Decision details

Area Offices Customer Consultation

Decision Maker: Cabinet

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No

Decision:

Decision:

 

1)    That Cabinet approves the relocation of the Market Deeping Area Office based on option 3 contained within the Cabinet Member for Communities’ report.

2)    That Cabinet approves the relocation of the Stamford Area Office based on option 3 contained within the Cabinet Member for Communities’ report.

3)    Cabinet authorises the use of the property reserve to meet any costs relating to the exiting of each site.

4)    Cabinet recommends to Council a funding allocation of £100k to be included in the 2020/21 capital programme in order to undertake a modernisation scheme at Stamford Arts Centre.

 

Considerations/Reasons for decision:

 

  • Report of the Cabinet Member for Communities.
  • The Customer Experience Strategy approved by Cabinet on 21 January 2020.
  • The increase in customer expectations and the use of modern technologies.
  • Two separate public consultations: One taken at the beginning of the year and one during the Covid-19 pandemic to establish any shift in opinion as a result of the service offered during the pandemic. Consultation carried out with residents, businesses and other interested parties.
  • Feedback form the consultation confirming a need to modernise elements of the customer offer and improve accessibility at Stamford Arts Centre.
  • The stage 2 Equalities Analysis attached as Appendix 7 to the report of the Cabinet Member for Communities.

 

Other options considered:

 

Market Deeping

 

1.         The closure of the Market Deeping customer service centre with no alternative physical provision in Market Deeping.

2.         The complete removal of the face-to-face provision in Market Deeping. However, this would see the installation of a kiosk, computer and direct dial phone within the Deeping Community Centre. Current staff from Market Deeping would be providing services from other locations across the district and would require some modernisation of council services to support a change in provision.

3.         The continuation of the service in its present form. However, it was recognised through the survey that the facility needed modernisation. Whilst the quality of response from the Council’s employees was regarded as excellent, the environment no longer provided the level of customer experience that was expected.

 

Stamford

 

1.         The closure of the Stamford customer service centre with no alternative physical provision in Stamford.

2.         To replace the existing centre with an enhanced self-service provision.

3.         To continue the existing service provision. However, it was recognised through the survey that the facility needed modernisation. Whilst the quality of response from the Council’s employees was regarded as excellent, the environment no longer provided the level of customer experience that was expected.

Publication date: 09/09/2020

Date of decision: 08/09/2020

Decided at meeting: 08/09/2020 - Cabinet

Accompanying Documents: