Hillingdon Council Cabinet Member and Officer Decisions
Housing Customer Led Service Redesign - PART II
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Executive Decision Notice – 6 September 2021 Page 1 This notice is a public document also available to view on the Council's website www.hillingdon.gov.uk OFFICIAL EXECUTIVE DECISION NOTICE PUBLISHED BY DEMOCRATIC SERVICES Notice is hereby given that the following decision(s) have been made today by Cabinet Members at the London Borough of Hillingdon: Title of decision CUSTOMER CONTACT DELIVERY MODEL REVIEW (HOUSING SERVICES) Reference No. 267 Date of decision Monday 06 September 2021 Call-in expiry date 5pm on Monday 13 September 2021 Relevant Select Committee(s) Corporate, Finance & Property Select Committee Relevant Ward(s) All Wards Decision made Cabinet Members making the decision Councillor Ian Edwards – Leader of the Council Councillor Douglas Mills – Cabinet Member for Corporate Services and Transformation Councillor Eddie Lavery – Cabinet Member for Environment , Housing and Regeneration DECISION APPROVED That the Leader of the Council, the Cabinet Member for Corporate Services & Transformation and the Cabinet Member for Environment , Housing & Regeneration accepted the tender from PricewaterhouseCoopers Ltd (PwC) to take a customer pathway approach to redesign the future state of Housing Services in order to improve the efficiency and customer experience at a total value of £275,000. Reason for decision This project will take a structure d approach to creating a new delivery model for the service led by customer requirements to drive efficiency and improvement. Through a structured phase of alignment, the outcome of this work will be incorporated with the automation of customer contact and robotic process automation projects; this will ensure a coordinated approach is Executive Decision Notice – 6 September 2021 Page 2 This notice is a public document also available to view on the Council's website www.hillingdon.gov.uk taken to transformation which will in turn provide a blueprint that will form the basis of transformation in other core service areas. Alternative options considered and rejected The only alternative would have been to complete an in -house review. However, this approach would not bring the level of rigour and challenge officers are seeking on this occasion. Classification Part 2 – Members’ Only and Not for Publication That this report be declared as exempt from publication as it involves the disclosure of information in accordance with Section 100(A) and paragraph 3 of Part 1 of Schedule 12 (A) to the Local Government Act 1972 (as amended), in that the report contains information relating to the financial or business affairs of any particular person (including the authority holding that information) and that the public interest in withholding the information outweighs the public interest in disclosing it. Link to associated report N/A – Exempt report Relevant Officer contact & Directorate Dan Kennedy – Planning, Environment, Educat ion and Community Services Any interest declared by the Cabinet Member(s) / dispensation granted N/A Implementation of decision & scrutiny call-in [Internal Use only] When can this decision be implemented by officers? Officers can implement Cabinet Member decision in this notice only from the expiry of the scrutiny call-in period which is: 5pm on Monday 13 September 2021 However, this is subject to the decision not being called in by Councillors on the relevant Select Committee. Upon receipt of a valid call-in request, Democratic Services will immediately advise the relevant officer(s) and the decision must then be put on hold. Councillor scrutiny call- in of this decision Councillors on the relevant Select Committee shown in this notice may request to call-in this decision. The request must be before the expiry of the scrutiny call-in period above. Councillors should use the Scrutiny Call-in App (link below) on their devices to initiate any call-in request. Further advice can be sought from Democratic Services if required: Scrutiny Call-In - Power Apps (secure) Executive Decision Notice – 6 September 2021 Page 3 This notice is a public document also available to view on the Council's website www.hillingdon.gov.uk Further information These decisions, where applicable, have been taken under The Local Authorities (Executive Arrangements) (Meetings and Access to Information) (England) Regulations 2012. This is the formal notice by the Council of the above executive decision, including links to the reports where applicable. If you would like more information on this decision, please contact Democratic Services on 01895 250636 or email: democratic@hillingdon.gov.uk. Circulation of this decision notice is to a variety of people including Members of the Council, Corporate Directors, Officers, Group Secretariats and the Public. Copies are also placed on the Council’s website. Democratic Services London Borough of Hillingdon Civic Centre High Street Uxbridge UB8 1UW