Decision details

Proposed Remodelling of Brent Customer Services

Decision Maker: Cabinet

Decision status: For Determination

Is Key decision?: Yes

Is subject to call in?: No

Purpose:

To seek cabinet approval for a proposed re-modelling the services provided to residents by Brent Customer Services from 1 January 2018 so as to increase take up of digital/ on line access and support achievement of the Council’s Digital strategy

Decision:

RESOLVED:

19.1    The proposed remodelling of services provided by Brent Customer Services as piloted from June 2017 and detailed in paragraphs 4.2 to 4.6 of the Cabinet report, be approved.  The revised service model included:

 

- A move to an appointments only service for residents visiting the Customer Services Centre (CSC), with appointments only available for enquiries that cannot be resolved on line, except where the customer is identified as vulnerable and unable to use on-line facilities with assistance.

- A move to digital assistance for residents phoning Brent Customer Services except where the customer is identified as vulnerable and unable to use on-line facilities with assistance.

- Active promotion of digital channels with increased support available to customers who need assistance in using these, including assistance via webchat and floor walkers in the Customer Services Centre; and

 

19.2    Subject to resolution 19.1 above, the fact that the permanent shift to digital-based service delivery would become effective from December 2017 and the associated staffing and other arrangements would be managed between mid-November 2017 and April 2018, be noted.

Wards Affected: (All Wards);

Contact: Margaret Read, Director of Brent Customer Services Email: margaret.read@brent.gov.uk Tel: 020 8937 1521.

Report author: Margaret Read

Publication date: 14/11/2017

Date of decision: 13/11/2017

Decided at meeting: 13/11/2017 - Cabinet

Accompanying Documents: