Issue - meetings

Resident Services Programme

Meeting: 21/03/2024 - Executive (Item 16)

16 Resident Services Programme EXE24-022 pdf icon PDF 160 KB

Reporting Person – Kevin Foster

Additional documents:


The Executive received a report which provided a summary of the Resident Services Programme and which sought approval to proposed investment in the Council’s critical service areas.  The proposals represented the Council’s commitment to becoming a focused Council delivering services to residents and businesses, and the Programme would become a key driving force behind the Organisation and Service Redesign Theme of the IRP.  Councillor Roberts, Portfolio Holder, advised that the Programme would deliver an improved experience to residents and reduce operational costs.  The report set out proposals regarding web publishing, telephony, and customer facing platform.

Following a question regarding accessibility in respect to web publishing, it was confirmed that international Web Content Accessibility Guidelines (WCAG) would be followed.  Translation of webpages was raised.  It was hoped that improved online access to services would allow Officers more capacity to deal with customers who could not access services online or needed additional help and support.  It was noted that currently, 55% of contacts were via telephone and 45% were online, mainly via email.

The Executive welcomed the proposals which represented a positive move forward and would transform services for residents.


That  (i)    the Programme Workbook, attached at Appendix 1 to the report, be agreed, with explicit reference to the Capital Receipts budget approved for Resident Services Programme, of £700,000 capital in 2024/25 - 2025/26, to replace the current technology underpinning the web publishing platform,; upgrade telephony and contact centre offer; and upgrade the customer facing platforms, as outlined in the Resident Services Programme Workbook; and

          (ii)   to note the additional £350k revenue to deliver the aims of the Workbook - £175,000 from Flexible Use of Capital Receipts, £175,000 from ICT Revenue budget over the period 2024/25 - 2025/26 as outlined in the Workbook.

Reason:   To ensure WBC has the technology, design and delivery infrastructure and capability in order to upgrade and maintain effective resident services.