Decision details

Customer Services and Digital Strategy

Decision Maker: Cabinet

Decision status: Recommendations Approved (subject to call-in)

Is Key decision?: Yes

Is subject to call in?: Yes


To consider and approve the Customer Services and Digital Strategy 2021/24.


The Cabinet Member with the Resources Portfolio introduced the report of the Group Director of Operations (previously circulated) requesting that considering be given to the draft Customer Services and Digital Strategy 2021/24 (also previously circulated).


The submitted report stated that the Customer Services and Digital Strategy 2021/24 set out the Council’s vision for delivering excellent services to its customers and in particular, how more of those services could be delivered through digital channels; provided the commitment to support those customers to access Council services who, for whatever reason, were unable to use the on-line services; and outlined its seven key aims.  References were made to the equality impact screening; public consultation exercise that had taken place between 1 and 31 October 2021; the responses received to that consultation; and further work further planned.


Particular references were made at the meeting to providing assistance to members of the public to access the Council’s website and its services; to the importance of continuing to support customers who were unable, or did not wish to use, the on-line services; and to the possible impact on mental health, through the increased use of digital services instead of face to face contact.  The Cabinet Member with the Resources Portfolio responded thereon.


RESOLVED – That the Customer Services and Digital Strategy 2021/24, as appended to the submitted report, be approved.


REASON – The implementation of the strategy would lead to improvements in the Council’s customer services, improvements to digital services and actions taken to reduce digital exclusion in the community.

Report author: Gail Banyard

Publication date: 14/01/2022

Date of decision: 11/01/2022

Decided at meeting: 11/01/2022 - Cabinet

Date comes into force if not called in: 22/01/2022

Call-in deadline date: 21/01/2022

Current call-in Count: 0

Accompanying Documents: