Decision Maker: Executive Board

Outcome: Recommendations Approved

Is Key Decision?: Yes

Is Callable In?: Yes

Date of Decision: June 18, 2025

Purpose: Following the report to the Executive Board on 11th December 2024, which provided an overview of the Customer Strategy and outlined the estimated timelines for its implementation, a commitment was made to present an Invest to Save Business Case to the Executive Board in Spring 2025.   This decision seeks the Executive Boards approval to proceed with the delivery of a 3.5-year Customer Transformation programme. This programme requires authority to spend £12m, funded from Capital Receipts. The Customer Transformation programme will streamline council processes and leverage digital technologies to enhance customer experience, improve satisfaction and deliver significant cost savings through increased automation. Investment in this program will leave a sustainable, legacy service that will support the provision and further development of our customer experience offer that will continue to benefit our communities for many years to come.  

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