Decision details

11.1

The Assistant Director Transformation and the Director of Customer Experience and Communities presented a report providing an update on the Council ’s Future Sheffield Transformation programme, including:

? An overview of progress to date on the immediate priority areas agreed at the Strategy & Resources Committee on 24th July 2024, including the next steps for the Customer Experience Programme.

? An overview of the activity that is planned to take place and the investment required over the next two to three years to fully realise the potential of implementing the target operating model and the Future Sheffield transformation programme.

11.2

RESOLVED UNANIMOUSLY: That Strategy and Resources Policy Committee:-

(a) notes the progress of the Future Sheffield Transformation programme including the potential financial and wider benefits;

(b) notes the intended next steps for the Customer Experience programme and agree to progress further development and delivery of the Customer model, including strengthened leadership for this function, realising the model across the Council, and associated benefits. This will involve engagement and consultation with any affected staff in due course as appropriate;

1.Endorse the focus of the next phase of the Customer Experience Programme, including the next set of service areas prioritised for end-to-end customer journey development alongside the Digital Programme (see Appendix C)

2.Agree to progress to the next stage of developing and delivering the future Customer model, including clear management arrangements and the implementation of the Core Customer Hub for the Council , preparing for the transition of additional responsibilities into the Contact Centre in a phased approach (see Appendix B)

3.Request officers to build integrated coordination and governance between the Customer Experience Programme and the co-creation of the Communities Strategy and wider community engagement activities, including links with the cross-party Member reference group, given their interrelated nature.

(c) notes the proposed activity and investment required to deliver the Future Sheffield Transformation Programme over the next two to three years (see Appendix A); and

(d) notes that following implementation work will progress to identify a strategic partner to support delivery.

11.3

Reasons for Decision

11.3.1

The Council’s transformation programme, Future Sheffield, is aimed at improving service effectiveness and delivery across the organisation whilst creating a robust long-term financial plan for the Council.

11.3.2

Delivering a whole council approach to implementing the Council’s Target Operating Model, will achieve more joined-up services, greater effectiveness and efficiencies which could not be achieved by individual siloed changes. As the Programme progresses, the Council will develop the capabilities and infrastructure to successfully deliver far more sweeping and potentially complex changes.

11.3.3

By moving from strategy into delivery, the Future Sheffield Transformation Programme will begin to demonstrate the benefits and tangible change to the organisation and our communities. This will build the momentum and our ability to deliver wider transformation with strategic oversight by Future Sheffield Board and the Strategy and Resources Committee.

11.4

Alternatives Considered and Rejected

11.4.1

Do nothing - The Council could choose not to implement the cross-council the target operating model and accelerate the Future Sheffield transformation programme thereby continuing to deliver as per existing ways of working. This has been rejected because the Council would fail to deliver against the vision and outcomes set out in the Council Plan and previous decisions taken, with the resulting negative impact on demand, costs, the Council’s medium-term financial sustainability, and its reputation.

11.4.2

Service by service improvement - The Council could choose to enable individual services areas to develop and implement specific changes associated with agreed aims and ambition. This has been rejected because it would not achieve the ‘one council’ approach and the holistic outcomes and financial benefits envisaged in the Council Plan and the Future Sheffield Programme.