Issue - meetings

Report of Councillor Cartman (attached)

Councillor Cartman presented the report noting that the key theme was an ongoing transition to a digital offering to customers as it was how the majority of residents wished to engage with the council and that it was more cost-effective.  He added that members’ concerns with the digital approach had been considered and changes to the strategy as a result were noted in the appendix.  Face to face appointments would be extended particularly in the north of the district through the use of the library facilities.

In discussing the report, members thanked officers for their work in preparing the strategy.  They noted concerns with the council’s current offering via its website and expressed a need for this to be improved to encourage customers to interact digitally with the council.  It was highlighted that a detail action plan would be coming forward and members were invited to have input into this.

Members acknowledged that it was vital to communicate how those who did not use technology could interact with the council in the future and how they could access face to face appointments.  It was noted that this would be via publicising face to face appointment times; a better concierge facility at the Town Hall to signpost customers and offer appointment booking there and then and an improved telephony offer.  Members welcomed the use of libraries as community hubs and noted their use as such meant customers would be able to access face to face appointments closer to where they lived. 

Members suggested the use of a “Report It” application to free up officer time and the raising of awareness of the pilot scheme via North Somerset Life and via the engagement of parish and town councils. Members queried whether targets and key performance indicators would be used to plot progress through the five-year period of the strategy.  It was confirmed that these would be in the forthcoming Action Plan.

Resolved: that the Executive endorsed the principles, aims and activities of the council’s Customer Service Strategy for the period 2022 – 2027 and approved the adoption of the strategy.

Reasons for the decision:

As set out in the report and discussed above.

Alternative options considered and rejected:

As set out in the report and discussed above.