Decision details

Date: 20 March 2020

Decision:

Decision taken to close the ‘open door’ policy for face to face enquiries, closing customer service counters and moving to appointment bookings only.

Customer Access points will move from an open door arrangement to booked appointments.

Face-to-face appointments will still available for statutory services/other services where no other alternative available for the customer.

Customer Service counters will close and move to ‘meet and greet’ function i.e. opening front door to customers on arrival and directing them to the meeting room.

Customer Services will focus on managing customer demand through telephony and digital channels.

The delegation for this decision is detailed within the Scheme of Delegation in the Council’s Constitution

Key Decision:

Yes

Reason(s) for Decisions:

To comply with social distancing guidelines and ensure a continued provision of a digital service to residents

Decision Maker (Name and Title):

John Sellgren, Executive Director for Place and Senior Leadership Team

Alternative options considered and rejected:

The alternative option would be to maintain an open door policy. This would not be appropriate as it wouldn't enable the council to comply with social distancing guidelines

Any conflict of interest declared by any member consulted:

None

Any dispensation granted in respect of any declared conflict of interest:

None