Issue - meetings

To consider a report in respect of a Transformation Programme savings update, including proposals to change the location and opening times of Customer Services.

The Executive considered a report in respect of an update on the Future Council 2025 Transformation Programme savings.

In response to Members’ questions, officers commented as follows:

·         the majority of visitors to the Customer Service Centre (CSC) had pre-arranged appointments.  Once the CSC had moved there would be a member of staff based in the Main Reception to greet customers and point them in the right direction as to how their enquiry could be resolved; and

·         there would continue to be self-service PCs in the CSC, with staff on hand to assist customers if required.

It was RESOLVED:

1.          That the change of location of the customer service centre to the main reception entrance of Daneshill House be approved.

2.          That the change of opening hours of customer services from 8am - 5pm to 9pm – 5pm be approved.

3.          That the potential savings to the Housing Revenue Account (HRA) and General Fund in support of the Medium Term Financial Strategy be noted.

Reason for Decision:  As contained in report.

Other Options considered:  As contained in report.

The Executive considered a report in respect of an update on the Future Council 2025 Transformation Programme savings.

In the absence of the Portfolio Holder for Resources and Transformation, the Portfolio Holder for Culture, Leisure and IT advised that the report sought approval to proposed changes in both the customer services location and opening times.  She commented that since the Covid-19 pandemic, the number of people visiting customer services ‘in person’ had fallen from an average 78 of customers a day in Q1 2019 to 7 in Q1 2023.  The existing space was now oversized for the number of visitors and customers coming into the centre.  Another costly and confusing issue for the customer was that there were two entrances to Daneshill House.  With reduced numbers coming into the centre, it was considered that this was the right time to change the service offering.  It was therefore proposed that the customer service centre operations be moved to the main reception entrance of Daneshill House.

The Portfolio Holder for Culture, Leisure and IT stated that, in addition to the proposed re-location, there was an opportunity to align the Customer Services opening hours with those of neighbouring councils and hence reduce the need for two staffing shifts to deliver the 8am-5pm opening times.  The proposed opening times would be 9am-5pm for both in person visits and telephone contact.

The Portfolio Holder for Culture, Leisure and IT referred to the ongoing transformation work outlined in the report on the proposed changes to community advice and support, housing, and localities teams as part of activity-based review of services.  These changes would further embed the Co-operative Neighbourhood model, enabling close working relationships with communities to help resolve problems, maintain a visible and proactive presence, and help Council teams to work effectively together.  The activity-based service reviews would also deliver efficient services and efficiencies.

In response to Members’ questions, officers commented as follows:

·         the majority of visitors to the Customer Service Centre (CSC) had pre-arranged appointments.  Once the CSC had moved there would be a member of staff based in the Main Reception to greet customers and point them in the right direction as to how their enquiry could be resolved; and

·         there would continue to be self-service PCs in the CSC, with staff on hand to assist customers if required.

It was RESOLVED:

1.          That the change of location of the customer service centre to the main reception entrance of Daneshill House be approved.

2.          That the change of opening hours of customer services from 8am - 5pm to 9pm – 5pm be approved.

3.          That the potential savings to the Housing Revenue Account (HRA) and General Fund in support of the Medium Term Financial Strategy be noted.

Reason for Decision:  As contained in report.

Other Options considered:  As contained in report.