Issue - meetings

The Chairman invited Councillor J Moriarty to address the Committee under Standing Order 34. 

Councillor Moriarty stated that the Resources and Performance Panel had considered this issue however the Regeneration, Environment and Community Panel had not looked at the community aspect.  He added that an initial presentation had been given to the R&P Panel to note.  The presentation established that there was no idea of what savings would be made. 

Councillor Moriarty made reference to the comments from Councillor Devereux at the R & P meeting held on 27 October regarding consultation arrangements and the response being that if customers were asked about the proposed changes the majority would answer that they preferred to see the service remain as it was currently.  He added that as he read the report, the proposed changes would come into effect in 2016 therefore there was not going to be any consultation.

Councillor Moriarty also referred to the Equality Impact Assessment (EIA) which had accompanied the Cabinet Report.  Within the EIA it stated that consultation had taken place with members of Extended Management Team, Corporate Equalities Group and the Resources and Performance Panel.  Each group considered the change a positive one overall.  However, he considered that the Council was not consulting on the important element which was the impact on the community.

He asked whether the implementation of the decision could be deferred until the amount of savings was known.

In responding to the points raised by Councillor Moriarty, the Leader stated that channel shift would provide a better and more effective service to the customer.

Councillor Moriarty stated that his point related to the fact that there was no way of measuring the changes.  In addition, there had not been any consultation carried out but the report alluded to the fact that the changes would come into force in April 2016.  He added that his concern was that the Council had not taken the opportunity to talk to people about the changes.

The Chairman stated that he had voted against this item at the Resources & Performance Panel meeting.  His concerns related to the reduced opening hours of the Downham Market and Hunstanton satellite offices.  He considered that there would be a gap for certain vulnerable people not being able to go and speak to someone.  He understood that a telephone would be provided at the Downham Market Office but not at Hunstanton.

He agreed with the report that this needed to be the way forward but still had concerns that this could affect some vulnerable people.

The Leader acknowledged the concerns raised by the Chairman, but from past statistics it could be demonstrated where the past use was.  He added that by the use of technology this would help to make sure that people had access to services at all times.   He explained that he knew how important these things were but facilities would be in place to improve services for everyone. 

Councillor Mrs Mellish stated that it was a difficult decision  ...  view the full minutes text for item 66

RECOMMENDED:      That the following be agreed:

1)       the withdrawal of a drop in service for enquiries at Kings Court and to offer pre-booked appointments to customers who are unable to resolve their enquiry by telephone or online

2)       the reduction of the opening days at the Downham Market Office to 2 days per week (Monday and Friday)

3)       the reduction of the opening days at the Hunstanton Office to 2 days per week (Tuesday and Thursday)

4)       that adequate consultation and communications arrangements be put in place prior to implementation in April 2016.

Reason for Decision

To manage the demand for council services more effectively, provide an improved service for customers and ensure that resources are directed at the customers who, for a variety of reasons, may require a more personal service.

Recommendation 4 is to ensure the concerns of the Resources and Performance Panel are taken into account.

The Assistant Director Central & Community Services explained that the Council had embarked on a channel shift programme which aimed to reduce the cost of delivery of council services by shifting the channel used by customers to contact the Council to the most efficient and appropriate method for that service. Significant progress had been made in relation to the council’s corporate channel shift project, resulting in:

·       The launch of an online housing benefit and council tax support claim form.

·       Risk based verification for benefit applications.

·       Implementation of an interactive voice response system (IVR).

·       85% of planning applications are now made online.

·       Over 99% of council job applications are now made online.

·       Online Support Officers helping with assisted self-service.

·       1,000’s of online forms submitted.

More digital services would be launched over the next few months. The development and implementation of digital services, together with the need to make budget savings had resulted in a review of the existing model of service delivery with a view to managing demand for services. The CIC offices at Kings Court, Downham Market and Hunstanton operated a walk in enquiry desk facility. 7 members of staff were needed on the ground floor of Kings Court and one at each area office to respond to customer enquiries. Those staff were required to be trained in every service offered so that they were able respond to any enquiry which was presented.  At busy times customers could have to wait up to 1.5 hours in order to be seen.

With new technology and processes available online, the need for customers to visit the offices in person would reduce. There would not be a need to retain all enquiry counters but equally a face-to-face service was required where this was the best option for that customer.  It was therefore proposed to cease the drop in service for enquiries at Kings Court and to offer customers who were unable to resolve their enquiry by telephone or , an appointment with a trained advisor who would be able to assist them with their enquiry at a pre-arranged time.

It was noted that the main reception at King’s Court would continue to have two members of staff at all times, together with at least one Online Support Officer. They could resolve straightforward enquiries, signpost customers, help customers with self-service, receive deliveries, greet visitors, make appointments and continue to sell caddy liners as they currently did. 

The opening hours for the offices at Hunstanton and Downham Market would reduce to 2 days per week to mirror the opening hours of the DWP office situation in the same buildings.

With regard to the savings to be made with the proposals, it was explained that this linked with previous undertakings relating to channel shift where reductions in staffing levels had been identified.  The new arrangements would ensure a much more efficient use of staff time, targeting it to specific appointments instead of waiting on customers coming into the office.  The Assistant Director Central & Community Services commented that  ...  view the full minutes text for item 78