Issue - decisions

Matter for Decision:  

The report presented and recommended the approval of the Customer Access Strategy 2012 - 2015.

 

Decision of Executive Councillor for Customer Services and Resources:

Approved the Customer Access Strategy 2012 –2015 and accompanying action plan.

 

Reason for the Decision:

As set out in the Officer’s report.

 

Any Alternative Options Considered and Rejected:

Not applicable.

 

Scrutiny Considerations:

The Committee received a report from the Head of Customer Services regarding Customer Access Strategy 2012-2015.

 

Members suggested that the Customer Access Strategy could be seen as a success story. However, concerns were raised about equality issues. Members questioned how well the needs of disability groups and those without Internet access were being meet. The officer confirmed that a detailed equalities impact assessment had been carried out and that there was a commitment to maintain opportunities for face-to-face interactions. 

 

The Director of Customer and Community Services stated that foot-fall at the two area housing offices were being monitored to inform decision regarding future provision. Making better use of alternative locations, such as the kiosk at the Citizens Advice Bureau, were also under consideration. The kiosks currently only able to provide information and a pilot was planned for the near future on an interactive, self-help option.

 

The Committee resolved unanimously to endorse the recommendations.

 

The Executive Councillor approved the recommendation.

 

Conflicts of interest declared by the Executive Councillor (and any dispensations granted)

Not applicable.