Agenda and minutes

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To note the scrutiny scoping document for the panel, agreed by the Scrutiny Commission at its meeting on 10th January 2022 and updated to list panel membership and meeting dates.

Councillor Seaton arrived at the meeting at 6:05pm.

Considered and discussed, the scrutiny scope document for the Panel, agreed by Scrutiny Commission at its meeting on 10th January 2022 and updated to list Panel membership and meeting dates.

It was suggested that there may be a need to update the scoping document in accordance with discussions at this meeting, particularly following the discussion of item 8 on the agenda (Work Programme and Key Task Planning).

AGREED that the scrutiny scope document be noted.

To enable the panel to review the Charnwood Borough Council Corporate Strategy 2020-24 prior to commencing work on the panel.

The panel reviewed the Charnwood Borough Council Corporate Strategy 2020-24.

It was highlighted that the council was customer-focussed and committed to constantly improving customer experience. This should be considered throughout the course of the panel.

AGREED that the Charnwood Borough Council Corporate Strategy 2020-24 be noted.

A report of the Head of Customer Experience to inform the panel of current and future projects demonstrating the approach to delivering services as outlined in the ICT Strategy and the Customer Services Strategy an how technology will support this.

In accordance with the scrutiny scope document (key tasks), considered and discussed, a report of the Head of Customer Experience to inform the panel of current and future projects demonstrating the approach to delivering services as outlined in the ICT Strategy and the Customer Services Strategy an how technology will support this

Key points of discussion:

      i.        The Head of Customer Experience stated that the following should be considered during the course of the panel:

·         Awareness of the impact of new technology in terms of customer and officer capability.

·         The council’s aim of reducing the total number of systems in order to increase efficiency and reduce costs.

·         Any additional services recommended would need to be rational and valid. No assumptions should be made and suggestions would need to be backed by evidence.

·         The costs associated with the implementation of any new systems.

·         Any considerations regarding discrimination of customers.

·         The timescales associated with the implementation of new systems or ways of working.

·         The future support required for any new systems.

    ii.        It was estimated that 80-90% of customers made contact with the council once a year. Therefore it was difficult to encourage customers to engage with an online system for which sign up/sign in was required as this required effort for little benefit to the customer. It was important that any portals contained a hook to attract customers, or they may not consider the investment to be necessary.

   iii.        The online portal of a neighbouring council was accessed regularly by only 5% of those that had signed up. It was not clear what services this small proportion of residents were accessing via the portal.

   iv.        It was acknowledged that many customers may prefer to use mobile smart devices to access council services. It was confirmed that all services offered by the council were smart device accessible. The Head of Customer Experience stated that she would provide information on the percentage of enquiries that had been made via a smart device at the next meeting.

    v.        The systems used by the council were all capable of customisations to reflect the requirements of Charnwood residents.

   vi.        The timescales associated with the Transformation Service Reviews had been delayed due to the Covid-19 pandemic but the process was ongoing. Progress with  this was fed into the council’s SWaP Board (Services, Workplace and People Board). The Head of Customer Experience agreed to summarise the work that had already been undertaken as part of the Transformation Service Review and to provide this at the next meeting of the panel.

  vii.        The website contract was due to end in 2023 and a procurement process would be completed to ensure good value for money for a new contract. 

 viii.        The methods available for residents to contact the council were managed equally and were logged and responded to via the same stream.

   ix.        The Customer Experience service within the council conducted regular skills and resource audits to ensure that the required experience and skill levels were contained within teams. The  ...  view the full minutes text for item 7.

To schedule the key tasks in the scrutiny scoping document to be considered at the next meeting of the panel and to consider any work to be allocated to members of the panel in advance of the next meeting.

Further scheduled meetings of the panel are:

29th March 2022

27th April 2022

30th May 2022

27th June 2022 (to be rescheduled)

25th July 2022 (provisional)

Considered and discussed, the key tasks in the scrutiny scope document to be considered at the next meeting of the Panel and any work members of the Panel would undertake in advance of that meeting.

The following summarises the discussion:

      i.        It was highlighted that there was a marketing element associated with the engagement of residents in new technologies. The panel was scheduled to interview a witness with marketing experience at a later meeting.

    ii.        It was suggested that the panel explored the 5% of residents regularly using the online portal at a neighbouring council, as outlined in the discussion in the ‘Current and Future Projects’ item on the agenda.

   iii.        It was suggested that the Head of Customer Experience provided information to the panel on the most used online forms over the past two years. The Lead Member for Transformation stated that data on abandoned forms was available. It was suggested that the Head of Customer Experience provided this data to members of the panel at their next meeting. 

   iv.        It was highlighted that an update of the scoping document would be required following the outcomes of the meeting. It was suggested that the Chair meet with the Democratic Services Officer in order to discuss this, and that the updated scoping document would be reviewed by the panel again at the next meeting.

    v.        It was suggested that the website contract procurement should be scrutinised at the appropriate time.

Work allocated to members before the next meeting of the panel was as follows;

AGREED

1.    that the Head of Customer Experience provided information to the panel on the most used online forms over the past two years. The Lead Member for Transformation stated that data on abandoned forms was available. It was suggested that the Head of Customer Experience provided this data to members of the panel at their next meeting. 

2.    That the Chair meet with the Democratic Services Officer in order to discuss the scrutiny scoping docuemnt, and that the updated scoping document would be reviewed by the panel again at the next meeting.

3.    That panel members undertake the work outlined and feedback at the next meeting of the panel.