Agenda item

Update on the Customer Programme

To receive a report and a presentation from the Executive Director – Corporate, Customer and Community Services (copy enclosed).



Members received a report and presentation from the Assistant Director – Customer and Community Services providing an update on delivery of the Customer Programme.


Members were informed that significant progress had been made in the last 2 years to deliver on the aspirations in the strategy.  The Assistant Director – Customer and Community Services outlined the deliberate focus over the past 19 months on delivering improvements to the customer experience through an increased use of digital technology and the service centre.  The presentation focussed on the integration of the Highways Hotline and Registration Service into the service centre, the completion of Purchase to Pay Automation and work being carried out in various directorates to move parts of the customer journey into the service centre.  Members had visited the service centre and were impressed with the service operation and the enthusiasm of staff.


A slide demonstrating the complexity of the mapping process to achieve a tailor made “end to end” system was demonstrated to Members.  The Assistant Director – Customer and Community Services explained the various stages in the work stream process.  Members were informed of the work taking place with Senior Managers in various directorates to work on practice and culture.  In answer to a question on customers not having access to computers, the Assistant Director – Customer and Community Services Officers confirmed future work would include improved access on mobile phones and through the use of social media - facebook, twitter.  A member asked about the development of a business specification for IT systems and that members should have sight and input in to this.  Officers welcomed this.  It was agreed that a larger copy of slides 30 and 32 be circulated to members.


The discussion then focussed on the People directorate and the work taking place in relation to the Customer Programme.  The Assistant Director – (Deputy DAS) reported on the reshaping of Adult Social Care and the timeline for implementation.  The successful piloting of the redesigned “front door” approach at the Kendal office, staff retention, placement and recruitment was discussed.  The correct triaging of calls was imperative to streamlining the process and members highlighted the aspiration to incorporate Single Points of Access (SPAs) into the service centre.


Members were assured of officers’ commitment to continue to drive the customer programme work forward, not only to achieve savings, but to ensure the best outcome for residents.  Officers acknowledged that, in some instances, a cultural change was needed and engagement with staff was key to achieve this. 


Members stressed the importance of having IT systems in place, not only for internal use, but to deliver pathways to outside organisations such as the NHS.  Officers confirmed joint working with NHS colleagues was currently taking place to enable this.  Receiving and inputting the correct data from outside organisations was also discussed by members.


To conclude, the Assistant Director – Customer and Community acknowledged that work was necessary to update the County Council’s website and more resource would be needed to this.


The officers were thanked for their informative presentation.




(1)  the presentation be noted;


(2)  copies of slides 30 and 32 be circulated to members.


Supporting documents: