Decision details

Cabinet considered the report and RESOLVED to:

1)    approve the Customer Engagement Strategy to support the council’s Front Door Programme; and

2)    investigate the possibility of an incentivised scheme to encourage residents to make payments via direct debit.

It was recommended that Cabinet approved this strategy as a key enabler for the successful delivery of the council’s Front Door Programme which would change the way customers access council services in the future through either digital or self-serve methods.

If the council did not implement this strategy it could be detrimental to the delivery of the council’s Front Door Programme.  As part of the projects currently in progress and drafting of the associated Equality Impact Assessments, it had been identified that there were a number of groups of customers that needed to be supported in accessing services digitally or through alternative means. This strategy would therefore help support successful delivery of the Front Door Programme.

The council could have developed a strategy in isolation without consulting with relevant organisations, however it had been identified through the projects currently in progress and drafting of the associated Equality Impact Assessments, that there were a number of groups of customers that needed to be supported in accessing services digitally or through alternative means.

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