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Agenda item

Future Service Delivery Model

Minutes:

The Chief Executive reported on the Council’s work to date and plans for its future service delivery model as it recovers from the Covid-19 pandemic.

 

The Chief Executive reported that the pandemic had presented the biggest challenge to local public services in a generation and had led to rapid and significant changes to the way in which the Council and its partners deliver services.  Since March 2020, the Council’s focus had been to preserve life, minimise the spread of the virus and support all its communities.  He thanked staff for their fortitude, agility, commitment and willingness to deliver services to its communities.  There had been a significant investment and roll out of additional ICT and DSE equipment to staff and a significant investment made in core ICT infrastructure to support these changes and provide a reliable home working service.

 

The Chief Executive informed Cabinet that the delivery of services had been maintained successfully with the Council responding effectively to both the additional challenges of delivering new Covid related services such as track and trace and helping to implement the successful vaccination programme. He stated that the unprecedented nature of the challenges had raised risks and issues identified in the corporate risk assessment, which included, risks to delivering transformational change and agreed financial savings, the recovery and restoration of services while ensuring a Covid safe environment for the public and staff.  Workforce issues relating to attracting, developing and retaining staff with the necessary skills to meet the demands placed upon the Council and its services.

 

He reported that a mission critical challenge for the Council through the recovery phase from the pandemic is how to most effectively plan for and embrace what has worked well over the past 18 months.  Addressing some of the issues and concerns that had arisen around staff wellbeing, team development and access to some services.  He stated that an opportunity existed to develop and implement a new operating model for the delivery of many of the Council’s services, ensuring the Council is ‘fit for purpose’ moving forward, with a focus on being as agile and customer focussed as possible.  Additionally, there was a focus on other parts of the recovery, including implementing the recommendations of the Cross Party Recovery Panel. 

 

He reported that the pandemic had created an opportunity to transform the way in which the Council operates, building on and implementing the lessons and experiences emerging from the pandemic, which had seen more of the Council’s services delivered remotely and virtually, and the public embracing new ways of doing business with the Council.  A project board had been established to drive forward this work and create a new agile blended model of working, capitalising on the acceleration of digital transformation during the Covid-19 pandemic, seeking to increase the efficiency of services.  He outlined the set of strategic principles developed to guide the effective development and implementation of the future service delivery work programme and highlighted the potential benefits derived from a revised future service delivery model, including close alignment with agreed national and corporate objectives, recognising these would have to be managed and monitored carefully. 

 

He informed Cabinet that work would need to be undertaken in 2 phases; an interim phase, which the Council is currently operating within.  A Remote Working Questionnaire was issued by Internal Audit, the purpose of which was to identify any changes made to control or governance arrangements as a result of the increase in remote working due to Covid-19.  Following analysis of the responses, Internal Audit in its report concluded that the effectiveness of the internal control environment was reasonable and no specific recommendations were made.  Staff, having been surveyed on the remote delivery model, welcomed a hybrid or remote model.  He stated that having an adequately resourced ICT enabled service was seen as critical and managers were keen to explore further digital solutions for delivery, to drive forward the Council’s aim of becoming a Digital Council by 2024, including options for the future management of member meetings.  The long term goal, provided that suitable IT solutions can be found to allow it, (voting processes etc.) would be for elected members to have the choice of whether they attend Council meetings in person or remotely.       

 

He reported that an opportunity existed to develop a long-term operating model for the Council which embraced many of the benefits that had emerged from the way the Council has had to operate over the last 18 months during the pandemic, while also addressing some of the concerns that staff and the public have expressed regarding wellbeing issues, opportunities to meet in person where appropriate, and further enhancement of digital services to modernise services while also ensuring that no one is excluded.  He stated that the programme of work represented one of the most significant operational challenges this Council has faced and would need to be resourced properly, communicated effectively and implemented skilfully to ensure its success.

 

The Cabinet Member Social Services and Early Help commented on the extremely positive engagement with staff and that homeworking now gave flexibility to take staff circumstances into consideration.  She stated that impact on the wider community such as the provision of child care and crèche provision would need to be looked at holistically.  The Chief Executive stated that such provision would need to be considered in the longer term and that consideration needed to be given as to accessing services locally. 

 

The Cabinet Member Communities thanked staff for the way they adapted to working in an agile way and he considered that opportunities could be developed for staff to work locally at hubs to make it easier to access child care provision, whilst also contributing to the decarbonisation agenda.  The Leader echoed the appreciation to staff and that engagement with staff and trade unions is crucial to the success of the future service delivery model, whilst keeping health and safety and Welsh Government advice at the forefront. 

 

RESOLVED:           That Cabinet:

i.)            Noted the information contained within the report and the progress that has been made with regard to a new operating model for the Council, and

Delegated authority to the Chief Executive to develop options for the longer term operating model of the Council and provide a further report for Cabinet approval in due course.                    

Supporting documents:

 

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