Agenda item

·          Report on Moving Towards a Cashless Office by the E-Government Working Group.

·          Notes from the working group meetings on 26^th September 2005 and 12^th October 2005.

·          The Director of Operational Services will report at the meeting on an Update on the Customer Service Centre.  

(Enclosures)

Customer Services Centre Update

The Director of Operational Services explained that the development of the customer services centre covered the priority areas of access and communications. The introduction of this centralised service point, which would be based in Grantham and then rolled out to area offices, had also required a review of all service areas and office accommodation to ensure that back office systems would enhance the frontline service. 

The Assets and Facilities Manager gave a presentation on the design proposals for the centre. Tenders for extension works to the Abbey Gardens entrance area had been received and so costs could be better calculated. Planning permission had now been granted and once a non-key decision had been made on the tenders, works could commence mid January with completion projected for July. The presentation showed proposed internal designs based on a specification provided by the Council. It included a reception desk, corporate visitor waiting area, customer waiting area, ten customer service booths, display areas, children’s’ play area, plan viewing area and three interview rooms. Transitional arrangements for current customer service areas were explained.

The panel discussed the proposal with the officers, and members were very supportive of the design. It was suggested that the work on the public toilets at Abbey Gardens could be combined with the works on the customer services centre to limit disruption. This was noted. Members raised a few queries about the design, which were answered accordingly. Other comments included: the need to retain an attractive exterior to the building; whether the Council’s address would need changing on corporate stationery if corporate visitors would be using the Abbey Gardens entrance on Avenue Road rather than St. Peter’s Hill; the need for a water-cooler as a minimum provision of customer refreshments; the need to consider theatre access and deliveries; and the need to fully engage with the public on the new centre with visual communication including design displays at the works site. 

Conclusions:

(1)     To endorse the design proposal by Paragon Interiors to Cabinet.

(2)     That Cabinet be recommended that any promotional screens in the customer services centre include information on forthcoming council meetings.

(3)     To request that a presentation be made to the DSP at a future meeting on the style of interaction between customers and the advisors and the training that will be provided.

Moving Towards a Cashless Office

Alongside the development of the customer services centre, the E-government working group had scrutinised cash collection. The group’s report, as appended to the agenda, was considered by the panel; Councillor Nadarajah, a member of the group, gave further details. The working group’s latest action notes were appended to the report. Councillor Nadarajah highlighted the significant amount of cash handled by all area offices and the need to investigate methods of collection. The main proposal was to introduce a service such as ‘allpay,’ whereby payments could be made at a number of outlets throughout the district using the service, rather than at the Council’s area offices. Advantages and disadvantages of this service were highlighted in the report. Most significantly, there will be year on year savings, a greater number of locations where council bills can be paid and an increased use of local shops and post offices. Car park income had also been scrutinised as a separate issue and the results of a recent payments survey were circulated.

The working group had also made a recommendation to increase the number of direct debit payment dates for council tax payers. Options were set out in the report. The Vice-Chairman stressed that even though additional dates would decrease the interest received, this had been accounted for in the cost/benefit analysis.

Councillor Nadarajah was thanked for the report and particular interest was noted in the ‘allpay’ style service because it would enhance rural economy. It was suggested that this be given a high priority. It was also noted that public engagement was a key factor in the success of any change in cash collection. The Vice-Chairman assured the panel that the working was paying close attention to requirements for public engagement and communication. This was discussed further by the panel. Members asked whether or not discounts could be offered for taxpayers using direct debit. It was understood that there was no provision for this within the law, but members were keen that this be looked into and confirmed.

Conclusion:

To support the recommendations of the working group:

(1)    Cash payments stop before the opening of the customer services centre;

(2)    An ‘allpay’ type service be introduced, as a matter of priority, and direct debit payment dates be increased;

(3)    A full Council decision be made on this by mid-December 2005.