Decision details

The confidential report of the Director of Customer and Advice Services was presented by the Executive Member (Customer and Advice Services), Councillor Graham Dunn.

The report provided an update on progress made in the implementation of the Single Front Office (SFO) and proposed changes based on experience from the first year of operational delivery.

Decision:

1.  Approval granted that the following changes report be noted:

a.    To continue with supporting and developing staff in generic skills, enable them to retain and/or develop one area of specialism plus one other service in line with service needs outlined in Appendix A.

b.    Calls to be routed to staff within the SFO with appropriate skills to complete the service request at the first point of contact.

2.  Approval granted to develop three further opportunities for staff to train in Council Tax and Housing Benefits.

3.  Approval granted to create three apprenticeship posts in support roles for a fixed term period of two years.

Reasons for recommendation(s)

To re-align the SFO implementation programme based on operational experience and knowledge gained in the first year.

Alternative option(s) considered and rejected

Following the original plan to train all staff to be fully generic in every service area. Operational experience, feedback from staff and knowledge gained during the first year of the SFO project has shown that this option is not the most effective.