Issue - meetings

The purpose of this paper is to present and allow the consideration of the recommendations on the Digital Parking system from the Economy and Place Scrutiny Committee in November 2022.

Resolved:

                      i.         Noted the response to the scrutiny recommendations detailed within paragraph 25 of this report;

                     ii.         Noted that the council’s use of digital services is to ensure that the customer centre resources can be targeted at those customers who need the most support;

                    iii.        Noted that non digital customers can access paper visitor permits through the customer centre;

                   iv.        Noted a parking user group has been set up and the first meeting has occurred;

                     v.        Noted that a new version of the customer parking portal will go live in the summer;

                   vi.        The parking user group be requested to undertake some early testing of the customer portal of the new system before it goes live to the public.

                  vii.        Requested that the parking user group reviews the customer journey for non-digital customers of the new system particularly around visitor vouchers.

                 viii.        Recommendations from the user group will be reported to a future Executive Member Decision Session taking into account any budgetary implications of the recommendations.

                   ix.        Noted the lesson learnt of the need for early engagement and lessons learnt.

Reason:     To respond to the recommendations of the Economy and Place Scrutiny Committee to ensure lessons are learned to improve the approach to parking for customers and residents.

Officers introduced the report, it was confirmed that the Economy and Strategic Planning Policy and Scrutiny Committee had undertaken a review into parking and have made a series of recommendations for the Executive Member to consider.

It was confirmed that some non-digital users were still struggling to access paper parking permits and officers confirmed that they would encourage individuals to get in touch with the Council about these problems. It was noted that the Council recorded customer services calls so problems raised in calls could be reviewed. Officers were also asking that the Parking User Group to undertake additional work around the customer portal. It was also confirmed that call volume regarding parking permits had begun to fall suggesting less individuals accessing these permits were still having issues.

The Executive Member considered the recommendations outlined in the report and agreed with these recommendations.

Resolved:

                      i.         Noted the response to the scrutiny recommendations detailed within paragraph 25 of this report;

                     ii.         Noted that the council’s use of digital services is to

ensure that the customer centre resources can be

targeted at those customers who need the most support;

                    iii.        Noted that non digital customers can access paper visitor permits through the customer centre;

                   iv.        Noted a parking user group has been set up and the first meeting has occurred;

                     v.        Noted that a new version of the customer parking  portal will go live in the summer;

                   vi.        The parking user group be requested to undertake some early testing of the customer portal of the new system before it goes live to the public.

                  vii.        Requested that the parking user group reviews the customer journey for non-digital customers of the new system particularly around visitor vouchers.

                 viii.        Recommendations from the user group will be reported to a future Executive Member Decision Session taking into account any budgetary implications of the recommendations.

                   ix.        Noted the lesson learnt of the need for early engagement and lessons learnt.

Reason:     To respond to the recommendations of the Economy

and Place Scrutiny Committee to ensure lessons are learned to improve the approach to parking for customers and residents.