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The decisions as the council's minutes record them. A plain-language summary follows once it has been written.
AGREED – That the work programme be agreed as attached at appendix 1 to the report COGC/28/23s subject to the aforementioned amendments.
AGREED - i. That a report seeking the views of Committee on the proposals for the refresh of the next ICT and Digital Strategy 2024-2027 be submitted for consideration in the summer (this has been scheduled for the meeting on 20th July). ii. That the above report include a discussion paper on measures to promote digital inclusion. iii. To recommend to the Chief Officer Governance & Customer that a ‘how to’ video be developed to support and encourage more customers to sign up to the Council’s My Account. iv. That a progress report on the delivery of the final year of the ICT & Digital Strategy be submitted to Committee sometime in the autumn.
AGREED:- i. That a progress report on the development of Phase 2 of the Contact Wrexham Project be submitted to Committee in September 2023, to include feedback from the customer access survey and to inform future plans. ii. To recommend to all Members that they visit the relocated Contact Wrexham based at Wrexham Library. iii. To recommend to the Chair of Employment, Business & Investment Scrutiny Committee that digital inclusion is incorporated into the Committee’s consideration of anti-poverty.
Apologies for absence were submitted on behalf of Councillors Graham Rogers and Jerry Wellens. The Vice Chair (Councillor Frank Hemmings) Chaired the meeting.
AGREED – To sign as a correct record the minutes of the meeting held on 16 February 2023.
Decision as recorded
AGREED – That the work programme be agreed as attached at appendix 1 to the report COGC/28/23s subject to the aforementioned amendments.
The Chief Officer Governance and Customer submitted a report COGC/28/23s submitted a report allowing Members to consider the work programme of the Customers, Performance, Resources & Governance Scrutiny Committee as attached at Appendix 1 to the report. The following amendments were put forward – · ‘Compliance with Welsh Language Standards’ – Information to be circulated to Members of the Committee in June. Members to highlight any areas of concern for consideration at a future meeting. · ‘Office Accommodation Review – to be considered at April 2023 meeting - visit to Lambpit Street to take place at 1.45pm, prior to the meeting. · The first meeting of the Council Owned Farms and Land Task & Finish Group to be held on 30 March 2023 at 10am. AGREED – That the work programme be agreed as attached at appendix 1 to the report COGC/28/23s subject to the aforementioned amendments.
Decision as recorded
AGREED - i. That a report seeking the views of Committee on the proposals for the refresh of the next ICT and Digital Strategy 2024-2027 be submitted for consideration in the summer (this has been scheduled for the meeting on 20th July). ii. That the above report include a discussion paper on measures to promote digital inclusion. iii. To recommend to the Chief Officer Governance & Customer that a ‘how to’ video be developed to support and encourage more customers to sign up to the Council’s My Account. iv. That a progress report on the delivery of the final year of the ICT & Digital Strategy be submitted to Committee sometime in the autumn.
The Lead Member Corporate Services submitted a report COGC/22/23 which summarised the progress of the ICT & Digital Strategy 2020-23 following completion of the second year. The Lead Member introduced the report and responded to questions accordingly, with input from both the Head of Service, Digital and Systems Manager, Finance and ICT. During discussion of the report, the following points were noted, in particular: · Recognition of the positive customer feedback received in respect of the MyAccount portal. It was noted that 95% customers stated that they were satisfied with the service. It was further noted that 76% households used the MyAccount portal. · Whilst it was not mandatory to use the MyAccount portal it was noted that the notifications to customers was one of the benefits it provided. · The MyAccount service allowed customers to access and monitor many Council services including bin collection day reminders and Council tax etc. · Whilst it was positive that many Councillors were using the MyAccount portal, the Head of Digital advised that Councillors should encourage constituents to access the service directly in order that they could track their progress individually. · Recognition that whilst ‘how to use’ videos had been available when the MyAccount was first launched, it may be timely to issue a reminder. · The need to consider a more diverse way of promoting the My Account portal to potential service users. · It was noted that Welsh telephone lines were now fully staffed. · Work was currently ongoing with Power BI software tool and Data Cymru to create a dashboard of all Council data which would enable officers to establish patterns and improve access to digital services. · The MyAccount service offered the customer many benefits and also freed up phone lines thus reducing waiting times for those vulnerable customers with more complex needs. · Cyber security was an ongoing issue which was constantly changing and required the ICT department to remain reactive. It was important to retain a data driven set of services that improved the Councils ability to react to customer demand. Artificial Intelligence (AI) based technologies would be a key factor in this area going forward. AGREED - i. That a report seeking the views of Committee on the proposals for the refresh of the next ICT and Digital Strategy 2024-2027 be submitted for consideration in the summer (this has been scheduled for the meeting on 20th July). ii. That the above report include a discussion paper on measures to promote digital inclusion. iii. To recommend to the Chief Officer Governance & Customer that a ‘how to’ video be developed to support and encourage more customers to sign up to the Council’s My Account. iv. That a progress report on the delivery of the final year of the ICT & Digital Strategy be submitted to Committee sometime in the autumn.
Decision as recorded
AGREED:- i. That a progress report on the development of Phase 2 of the Contact Wrexham Project be submitted to Committee in September 2023, to include feedback from the customer access survey and to inform future plans. ii. To recommend to all Members that they visit the relocated Contact Wrexham based at Wrexham Library. iii. To recommend to the Chair of Employment, Business & Investment Scrutiny Committee that digital inclusion is incorporated into the Committee’s consideration of anti-poverty.
The Lead Member for Corporate Services submitted a report COGC/22/24 which provided an update on the current position of the Customer Services Review including the move of Contact Wrexham to Wrexham Library. The Chair made reference to the visit to the relocated Contact Wrexham which had taken place immediately prior to the meeting and stated that Members were very impressed with the new layout and the welcoming and open environment of the new location at Wrexham Library. The Lead Member introduced the report and responded to questions accordingly thereafter with input from the Head of Digital. During discussion of the report, the following points were noted, in particular: · Acknowledgment that due to the nature of the review and in recognition of ongoing updates and improvements in technology some tasks would remain ongoing. · Staff feedback on the new Cloud Contact Centre which supported agile working had been positive. The new system provided more functionality than the previous telephone system. For example, staff had been able to work from home during the period of heavy snow and services had been able to continue. The new system had enabled staff to deliver a much more consistent service. · Phase 2 of the Customer Services Review, offering an outreach service to other libraries or community resources across the County Borough on specific days, was currently at the planning stage and an on-line customer access survey would be available in the near future, along with face to face consultation opportunities. It was noted that community partners would also form an important part of the consultation process. · It was important to ensure that the appropriate level of demand was met and proper support provided to customers. · The need to explore the use of other community facilities as part of the proposed outreach service. · A request was made for previous quarterly Customer Access Standards scorecard data circulation. AGREED:- i. That a progress report on the development of Phase 2 of the Contact Wrexham Project be submitted to Committee in September 2023, to include feedback from the customer access survey and to inform future plans. ii. To recommend to all Members that they visit the relocated Contact Wrexham based at Wrexham Library. iii. To recommend to the Chair of Employment, Business & Investment Scrutiny Committee that digital inclusion is incorporated into the Committee’s consideration of anti-poverty.
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