Decision
Analysis
outcome: The Cabinet noted the improvements made in simplifying access to Council services, the support available for those in need, and the decision to no longer offer a virtual solution.
summary: The decision at stake is the update on work undertaken since the Cabinet decision in February 2024 and recommendations for future work regarding customer services provision.
topline: The Cabinet has decided to update on work undertaken since February 2024 and make recommendations for future customer services provision.
reason_contentious: This issue may be contentious as it involves changes in how customer services are delivered, potentially impacting accessibility for certain individuals.
affected_stakeholders: ["Council services users", "Council staff", "Local residents"]
contentiousness_score: 5
political_party_relevance: There are no mentions or implications of political parties or political influence on the decision.
URL: https://easthants.moderngov.co.uk/ieDecisionDetails.aspx?ID=448
Decision Maker: Cabinet
Outcome:
Is Key Decision?: Yes
Is Callable In?: No
Purpose: To consider an update on work undertaken since the decision of the Cabinet in February 2024 and recommendations in respect of future work.
Content: To consider an update on work undertaken since the decision of the Cabinet in February 2024 and recommendations in respect of future work. It was RESOLVED that Cabinet NOTED: The improvements made in simplifying access to our Council services, the support that has been put in place for those who need it, specifically the in-person face to face support available, and that there is no longer the demand for a virtual solution. Reasons for the Decision To update the Cabinet on the progress made with transferring the delivery of customer services, following the Cabinet decision on 22 February 2024 detailing the transformation plans for delivering customer services to agree the future provision. Alternative Options Considered · The key aim of transformation was to improve the digital offering, making it simpler to access our services online in order to achieve significant channel shift, with help available via the telephone for those customers who needed it. · For some customers digital is not a viable option and therefore the Council needed to ensure that services were accessible to all customers. · Based on the anticipated need at that time, it was proposed that a live link solution should be developed to allow virtual face to face meetings to take place from locations across the district.
Date of Decision: July 9, 2026