Decision details

Bi-borough Customer Access Programme - resourcing request

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes

Purpose:

To agree funding to establish a programme team to design and implement a bi-borough customer access programme which includes creating a bi-borough customer services function (part of the Tri-borough Corporate Services portfolio) and to drive digital service delivery. The development of digital services and efforts to drive channel shift and digital adoption will underpin how we will continue to deliver high quality services whilst reducing costs.

Decision:

That approval be given to funding of £160,000 (LBHF) from the Efficiency Projects Reserve and £115,000 (RBKC) from the Transformation Reserve to resource a Bi-borough Customer Access Programme that aims to deliver £475,500 (LBHF) and £427,500 (RBKC) recurrent savings (i.e. savings from annual running costs) from April 2015; and to note that as the programme becomes more defined it will identify further significant savings from Bi/Tri-borough working, from better demand management and from robust, cost effective digital service delivery (an overview of the resource requirement is outlined in Appendices A and B.)

 

Report author: Yo Fung

Publication date: 29/04/2014

Date of decision: 28/04/2014

Decided at meeting: 28/04/2014 - Cabinet

Effective from: 06/05/2014

Accompanying Documents: