Cabinet to review progress on improving Council services for residents

Cabinet Members will discuss the delivery of the Council’s work to transform services, which has seen Community Hubs bring services closer to where people live, new values introduced to guide how services are delivered and a Digital, Data and Technology Strategy designed to help shape how services will operate in the future.

In its second year, councillors will hear that the programme is increasingly focused on delivering tangible improvements for residents and supporting the Council’s long-term financial sustainability, including making it easier for residents to access Council services.

The Council delivers more than 200 services and receives more than half a million phone calls a year, alongside emails, online enquiries and face-to-face contact. An internal review of services has looked closely at how residents find information, contact the Council and reach the service or support they need, especially when more than one team is involved.

As a result, the Council has begun a four-year programme to make it simpler for residents to find clear information, contact the Council in a way that works for them and reach the right team without speaking to multiple departments. When delivered, the programme will make it easier for residents to complete routine tasks online, while continuing to provide phone and face-to-face support for those who need or prefer it. It will also help make sure residents know who is dealing with their enquiry, what happens next and when they can expect to hear back from the Council.

The programme is focused on helping residents get the right support earlier. Community Hubs at Park Library, The Meadows and Central Library are already bringing Council services and partners together so people can access advice, information and support closer to home. The hubs are designed to help residents to get the right support earlier and, where possible, prevent problems from becoming more serious.

The Council is also balancing growing demand for services with significant financial pressures. Delivery of the programme will improve services and outcomes for residents while making more efficient of the Council's money, people, technology and other resources.

Councillor Keith Williams, Cabinet Member for Finance, Recovery and Transformation, said: “We've made real progress in the first year of our transformation programme and are now building on that as more of the work moves into delivery.

“Our ambition is to improve services and outcomes for residents, help people get support earlier and make better use of technology, data and the resources we have.

“This is particularly important at a time when councils are facing growing demand and significant financial pressures. By changing how we work and making the best use of every pound we spend, we can better manage the Council's finances while delivering real value for residents.”

Councillor Matt Hinton, Cabinet Member for Community Engagement, Safety and Services, whose portfolio includes customer services, said: “When you contact the Council, getting the help you need should be quick and easy.

You should be able to get clear information, speak to the right person and know what happens next, without having to chase different departments or explain your situation several times.

“It is our job to make our services work together around your needs. You shouldn’t have to understand how the Council is organised to get something sorted.

“Getting this right starts with listening to the people who use our services. We want residents involved throughout, helping us understand what needs to improve and testing whether the changes we make actually make life easier.”

Residents are being invited to play a direct role in shaping improvements to Council services through a new Resident Design Network. The network will give people a chance to share their experiences of finding information and contacting the Council, including what makes it easy or difficult to reach the right service or get the help they need. The Council wants to hear from people with a wide range of experiences, including those who contact the Council in different ways, people who find digital services difficult to use and residents with accessibility or communication needs.