Purpose

Following the report to the Executive Board on
11th December 2024, which provided an overview of the Customer
Strategy and outlined the estimated timelines for its
implementation, a commitment was made to present an Invest to Save
Business Case to the Executive Board in Spring 2025.
 
This decision seeks the Executive Boards
approval to proceed with the delivery of a 3.5-year Customer
Transformation programme. This programme requires authority to
spend £12m, funded from Capital Receipts. The Customer
Transformation programme will streamline council processes and
leverage digital technologies to enhance customer experience,
improve satisfaction and deliver significant cost savings through
increased automation. Investment in this program will leave a
sustainable, legacy service that will support the provision and
further development of our customer experience offer that will
continue to benefit our communities for many years to come.