One-stop proposals for better customer service and value for money

Better customer service and value for money are the twin driving forces behind a proposed Royal Borough reorganisation that will aim to answer residents' queries in just one contact with the council.

Big changes to the way the council operates will be discussed by cabinet when it meets next Thursday (28 July). If approved, they will herald a new approach to service delivery that will make a positive difference to how residents' queries are handled. The changes are designed to ensure the council can continue to deliver outstanding value for money while making sure residents receive high quality services.

The new model is based on the simple premise of bringing together all staff who deal directly with residents in just one directorate, rather than the current six. This will result in more customer focus with multi-skilled staff working across different services and giving customers a one-stop answer to their queries instead of referring them to different departments and back offices. It will also allow the remaining directorates to carry on with their forward planning and commissioning of services without having to manage the day-to-day operations at the same time.

The borough is the first local authority to 'redesign' its customer service in this way after testing it through one directorate over the past year.

Cabinet lead member Cllr M J Saunders explained: "We have used the new operating model in the Resources directorate and proved it works. As well as a more efficient service for residents - including, importantly, a considerable reduction in the time people have to wait for their benefits - we have seen a 10% cost reduction and expect this to increase to 15% in the current financial year.

"This gives us a solid foundation on which to build the reorganisation council-wide and we envisage that it will bring about a more efficient service with discernible benefits for our residents. It will also offer opportunities for eradicating duplication of effort between teams, take advantage of economies of scale and give staff the scope to expand their skills and knowledge in a new and dynamic environment."

Cllr David Burbage, Council Leader, said: "We are at an exciting stage in our commitment to putting residents first, delivering more for less and maintaining low council tax. The proposed reorganisation is a significant milestone in our long-term plans. It won't happen overnight but will be phased in over three years.

"As we strive for a leaner, fitter organisation in which services are delivered by multi-skilled staff in more efficient ways we may need fewer people. At this stage the full details have not been worked out. When we have detailed proposals we will be entering into a full consultation with staff to get their views."

Following Thursday's cabinet meeting there will be two months of informal staff consultation to get feedback on the overall proposal. A further report to cabinet is scheduled for October which will kick-start the detailed consultation.

Notes:
Cabinet meets in the Town Hall, Maidenhead, at 7.30pm on Thursday 28 July. The full agenda is available on the council's website.

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