Agenda item

Consideration was given to a report of the Customer Development Manager which provided an update on the:

· Programme overview

· Programme priority areas

· Achievements and benefits to date

· Member engagement

· Next steps

The Board was informed that the Resident First Programme, also known as Digital by Design, was part of Oldham’s co-operative approach to making access to services easy and efficient, by enabling more residents to

self-serve, whilst continuing to support those who needed it.

The programme design principles included:

· Increasing efficiency

· Digital First

· Thinking like a service user

· Improving Digital Inclusion

· Data to Intelligence.

The Board was informed that Phase 1 and Phase 2 of the programme were now complete. The initial investment in the programme concentrated on improving and increasing the services accessed online. Phase 1 delivered some quick wins in a number of service areas based on service and political priorities, including a re-launched website which created a solid

foundation for self-service.

Phase 2 had concentrated on creating re-usable modular digital components that could be rolled out across the organisation (e.g. online form integrations, bookings and payments). This would increase efficiency and avoid the need to reinvent the wheel.

Following the programme’s work the channel shift statistics were encouraging,

showing an overall 10% increase in online activity and a 7% decrease in telephone contact. In the services worked with, there was on average a 20% drop in calls and a 27% increase in online activity. Customer satisfaction in those service had also been positive, from residents, members and

staff alike.

The Board was informed that there was still much more to do. In order to

ensure the increasing service demand, rising resident expectations in user experience and advancements in technology were met, the programme was moving into phase 3. This would explicitly focus on deep re-design of services that exploited technology, used automation and reduced service costs.

Phase 3 would look to be more fundamental in changing our delivery models to transform from a mainly mediated customer service offer to a predominantly self service one. Whilst improving the self serve offer it would be ensured that the mediated offer remained resilient to improve access for all, paying particular attention to those who could not self serve online.

The Board was informed the programme must also contribute to the Council’s financial challenges and had a £2m savings target to achieve by 2020/21.

Members asked for and received clarification on the following:-

·       Could the systems be accessed through libraries – it was confirmed that libraries could provide computers and support to enable access. Work was ongoing around social inclusion and supporting those who could not access Council systems on their own.

·       Reduction of use of paper across the Council – Sharepoint, which allowed files to be used across activities was being trialled. Equipping officers with technology would reduce the need for paper.

·       Could local Councillors access what had been reported and repaired in relation to potholes – this suggestion would be taken back for consideration. It was also necessary for caseworkers to have access.

·       Performance indicators – the contact centre currently measures call length and the service was looking to measure the conversion rate of calls to online contact.

RESOLVED that:

1.     The progress made in Phase 2 and the priority areas for Phase 3 be noted.

2.     That an update be provided in 12 months’ time.