Agenda item

[Andy Hoare, Head of Service – ICT will present report on the Digital Transformation Programme and how new technology will support the Customer Service transformation, provide enhanced business intelligence and support anti-fraud initiatives]

Andy Hoare, Head of Service, ICT briefed the plan on the use of improved technology to support business change. Head of Service referred to the example in the report on changes to the business process when a member of the public reports that their bin has not be emptied. Head of Service explained how technology could be used to reduce and automate elements in the current lengthy process involved to deliver a better customer service experience. Head of Service commented on the advantages to the Council in making use of new technological developments.

Head of Service that the example cited that refuse collection is possible with good 4G connectivity which would allow someone to match an address to a problem about a collection.  Head of Service commented that the Council has technology to give a faster and better customer service experience.  Wolverhampton is learning from the experience of other local authorities who are introducing technological solutions to the delivery of the council’s business.

The panel had concerns about the intrusive nature of using personal data to contact a resident about a problem with their bin collection. There was also concern about how groups such as elderly people would cope with such a system. Head of Service accepted this was an issue but responded that the Council was following a digital by design rather than digital by default – where the public would not have a choice about how to access a service. The aim of the change is to provide another method for the public, while also supporting people to use the technology, where it would save time.

Head of Service explained that Wolverhampton is catching up with other authorities such as Coventry, Telford & Wrekin in terms of introducing digital services.

The panel queried the planned expenditure of £3.5 million and how the risk of spending money on technology which may become outdated or more costly was being managed. Head of Service explains that the budget includes provision to bring in expertise needed, however the plan is the Council becomes self-sufficient by learning the skills from experts to support the process of change.

Head of Service, accepted the risk and the Council was adopting a major change which would mean less money spent on technology and the use developments such as cloud storage which allow services to adapt to future issues more easily. Head of Service commented on changes in how the Council purchases software licenses to reduce costs.

The panel requested the a briefing paper be presented on the following details

1.    The level of digital exclusion in Wolverhampton.

2.    The current number of people using new services compared was originally expected.

3.    The Council response time to enquiries by email, telephone and social media sites

4.    Provide an example of where technological improvements could make a difference to how services are currently delivered.

Head of Service explained that Wolverhampton has good broadband coverage.  The level of digital exclusion is estimated to be about 55-65%. Wolverhampton has a high proportion of smartphone users and public has access to the internet through the network of libraries.

Head of Service commented that the public has the option to use web chat to discuss issues with the Council. Sue Handy, Head of Customer Service, explained that employees in the service monitor chat discussion and it also provides useful feedback to find out where people have tried to use an online service but was not successful. The information provided will help identify where changes are needed to make improvements.

Head of Customer Service explained that the email response time depends on the issue. The Council receives 10,000 to 15,000 emails a month and there is work being planned that in the future a percentage of these emails will be sent direct to the service providers, to reduce delays in response.

Head of Service explained that the programme would be delivered in phases. The initial phase is getting the systems working properly before making further changes.  The Council is building digital services and developing citizen portals, which are part of the refurbished Civic Centre.

The panel queried how the costs of the programme will be managed to avoid cost overruns. Head of Service explained that problems with IT projects in the past are managing changes in the scope. The programme will be delivered in phases and the budget is monitored closely.

Resolved

      The panel welcomed the report and noted the progress of the programme.

The Head of Service to provide a briefing paper to a future meeting with the following information.

1.   The level of digital exclusion in Wolverhampton.

2.   The current number of people using new services compared was originally expected.

3.   The Council response time to enquiries by email, telephone and social media sites

4.   Provide another example of where technological improvements could make a difference to how services are currently delivered.

The Head of Service to provide further update report on progress of the digital transformation programme to a future meeting.