Appendix 1 – Phase one benefits realised
Perth and Kinross Council · 18 September 2024
Back to Finance and Resources Committee — 18 September 2024 and its agenda
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Digital customer services • Getting information right first time by transferring Council Tax, Scottish Welfare Fund and Community Assistance Line calls to experienced staff. Providing an end-to-end service from the first point of contact. • KARL customer service system delivers a more personalised service to customers, improved forecasting and data-driven insights for improved customer service. • Standardised telephone line configuration to give a more unified approach for customers and reduce IT demand. • Managing out of hours demand so that overflow calls from Aberdeen can be redirected. An out of hours ‘storm’ message has also been tested and implemented. • Aligning staff hours to demand to meet customer demand at peak times with reduced resources. Public transport • Community groups have been supplied with multi-purpose vehicles for local transport. o Demand Responsive Transport Scheme trial between Blairgowrie and Dunkeld with Stagecoach East. o Glenfarg Community Transport Group growing with new routes and agreement to loan a 16-seater minibus to support them. • Passenger information initiatives such as QR codes and information videos to improve range of information and certainty for customers. • Free bus Saturday rolled out for 2024 as travel incentive. Strategic procurement and commissioning • Optimising existing procurement framework resulted in £79,000 rebate from Scottish Procurement Alliance. • Best value achieved by using Quick Quotes rather than existing framework for play area upgrades achieved £40,000 saving. Summary of benefits delivered Transformation and Change
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Working smarter • Public sector hub delivering benefits of co-location and improved customer service experience. • Child and adult vaccination services from NHS Tayside moved in to Pullar House. • Unlocked opportunities such as a major strategic site becoming available for affordable housing. Collaboration • Tenant participation and community engagement teams merged to create a unified approach to collaborating with all community members on projects, co-design services and achieve better outcomes. • Community support and enforcement overlaps being reviewed with a view to consolidating activity currently delivered by several teams to enhance service levels, streamline provision and improve outcomes for residents. Whole family wellbeing • Whole Family Wellbeing Directory developed to raise awareness of services available to support families. • Microgrants delivered in partnership with PKAVS allowed 19 third sector and community groups to develop activities for family wellbeing delivered for over 450 children and young people, and over 200 parents/carers. • Universal Family Support Service delivered by Aberlour Childcare Trust to provide advice and signposting to around 50-100 people a week and direct support to up to 250 families a year. Starts 9 September 2024.