Agenda item

Ian Anderson, Complaints and Members’ Enquiries Manager, provided an update on the Members’ Enquiries system used by Councillors. He shared data indicating that between 1 November 2022 and 15 September 2023, there were a total of 3,872 Members' Enquiries and 3,450 service requests. Out of these, 3,242 inquiries were from Councillors, while 630 were from Members of Parliament. Mr Anderson compared these figures to the previous year's data, highlighting a similar pattern.

During the discussion, Mr Anderson outlined the ongoing efforts to improve the system. He explained the importance of making changes that were both cost-effective and valuable for the organisation. One significant proposal came from Councillor Bennett, who had presented icons designed for service requests. These icons aimed to simplify the identification of various types of issues, making it easier for Councillors to navigate and address residents' concerns. The Committee were asked to endorse them, recognising their potential to enhance user experience.

Councillor Mathers expressed concerns about the system's effectiveness, particularly regarding the challenges faced by elected members in efficiently resolving residents' issues. He pointed out that councillors were spending significant amounts of time completing service requests on the current portal, often facing complexities and inefficiencies in the process. Councillor Mathers stressed the need for a more streamlined and user-friendly system, expressing worry that the current challenges might tarnish the Council's reputation.

Councillor Riley intervened stating that a comprehensive review to address the issues raised during the meeting may be a way forward and acknowledged the frustration faced by councillors and agreed on the necessity of finding practical solutions to enhance the system's functionality. 

Councillor Mathers asked that it be put on the record that the Opposition felt that they had not been able to fully discuss what they had wished to during the item that evening.

The discussion continued with matters raised by other Committee Members.

Councillor Banerjee sought information on the breakdown of specific issues over the years and whether there were recurring patterns. He questioned whether the council was addressing these problems strategically or merely plugging holes as they emerged. Mr Anderson acknowledged that certain issues like waste and housing consistently appeared in inquiries, and he agreed to provide detailed data for further analysis.

The Chairman inquired about the progress of the sharing option, emphasising the need for a coordinated approach among councillors to avoid duplicate efforts. Mr Anderson explained that the functionality was under development, acknowledging the frustration faced by councillors in such situations. He mentioned the ongoing work to enhance search functionality, making it easier for councillors to identify and address specific inquiries within the system.

Councillor Garg raised the issue of duplicates within wards and suggested that analysing this data could offer valuable insights. Mr Anderson agreed to explore this analysis further, indicating the willingness to provide the necessary information.

Councillor Bridges sought clarification on sharing resident details in Member Enquiries, especially concerning GDPR regulations. He pointed out that similar platforms like Fix My Street allowed easy access to shared data and requested a review of this aspect for service requests. Mr Anderson acknowledged this as part of the system functionality. The Chairman indicated that this was a decision made at a more senior level to determine whether that progresses or not. Mr Anderson was thanked for his presence at the meeting.

RESOLVED:

That the Committee:

1)    Note the contents of the report and provide any comments to officers as appropriate and;

2)    Endorses the change to the look and feel of the Service Request page by adding in icons set out in Appendix B.