Council and democracy

Agenda item

Report of the Cabinet Member for Central Services

Minutes:

Councillor Collins, Portfolio Holder for Central Services, presented his Portfolio Holder report and stated it was a privilege to be presenting his first report. Councillor Collins thanked Councillor Huelin for her help and support and appreciated the help provided by Members and Officers. Councillor Collins updated Members on the following achievements:

 

           Changes to the digital strategy with the completion of a number of technology projects and application upgrades formed part of the overall Council Digital Strategy

           Newly refurbished customer services face to face and reception area, to reflect key principles in the Customer Services and Digital Strategies to help residents self-serve online while continuing to provide support for the most vulnerable

           Continued transformation in the digital interaction with residents via other Council’s web portal

           100% of new benefit claims are made online

           11,400 followers on Twitter

           4,410 followers on Facebook

           13,000 subscribers of e-newsletters which includes Business Buzz and Thurrock Careers

           Reversing an agency level of 85% to a permanent officer level of more than 85% by October 2018

           The shared legal service with the London Borough of Barking & Dagenham had been discontinued from March 2018

           The Council’s quality performance had been recognised externally with the reaccreditation of the Customer Contact Association in June 2018.

 

Councillor Collins stated Members should encourage residents to report issues on line.

 

Councillor Gerrish thanked the Portfolio Holder and welcomed Councillor Collins to his new role. Councillor Gerrish questioned whether there was a problem with communications and the way consultations had been undertaken particularly for the selling of the land at the Thurrock Rugby Ground. Councillor Collins stated work continued on improving communications and this was work in progress.

 

Councillor Okunade thanked the Portfolio Holder for the report and questioned whether there were any underlying problems with the increase of upheld complaints. Councillor Collins agreed to provide a written response as this information was not to hand.

 

Councillor Redsell stated it would be good practice to continue to publish a contact number of the Council for those residents with no access to IT equipment. Councillor Collins stated this had been taken on board and a contact number would be added to the Council’s web site.

 

Councillor Worrall was pleased the Equality and Diversity scheme had been refreshed and questioned whether a report would be presented at Council. Councillor Collins stated work was being undertaken on this report and would be presented as soon as possible.

 

Councillor J Kent questioned the cost of the new reception area and why no key spends over £500 appear on the Council’s web site. Councillor Collins stated this information was not to hand and would provide a draft written response.

 

Councillor Collins thanked Members for their comments and the Council had come a long way with making changes to services but still had a long way to go with 2018/19 being the year of bedding of those new services. This year’s objective was to get the Council’s services delivered to resident’s right first time.

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