Issue - items at meetings - Improving the Customer Experience

Report of the Executive Director for Finance & Resources (copy attached).

1.                  That a £273,000 “invest to save” customer access project to make it easier to access parking services online and through smart phones be approved; and

2.                  That delegated authority be granted to the Executive Director Finance & Resources to authorise further customer access invest to save projects within the parameters set out in paragraph 7.2 of the report.

58.1         The Executive Director for Finance & Resources introduced the report which detailed the intention to improve customers experience when interacting with the council.  It was a key action to support the modernisation of the council and would see investment in the council’s ICT strategy so that the best use of technology could be used to improve access to services.

58.2         Councillor Littman welcomed the report and noted that customer satisfaction levels were improving and that it was part of the council’s digital inclusion approach which he hoped would lead to improved access across the council’s services.

58.3         Councillor A. Norman welcomed the report and stated that the investment was much needed and she hoped it would result in improved access.

58.4         Councillor West noted that the contact centres had been working well and had shown an improved service which had reduced costs and meant that the council had been able to respond to residents in a better way.  He hoped that the proposed investment would see similar improvements to customer experience across the council.

58.5         Councillor Morgan noted the report and that there were still a number of people who were not on-line but had smart phones.  He hoped that consideration would be given to enabling those people to access service through Apps and to improving the Wi-Fi connectivity across the city.

58.6         The Chair noted the comments and stated that work was ongoing in regard to improving Wi-Fi connectivity and the use of Apps.  He also noted that around two-thirds of people were able to self-service via on-line connections.  He then put the recommendations to the vote.

58.7         RESOLVED:

(1)               That a £273,000 “invest to save” customer access project to make it easier to access parking services online and through smart phones be approved; and

(2)               That delegated authority be granted to the Executive Director Finance & Resources to authorise further customer access invest to save projects within the parameters set out in paragraph 7.2 of the report.