Issue - meetings

To consider the business case for a shared service in Customer Access and Financial Support.

The Committee received a confidential report on the Business Case for Customer Access and Financial Support Services.  Members were advised that the Business Case had already been considered by the Shared Services Board who had endorsed this.

Officers gave a presentation on the proposed Business Case, which included details of:

·       the strategic and operational purposes for Customer Access and Financial Support:

·       transformation work which had been carried out over the preceding 3 years and which would continue in the future;

·       the financial and staffing implications of the proposed structure; and

·       the evidence-base to support the proposals.

Officers advised that a shared service would provide for greater resilience and enable changes to be made to the structure, which in turn would provide for greater one-to-one support for customers in need.  Work carried out by the service had also evidenced a need to provide dedicated financial independence support to customers. 

The proposed structure would provide a sound base moving forward, finalise working arrangements which had been in place for some time and ensure the provision of a high quality customer focused service.  The proposed structure also recognised that there were significant external influences which were outside of the Council’s control but which the Council had to adapt to quickly, for example Welfare Reforms, and provided flexibility for this and to continue to meet customer demand.    

Members supported the Business Case and thanked Officers for an excellent evidence-based report.

RECOMMENDED that

the Business Case for the Customer Access and Financial Support Services Shared Service be approved.

[During consideration of this item Members discussed matters that necessitated the disclosure of exempt information.  It was therefore agreed to exclude the press and public prior to any debate on the grounds that exempt information would be revealed relating to labour relations matter.]