Minutes:
The Director of HR, OD and Transformation
introduced the report and explained that this was the first report
that combined the digital and customer strategies and outlined the
Council’s digital ambitions framework to transform delivery
and customer service through digital access. She stated that the
report highlighted the four themes within the strategy:
1. Digital Thurrock – to promote growth through technology
for residents.
2. Digital Customers - to increase digital access for residents
24/7.
3. Digital Office – to increase efficiency amongst officers
using technology.
4. Digital Foundations – to provide reliable infrastructure
and security whilst operating online.
The Director of HR, OD and Transformation highlighted 2.3 of the
report which stated that the outcome of the strategy was to
transform Thurrock and improve digital access. She stated that this
strategy also helped meet budget pressures as it would enable
efficiencies and maintain services whilst targeting specific
resources.
The Vice-Chair thanked officers for the report, but felt concerned
that some residents, such as elderly or vulnerable people, would
not be able to access online services. He felt pleased to see that
the registry office allowed for weddings to be streamed online, and
asked how the business plan for the registrars would improve the
service. The Director of Strategy, Engagement and Growth replied
that the new digital registry office would allow people from across
the world to take part in services such as weddings and citizenship
ceremonies, and provide a refreshed approach. She stated that this
model could be explored in other areas across the Council.
Councillor Muldowney stated that a government review in 2019 had
found that approximately 10% of the UK were digitally excluded, as
some people could not access online services, could not afford
broadband, or did not have the training or understanding needed.
She asked how these residents would be included in the digital
strategy. The Director of HR, OD and Transformation explained that
Thurrock had undertaken research into digital exclusion as part of
the consultation process for the Health and Wellbeing Strategy. She
stated that this strategy would focus on the approach undertaken by
the Council, for example by encouraging online self-service but
ensuring that alternatives and back-up options were in place for
those who could not access the internet. She explained that the
strategy would also encourage people to improve their digital
ability, as this could improve other areas of their life that now
utilised technology more, such as banking. The Director of
Strategy, Engagement and Growth added that residents who could not
access the internet could call the contact centre, who would help
them over the phone or would refer them to the service directly.
She added that the new reception in the Civic Offices was open, so
residents could use the tablets, direct-dial phones, or speak to
the reception staff who would try and help them with their query.
She added that the libraries and hubs also contained direct-dial
phones to the contact centre.
Councillor Muldowney highlighted page 57 of the report and asked
what work had been undertaken to find out the impression of the
Council by residents. The Director of Strategy, Engagement and
Growth explained that research had been undertaken through the
contact centre by providing residents who called with a
satisfaction survey and other specific research questions. She
added that the team also looked at complaints data and the
end-to-end customer journey. Councillor Kent thanked officers for
the report, but felt that the word ‘customers’ should
not be used, as all customers were residents and did not have a
choice in using the council. He felt that many Thurrock residents
could not access the internet, for example some residents could not
home educate their children during the pandemic as they could not
afford broadband, and some care homes within Thurrock did not
provide Wi-Fi for their residents. He asked if the team could
consider schemes such as promoting Wi-Fi sharing amongst
neighbours; free Wi-Fi in council-run care homes; or improved Wi-Fi
options in places such as East Tilbury or Chadwell St Mary. He also
queried how the team ensured consistent levels of service in the
contact centre. Councillor Kent also asked if external consultation
would take place regarding the proposed strategy. The Director of
Strategy, Engagement and Growth explained that all residents could
give feedback on their calls with the contact centre, and the
contact centre currently had a 99% satisfaction rate. She added
that the contact centre was also independently accredited through a
rigorous annual process. She stated that consultation on the
strategy could be undertaken through non-digital channels with the
voluntary sector and CVS to reach specific groups, and the team
were working with the Portfolio Holder to ensure hard to reach
groups were also consulted. The Director of Strategy, Engagement
and Growth stated that there was currently a full-fibre broadband
programme running across south Essex to improve broadband
connectivity, and as part of this sheltered housing complexes would
have Wi-Fi installed.
RESOLVED: That the Committee:
1. Provided commentary, feedback and suggestions on the draft
Digital and Customer Experience Strategy at Appendix 1.
Supporting documents: