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The decisions as the council's minutes record them. A plain-language summary follows once it has been written.
AGREED – (i) That the work programme as attached at Appendix 1 to the report COGC/108/24 be agreed; and (ii) Any specific areas of concern from the Annual Complaints Report recently circulated to Committee Members could be raised for discussion at a future meeting.
AGREED - (i) That the Committee congratulate the team on the progress being made; and (ii) That an annual report be scheduled for the meeting on 19th June 2025, to include · Examples from different departments on progress, lessons learned and how technology is assisting the workforce and public. · Analytics to understand email and telephony drop-out rates, at Contact Wrexham and within departments.
An apology for absence was submitted on behalf of Councillor Bryan Apsley.
AGREED – To sign as a correct record the minutes of the meeting held on 21 November 2024
Decision as recorded
AGREED – (i) That the work programme as attached at Appendix 1 to the report COGC/108/24 be agreed; and (ii) Any specific areas of concern from the Annual Complaints Report recently circulated to Committee Members could be raised for discussion at a future meeting.
The Chief Officer Governance and Customer submitted a report COGC/108/24 which allowed Members to consider the work programme of the Customers, Performance, Resources & Governance Scrutiny Committee attached at Appendix 1. The Scrutiny Facilitator referred the Committee to the changes that had been made to the work programme since the last meeting. AGREED – (i) That the work programme as attached at Appendix 1 to the report COGC/108/24 be agreed; and (ii) Any specific areas of concern from the Annual Complaints Report recently circulated to Committee Members could be raised for discussion at a future meeting.
Decision as recorded
AGREED - (i) That the Committee congratulate the team on the progress being made; and (ii) That an annual report be scheduled for the meeting on 19th June 2025, to include · Examples from different departments on progress, lessons learned and how technology is assisting the workforce and public. · Analytics to understand email and telephony drop-out rates, at Contact Wrexham and within departments.
The Lead Member Corporate Services submitted a report COGC/98/24 which provided Members with an initial update on progress of the ICT & Digital Strategy 2024-27. In introducing her report the Lead Member drew the Committee’s attention to the main points for consideration. Thereafter, with input from the relevant officers, she responded to Member questions accordingly. During the ensuing debate a number of issues were referred to, including: · The need to ensure that implemented systems were providing value for money. · Consideration around the level of first contact resolution experience for customers. · Query around the number of MyAccount users. · An increase in digital use meant that telephone enquires had decreased and resources could be prioritised for non digital users. · Confirmation that traditional ways of contact would remain in place i.e. telephony and face to face, for non-digital users. · Recognition that whilst Microsoft pilot was an exciting concept AI was still in the relatively early stages and was advancing all the time. · Security would remain the main focus. AGREED - (i) That the Committee congratulate the team on the progress being made; and (ii) That an annual report be scheduled for the meeting on 19th June 2025, to include · Examples from different departments on progress, lessons learned and how technology is assisting the workforce and public. · Analytics to understand email and telephony drop-out rates, at Contact Wrexham and within departments.
Councillors must say when they have a personal link to something being discussed, such as a job, a property or a family member. A prejudicial interest is one strong enough that the councillor usually leaves the room and takes no part.
Declarations are read from the minutes once they are published.
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