►
From YouTube: Basingstoke Gov - Scrutiny Committee - 21/03/2023
Description
If there is buffering on the YouTube stream, the webcast can be viewed through the council's website https://www.basingstoke.gov.uk/webcast
A
A
This
has
been
webcast,
it'll,
be
live,
and
so
all
behave
yourself
as
always,
and
please
switch
your
mobile
phones
off
what
all
right.
We
have.
Apologies.
B
A
A
D
Good
evening
councilors
and
for
those
of
you
I
haven't
met
before
my
name
is
Katie
Salis
and
I'm,
the
head
of
customer
service
improvement
and
performance
in
today's
world.
Our
customers
interact
with
the
council
in
many
ways,
and
a
good
and
well-informed
customer
experience
across
these
access
channels
translates
into
a
seamless
experience
with
the
council.
D
Thank
you
for
your
time
and
I.
Welcome
any
comments
you
have.
A
E
Thank
you,
chair
and
committee
I
guess
initially
just
thank
you
to
Katie,
obviously,
for
the
effort
that's
been
putting
in
bringing
this
paper
forward
and
Katie's
covered
most
of
the
points,
but
I
guess
just
to
reinforce
that
you
know
when
it
comes
to
Service
delivery.
Generally
residence
customers
have
a
choice,
but
with
a
council
you
know
they
have
no
choice.
E
We
are
the
service
provider
and
it's
really
important
that
we
do
deliver
a
best
in-car
service
and
that
that's
where
we
should
be
kind
of
aiming
for
I
think
it's
really
important
to
reinforce
the
message
around
digitization.
We're
not
saying
that
digital
is
for
everybody,
but
I
think
we
need
to
recognize
that
the
world
is
moving
in
that
direction
and
customer
expectation
in
that
space
has
certainly
moved
on
significantly.
E
But
equally,
it's
super
important
that
if
that
is
not
the
right,
great
contact
channel
of
choice
for
you
that
ultimately
we
are
here
at
the
end
of
the
phone,
as
we
always
have
been
so
I
guess
just
to
reinforce
that
this
isn't
a
paper,
that's
seeking
to
say
that
we
will
no
longer
be
here.
Taking
phone
calls
absolutely
not,
but
I
think
we
just
need
to
recognize
that
times
have
changed
and
things
have
moved
on
and
I
guess.
Just
looking
forward
to
hearing
your
feedback
on
the
paper
this
evening
as
well.
A
C
Thank
you,
yeah
I'm,
just
having
a
quick
I,
did
read
it
through
before
and
sort
of
just
looking
at
it
and
something
that
is
jumping
out
at
me.
Is
there
isn't
really
any
talk
about
sort
of
visual
imagery
to
use
for
communication
with
people
we
do
have
an
increasingly
diverse
population.
C
We
also
have
people
who
potentially
have
cognitive
disability
and
making
the
bit
I'm
pleased
to
see
I
think
we'd
talk
about
not
sure,
because
it's
one
of
the
next
one
about
the
deaf
for
people
with
hearing
problems
that
sort
of
support-
that's
great
but
obviously
I
I,
know
that
looking
at
the
current
website
at
the
moment
is
incredible.
There
is
the
nice
visuals
at
the
front,
but
it's
incredibly
hard
to
find
any
data.
I
know
that's
already
recognized,
but
obviously
from
a
customer
service
perspective.
So.
F
C
Somebody
goes
onto
the
website;
it
should
be.
It's
always
about.
Don't
make
me
think
when
it
comes
to
web
design,
and
it's
just
you
know,
keeping
it
simple
and
don't
and
if
I,
if
I'm,
not
able
to
think
things
through
clearly
or
I'm
in
a
panic
situation
that
should
make
it
really
simple.
So
it'd
be
really
nice
to
see
that
reflected
in
here
to
show
that
there
will
be
because
it
does
talk
about
accessibility.
C
G
Thank
you,
mine
was
I
just
wanted
to
ask
some
questions
around.
