Decision details

To seek approval for changes in service delivery for Customer Services. In particular; approval for the removal of the kiosk provision from the reception area in response to a reduction in use and to support service efficiency, and, to change the provision of customer services from the fixed location at Carlton Hub to a mobile outreach service delivered at various locations throughout the borough.

THAT the Portfolio Holder:
1.Approves the cessation and removal of the kiosk service in the Civic Centre reception area.
2.Approves the change in the delivery of customer services from the fixed location at Carlton Hub to a more mobile outreach service delivered at various locations across the borough as detailed in this report.

To take the opportunity to cease the kiosk service following on from its closure during Covid-19 and the resulting channel shift.
To ensure that face to face service provision, away from the Civic Centre is as effective as possible and is provided for as many residents as possible.

The kiosk could be re-opened to customers and utilised until contract expiry in December 2022, however, this would not take advantage of the change in payment method that has been in place throughout Covid, it would also be more difficult to remove the service once customers new it was available once more.
The Carlton Hub could restart, however it is not considered that this is the most effective way of delivering a face to face service in the community. A more “mobile” outreach programme which targets areas of the community who need to engage with the Council but don’t, using all the lessons learned from the Covid-19 pandemic is considered to be more effective.