Issue - meetings

To consider an update to the change programme.

The Commission received a presentation from the Interim Service Director, ICT/Business Change.  (attached) The overarching objectives being to synch with the Mayor’s Bristol Plan; address the financial savings targets; and guide major changes to ensure business continuity.

The following points were noted in discussion:

      a.            It was confirmed that the executive member for Business Change was invited to engage regularly with the Directorate Leadership Team.

      b.            Members voiced concerns that a significant impact of channel shift was a loss of confidence in systems. Citizens feedback suggested that the online tools to engage with Waste and Parking services did not deliver; and any frustration was compounded by the reduction in support staff and digital telephony systems.

       c.            Officers confirmed that that work was being carried out in service areas to ensure that when frontline and telephony systems moved to digital services that teams had plans in place to resource the transition period in the right ways through citizen centric contracts.  This was being monitored through regular reporting of the customer experience and took steps to address areas of concern.

      d.            Officers confirmed the need to re-engage and restore confidence to Councillors in order that Councillors were able to provide the support needed to drive through the necessary changes.

The meeting closed at 11.20am