Issue - meetings

AGREED RECOMMENDATIONS

Reasons for the decision – as detailed in the report

Other options considered – none

Conflicts of interest / dispensations granted – none

RESOLVED:

(a) To note the scope of works to be undertaken in Phase 1 of the Resident Experience programme, as set out in paragraph 3.3.2 of the report of the Executive Member for Finance, Planning and Performance.

(b) To note the scope of works to be undertaken in Phase 2 of the programme, as detailed in the report.

(c) To note paragraph 3.3.4 of the report, which outlined the timetable for approval of Phase 3 of the programme.

(d) To note that Phases 1 and 2 of the programme would require a total investment of £3.372m, of which £1.068m had previously been agreed in the financial year 2023/24.

(e) That approval for the remaining 2023/24 revenue cost of £1.974m be funded from the Business Strategy Reserve (50%) and the HRA (50%), based on the number of staff in the Contact Centre supporting General Fund and HRA activity.

(f) To agree that the 2023/24 capital cost of £0.330m be funded from the Business Strategy Reserve (50%) and the HRA (50%).

(g) To note that the ongoing costs of £0.470m per annum related to Phases 1 and 2 of the programme, of which £0.367m had already been agreed.

(h) That approval be given to £0.103m ongoing expenditure being incurred from 2024/25 will be factored into the 2024/25 General Fund (50%) and HRA (50%) budget processes as base budget adjustments in the MTFS.

(i) To note the expenditure for Phase 3 which was projected to cost in the region of £10.000m one off, plus ongoing expenditure, which would be established in Phase 2 of the programme.

Reasons for the decision - To deliver long lasting transformation to the Council’s services to residents, following a period of under-investment. Services would be redesigned around resident requirements to improve their experience of contacting the Council.

Other options considered – none

Conflicts of interest / dispensations granted – none