Issue - meetings

Arising from a briefing paper of the Head of Customer Services, the Scrutiny Committee had recommended that the means of contacting the authority be reviewed to avoid exclusion for those that could not use digital methods.

Arising from a briefing paper of the Head of Customer Services, the Scrutiny Committee had recommended that the means of contacting the authority be reviewed to avoid exclusion for those that could not use digital methods.

The Cabinet Member for Community Well-Being stated that the Council was continuing to be inclusive by providing services at Phoenix House, people could still come to the offices and use computers or talk to officers face to face and the call centre provided instruction and guidance over the phone; however the use of digital methods continued to be encouraged.

Consideration was given to:

·         The concerns of the Scrutiny Committee

·         Whether the Council were consulting with Age UK and the Citizens Advice Bureau

·         Poor broadband in the rural areas

·         Devon Home Choice bidding arrangements and the elderly or those without digital means.

It was therefore

RESOLVED that the concerns of the Scrutiny Committee be NOTED and that the Cabinet Member for Community Well-Being make contact with Age UK, the Citizens Advice Bureau and local Town and Parish Councils (via Parish Matters) to request their views with regard to the Council’s digital transformation programme.

(Proposed by Cllr C R Slade and seconded by Cllr N V Davey)

At the request of the Chairman the Head of Customer Services will update the Committee on how we are responding to Digital Transformation.

The Committee had before it and NOTED a report * from the Head of Customer Services updating them on how the Authority was responding to Digital Transformation.

The Officer outlined the work that had taken place since 2005 and explained that the project had evolved to include the introduction of efficiencies in working methods, in order to do more with less.

The Head of Communities and Governance explained that Parish Councils could use the authority’s website to host their own web pages; however following the recent upgrade these pages had not yet been updated.  The Officer explained that this was in hand, but that in the meantime Parish Councils would be complying with the Transparency Code if they published information to their own notice boards.  She further asked that Members that attend Parish Council meetings use this opportunity to remind Parish Councillors of the need to return their declaration of interest forms and to remind them of the need to notify her as Monitoring officer of any change to their circumstances.

It was AGREED that Members would receive a briefing at the next meeting of the Committee on Parish Councils and how they were supported.

Discussion took place regarding:

·         The equality impact of digital transformation and could everyone afford the necessary equipment. Members expressed concern that those that could not use technology could be disadvantaged.  The Head of Customer Services explained that although benefit applications were now all completed on line appointments were available for those that required help. She further explained that for many residents using a digital device to make contact with the authority was cheaper than attending in person. 

·         Local groups, such as Parish Councils, libraries, community shops and groups could act as community hubs for access to equipment and broadband;

·         The balance between what was most effective and efficient for the authority and what was most convenient for the customer;

·         Digital Transformation allowed for all types of access and customers could still call at the offices in person, contact by telephone or by post;

·         The need for people to be able to contact the authority at differing times of day;

·         The length of time for telephone calls to be answered during peak periods;

·         The possibility that Parish Councils could benefit from the use of surplus computer equipment.

It was RECOMMENDED to the Cabinet that means of contacting the authority be reviewed to avoid exclusion for those that could not use digital methods.

(Proposed by the Chairman and seconded by Cllr J Roach)

Note: - Report previously circulated and attached to Minutes.