Issue - meetings

This report sets out details of proposals to remodel access arrangements for services provided by Brent Customer Services, following a pilot of revised arrangements which commenced in June 2017. The changes directly support achievement of the new Digital Strategy launched in July 2017 and build on work that has taken place over the last two years to make it easier for residents to access services and information through digital channels.

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.

              Councillor Margaret McLennan, Deputy Leader of the Council, introduced the report setting out details of proposals to remodel access arrangements for services provided by Brent Customer Services, following a pilot of revised arrangements which commenced in June 2017.

              Councillor McLenann stated that changes directly support achievement of the new Digital Strategy launched in July 2017 and build on work that has taken place over the last two years to make it easier for residents to access services and information through digital channels. The Digital strategy forms part of Brent’s 2020 programme which aims to fundamentally reshape the nature of the Council’s role and relationship with service users, whilst better managing future demand and supporting individuals to become more resilient.

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.