Issue - meetings

Report of the Director of Customer and Advice Services. 

That the changes outlined in the report be noted.

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

The Councils Digital Strategy aimed to help residents/customers with digital access to services and information.  Significant progress continued with the digital agenda and work was underway to promote digital inclusion for customers to access services online.

Changes to services would be made aimed at speeding up digital access and digital inclusion which otherwise would require an increase in resources.  The changes were in line with the aims and objectives of the council in adopting a ‘digital first’ approach helping to improve services, achieve further efficiencies and improvements in both business and management information.

Members noted that the Councils customer service centre would continue to support in person access to services and through its digital access points.

In response to a query it was noted that savings based on staffing resources were not cashable, at this stage, but intended to be used to enhance both single front office and planning services to the customer throughout the changes.

Members noted that Universal Credit would be launched the following week, which would be resource intensive for staff. 

Decision: That the changes outlined in the report be noted.

Reasons for recommendation(s)

Changes to how customers access services are necessary:

a.    The changes improve access to services for customers whilst promoting digital access.

b.    There has been an increase in customer contact over the last 18 months due to a number of initiatives and external changes:

There has been a high demand for waste collection services such as the free waste electrical and electronic equipment and recycling waste container service

There have also been external factors such as the welfare reform changes, including the Council Tax Support Scheme and the expansion of Buckshaw Village that have led to an increase in the demand for services and information from the council

c.    Balancing resources without compromising services is at the forefront of these change proposals.

Alternative options considered and rejected

No viable alternative options have been identified at this stage.