· To select appropriate items
from the Cabinet agenda for pre-decision scrutiny (cabinet reports enclosed for
Scrutiny Members)
Minutes:
The Committee
scrutinised the following Cabinet item:
Proposed Service Model
for Civic Centre Customer Services and Cash Desks
Members were provided
with an overview of the Neath Port Talbot Council’s proposed service model for
Customer Services and the Cash Desks for when the buildings reopen to the
public.
The Chief Digital
Officer highlighted that the Civic Centres had been closed since the start of
the pandemic, which came with a large shift to the way in which Council
Services operated and were provided; the Council had more of an online
presence, and received a large uptake of the services that were provided
online. It was noted that Welsh Government restrictions had started to ease,
and the Council was now in a position to start considering how the Civic
Centres could be re-opened to the public.
The Committee was
informed that the model set out the proposed operation of Customers Services
going forward in terms of face-to-face enquiries, as well as plans to improve
some of the digital services within the Customer Services areas; this will
allow members of the public, who did not have the suitable technology at home,
to access some of the Councils online services.
It was stated that there
were plans to start re-opening Civic Centres to the public, in April 2022; this
will be aligned to Welsh Government restrictions and guidelines, and the
appropriate risk assessments will be undertaken.
Members raised concerns
in relation to the closure of the cash desks, highlighting that it may
discourage members of the public from visiting the Civic Centres, as well as
potentially having an effect on the footfall of town centres. Members added
that some face to face services were vital, and should remain as part of the
service model. Officers explained that the cash desks had been closed for
around two years, and the Council had put alternative methods of provision in
place; for example, residents could use their local post offices in own centres
and their local communities to pay their bills. It was noted that when
re-opening the buildings, Officers had to be mindful of the fact that whilst
there would be no restrictions in place, the buildings still needed to operate
on a risk assessed basis.
The Committee was
informed that there would be various phases to re-opening the buildings; this
was the first phase of re-opening for the interim. It was mentioned that
Officers could monitor the impact and demand for the cash desks in this phase;
and if the demand was there, Officers would think about how they could be
re-established.
Members put forward that
it would be more beneficial to re-establish the cash desk service in the first
phase of the re-opening of the buildings, as this would allow the Team to
gather the information and data required to monitor the use and to inform
future decisions.
In relation to general
enquiries, the circulated report stated that customers will be sign posted to
the contact channels available for the relevant service areas; and if a
customer was unable to complete the transaction, then Customer Services will
offer support. Members asked for a further explanation in relation to this
statement, and asked Officers for assurances that staff would tactfully help
those who could not or did not want to use the online services.
It was explained that
‘unable to complete the transaction’ referred to those who were unable to use
the digital assist service that would be in place; the Customer Service Team
would provide support to those who did not or could not use this service for
any particular reason. Officers explained that Customer Services would directly
respond to customers who had general enquiries and questions, as they usually
would have prior to the pandemic. The Committee was informed that the digital
assist service would help to improve the digital footprint in the Customer
Service areas in the Civic Centres; and were in place for members of the public
who were able to use these types of services online.
Members highlighted the
importance of continuingly reviewing the service model, in order to ensure it
was fit for purpose and was at the best interest of the public.
Therefore, the following
formal amendment to the recommendation contained within the circulated report
was proposed and seconded:
‘It is recommended that
the service model as detailed in the circulated report, be approved from April
2022 but be subject to a six month review’.
It was determined that
the majority of the Committee were in support of the amendment to be considered
by Cabinet.