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Restructuring for the future

7 August 2018

Councillors have approved a new business plan which will transform the way we deliver services.

The Customer Connect project is estimated to make savings of £8 million over 10 years by restructuring the entire organisation, embracing more digital technology and making it fit for the future.

Our Leader, Councillor Giles Archibald, said: “Customer Connect will enable us to be more efficient and deliver the services our residents deserve.

“We will also have an opportunity to make very significant savings and it would be irresponsible not to do so.

“The programme is budgeted to deliver savings of around £1.5 million a year, so in two and a half years it will have delivered payback on the initial investment and after that will achieve real savings and a reduction in our annual deficit.’’

Councillors approved the Customer Connect business plan at a meeting of our Full Council. 

Chief Executive, Lawrence Conway, says the changes will ensure customers and communities are central to everything we do. 

“Customer Connect will protect services but also deliver them in faster, better and more convenient ways. This is about improving front line services, not taking them away.

“As a council we are currently maintaining service levels and delivering balanced budgets. We are in a stable financial position, but we also recognise that there are budget pressures on the horizon as central government support is reduced.

“Customer Connect is part of a wider strategy to ensure the council is resilient and flexible enough to withstand these pressures. It is vital that councils look to become as cost effective and efficient as possible.

“Failing to do this now means a greater risk services will not be sustainable in the future – which could result in reduced services if we don’t act now,” he said.

Delivering the Customer Connect business plan will cost £3.8million. It estimates a reduction in staffing costs equivalent to 43 full time posts by January 2020. We currently employ 416. 

Customers will have better access to services, twenty four hours a day, seven days a week and have more opportunity to self-serve.

Our Deputy Leader, Councillor Jonathan Brook, said: “This is a spend-to-save initiative, the scope of which this council has not seen before.

“This is all about improving systems and delivering services in a more efficient way, reducing waste and processes, empowering employees and restructuring the whole organisation from top-to-bottom.”

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