Decision details

Transition of Services from the Communities & Environment Directorate to the Resources Directorate

Reference: D54163

Decision Maker: Director of Resources

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No


The Director of Resources & Housing approved the following requests:
a. To move the contact centre into BSC, focused on the operational management of the contact centre
b. To delete Dir60% post (Head of Contact Centre)
c. To create a new interim role Head of Transformation that will focus on the savings and transformation work programme.
d. To separate the business support team according to its functions rather than move as a whole team as set out in Appendix B
e. To delete Dir45% post (Development and Improvement Manager)
f. To move the Customer Relations team to Chief Executive’s Office
g. To move the Digital Access Team within DIS with the exception of those roles that are related to the social media team, which should move to become part of the contact centre
h. To move the Insite team within the Digital Access Team, reporting to the On Line Development Manager
i. To note the need to develop ways to strengthen the links between the Communication Team and the Digital Access Team on an on-going basis
j. To note the need to develop robust governance to enable prioritisation of the work of both the web team and the Customer Access Development team within DIS in line with the overall council’s requirements and to provide greater transparency
k. To note the need to agree a SLA between face to face and the resourcing and forecasting team, the P& R team as well as the training team to agree what services will continue to be provided and how.

Wards Affected: (All Wards);

Contact: Polly Cook, Chief Officer Sustainable Energy and Air Quality 07891 270928 Email:

Publication date: 11/06/2021

Accompanying Documents: