The Chief Digital Officer provided a PowerPoint presentation to the Committee as set out in Item 6 of the agenda.  It was noted the Contact and Digital Transformation Programme was a key element of the Improvement and Recovery Plan.

Members noted and questioned the following key points:

• Members noted design principle 5 was to embed a design led approach with a focus on proactive and predictive use of data.  Members questioned what was being done to grow our internal capacity to manage that as it was further noted in some industries AI applications were not producing predictive results due to the lack of expert data knowledge capabilities.  The Chief Digital Officer confirmed steps were being taken towards improving systems and it was acknowledged capability had been identified and recruitment of data analysts, data architects and data engineers were needed.

• Members noted the customer was at the centre of the technology and questioned how this was being achieved.  The Chief Digital Officer advised user research and service design was being carried out to identify how customers were interacting with the Council’s services at the present time and how they want to interact with the Council going forward. 

• Members questioned if there was money in the budget for recruitment to ensure internally there was capability to deliver the digital transformation successfully.  The Chief Digital Officer confirmed upskilling and restructuring current capabilities were being addressed to introduce new, digital skills and capabilities within the IT function.

• Members asked if there would be digital assistance within the libraries.  The Chief Digital Officer confirmed there was already support within the libraries but the current service provision was under review.

• Members asked what the locations of the three internet clubs referred to in the presentation were.  Action Point the Chief Digital Officers to liaise with officers on the exact locations and would report back to Committee.

• Members questioned what was being done to reach residents who currently do not or are unable to use the technology already in place.  The Chief Digital officer provided insights on digital division across the Borough illustrating that Thurrock’s residents had access to digital means of interacting with Council services and use them on daily basis. Importance of further analysis was highlighted to understand the reasons for limited uptake of digital channels before support plans could be developed.

• Members questioned the limited access to libraries and community hubs, and what was being done to address barriers families and residents have with accessing technology.  The Chief Digital Officer advised a plan was being drawn up with the main focus of ascertaining what was preventing people accessing the technology and interacting digitally.

• Members questioned when the Committee would start to see a clearer picture and timescales of what the digital transformation would look like and how it was going to work.  Action Point a report would be shared with the Committee showing timelines, what work was currently being done and what was planned and being considered.

·       Members questioned if the Authority was looking at what other Local Authorities were doing digitally and ascertaining best practice.  The Chief Digital Officer confirmed that discussions were already taking place with other Authorities to ensure best practice and the digital transformation is cost effective.  Digital sessions have been put in place for all staff led by other Authorities to gain a clear insight.