Issue - meetings

(a)       That the Committee support the approach to implementing both the Digital Strategy and Customer Strategy through a priority and focus on improving services for ‘Digital Customers’ as outlined within the report; and

(b)       That the comments around how the use of the Customer Account could be maximised, be noted.

The Chief Officer (Governance) advised that the Council had agreed a strategic approach to developing Customer Services and enhancing use of Digital Technology.  He introduced the report to outline the approach to delivering these strategies which focused on enabling customers to contact the Authority and use its services, where appropriate, through the use of digital technology.

The Chief Officer provided background information and referred to the main considerations, as detailed in the report.  He gave a presentation which covered the following main points: 

·         the benefits of a ‘digital customer’ focus

·         preview of the  customer portal

·         developing the payment portal

·         developing Live Chat

·         key decisions – early 2018

·         approach to efficiencies

·         resourcing

·         our approach

·         outline action plan

Councillor Marion Bateman asked if other authorities might be interested in purchasing the software produced by the Authority with backup support.  The IT Business Services Manager, advised that a number of authorities already had the digital technology to deliver services and explained that the Council was currently investing in developing online security.

Councillor Paul Shotton commented on the need for training on the use of the customer portal and asked if all Members could be invited, in small groups, to a demonstration on how the portal worked.  He said it was important for people who may not have access to information technology to have telephone access and cited elderly people as an example.  The IT Business Services Manager, acknowledged the point made and explained that work was being undertaken to inform residents in care homes of the services available. 

Councillor Tudor Jones commented on the need for ’good’ internet connection to be available in all areas and cited the lack of provision in some rural areas as an example.  He put forward a number of suggestions which could be linked into the customer portal and referred to information on public transport services as an example.  Councillor Jones also asked if a link could be provided to signpost customers to local town or community councils.   

The Chief Officer explained that improving connectivity was a target in the Digital Strategy and a key consideration in promoting economic growth in Flintshire.   He referred to the North Wales Economic Ambition Board’s bid to the UK national government for Full Local Fibre funding of £200m which would primarily benefit businesses in the region but also improve access for residents. 

Councillor Ian Dunbar commented on the need to provide face-to-face contact for people who wanted this and spoke of the valuable services provided by local Connect Centres.  In response to a query from Councillor Dunbar regarding online payment services the Chief Officer advised that it was intended to increase the range of services that residents could pay for online.  He spoke of the advantages and cost savings to be achieved through direct payments.

Councillor Brian Lloyd expressed concerns that the introduction of the digital customer portal might result in closure of the Connect Centres.  The Chief Officer gave an assurance that the portal was not intended to replace the services  ...  view the full minutes text for item 5