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Details

Status:
Implemented
Title:
Customer Service Programme – Next Phase
Include item on Forward Plan/ Key Decision
Yes
Reference:
010705/2022
Urgent Decision - Not in Forward Plan
No
Details for Agenda Sheet
Director, Digital and Customer Services 
Implementation Date (not before meeting on)
Tue 13 Dec 2022
Purpose
The Council's new Customer Service Strategy was approved by Cabinet in December 2021 and the Customer Service programme was created to deliver the strategy, to ensure the Council is a truly customer centric organisation. This report will update Cabinet in the first year of the programme and outline the subsequent work the programme needs to the deliver.
Key Portfolio
Deputy Leader
Decision Maker
Chief Officer Decision Maker
Reason For Key Decision
Key Cabinet decision as the approximate £ 4.1m capital spend will have a significant effect on more than Ward.
Relevant Documents

Customer Service Programme Scope for YR2

Forecasted budget profile for YR 2-4 of the Customer Service Programme
Decision Type:
Committee
Decision Maker:
Cabinet
Directorate
Digital and Customer Services
Other Information
Private Reason
N/A
Decision Outcome

On 13 December 2022, Cabinet:-

 

  1. Noted the progress made by the Customer Service Programme to date since approval of the Enhanced Business Case in December 2021 (Table 2 to the report);

     

  2. Approved the Customer Service Programme Phase 2, as defined in the report to ensure a joined-up and consistent approach to best-in-class service delivery across the Council and partner organisations, putting the customer at the heart of everything we do;

     

  3. Approved the forecast resource budget profile (Appendix A to the report) to invest reserves of £4.2m to deliver the Customer Service Programme Phase 2 to start in April 2023 until March 2025 as a drawdown of the already approved investment funds for Customer Service activity.

 

THE DEADLINE FOR CALL IN IS 1600 HOURS ON MONDAY 19 DECEMBER 2022.

Is the Decision Maker Aware of the Decision:
No
Is the Head of Services Aware of the Decision:
No
Is Decision County Wide:
No
Would the recommended decision be contrary to the budget and policy framework:
No
Decision Options:

Additional Information

Reg 10
Reg 11

Decision Criteria

This Decision does not contain any decision criteria records.

Wards

Acocks Green; Allens Cross; Alum Rock; Aston; Balsall Heath West; Bartley Green; Billesley; Birchfield; Bordesely & Highgate; Bordesely Green; Bournbrook & Selly Park; Bournville & Cotteridge; Brandwood & Kings Heath; Bromford & Hodge Hill; Castle Vale; Druids Heath & Monyhull; Edgbaston; Erdington; Frankley Great Park; Garretts Green; Glebe Farm & Tile Cross; Gravelly Hill; Hall Green North; Hall Green South; Handsworth; Handsworth Wood; Harborne; Heartlands; Highter's Heath; Holyhead; Kings Norton North; Kings Norton South; Kingstanding; Ladywood; Longbridge & West Heath; Lozells; Moseley; Nechells; Newtown; North Edgbaston; Northfield; Oscott; Perry Barr; Perry Common; Pype Hayes; Quinton; Rubery & Rednall; Shard End; Sheldon; Small Heath; Soho & Jewellery Quarter; South Yardley; Sparkbrook & Balsall Heath East; Sparkhill; Stirchley; Stockland Green; Sutton Four Oaks; Sutton Mere Green; Sutton Reddicap; Sutton Roughley; Sutton Trinity; Sutton Vesey; Sutton Walmley & Minworth; Sutton Wylde Green; Tyseley & Hay Mills; Ward End; Weoley & Selly Oak; Yardley East; Yardley West & Stechford

Topics

This Decision does not contain any Topic records

Overview and Scrutiny

This Decision does not contain any Overview and Scrutiny records.

This section displays the history of the Decision.

Decision History

Date & Time CreatedUser Full NameStatus DescriptionDetails
12345678
 Page 1 of 8, items 1 to 10 of 78.
17/10/2022 17:02:53Freya LaneBusiness Item Created 
17/10/2022 17:02:53Freya LaneCommittee AddedCabinet
17/10/2022 17:02:53Freya LaneMeeting Added13/12/2022 10:00AM
17/10/2022 17:03:06Freya LaneStatus ChangedDecision Scheduled [1]
02/12/2022 17:27:24Freya LaneReport AddedDocument ID 219543: Customer Service Programme Phase 2 Cabinet Report
02/12/2022 17:28:54Freya LaneReport AddedDocument ID 219544: Customer Service Programme Phase 2 Cabinet Report
02/12/2022 17:32:55Freya LaneWard AddedAcocks Green
02/12/2022 17:32:55Freya LaneWard AddedAllens Cross
02/12/2022 17:32:55Freya LaneWard AddedAlum Rock
02/12/2022 17:32:55Freya LaneWard AddedAston

Approval/Comments

No history found.