7.
The Committee noted that a question had been submitted by Mrs Nicola Belcher, Parent Representative.
To ask the Committee to consider changes to the Active Schools booking system.
On the last two occasions, the Active Schools booking system has opened on close of business or later on a Friday. If there are any issues with booking, particularly for parents and carers in the Buckie ASG, Council staff have been unavailable until Monday to resolve these. Parents/Carers then have to submit their enquiry to the team in the form of an email and by the time the issue is resolved, there are no spaces left.
On the most recent occasion, the council’s social media and booking instructions email stated that it would be live from 6pm to book, however, it went live at least 15/20 minutes early. This meant that people who logged on at 6pm found that some classes were full or only had 1 or 2 spaces.
Would it be possible to allow people to phone Council staff to sort out booking issues or open the booking through the week so that parents/carers can get a response more quickly? It would also be helpful if there was the ability to link family accounts to save signing in/out again for each child.
Lastly, when there are waiting lists of 10+ children for specific activities, is it possible to expand the number of times the popular activities are on offer?
The programme is excellent and my own children attend/have attended many of the courses available and enjoy them thoroughly. I really value the opportunity the team are able to offer our children so it would be better if it was fair for everyone. When so much work has been put into FitLife sign-ups it would be a shame for there to be continuous issues with the booking process as this may put some families off.
RESPONSE
The service thanks Mrs Belcher for her question and is grateful for her positive comments about the quality of the courses provided and the suggestions made.
This term the process for opening the booking system began at 6pm on Friday 16 August and finished approximately 20 minutes later. The number of places taken on courses is currently 746 out of a total of 1082. There are 71 people on the waiting list for the most popular courses.
A range of actions were taken following the first launch in January when booking queries totalled 400. The main issues for customers were unfamiliarity with the online process, forgotten passwords, parents booking themselves on rather than their children and the system not recognising MLC members. To address these issues an email was sent to all customers in advance of the bookings going live to advise them of the information they would require and to provide a step by step explanation of the process. The step by step guide was also on the front page of the system. As a result of these actions and due to customers being more familiar with the process queries for this term have reduced to 60.
The service recognises that further improvements can be made and we will review the process next month to identify and consider any changes. One of the changes introduced for this term was the Friday opening as we had received complaints that for people in work mid-week openings meant that courses were sometimes fully booked by the time they got home. An alternative might be to open bookings midweek at 6pm which could address both their needs and the issues raised by Mrs Belcher.
Unfortunately staff resources dictate that we are unable to deal with telephone enquiries. In addition dealing with email enquiries enables the team to ensure that all enquiries are dealt with in strict chronological order.
Unfortunately the software we use requires separate bookings for individual children. In terms of putting on additional courses where waiting lists exceed 10 people we always consider doing this. Organising these however depends upon the availability of coaches and facilities.
Mrs Belcher acknowledged the response but said it did not answer her question regarding the early opening of the booking system before 6pm. She further asked whether the age limit on less popular classes could be lowered to help fill them.
In response the Education Resources Manager confirmed that he had spoken to his team and they had confirmed that the booking system process started at 6pm however, if Mrs Belcher’s experience was different he would check again.
He further added that Mrs Belcher had raised some good suggestions for improving the Active Schools service and was happy to discuss these further following the meeting and pass them onto the Active Schools Team.