Issue - meetings

The Committee gave consideration to a report presented by the Director of Commercial and Operational Services, recommending the procurement of Digital Contact Centre technology, in order for customers to choose how they connect with the Council, and for Officer time to be more efficiently used, along with other benefits.

Members of the Committee were supportive of the proposals, with widespread recognition of the need to improve customer contact options as well as improve the customer experience. In response to an enquiry regarding contingency planning, for example if the digital service failed for any reason, it was explained that existing business continuity planning recognised such risks, with mitigations in place already.

With further comments of support, the recommendations within the paper were duly moved, seconded and the Chairman took the vote. It was unanimously

RESOLVED that:

a)    the undertaking of procurement of appropriate technology to create a Digital Contact Centre in the council, within the financial envelope detailed within the report considered by the Corporate Policy & Resources Committee, be approved; and

b)    the £22.3k carry forward of 2023/24 savings into 2024/25 to offset future costs be approved; and

c)    the use of General Fund Balances in 2024/25 to the value of £26.5k to fund the capital element of the Contact Centre be approved.

Note:              The Chairman called for a short ‘comfort break’ adjournment at 7.37pm. The meeting reconvened at 7.39pm