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RESOLVED:
 

1.   
That Cabinet approves the customer
transformation ambition and approach, and the in principle
£11.3m investment requirement over four years.

2.      
That Cabinet approves the use of
financial revenue reserves of £3.5m (included
in the £11.3m request) to support the 2024/25 activity.
Further draw down of funding will be released in phases from
2025/26 onwards, following appropriate evidence of benefit
realisation in the updated business case and approval of the
Executive Director, Customer, Digital and Change in consultation
with the Lead Cabinet Member.
 

3.   
That Cabinet approves the Dynamic
Customer Operating model (D-COM) and its delivery as an essential
countywide priority to ensure customer outcomes and experiences are
improved.
 

4.   
That Cabinet notes the
inter-relationships of the transformation programme with cultural
and digital change, the data strategy, service specific
improvements, Core Function Redesign and the Towns and
Villages/Team Around the Community programmes.
 

5.   
That Cabinet delegates authority to the
Executive Director, Customer, Digital and Change, in consultation
with the Lead Cabinet Member to refine the Dynamic Operating Model
as it evolves over time, responding to changing needs.
 
Reasons for Decisions:
 
The
Council is determined to improve the customer
experience in line with our mission and organisational priorities.
This will be achieved through the design and implementation of a
new Customer Service Operating Model, supported by systems,
processes and ways of working that will provide a seamless customer
journey, build customer trust, confidence, and satisfaction; reduce
cost and maximise efficiency and effectiveness.
 

(The decisions on this item can be called in by the
Resources and Performance Select Committee)