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(Joint
Report of Director of Central Services and Director of Finance and
Transformation)
 
Consideration was given to a proposal to enable automated
webchat as an enhancement to the current Customer Contact system.
The licences to enable this function could be funded from the
Transformation Reserve.
 
Due
regard was given to a detailed evaluation of the Anywhere365
Webchat and Bot Integration Project as set out in Annex
1.
 
It
was anticipated that the enhanced facility would support the
increasing expectations of customers for services ‘out of
hours’ and free up staff time to deal with more complex calls
from potentially more vulnerable and older residents.
 
In
addition, it was recognised that there was potential for efficiency
savings following the initial settling in period and further
consolidation of other service areas into the centralised Contact
Centre under the “One Council” ethos.
 
Following consideration by the Finance, Regeneration and
Property Scrutiny Select Committee, the Cabinet Member for Finance
and Housing resolved that:
 
(1)            
the automated webchat functionality be enabled
through the Customer Contact system; and

 
(2)            
the cost of £9,408 for the additional
Anywhere365 licences (until the end of the Anywhere365 contract) be
funded from the Transformation Reserve.