Agenda item

[To consider the scrutiny review report and the Executive response thereto]

Note: The Chair of the scrutiny review group has been invited to the meeting

The Cabinet received a report on the findings and recommendations of the scrutiny review on Channel Shift and the executive response to the report.

Cllr Jonathan Yardley, Chair of the Scrutiny Review Group was in attendance for this item.  He briefly highlighted some of the key recommendations from the review and commended the review Group’s report and recommendations to Cabinet

Cllr Roger Lawrence thanked Cllr Yardley and the other contributors to the review for a thorough and revealing piece of scrutiny work.  He indicated that it was another example of the value of the Council’s scrutiny activity being targeted in review type activity.

Cllr Andrew Johnson, Cabinet Member with responsibility for this service area welcomed the report and reiterated the thanks to Cllr Yardley and the review group.  He reported that he supported the recommendations and referred to the detailed executive action plan attached to the report. 

Resolved:

1.    That the report of the review group and the following recommendations be received:

R1       To introduce a risk register for the channel shift, identifying potential risks at each stage and ensuring these are included in the procurement new systems. This could be incorporated into the Corporate Risk Register and should include but not be restricted to:

1.    The risks involved with a system being heavily reliant on technology and electricity supply.

2.    Sensitivity monitoring within an Integrated Customer View.

3.    The risks involved in passing responsibility of safeguarding information to an outside provider. This includes other organisations using the same cloud space and the security level of personal information.

R2       To develop a channel shift communication plan which focuses on employees and external customers outlining the changes being made and the timescales involved, how it will affect them and the help available and how they can get involved and give feedback.

R3       To endorse the implementation of the “my account” feature integrated into the customer view of the CRM system to allow residents to easily see the transactions they have previously made and customise the services that they view. This could include information about the customers ward councillors, local provisions e.g. refuse collection and road works, and local events taking place.

R4       To ensure that all systems procured in the channel shift are future-proof. This includes ensuring the ContactPortal is updated regularly and system suppliers can be changed should the leading supplier of a service change whilst not requiring anything extra from the customer.

R5       To endorse the role of the Customer Services team on the Civic Centre concourse in guiding customers through the digital channels on tablets and PCs.

R6       To ensure customer satisfaction is monitored regularly and changes are made based on the feedback received.

R7       To illustrate the positive work of the Channel Shift and Customer Services teams by ensuring all compliments received are publicised.

R8       To use SMS messaging as a form of contact with customers in confirmation of services booked and reminders of booked appointments or forthcoming renewals. This should be included in the procurement of a CRM Solution.

2.    That the executive response to the review recommendations be approved.

3.    That the Cabinet response be referred to Scrutiny Board for it to track and monitor the implementation of the agreed recommendations.