It
was
on
the
customer
experience
action
plan
and
it's
about
complaints,
so
you
say
in
there
that
you're
going
to
spread
the
learning.
What
does
that?
What
does
that
mean.
G
D
So
the
kpi
we
have
is
that
we
will
respond
to
complaints
within
10
working
days
of
receipts.
We
send
out
Auto
acknowledgments
within
24
working
hours
of
receipts,
and
if
we
can't
do
that
that
we
provide
a
holding
response
and
explain
why
we
can't
do
it
in
the
10
days
and
give
you
an
estimate
of
when
we
can-
and
that
is
something
that's
closely
monitored
for
adherence.
G
D
On
our
website
it
will
translate,
it's
called
translate
it
translate
it.
So
you
can
translate
our
website.
We
also
have
a
provider
who
will
provide
either
written
documents
that
have
been
translated
or
provide
a
translator.
If
it's
an
in-person
meeting
that
we
need
to
have,
we
also
have
a
couple
of
our
reception.
H
Thank
you
chair.
Thank
you
very
much
for
the
paper.
It's
good
to
see
that
we've
got
customers
or
residents
at
the
heart
and
everything
we're
doing.
Could
you
outline
for
me
a
bit
more
on
you
mentioned
on
page
19
that
will
develop
effective
customer
engagement
forums?
Could
you
sort
of
outline
what
you're
thinking
there
please.
D
D
We
don't
do
that
at
the
moment
and
it's
something
we
need
to
do
more
as
we
move
forward,
because
we
can't
assume
we
know
what's
important
to
the
customer.
We
might
think
we've
built
a
journey
that
is
really
good.
It
may
not
actually
get
the
important
points
for
them,
so
it's
to
get
that
that
real
life,
quantitative
feedback
from
our
actual
residents,
who
use
the
services
that
we
provide,
rather
than
merely
doing
what
other
councils
do
and
solely
relying
on
the
volume
data
that
we
hold.
D
So
we
know
how
many
people
contact
us
for
X,
Y
and
Z,
but
it's
around
the
the.
Why?
How
was
that
for
you
in
the
paper
as
well
I
make
reference
to.
You
might
have
a
very
good
conversation
with
somebody
in
the
contact
center
and
you're
pleased
with
that
interaction.
But
the
fact
you
had
to
phone
to
find
that
out
because
you
couldn't
get
it
on
our
website,
that's
something
where
we
can
improve
the
journey
and
it's
getting
that
kind
of
real
feedback
from
people
on
their
experience.
D
H
D
With
the
new
website
that
we
are
designing
at
the
moment
we're
going
to
be
offering
some,
we
will
ask
volunteers
to
carry
out
a
process
to
see
how
they
are
doing
it
again.
We
live
and
breathe
it
every
day
we
get
used
to
it
and
we
think,
oh
that's
obvious,
but
it
may
not
be
and
I
think
that'll
prove
to
be
valuable
there.
So
that's
the
first
one
of
these
things
that
we
will
do
will
be
around
that
new
website,
design
and
Journeys
and
then
for
other
access
channels
as
well.
I
Thank
you
and
thank
you
very
much
for
the
presentation
and
it
looks
it
looks
great
and,
as
Kate
was
saying
it's
great
to
see
everybody,
the
the
customer
at
the
heart
of
it
I'm
wondering
whether
we
could
have
a
bit
more
standardization
of
the
responses,
because
if
somebody
phones
or
they
send
a
letter
or
they
send
an
email
or
they
complain
at
the
end
of
the
day,
always
arrives
on
the
same
person's
desk,
no
matter
what
format
it's
in
and
I'm
wondering
whether
we
could
use
the
process
that
you've
already
outlined,
which
I
think
is
brilliant
of
having
an
immediate
acknowledgment
and
then
within
I,
think
I
think
rather
than
24
working
hours.
I
Does
that
mean
one
working
day
or
two
working
days,
one
or
the
other,
but
working
days
are
easier
and
I
think
than
working
out.
So
you
have
your
acknowledgment
and
then
your
initial
response.
