Decision Maker: Cabinet
Decision status: Recommendations Approved
Is Key decision?: Yes
Is subject to call in?: Yes
Digital transformation programme for how
residents and businesses contact and access the Council
1. Approves the detailed business case and delivery plan attached in Appendix 1 for the Resident Experience and Access programme to move from the planning to the delivery stage and complete all further design work required.
2. Approves the core associated principles that underpin the intended future operating model of service delivery that will be rigorously pursued on a corporate basis and through co-production with a representative range of residents.
3. Approves in principle investment of up to £3.6m plus £0.4m contingency from one-off council reserves (up to £4.0m in total), delegating the draw-down of the reserve in line with the programme tranches, to the Director of Finance and the Senior Responsible Officer for the programme, in consultation with the Cabinet Member for Finance and Commercial Services and the Cabinet Member for Public Services Reform.
4. Notes the risk management arrangements put in place for this programme to provide reassurance for the effective use of the programme’s resources and successful delivery of significantly improved services for all its customers at a lower ongoing cost.
Report author: Martin Calleja
Publication date: 13/10/2020
Date of decision: 12/10/2020
Decided at meeting: 12/10/2020 - Cabinet
Effective from: 16/10/2020