Issue - meetings

          The Board received a report from the Director of ICT and Support Services which provided an update on the department’s programme of work.

          The report outlined the different workstreams of the programme which included delivery of Microsoft365; Customer Journey Transformation; the Business Analysis Programme and Artificial Intelligence (AI) and details of each were described in the report.  These were big projects but once completed they would bring many benefits, including cost savings.

Digital poverty was quite high in Halton and so the One Stop Shops remained an essential aspect of the front door into the Council for many, with increased footfall along with violent incidents and abuse experienced by staff.  Approximately 428,00 cases were dealt with each year in the One Stop Shops. 

Members were advised that the programme of work would also link to the partnership with NHS led Halton Health Hubs.  Options were being explored to increase the number of Council services within the locations bringing services into the community on a face-to-face basis.  Digital poverty meant that not all interactions could be digital. 

Members of the Board scrutinised the report and the following additional information was provided in response to questions:

·       with regards to AI, as owners of information, the Council would be responsible for any breach of data.  However, a lot of AI was a base of  knowledge and the type of AI the Council would hold would be kept onsite;

·       there were in-house opportunities for AI, although it would be a big piece of work to analyse the data;

·       it was suggested that digital poverty and those with literacy problems  could be frustrated with new systems, however, it was noted that 80% of people contacted the Council via mobile phones and access would be tailored to mobile access.

The Board thanked officers for an interesting and reassuring report and appreciated that in-house talents would be used to move the Council forward.

          RESOVLED:  That the Board supports the ongoing programme of work.