Agenda and minutes

An apology for absence was received from Councillor J Funnell.

Members are requested to declare the existence and nature of any disclosable pecuniary interests and/or other interests, not already on their register of interests, in any item on the agenda and withdraw from the meeting at the appropriate time.

Members were requested to declare the existence and nature of any disclosable pecuniary interest and/or other interest, not already on their register of interests, in any item on the agenda and withdraw from the meeting at the appropriate time.

There were no interests declared at this meeting.

To approve as a correct record and the Chair to sign the Minutes of the Organisation Scrutiny Committee held on 5 October 2021.

RESOLVED – That the Minutes of the previous meeting of the Organisation Scrutiny Committee held on the 5 October 2021 be approved as a correct record and signed by the Chair.

Interviews

·         Kristen O Gorman – Project and Development Manager

·         Rachael Pope – Customer Services Manager

·         Andrew Gascoigne – Revenues and Benefits Manager

·         Matt Finn – Environmental Health Manager

Members conducted a series of interviews with Heads of Service to assess the accessibility of the Council’s online services.

Interview One with the Projects & Development Manager

1. What progress has been made towards full digital services?

Committee heard that the Projects and Development Manager had worked alongside the Joint ICT Service to develop online forms, contact centre scripts and build websites. They had also supported all service areas with digital transformation.

Members heard that they had achieved their target goal of 50% digital services in quarter two, the current figure was at 51.19%.

The Officer informed Members that work was being undertaken to ensure that residents could access information online. The website included one page for all online services such as 101 forms. This also included forms available through Derbyshire County Council (DCC), revenue and planning. The page also contained redirection links to the Parish or County Council if the District was unable to provide the relevant information.

Committee heard that interest in online services had increased since the start of the pandemic but some residents would still prefer to use traditional methods of communication such as via the telephone or in-person visits.

Members requested to view a breakdown of this information.

2. How easy and intuitive are the services we have introduced?

Members heard that the services were designed to be as easy and intuitive as possible but residents have different needs and it is not intuitive for all individuals to work online.

The Council had less control over third party forms, such as those used by revenue and planning, but they provided guidance on these and residents had the ability to phone the contact centre for assistance completing forms.

The Officer informed Members that they had not received much negative feedback but this did not mean that residents weren’t struggling.

3. How do we promote digital services and how are we measuring the customer experience?

The Officer informed Members that the Communications department advertised online services wherever possible. Information on what services the Council provided online were also included on the Streetscene newsletter. But residents that viewed this information were more likely to already know about online services. It would be important to find a method of contacting those residents that do not engage with many online services.

The Officer notified Members that customer experience was measured through an annual review but they would be adding a customer satisfaction survey to the end of every form in order to gain increased feedback.

4. How are we ensuring that all customers can access digital services, and what are we doing to help those who can’t?

Members were informed that all service areas were promoting themselves digitally.

Committee heard that each individual would have different needs and requirements but it would be important to identify those individuals that cannot access online services so that the Council could improve its accessibility.

Members discussed reasons why residents could struggle to access online services and heard that it was younger people, rather than older people, that  ...  view the full minutes text for item OSC/42/21-22

To consider the Forward Plan of Executive Decisions.  The most up-to-date Forward Plan of Executive Decisions can be accessed via the following link:

https://democracy.ne-derbyshire.gov.uk/mgListPlans.aspx?RPId=1137&RD=0&bcr=1

RESOLVED – That the forward plan of Executive Decisions be noted.

To consider the Work Programme for the Organisation Scrutiny Committee 2021/22 and review the proposed workload.

Members requested to speak to officers about Members IT.

Members agreed that an additional item to decide on the location of future meetings should be added to the agenda.

Committee requested that the current review topic be added onto the work programme for clarity.

RESOLVED – That the Organisation Scrutiny Committee Work Programme be noted.

To consider any other matter which the Chair of the meeting is of the opinion should be considered as a matter of urgency.

There were no urgent items discussed at this meeting.

The next meeting of the Organisation Scrutiny Committee is scheduled to take place on Tuesday 1 February 2022 at 10.00 am. 

The next meeting of the Organisation Scrutiny Committee will be held on 1^st February 2022 at 10am.