So
if
it's
very
straightforward
answer
it,
but
otherwise
the
sort
of
holding
response
and
then
more
detailed
one
later
I
think
if
we
can
do
the
same
for
everyone
with
the
same
timings.
That
would
probably
work
really
well.
D
Yes,
thank
you.
Yes,
one
one
of
the
one
of
the
things
I
noted
earlier
is:
do
we
do
those
acknowledgments
for
letters?
I
know
we
do
it
for
complaints,
but
in
a
letter
when
you
get
it,
do
our
email
addresses
that
we
publish
like
that,
have
the
auto
acknowledgments
on
them.
So
that's
an
action.
I
have
noted
to
do
that.
So
we
again
it's
that
we
want
the
customers
to
experience
us
as
a
council
rather
than
the
separate
entities
and
it
being
very
different,
depending
on
where
you
happen
to
land.
E
J
Okay,
thank
you
very
much.
My
question
is
about
you
know
counselors
itself
contacting
via
the
contact
email
addresses.
We
send
emails
there
and
often
you
know
we
get
the
response.
If
the
officer
requires
some
more
information,
we
don't
get
any
response.
J
So
that
completes
the
360
degrees
right
now,
I
mean
ever
since
I
I
became
counselor
and
nearly
two
two
years
I
said
I
can
see
the
emails
around
88
emails
from
the
contact,
so
probably
around
30
or
35
issues
that
I
raised,
but
the
rest
of
them
are.
One
of
them
is
an
automatic
response,
saying
that
yeah
thank
you
for
contacting,
and
the
next
one
is
just
asking
for
some
more
information
and
some
of
the
issues
that
I
raise
it
and
all
of
a
sudden
ICA
different
outcome
than
what
I
normally
anticipate.
K
E
Sorry
so
I,
don't
really
gonna,
say
the
same
thing
or
carry
on,
but
I
think
I
guess
Aaron.
The
point
you
make
is
super
valid
because,
as
counselors
technically
you
are
a
customer
of
the
service,
that's
being
provided
by
the
contact
center.
I
guess.
The
purpose
of
this
paper
has
predominantly
been
looking
at
our
residents
and
the
service
level
when
they
interact
with
us.
But
I
think.
E
The
point
that
you
make
is
super
super
valid
and
it's
really
important
as
well
and
I,
think
even
in
terms
of
insuring
from
a
touch
point
point
of
view
that
all
contact
comes
in
from
counselors
via
the
contact
center
as
well.
But
I
think
the
point
you
make
is
really
valid.
It's
not
been
picked
up
in
this
paper,
but
I
think
it's
something
that
we
do
need
to
think
about,
because
it
is
really
important
that
as
counselors
you
asked
in
a
recipient
of
that
service
or
the
contact
centers,
providing.
F
So
I
think
it's
worth
noting
in
terms
of
when
we're
thinking
about
residents
and
their
contact.
Obviously
part
of
the
new
CRM
system
is
about
that
360
degree,
feedback
and
notification
in
terms
of
what's
happening,
I
think
what
we
need
to
understand
is
where
the
contact
is
coming
from
members
and
how
we
might
be
able
to
utilize
that,
in
a
similar
fashion
to
provide
updates.
So
it's
certainly
something
that's
being
looked
at
as
part
of
our
solution,
so
we'll
see
how
that
can
fit
members
requirements
as
well.
B
Yeah,
thank
you.
My
question
actually
leads
into
what
we've
just
been
been
talking
about,
because
section
2.5
talks
about
the
delivery
of
the
new
customer
relationship
management
system.
I.
Just
wonder
if
there
is
a
time
scale
for
that
I'm
just
going
to
make
the
exactly
the
suggestion
that
Sue's
just
made
that
there's
a
parallel
in
the
way
the
system
would
operate,
regardless
of
who
is,
is
coming
in
with
a
query
and
being
able
to
look
online
and
see
the
status
of
how
it's
being
managed
would
be
really
appreciated.
