Issue - meetings

To consider the report of the Director, Jo Yelland.

Agreed:

RECOMMENDED that Council:-

(1)  approves the adoption of the Digital Customer Strategy 2023-2025 together with the intended outcomes and priority actions proposed; and

(2)  notes that a detailed delivery plan will be produced to enable the Council to monitor progress towards the achievement of the ten goals set out in the Strategy. The implementation plan is likely to require additional resources and would be brought back through the Council’s governance process in 2024.

Reason for Decision: As set out in the report.

The Executive received the report on the draft Digital Customer Strategy 2023-2025, which explained its importance for the Council and provided feedback on the public consultation that took place between July and September 2023. The report also provided insights from independent research on how well the Council understood and met the needs of its customers including those facing digital exclusion.

The Director presented the report and made particular reference to:-

·         the Digital Customer Strategy set out the Council’s vision in putting the customer first by improving the customer experience and meeting customer needs through the improvement to services;

·         the public consultation had received very positive feedback, which included an online survey and supported by proactive work from a range of Voluntary, Community and Social Enterprises (VCSE) partners who had engaged with their clients on the themes of the strategy;

·         information had also been made available in libraries across the city to attain the views of those who aren't already digitally engaged with the Council;

·         work had been commissioned by Red Quadrant, on digital inclusion in the city to identify areas where people were already facing potential digital exclusion; and

·         the Council would continue to work proactively with its partners to reduce digital exclusion in the communities identified as the most vulnerable in the city.

Members noted the detailed analysis outlined in the report on the customer experience and the large volume of work that was underway on developing an action plan to address issues raised and implement required improvements. A detailed implementation plan setting out delivery expectations and any additional resources would accompany the action plan in early 2024.

Councillor M. Mitchell, as an opposition group leader, spoke on this item and suggested lowering the level of jargon to provide a better understanding of the content. He also suggested a briefing for all Members to attend, to provide further understanding on the strategy and address any likely impacts on customers.

Councillor Moore, as an opposition group leader, spoke on this item and raised the following points:-

·         the Strategy showed that areas of digital exclusion were correlated in high deprivation areas and referred to the importance of understanding the extent of digital inequality and the impact on Council services. Should the Council be asking what the impact of inequality on people’s lives was, and how the Council could support people in order to reduce demand on its services?

·         the digital inclusion work being delivered through the Council’s Community Grants Programme was a concern, in respect of the work with Wellbeing Exeter, and given that the Grants Programme had been cancelled and Wellbeing Exeter funding was coming to an end, how would this be delivered?

·         on what basis had the Director decided that there was no direct carbon or environmental implications in the recommendations, and could the analysis that led to this conclusion be made available and, did Strata data services run on 100% renewable energy?

·         the checking and monitoring of progress was welcomed, but there were no scheduled reporting dates or  ...  view the full minutes text for item 103