Decision details

To consider the scope of the Transformation Project.

To consider the first business cases for the Transformation Programme.

To monitor the progress of the Programme and consider any business cases.

(1)        That the recommendations made to the Council by the Customer Services Review Group (as attached at Appendix 1 of the report) be accepted in principle as a starting point for the Transformation Programme  - Customer Experience Workstream;

(2)        That, having considered the options, a centralised customer services function be agreed;

(3)        That the following steps be approved:

            (a)        the appointment of a Customer Services Manager and IT support post for the        Council, with a further report to the Cabinet on any additional resources required and         options for filling these positions;

            (b)        the Transformation Programme Board to consider the organisational structure for             the customer services function;

            (c)        the repair or replacement of the atrium windows during the 2016/17 financial         year with a further report to the Cabinet if additional resources be required;

            (d)        to undertake a full feasibility design and costing of the main reception         including its accommodation needs by October 2016;

            (e)        to seek a recommendation from Officers on a suitable Customer Relationship       Management system for the Council (formal evaluation stage to be completed by            October 2016);

            (f)        to initiate discussions with public sector partners to explore the potential for            sharing reception space and to accommodate this within any design; and

            (g)        to set targets and a timescale for the further discovery and implementation            stages from the Transformation Programme Board, including formal monitoring of customer visits.