FCR18 - Financial Savings 2021-22 - Remodelling of Q and A Service
| Title | FCR18 - Financial Savings 2021-22 - Remodelling of Q and A Service |
|---|---|
| Council Resource | Finance and Corporate |
| Aims and Objectives | To provide information on the permanent withdrawal of the Q and A service in the council's public offices in Hamilton, East Kilbride, Lanark, Cambuslang (hub offices) and Rutherglen (non hub office). In addition, the withdrawal of the customer access points (free phones) in Blantyre, Carluke and Larkhall Libraries and Forth Community Resource Centre. This policy confirms the alternative delivery options to access council services. |
| Conclusion | As a result of COVID-19 lockdown and continuing restrictions, Q and A has been closed since 25 March 2020 and prior to closure was only utilised on average 55% of the working week. The COVID pandemic has changed the way in which the council delivers the front facing customer services. Services have been delivered effectively and successfully with no identifiable negative from Q and A closure. It is anticipated that future service by Social Work, Housing, Benefits and Revenues and Money Matters Advice Service will primarily be delivered by telephone and digital methods with necessary face to face contact to meet the needs of vulnerable customers and statutory requirements arranged on an appointment only basis. The majority of services that Q and A provided were on behalf of other council services and therefore customers will transact directly with services in the future. Disabled bus pass and companion card applications will still be provided in local areas by South Lanarkshire Leisure and Culture retaining face to face services locally and supplemented by the new online channel once implemented. In addition to the changes to way in which the council delivers service, customer behaviour will have changed with a reduced reliance on face to face service and increased support received by telephone, online, directly by services, carers, family. This change in customer behaviour combined with a vast reduction in face to face contact by services would result in a very low volume of traffic to Q and A resulting in further inefficiencies. A saving of £0.380m in 2021/22 will be achieved as a result of the closure of Q and A facilities. This is a non-statutory service. |
| Completion date | 24/2/21 |
| Contact Email address | equalities@southlanarkshire.gov.uk |