Issue - meetings

To consider the report of the Strategic Director for People and Communities.

Agreed:

RESOLVED that the report was noted.

Reason for Decision: As set out in the report.

The Executive received the report on the update and progress to date of the Digital Customer Strategy. The strategy was vital for delivering Member aspirations for customer-focused services, emphasising the importance of a culture of excellent customer and digital service, digital equality, and efficient processes.

Members received a presentation (appended to the minutes), and particular points discussed included:

·         the Digital Customer Strategy (DCS) was adopted in December 2023, and focussed on user experience, customer-focused services, digital equality, and efficient processes;

·         pre-adoption work included providing a gateway for non-standard service requests, improvements to the ‘contact us’ form on the council website, the rollout of Microsoft 365, reduction of mailbox sizes, and audits on digital equality and data use;

·         there were 10 DCS goals which included outcomes and priority actions;

·         the formation of dedicated teams within the People and Community Directorate, with additional staff recruited in Spring 2025;

·         the Council adopted the Strata Business Plan 2024-2025 which supported delivery of the DCS in a number of ways including:; the rollout of a new end-user computer, replacing Skype with Teams, a new customer relationship management platform, Enterprise Middleware Architecture for data integration, replacing the intranet and document management systems with SharePoint and bookings/notifications for customer updates and reminders;

·         the MyExeter Platform was launched in January 2025 and provided joined-up channels for customer interactions. Garden waste services have been successfully piloted with waste management services to follow;

·         over 2,000 users have signed up to MyExeter providing positive feedback on the seamless user experience, and plans are under development to include a wide range of other services;

·         having central customer records allows officers to access personalised information, be able track customer interactions and make improvements in resolving enquiries;

·         all staff moved from Skype to Teams telephony in February 2025;

·         a new CX One Contact Centre Platform was procured in December 2024 and was scheduled to go live in Exeter in Spring 2025;

·         the CX One Contact Centre will allow better integration and communication channels, with AI virtual assistants also automating back-office processes.

·         a new Customer Charter was scheduled for 2025 and both customer and Councillor involvement will take place to craft the charter and set standards for   high-quality customer experiences;

·         having secure data measures was a priority for the Council and would involve regular audits completion of the cyber assessment framework, and rollout of cybersecurity training; and

·         the Council had made a significant capital investment to enable the delivery of the Digital Customer Strategy.

During the discussion, Executive Members raised the following points and questions:

·         would there be an App developed for residents to improve access to services?

·         mailbox sizes were affecting Councillors' ability to manage casework;

·         how would digital equality be put into practice?

·         had mobile phone access been given more priority due to the likelihood of more residents having one and had the system been designed around this?

·         there were some concerns about the phasing out of the global desktop for Members;

·         Member training for cybersecurity would be necessary going forward;

·         the update  ...  view the full minutes text for item 35