The Strategy and Resources Policy Development Committee met to discuss the launch of the improved Redbridge website, the customer experience case for change, and the committee's work plan. Councillor Judith Garfield, was scheduled to chair the meeting.

Redbridge Improved Website Launch

The committee was scheduled to discuss the launch of the improved Redbridge website. According to the Public reports pack, the website has had 1.2 million page views. The top demand areas are related to council tax, schools and council housing. The report pack states that across October there had been 8,645 pages viewed on the website using the Recite Me toolbar¹. The report pack also notes that there have been over 11,127 reports raised since going live. The most reported categories are:

• Abandoned vehicles
• Missed bin collection
• Street cleaning
• Fly tipping

The report pack includes user feedback such as:

Swift response with a positive action outcome. Well done Redbridge

and

Fantastic fast service.

The report pack states that the next steps are to provide a more efficient service with a CRM² and automation, whatever way residents decide to contact the council.

Customer Experience Case for Change

The committee was scheduled to discuss the customer experience case for change. The agenda included a presentation and discussion on this topic, but the details of the presentation were not available in the report pack.

Strategy and Resources Work Plan

The committee was scheduled to note and agree any changes to the Strategy and Resources Work Plan. The work plan included the following topics for future meetings:

• Theme selection for the remainder of the municipal year
• Likely follow-up of service centre visit when arranged.

The following people were expected to be witnesses:

• Emran Saigol – Director, Digital Services and Community Safety
• Councillor Helen Coombe - Cabinet Member for Resources and Transformation
• Sue Austin – Head of Customer Services