Decision details

The Executive Manager – Transformation and Operations presented a report which provided the Group with an update on the work that had been undertaken regarding the digitising of various services across the Council and on the future objectives for the digital by design programme.

The Executive Manager advised that prior to 2014 the Council had encouraged residents to move towards online or email to access the Council’s services and it was noted that the ‘channel shift’ from face to face to online services was then rebranded as ‘digital by default’ from 2014 – 2017. This further initiative had seen the development of e-forms and the implementation of Hybrid Mail which allowed documents to be sent remotely, which in turn released capacity for the Business Support Unit team to complete more complex tasks. It was also noted that although the majority of residents had contacted the Rushcliffe Contact Community Centre through face to face or telephone channels there had been an increase in email communication and online transactions since the implementation of the digital by default initiative in 2014.

The Executive Manager noted that the digitisation agenda was now referred to as ‘digital by design’ which aimed to maximise the use of technology designed into the service provision. 

The Executive Manager and the ICT Manager delivered a presentation to the Group which outlined:

·       Pre 2018 Web Update

·       The 2015 – 2017 Customer Access Strategy

·       External Validations of the website

·       Competitive results from Nottinghamshire Districts

·       Statistics about current website usage

·       Digital by Design 2018 Onwards

Members of the Group asked several specific questions regarding face to face services and whether the Council was continuing to improve face to face customer services as well as digital accessibility. The Executive Manager noted that services were still available for residents who visited the Rushcliffe Community Contact Centre and contact points and that there were now additional office staff from departments such as licensing, planning, revenues and benefits who were able to assist residents face to face on the more complex enquiries which were more difficult to resolve online.

Members of the Group also asked questions regarding online services available for residents. The Executive Manager confirmed that each resident would have access to an account online which would enable them to access all online services such as council tax, planning applications and benefit claim forms. Members of the Group also raised concerns over the verification of identification documents if residents were given the option to scan and send them online. The ICT Manager assured the Group that the systems in place would require a secondary verification. The Group asked to be provided with additional information regarding fraud prevention and identification verification. The Group were also informed that procedures were in place for business continuity if the Council’s online systems were to stop working efficiently.

The Group requested that the grass cutting calendar to be placed online for residents to refer to, as as ward members they received many enquiries about grass cutting. The Executive Manager – Communities noted that it would be difficult for officers to keep this information up to date and that the date of grass cutting was dependant on weather conditions throughout the year.

The Group were pleased to note that savings in printing had been made since the introduction of Hybrid Mail and the move from the Civic Centre to Rushcliffe Arena. The ICT Manager stated that the number of printers had reduced from 18 to 4 and that Hybrid Mail had systems in place which stopped letters duplicating.

It was RESOLVED that:

a)    the report of the Executive Manager – Transformation and Operations be noted.

b)    the Group be provided with additional information regarding fraud prevention and identification verification.