Agenda item

To consider the report of the Director of Customers and Community (copy enclosed).

The Committee considered the report of the Director of Customers and Community, the purpose of which was to review the Council’s approach to internal and external communications making recommendations to the appropriate service committee or Council as required.  The Council was currently performing well as measured against other Local Authorities within this area.

The Public Relations Manager presented information and background on the Council’s website and highlighted Appendix One to the report which detailed the following:

·                    an overview of the website;

·                    customers’ strategy;

·                    telephony;

·                    proposed unified communication system;

·                    email upgrade;

·                    digital strategy.

In response to a comment, the Public Relations Manager advised that he would work with Planning Officers to try to improve the online system so that it was easier for customers to use.

The Group Manager: Customers highlighted the key aims of the customer strategy as set out in Appendix One to the report and stressed that one of the key aims was that the quality of service delivered had a greater focusthan just  speed of service.  Another key aim was resolution at the first point of contact. 

The Group Manager: Customers informed the Committee:

·                    that monthly drop-in  multi agency partnership sessions would be introduced from April 2018 for customers who had multiple issues to be dealt with;

·                    service reviews were being undertaken with an emphasis on how customers access services;

·                    it was more cost-effective to deal with issues over the website than face-to-face;

·                    the telephone system was no longer fit for purpose;

·                    Council had agreed to adopt core values relating to staff behaviour and values which were being embedded  across the organisation

The Director of Resources advised that a better telephone system was essential and, in response to a question, confirmed that an analogue system would be retained for back-up.  The system would be hosted and managed for the Council and, in the event that there was a problem, the system could be run from anywhere.

COUNCILLOR R G BOYCE MBE LEFT THE MEETING AT THIS TIME.

The Group Manager: Customers advised that a different system of dealing with calls was being moved to with the intention of directing calls to enable  more queries to be dealt with an the first point of contact.

In response to a question, the Group Manager: Customers confirmed that an annual fee was paid broadcast music.

Members requested that a report be brought back to the Committee on this item.

The Director of Resources confirmed that 365 email would be implemented during quarter 1 of 2018/19 which would improve the email service throughout the Council.  The Director of Resources confirmed that whereas there were some problems opening and forwarding attachments on Good, the new system should address these issues.

In response to a question regarding junk email, the Director of Resources advised Members that following the implementation of the General Data Protection Regulation it would not be possible to be contacted without giving express permission, so junk email should reduce.

A Member asked if passwords could be changed every four years in line with the period that Members were elected for.  The Director of Resources advised that Officers would take advice on the correct timescales as per recommended security protocols for changing passwords.

The Group Manager: Customers advised that work was being undertaken to explore with Members our digital strategy, including  the Council’s appetite for Channel shift, to encourage customers to use the website, and online services. She referred to the difference in cost in providing face-to-face services versus online services. It was proposed that there would be engagement with all Members on the digital strategy over the coming months.

The message and music on the current telephone system would be changed.

RESOLVED:

(i)                 That a report on communications would be brought back to the next meeting of the Overview and Scrutiny Committee and would be circulated in advance of that meeting;

(ii)               A series of workshops on digital strategy would be set up for Members so that they could be properly appraised of the information and decisions for the future strategy.

(iii)             A notice would be put on the intranet to ensure that all Officers were aware that meeting requests sent by email should be followed up by a telephone call if there was no response from Members.

(iv)             That Officers would take into account Members’ comments when drafting the future digital strategy for the Council and introducing unified communications systems.

(v)               The message and music on the current telephone system would be changed.

COUNCILLOR MRS P A CHANNER CC LEFT THE MEETING AT THIS TIME.