Agenda item

(a)       That the Committee supports the proposed digital strategy before its adoption by Cabinet; and

(b)       That the Committee will retain Overview & Scrutiny responsibility for the Digital Strategy, pending a decision after the Election about the most appropriate committee.

The Chief Officer (Governance) introduced the proposed Digital Strategy 2017-22 which replaced the existing IT Strategy and incorporated all of the Council’s strategic aims for the IT service.

The six themes of the Strategy comprised four relating to front-line services and two directly linked to IT services which had been developed to support the Council’s Improvement Priorities.  The proposed delivery of ‘digital first’ services would maximise opportunities to access a range of Council services electronically to meet customer expectations - an approach already demonstrated by some other councils and across the private sector.  The Strategy also reflected feedback from the recent Member workshop.  A detailed action plan would monitor progress of the delivery of high-level actions and it was suggested that this be reported through the Organisational Change Overview & Scrutiny Committee as the most appropriate forum.

In response to comments from Councillor Ian Smith on ‘digital first’, the Chief Officer said that 89% of the adult population in the UK were able to access the internet with the majority doing so on a daily basis.  By delivering services in this way, other councils had been able to free up resources to provide alternative support to individuals who were unable to access the internet.  The Service Manager (Customer Support) and Customer Service & Registration Manager explained that dealing with digital exclusion formed part of the Strategy and they highlighted the range of support available to customers at Flintshire Connects offices and libraries to access online services.  The Chief Executive acknowledged that some individuals may opt to use traditional methods of communication such as telephone, face-to-face or post, which would continue to remain available.  However, the shift in recent years to maximise online opportunities meant that more options needed to be explored.

Councillor Aaron Shotton clarified the aim to extend online services for all residents who chose to use this method whilst ensuring that others were not disadvantaged.  He went on to refer to the Council’s role in the Universal Credit rollout pilot and the need to move forward and meet customer expectations whilst generating efficiencies.

The Chief Officer said that whilst the ‘Digital business and community’ theme comprised a number of supportive actions, the wider Strategy sought to ensure that no-one was excluded with additional help available and savings used to deliver alternative means of accessing services.

Councillor Paul Shotton acknowledged the assistance available at Flintshire Connects and stressed the importance of customer feedback in moving forward.

Councillor Robin Guest spoke in support of the report on the basis that customers were made aware of all options available to them.  On the suggestion for the topic to be under the remit of the Organisational Change Overview & Scrutiny Committee, he asked whether officer responsibility for the Strategy would transfer accordingly.  It was confirmed that the Chief Officer (Governance) would remain the lead officer for the Strategy which included a range of actions to be taken forward across a number of portfolio areas.  Councillor Aaron Shotton referred to the development of the Strategy, with involvement by all Chief Officers, and to include wider ICT opportunities to support economic development and lobbying for improved broadband services.

The Chairman and Councillor Richard Jones both spoke in support of the Committee retaining responsibility for monitoring progress of the Strategy.  Members agreed with the suggestion by officers that this decision be left until the new Terms of Reference were agreed at the start of the new Council term.

Councillor Jones pointed out that the remaining 11% of adults who did not use the internet included the most vulnerable residents, for whom face-to-face contact with the Council may be vital.  Councillor Nigel Steele-Mortimer also raised concerns if services were to become fully digital.   The Customer Service & Registration Manager spoke about the sensitive approach to services such as registration and blue badges, and the gathering of feedback from Members and customers on priority areas.  The Chief Officer highlighted the importance of links between the Digital Strategy and Customer Service Strategy to deliver services in accessible ways to the customer using a collective approach across the Council.

On the action to seek to improved broadband speeds in the county, Councillor Marion Bateman asked whether areas of poor coverage would be prioritised.  The Chief Officer said that progress in working with BT and Welsh Government to make improvements across the county would be tracked in the action plan.  The Chief Executive said that whilst progress had been made on prioritising urban and business areas, some other areas remained a challenge.  He suggested that the new regional Director of BT, Alwen Williams, be invited to a future meeting of the Committee to provide an update on the broadband programme.

Councillor Andy Dunbobbin spoke in support of the report and asked about the use of outdated iPads and the potential for enhancing young people’s access to the internet to improve education.  The Chief Officer provided explanation on the programme for the replacement of IT infrastructure and investment in schools, whilst the Strategy included investment in skills to support digital use.  He also advised on the process in place for dealing with Council iPads reaching the end of their life.

Concerns were raised by Councillor Arnold Woolley on IT security, in particular for online payments, and the importance of safeguarding both the customer and the Council.  The Chief Officer explained that rigorous checks were undertaken on security levels through the ‘Public Sector Network’.  He gave assurance that stringent policies were in place to provide security on emails and payment transactions.

In response to comments from the Chairman, the Customer Service & Registration Manager explained about the acknowledgement of enquiries made on the website and progress monitoring of actions available on the mobile app.

The Chief Executive advised that the comments made by the Committee would be reflected when the report was presented to Cabinet.

RESOLVED:

(a)       That the Committee supports the proposed digital strategy before its adoption by Cabinet; and

(b)       That the Committee will retain Overview & Scrutiny responsibility for the Digital Strategy, pending a decision after the Election about the most appropriate committee.