Agenda item

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 following earlier changes made it was apparent that customers didn’t react badly to change providing it was communicated well and a palatable alternative was given.

Councillor Long asked if it would be possible to look into selling caddy liners via a vending machine in the office in order to save on staff time.  The Assistant Director Central & Community Services confirmed it would be something which could be investigated, but reminded Members that there would always be someone on reception at King’s Court, and whilst the area offices would be opened less, the liners could be bought from the Oasis and Downham Market Leisure Centre. 

Councillor Beales asked if the issue of caddy liners was a channel shift item or environment.  Councillor Long reminded Members that the recycling of food was of benefit to the Council with the credits of £50 per tonne being awarded.  The Assistant Director Central & Community Services informed Members that she was in the process of looking at a process of making the bags available so they could be accessed whilst ensuring it was cost neutral to the authority.

Councillor Mrs Nockolds asked what the situation would be for the Community Coffee Shop and its volunteers.  The Assistant Director Central & Community Services responded that she believed the coffee shop had been brought back in house, still supported by the volunteers so their situation wouldn’t be affected.

In response to a question from Councillor Blunt, it was confirmed that Duty staff would continue to be available in Housing to deal with homelessness cases and other emergency situations.

Councillor Beales commented that he felt it was more efficient to offer a specific time slot to customers rather than a walk in service, and asked if it was a core principle that would work for the Council.  The Assistant Director Central & Community Services responded that as an advocate for the customer she felt it would be a better service for them, meeting the needs as required.

Councillor Beales asked whether the logistical and financial advantages to the Council would be quantified to which the Assistant Director Central & Community Services explained that a number of other proposals relating to Channel Shift which would introduce saving had yet to bed in, but an early review of the impact of the changes would be carried out following 6-9 months of the proposal being implemented.

Councillor Beales drew attention to the point raised by the Resources and Performance Panel which sought confirmation that adequate consultation and communication would take place prior to implementation and asked for confirmation of this which was confirmed.

RECOMMENDED:  That the following be agreed:

1)    The withdrawal of a drop in service for enquiries at King’s 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.