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Customers, Performance, Resources and Governance Scrutiny Committee. Scrutiny committees question decisions and can recommend changes. They don't make the decision.
Council Front Door Project progress
The committee thanked the Lead Members and officers and welcomed the positive progress. It agreed that future progress reports be scheduled at the end of each project phase, so the committee can inform the next phase. It also agreed that future reports link feedback from the Customer Access Survey to project areas, to compare online take-up and satisfaction.
Customers, Performance, Resources and Governance Scrutiny Committee. Scrutiny committees question decisions and can recommend changes. They don't make the decision.
Council Front Door Project: progress and next steps
The Committee agreed to recommend to the two Lead Members that future reports allow pre-decision scrutiny of options appraisals for the next phases. Pre-decision scrutiny means the Committee examines options before a decision is taken. It also agreed to recommend that future reports include feedback from the Customer Access Survey, due to run for eight weeks from 8 June 2026, and more detail on the key actions and milestones for each phase, with targets and completion dates. The Committee also agreed that an open day be held for its Members on customer contact trends and call volumes, and that case studies of new online systems and service user feedback be circulated to them.
Items are linked when their titles share most of their words and they fall within 18 months of each other. Councils don't number reports across meetings, so a few links may be wrong, and a step may be missing if its title changed a lot. Each step links to the meeting, where the council's own papers are.