D
So
we're
we're
anticipating
that
the
first
phase
of
the
new
customer
relationship
management
system
will
go,
live
in
September
and
that
will
be
for
Waste
and
Recycling
services
and
then
the
subsequent
phase
to
that
will
be
for
the
parks
and
Street
Scenes
services
and
then
the
residual
services
on
the
CRM
both
of
those
Services.
We
want
to
develop
the
capability
to
provide
the
proactive
status
update,
which
we've
just
discussed.
I.
D
Think
the
thing
that
Jesse
and
I
will
need
to
think
about
is
the
entity
on
that
system,
whether
it's
the
councilor
or
the
customer,
because
I
mean
it's
just
one,
so
whether
we
have
whether
there
is
something
we
can
do
there
so
that
you
also
get
notification
or
is
everything
going
through
the
counselor
rather
than
that
Resident.
So
it's
thinking
that's
through,
but
technically
the
person
that's
logged
it.
The
name
we
have
there.
If
we
have
the
email
address
will
be
the
one
that
will
get
those
proactive
updates
for
those
services.
L
That's
frustrating
because
you've
been
through
the
numerical
selection
process,
then
you
come
to
a
human
being
and
you
think
from
there
yeah
and
often
goes
again.
So
I
I'd
like
to
understand
what
we're
doing
to
kind
of
push
that
as
a
process,
because
it's
a
much
more
fulfilling
experience
and
you
get
a
much
greater
sense.
You
might
get
your
thing
dealt
with
fairly
fairly
quickly.
So
that's
one
question.
The
other
question
is
to
do
with
and
I'm,
not
honestly,
not
up
to
date
with
all
the
terms,
but
one.
F
L
The
things
I
find
very
frustrating:
are
these
sort
of
robotic
chat
boxes?
Do
you
want
to
have
a
chat
with
a
robot,
no
and
predetermining
questions
and
answers
go
to
here,
and
it
will
help
you
and
the
question
never
quite
covers
what
you
want
to
ask,
and
the
answer
certainly
doesn't
give
you
what
you
want.
Are
we
going
to
resist
using
those
things
or
or
what
sort
of
as
we
go
forward
because
they
they
enrich
the
customer
when
we
run
a
lot
of
Journeys
in
here.
D
D
Thank
you.
Yes,
they
will
say
on
the
phone
as
well.
The
worst
thing
you
can
say
is:
have
you
read
our
website
because
very
often
they've
tried
that
they
want
to
phone
because
they
want
to
talk
to
somebody.
Yes,
the
principal
of
the
warm
Handover
is
something
the
contact
center
do
do
with
calls
out
to
officers
if
they're
unable
to
handle
the
query,
so
the
contact
center
to
a
deep
level
handle
waste
and
recycling
parks
and
Street
Scenes.
D
It's
unlikely
you'd
need
to
speak
to
anybody
else,
but
if
they're
passing
the
call
over
to
another
officer,
they
will
wait
on
the
line
and
and
do
that
warm
transfer.
That
is
a
principle
we
operate
to
it's
something.
I
can
pick
up
with
the
officers
in
the
services.
If
you
all
lived
experiences
that
all
your
residences,
that
that
doesn't
happen
in
reality
that
you
wouldn't
know
that
that
warm
Handover
had
appeared.
So
I
will
pick
that
up.
D
That
sorry,
you
only
want
to
say
it
once
and
yes
and
then
moving
to
the
chat
Bots.
It's
interesting.
We
have
trialed
a
chatbot
on
our
website
and
it
hasn't
delivered
what
we
anticipated.
So
it
isn't
something
we're
going
to
persist
with
I
think
customers
have
found
it
confusing.
Are
they
using
the
search
box
or
are
they
using
the
Bots
and,
as
you
say,
Bots
are
more
successful
when
they're,
narrow
and
deep?
This
can
be
about
anything
that
the
council
may
be
doing.
So
it's
not
as
successful
in
in
my
view.
D
C
Thank
you
chair.
Actually,
that
was
interesting
because
I
was
looking
there
and
thinking
about
the
chat
Bots
and
obviously,
if
that's
something
that
you
can
potentially
look
at
as
you
gather
your
data,
because
it's
the
data,
that's
what
feeds
into
the
chatbot
and
makes
them
effective
or
not,
but
one
thing
I
was
thinking
about
is
under
normal.
