Issue - meetings

To consider a report of the Corporate Director (Corporate and Support Services) and Deputy Chief Executive

The report sets out the information about the current channels that are used by citizens to contact the Council, including the current level of demand across each channel and how this has changed over the last three years.

The report also includes information about the performance of the AMI chatbot as previously requested by the Scrutiny Committee, and also sets out opportunities for the future development and application of digital solutions in improving the citizen experience and explains what this would mean for citizens contacting the Council.

The Scrutiny Committee is recommended to note the report and provide comments in relation to the development and application of digital solutions in improving the citizen experience.

Officer Contact: Kirsteen Roe at kirsteen.roe@stockport.gov.uk

The Corporate Director (Corporate & Support Services) submitted a report (copies of which had been circulated) setting out the information about the current channels that were used by citizens to contact the Council, including the current level of demand across each channel and how this had changed over the last three years.

The report also included information about the performance of the AMI chatbot as previously requested by the Scrutiny Committee, and also set out opportunities for the future development and application of digital solutions in improving the citizen experience and explained what this would mean for citizens contacting the Council.

The Cabinet Member for Citizen Focus and Engagement (Councillor David Sedgwick) attended the meeting to respond to questions from the Scrutiny Committee.

The following comments were made/issues raised:-

·         With regard to the proposed ‘citizen promise’, it was suggested that a service level agreement was required setting out the standards citizens could expect when interacting with the Council.

·         The success of the Ami chatbot in providing up to date, accurate information and advice was welcomed.

RESOLVED – That the report be noted.