(1) That the progress of the projects within the Transformation Programme for February 2017, alongside the planned actions for March 2017, be noted.
(1) That the progress of Projects and Programmes within the Transformation Programme for January 2017, alongside planned actions for February 2017 be noted.
(1) That the progress of the projects within the Transformation Programme for November and December 2016, alongside the planned actions for January 2017, be noted.
(1) That the progress of the projects within the Transformation Programme for October 2016, alongside the planned actions for November 2016, be noted.
(1) That the progress of the projects within the Transformation Programme for September 2016, alongside the planned actions for October 2016, be noted.
(1) That the progress of the projects within the Transformation Programme for August 2016, alongside the planned actions for September 2016, be noted.
(1) That the progress of the projects within the Transformation Programme for June and July 2016, alongside the planned actions for August 2016, be noted.
(1) That the progress of the Transformation Programme up to the end of May 2016 be noted; and
(2) That the decision of the Transformation Programme Board to progress permanent recruitments for the Head of Customer Service and Business Support Analyst posts from within existing resources be endorsed.
(1) That the progress of the Transformation Programme up to the end of February 2016 be noted; and
(2) That an ‘Invest to Save’ funding bid for the costs associated with the procurement process for the undertaking of a feasibility study for the Service Accommodation Review Project be agreed.
(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.
(1) That the purpose of the transformation programme and the benefits statement be agreed;
(2) That the scope and approach to managing change and the transformation methodology be agreed;
(3) That arrangements to govern the transformation programme, including the Transformation Programme Board and Programme Management Office, be noted; and
(4) That the transformation workstreams be agreed and mandate further discovery be mandated to identify opportunities for change.
(1) That the scope of the Transformation Programme be agreed;
(2) That the appointment of the Head of Transformation from within existing resources be noted;
(3) That the Programme was likely to identify significant changes to the way the Council delivered services, which might require significant capital investment, be noted; and
(4) That the major changes recommended as part of the Programme be the subject of future reports to the Cabinet and supported by a fully evaluated business case.