Agenda item

Report of the Corporate Director, Resources & Commercial.

In accordance with the Local Government (Access to Information) Act 1985, the Committee agreed to consider a report on Digitalisation and Access to Online Services notwithstanding the fact that the report had not been circulated with the main agenda since the latest Quarter 3 data had not been available at the time and the report title had also been inadvertently omitted from the scrutiny forward work programme.  The Committee agreed to accept the item on grounds of urgency in order to respond to feedback from residents and the VCS in relation to the difficulties experienced in contacting the Council.

The Portfolio Holder for Performance, Corporate Resources and Customer Services introduced the report, setting it in the context of the Administration’s objective of making online the “channel of choice” for residents.  The Head of Customer Services and Business Support outlined the key challenges and the extent of progress in the shift to online transactions, communications and information.

A Member referred to residents only being able to report a missed refuse bin collection for their own premises via the webform, meaning that other residents nearby would not benefit from a more comprehensive reporting for the street generally.  The Director of Customer Services and Business Transformation would consider whether this could be addressed in the webform design.

The Member also asked about whether someone with Power of Attorney for a Borough resident would be permitted to use online transactions and communications on behalf of the resident.  The Director of Customer Services and Business Transformation advised that there was provision for “mediated access” in the current MyHarrow account arrangements. 

In response to a Member’s query, the Head of Customer Services and Business Support agreed to supply information on website use to Members of the Committee.

A Member explained the frustrations which some residents in Pinner South ward had encountered in that there had been no prompt confirmation emails to those who had applied early for the new “brown bin” garden waste service.  This had led to concerns as to whether applications had been received and had generated unnecessary phone calls and emails.  The Member asked whether these circumstances were connected to mistakes made in the implementation of the scheme.  The officers confirmed that there had been inadequate integration of information and systems at the outset so that early applicants had to be contacted by phone and email to complete data required, including bank details for payment of the charge involved.  Understandably, this had been the cause of concern and frustration for some residents, but nevertheless, there was never any risk to their application and arrangements had been made with each applicant for the secure transfer of bank details.  It was the case that relevant staff were learning lessons from each new scheme and were improving the integration of data and systems at each stage. 

A Member asked about the Council’s approach to those who did not have access to the internet or were not confident or patient enough in using the MyHarrow account for Council services.  An officer underlined that the Council were keen for residents to telephone or visit the Civic Centre if they were not able to, or otherwise did not wish to, use online methods.  There had never been any intention to close off the more traditional forms of contact.  Residents visiting the Civic Centre were supported by staff in using the computer terminals in the reception area so that confidence and capability in online communications were increased. 

The Member also referred to occasions when a resident would receive an acknowledgement email indicating a timescale within which a matter would be addressed, but then not having any contact details to chase up when this timescale was not met.  He suggested that residents should be provided with a generic email address and relevant telephone contact numbers.  The officer reported that the Council was trying to improve the connections to back-office systems so that residents would receive automated emails on the status of their service issue, eg. why a refuse bin had not been collected.  The challenge with respect to telephone contact details and generic email addresses was that these tended to be used a great deal if readily available on webpages and in acknowledgement emails.  For example, a generic email would often be used subsequently to report something without giving sufficient information; the approach was to encourage residents to use webforms which ensured that the key required information was obtained.  Members were advised that this model was similar to the approach of John Lewis on its webpages where such contact details were only made available if an online alternative was not in place. 

RESOLVED:  That the report be noted.