed to the Throughcare and Aftercare Team, which has already led to initiatives on food, sanitary products, contraception and signposting to mental health services. Further supported housing provision has been made for care leavers, including dedicated support from Action for Children in Arthurstone Terrace and development of 5 one bed flats in Rosefield Street supporting Care Leavers to move on in a graduated and supported way. A dedicated community space is being developed for kinship carers. Reception staff at Dundee House now use a table which connects to ContactScotlandBSL to better serve deaf customers who use BSL. Dundee House has also introduced ’Welcome by Neatebox’ which allows customers with specific accessibility requirements to notify these in advance of a visit. White Top Centre has continued to develop a range of methods to ascertain the views of service users with profound and multiple learning disabilities who do not communicate in traditional ways. This has included increasing use of switch technology, Makaton and object signifiers. Drop-in sessions have been organised for tenants at Adamson and Elders Court who were experiencing isolation and finding it difficult to contact relevant agencies for assistance. Services available include health checks and advice, referral to foodbanks, support for those recovering from drug or alcohol issues, home safety and housing advice. A revamped newsletter for sheltered housing tenants includes more standardised information and allows services to be highlighted and good news publicised. • A new weekly drop-in was established for people recovering from addictions. Improved Co-ordination Lead Professional Model being implemented to provide a more joined-up service to homeless people. Housing and Communities services brought together to enhance joint working in neighbourhoods Follow-up action to emergency repairs reviewed, to ensure that further work required is logged and done in a reasonable timescale. ABC (all bus companies) integrated travel ticket introduced. Improved Communication Simplified paperwork given to residents about External Wall Insulation, including pictures, examples of work and explanation of jargon. Frequently Asked Questions leaflet produced on External Cyclical Maintenance, reducing need for customers to phone for clarification. Home School Communication Group established to ensure communication from Kingspark meets the needs of parents/carers. Website with Twitter feed introduced by Tayside Procurement Consortium to give businesses more information on contract opportunities. Information provided by Protecting People in other languages on who to contact if concerned about people at risk of harm or neglect. Home Care systems designed to alert organisers if carer has not visited service user at the time expected. Improved Design of Services Parentpay deployed, letting parents pay online for school meals and trips. New queue management system introduced at Dundee House and East and West District offices. New behaviour management system being developed to support pupils with complex needs. Social 'drop-in shop' introduced at Craigie House to replace trolley. Mackinnon Centre now has wi-fi throughout and brochures in bedrooms giving details of services and the surrounding area. Women-only swimming and gym sessions now available at Lochee. Emergency repairs re-categorised to improve efficiency and ensure real emergencies are tackled faster. First phase of new recycling arrangements implemented, with lessons learned to smooth remaining roll-out. Notes screen developed on Home Care system so alternative carers covering for regulars have information about service users' needs, preferences and routines. Improved Accessibility of Services Housing Options service now runs surgeries and outreach appointments. Learners of 'English for Speakers of Other Languages' can now access more hours of learning per week through a variety of modes. Young people can now apply for NEC cards, update their details and request replacement cards online. Customers can now report changes of circumstances affecting Housing Benefit over the phone, avoiding the need to come into offices. Improved Training All Customer Services employees have taken part in World Host training. Community Living staff have received specialist training to support individuals with complex needs and challenging behaviours. Improved Engagement with Customers Carers Charter being developed with carers, to ensure they have the support and information they need. Users and local management groups have been involved in the design of new community centres in Menzieshill and Hilltown. Increased opportunities for parents to discuss nursery pupils' learning and progress. People with lived experience of mental health issues being recruited as peer supporters and educators. Respite arrangements for people with mental health issues and their carers now give them more choice and control. We are always keen to hear and act on your views on Council services, so please give us your views by completing our feedback form tell the member of staff dealing with your query what you think - and what would have made your experience as a customer better.