The recommendations were amended and then agreed.

DECISION

1.    To agree the Tower Hamlets Customer Service Transformation Plan as attached at Appendix 1 to the report.

2.    To agree our Customer Promises as set out at Appendix 2 to the report.

3.    To agree the proposed approach in terms of phasing the Customer Service Transformation Plan’s development as set out in this report in paragraphs 3.22 – 3.24 of the report.

4.    To agree in principle the creation of a Customer Board, chaired by the Cabinet Member for Culture, Arts and Brexit, to monitor delivery of the Customer Service Transformation Plan dependant on further discussion with the Mayor about the proposed Board and its terms of reference.

5.    To delegate the development of the Customer Service Transformation Plan implementation plan to the Corporate Director, Resources; and the Divisional Director, Customer Services; in consultation with the Mayor and Lead Member. 

Action by:

ACTING CORPORATE DIRECTOR, RESOURCES (N. MURTON)

(Divisional Director, Customer Services (S. Hussain)

(Head of Corporate Strategy and Policy (A. Hoque)

(Senior Strategy, Policy and Performance Officer (C. Linnanne)

Councillor Amina Ali, Cabinet Member for Culture, Arts and Brexit, introduced the report setting out plans to transform the Council’s customers services with a particular focus on enabling digital interactions for those residents who wished to use these channels. She explained that evidence showed significant demand from residents for increased digital transaction options and these had the further benefit for the Council that they were cheaper than traditional communication methods.

However, she explained that it was important face-to-face and phone contact was still available for those who needed them.

The Mayor noted the pre-decision scrutiny questions and officer responses. He then reviewed the recommendations in the report. He stated that although he agreed in principle to the proposed Customer Board, he would wish to hold further discussions on its proposed remit and arrangements before it was initiated. He therefore amended the recommendations to reflect that before agreeing them.

RESOLVED

1.    To agree the Tower Hamlets Customer Service Transformation Plan as attached at Appendix 1 to the report.

2.    To agree our Customer Promises as set out at Appendix 2 to the report.

3.    To agree the proposed approach in terms of phasing the Customer Service Transformation Plan’s development as set out in this report in paragraphs 3.22 – 3.24 of the report.

4.    To agree in principle the creation of a Customer Board, chaired by the Cabinet Member for Culture, Arts and Brexit, to monitor delivery of the Customer Service Transformation Plan dependant on further discussion with the Mayor about the proposed Board and its terms of reference.

5.    To delegate the development of the Customer Service Transformation Plan implementation plan to the Corporate Director, Resources; and the Divisional Director, Customer Services; in consultation with the Mayor and Lead Member.