What is the policy/strategy/function/trying to achieve/do?
This is part of wider savings through the council’s budget-setting process and aims to achieve a saving from the Strategy & Engagement budget, which equates to £57,000.
If this is a budget saving, how will the saving be achieved?
The reduction can be achieved through a structure review and operational budget reduction.
Specifically, this would be from a combination of a reduction in staff resource through the deletion of posts in line with Council policy and a reduction in operational budget.
A focus remains on delivering effective and efficient front-facing services with the introduction of new technologies to enhance customer contact.
There is no proposal for targeted reduction of posts based on protected characteristics.
Any staffing changes will be subject to HR policy, consultation and equality monitoring.
Give details of the impact it has on groups and individuals
Internal stakeholders:
- Employees within Customer Services Hub
- Services utilising the Customer Services Hub for customer contact
- Chief Executive and Corporate Management Team
- Elected Members
- Trade Unions
- HR
- Other council services
External stakeholders:
- ALEOs
- Public
A desktop assessment has been carried out:
- Strategic Workforce Plans;
- Budget modelling and medium-term financial strategy;
- Current staffing establishment data;
- Channel review results (in progress) and workload demand profiling
- HR equality monitoring data;
Strategy & Customer Experience requires to comply with relevant legislation in a timely manner in order to ensure specific audiences have access to information to support them.
Relevant accessibility legislation:
- (Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018)
- Civil Contingencies Act 2004
- Fairer Scotland Duty in Equality Act 2010
The Customer Services Hub provides a range of services to the all council tenants and the general public. Whilst digital first is the preferred option communication via email and telephone are available and make up a large volume of the interactions. A quality control and auditing system is in place to ensure services meet customer needs.
What actions/measures will be put in place or are planned to mitigate any adverse impact or promote equality?
No specific equality risks have been identified.
What is the result/recommendations of the EqIA
Introduce the policy.