Issue - meetings

This report set out the proposed vision and principles which will drive the design of the new digital customer platform and the council’s future on-line interactions with residents and other customers. It also presents Members with details of the project management delivery arrangements for the expansion of digital services to residents and other service users and provides a response to the E-Democracy Scrutiny Review Task Group recommendations along with resident survey results.

Resolved:  That the Executive agree to:

(i)           The principles driving the design of the new customer digital platform;

(ii)          Endorse the plans in relation to the project for the delivery and expansion of on-line services to residents and other service users; and

(iii)        The response to the recommendations from the Corporate and Scrutiny Management Policy & Scrutiny Committee (CSMC) E-Democracy Scrutiny Review.

Reason:     To ensure Executive members have enough information in leading the agenda for digitalisation of services and improved access to services, with associated benefits for residents as well as the efficiencies generated.

Consideration was given to a report which provided the Executive with the proposed vision and principles that would drive the design of the new digital customer platform and the Council’s future on-line interactions with customers and residents. Details were also provided of the project management delivery arrangements for the expansion of digital services and a response to the E-Democracy Scrutiny Review Task Group recommendations and resident survey results.

Officers confirmed that residents and staff had been involved in the design of the website. It was noted that customer feedback would continue to shape the work of the project on an ongoing basis, and road testing with residents prior to any service launch. It was also noted that the hyperlinking of agenda items on CYC’s YouTube channel had already be implemented.

In answer to Members’ questions Officers confirmed that equalities implications had been considered throughout the project and that digital inclusion strategies had been developed as part of the new platform.

Members highlighted the need for user friendly access to the system, thorough testing prior to launch to ensure the success of the project and robust staff training.

Consideration was then given to the following options:

a.   To agree or amend the principles driving the design of the new customer digital platform;

b.   To agree or disagree to endorse the plans in relation to the project for the delivery and expansion of on-line services to residents and other service users; and

c.   To agree or amend the response to the recommendations from the Corporate and Scrutiny Management Policy & Scrutiny Committee (CSMC) E-Democracy Scrutiny Review.

Resolved:  That the Executive agree to:

(i)           The principles driving the design of the new customer digital platform;

(ii)          Endorse the plans in relation to the project for the delivery and expansion of on-line services to residents and other service users; and

(iii)        The response to the recommendations from the Corporate and Scrutiny Management Policy & Scrutiny Committee (CSMC) E-Democracy Scrutiny Review. ^1.

Reason:     To ensure Executive members have enough information in leading the agenda for digitalisation of services and improved access to services, with associated benefits for residents as well as the efficiencies generated.