Purpose

This strategy sets out how we will achieve our ambition to become a 24/7, customer-first digital council, providing joined-up services that are designed around the lives, needs and expectations of our residents, businesses and communities.

Decision

Agreed (i) - That Cabinet approves the Customer Service and Digital Strategy 2026-2029 and recommends it to City Council for final approval.

Agreed (ii) - That Cabinet notes the arrangements for delivery, governance and review of the Strategy through the Digital and Data Board and Transformation Board.

Agreed (iii) – That Cabinet delegates authority to the Chief Executive, in consultation with the Cabinet Member for Finance, Anti-Poverty and Corporate Services, to oversee the implementation of the Strategy, ensuring alignment with the Council’s strategic priorities, emerging technologies and available financial resources.

N.B. This is a Policy Framework document and therefore not subject to call-in.