The Deputy Chief Executive/Director of Finance submitted the Customer Access Strategy (CAS), which had been reviewed and updated and agreed by the Cabinet on 13 October 2011 (minute 159 refers). He reported that the Strategy retained the same focus of reducing service costs whilst improving customer experience and now also included reference to the programme of work to co-locate Libraries and One Stop Shops. Across the Council there was a clear need to find savings and he commented that the CAS was central to meeting that need.

He referred to the potential savings to be achieved, in terms of buildings and staff, by the alignment of complementary services. Libraries and One Stop Shops worked with a range of partners including Police, Health, the Department for Work and Pensions (DWP) and he commented that locating services together improved accessibility and offered opportunities for staff development. In response to a question in relation to consultation with regard to the evolving use of libraries and One Stop Shops, the Director confirmed that liaison would continue with Ward Councillors as building rationalisation continued. He indicated that Joint working with other organisations and agencies had resulted in a number of One Stop Shops being presently located within DWP sites and commented that Her Majesty’s Revenue and Customs (HMRC) was now located within Birkenhead One Stop Shop, where a face to face service was offered.

Resolved –

(1)  That the updated Customer Access Strategy be noted.

(2)  That the officers be requested to prepare a standard procedure to ensure that Ward Councillors are updated in relation to changes in the use of libraries and One Stop Shops.