Agenda item

To receive a report from the Corporate Manager for People, Governance and Waste.

The Group had before it a report* from the Corporate Manager for Digital Transformation which provided Members with the revised Communication and Engagement Strategy and accompanying Media and Social Media Policy. 

The contents of the report were outlined with reference to the following:

·       These policies were reviewed every 2 years.

·       There were no substantive changes to the document or to the approach.

·       Recently completed another customer survey with an aim to engage with customers on the Customer Relationship Management (CRM) in June 2023.  An analysis of the results of this survey were ongoing.

The following was discussed by the Committee:

·       The Corporate Manager for Digital Transformation and Customer Engagement would provide a written response regarding the amount of residents who had asked for more than 1 bin.

• The Committee were concerned for elderly people that don’t have access to on-line facilities or those that are uncomfortable with payment for services over the telephone using their bank card.  The Corporate Manager for Digital Transformation and Customer Engagement advised that residents could pay with their cards within Phoenix House, Tiverton.

·       Whether the payment method for larger waste removals could be managed differently was raised by the Committee. It was advised by the Corporate Manager for Digital Transformation and Customer Engagement that the context of this question was more appropriate for the Waste Service.

·       The possibility of staggered opening times for Reception was raised, to which the Chair noted that this would likely be for the new Administration to discuss.

·       The reputation of the Council was raised and further clarification was sought on the Council’s responses to news articles that made reference to Council decisions. The Corporate Manager for Digital Transformation and Customer Engagement advised that officers always remained politically neutral and would always liaise with the Cabinet Member or the Portfolio Holder where necessary.

·       The Committee suggested that Members be reminded of the policies set out in the Social Media Guidelines outlined on pages 32/33 which included: Dignity at Work; Single Equality Scheme; Member Code of Conduct; Officer Code of Conduct and the MDDC Safeguarding Policy.

·       The Committee were concerned about the level of communication and engagement. The Corporate Manager for Digital Transformation and Customer Engagement advised that better communication and engagement would be addressed as the Customer Service System was due to be replaced.  This would bring a more efficient service as it would keep our customers up to date with tracking.  It would also enable us to communicate with customers to keep them aware of progress.  Attempts were also made to engage with customers by carrying out customer surveys.

·       It was raised that on Page 18, paragraph 10.0 a typo needed to be corrected, from “plan” to “plain”.

·        A concern was raised by Committee regarding the CRM system as it would only be as good as the inputted data. In addition, there was a need to ensure that new Members and Officers were made clear when they come on board to avoid a duplication of work.

RESOLVED to RECOMMEND to the Cabinet that the content of the revised Communication and Engagement Strategy and the Media and Social Media Policy be approved.

(Moved by the Chair).

Reason for the decision: As set out in the report.

Notes: * Report previously circulated.