Agenda item

A progress update on the transformation activity within the council, including the draft Customer Experience Strategy and draft Corporate Property Strategy.

Considered – A report of the Corporate Director for Resources providing a progress update on transformation activity within the council, with a particular focus on a draft Customer Experience Strategy and a draft Corporate Property Strategy

Brigette Giles, interim Assistant Director of Transformation introduced the new Assistant Director for Transformation – Amani Anderson Leefe, and provided a brief overview of a number of notable achievements across a range of service areas, as detailed in paragraph 3.11 of the report.

Members noted the cross cutting themes and the programmes in place to help the council achieve its Target Operating Model.  In particular they recognised that the Finance Programme was a key core cornerstone for the organisation.

It was confirmed that the council’s Transformation objectives would be reviewed in April 2026.

Attention moved to the draft Customer Experience Strategy and Members noted:

·        The initial lessons learnt

·        The need to retain telephone contact for customers, particularly for the elderly;

·        The need to share information with Councillors so that they may better assist and respond to inquiries from residents in their division. 

·        The focus on accessibility as part of drafting the Strategy

Members also noted the breakdown of the demographics of the Council’s customer base. In particular the data on earnings, suggested it would be useful to know the median figure.  They also welcomed:

·        The proposals around data collection at first point of contact

·        The planned collection of geographic data, recognising that an understanding of the engagement methods most used per locality would help in reducing barriers and encouraging the use of other methods where appropriate.

·        The move towards a new CRM platform, as it would allow Members to have a better understanding of all incoming customer contact.

·        Improved communications with Parish Councils and Town Councils as an aid to improving partnership working.

In response to Members’ questions on the draft Corporate Property Strategy, officers confirmed:

·        The Council now had a full understanding of its property portfolio

·        The Strategy would enable more timely decision making

·        A Corporate Property Board and two operational sub-groups were now in place, bringing all decision making under one Forum.  This would be reviewed in six months to ensure it is working well.

·        Savings achieved to date from property rationalisation were higher than expected

·        The Council would need to get smarter in using properties to the benefit of multiple services

·        There were more opportunities to explore to improve sustainability and support carbon reduction

Whilst they noted their broad support for both strategies, Members agreed that any new strategy should include dates of expected outcomes to enable progress to be monitored.  In response it was confirmed that a high level Transformation Plan was currently being mapped out and could be presented at the committee’s December 2025 meeting.

The Chair thanked officers for their latest transformation update, and it was

Resolved – That:

i.       The report be noted.

ii.     The December 2026 Transformation Update include the high level Transformation Plan currently being mapped out, and an update on Revenues & Benefits and the ongoing savings being achieved.