If
you
were,
you
know
during
your
garage,
it's
not
you
wouldn't
normally
have
any
situations
that
potentially
would
elicit
an
emergency
service
or
a
crisis,
but
obviously
we
deal
with
things
like
housing,
domestic
abuse.
C
D
Yes,
our
out
of
hours
responses
will
be
covered
and
I
can
confirm
if
you
phone
844844
currently
and
it
is
around
homelessness
or
a
a
vulnerable
situation,
then
the
service
provider
is
in
touch
with
our
housing
team
and
a
duty
officer
will
pick
that
up.
D
So
that
is
the
case
now,
and
one
of
the
things
we
are
also
going
to
do
on
the
website
review
is
make
it
clear
if
that's
something
we
do
out
of
ours
or
not,
because
that's
not
always
clear
in
every
case,
and
we
don't
do
it
for
every
services,
but
absolutely
for
those
critical
ones.
We
do.
D
G
Thank
you.
I
just
want
to
pick
up
what
animal
was
saying
about
in
relation
to
the
counselors
experience
in
so
we're
told
to
actually
all
of
us
to
use
the
contact
center
to
report
issues
and
what
my
experience
has
been
that
you
then
pass
it
on
to
whoever.
G
G
So,
to
be
honest,
now
I've
stopped
tending
to
use
the
contact
center,
which
is
not
good
because
we're
all
told
that
that's
a
route
that
we're
meant
to
go
so
I
do
think
as
a
customer
experience
and
there
were
maybe
a
different
customer,
but
it
it
doesn't
work
so
who
owns
So?
G
If
something
comes
into
you
who
owns
that
and
at
what
point
does
it
then
become
the
property
or
someone
else
to
then
you
know
we
need
to
have
some
very
clear
guidelines
on
so
if
you
then
pass
it
over
to
Street
Hair,
you
know.
Is
it
then
an
officer's
responsibility
there
or
is
it?
Do
you
have
to
see
the
outcome
through?
D
Currently,
if
I
can
use
the
term,
it
is
a
one-way
we
would,
if
we
can,
handle
it
and
respond
to
it
for
you,
we
will
so
if
it's
reporting,
for
example,
Fly
tipping-
and
we
can
log
that,
as
a
report
for
the
street
care
operative
to
go
out
and
clear
that,
if
there's
a
problem
with
that
flight,
if
we've
got
other
questions,
that's
the
sort
of
thing
we
would
need
to
log
for
you
but
pass
it
on
to
that
service
area.
At
the
moment
we
don't
have
a
closed
loop
feedback.
D
So
unless
you
were
to
come
back
to
us,
we
don't
we're
not
aware
whether
that
has
been
resolved
or
not,
because
the
request
has
gone
out.
That
is
something
that
the
new
CRM
will
give
us
that
greater
visibility
on,
and
also
the
adherence
to
the
the
service
levels,
as
councilor
being
was
saying.
It's
that
visibility
there.
So
I
think
that
is
something
that
will
improve
and
also
the
the
response
times
are
there
in
the
charter.
Once
things
are
handed
off
to
other
or
back
office
area,.
G
The
other
question
was
around
on
the
customer
Charter,
you
say
when
you
contact
us,
we
will,
you
say,
offer
a
variety
of
ways
to
access
as
services,
including
a
quicker
and
easier
online,
and
then
you
say,
lower
down.
You
say
to
help
us.
We
would
like
you
to
access
services
online
as
much
as
possible.
G
Do
we
need
to
have
that
as
what
we
would
like
you
to
do,
because
I
just
think
the
emphasis,
then,
is
you
know
that
a
move
away
from
people
that
want
to
be
able
to
I
I,
don't
know
that
I'd
want
that
should
be
in
there
I
think
you
know
what
we're
saying
what
we
want
above
and
what
we're
going
to
do,
but
I
think
in
almost
overrides
that.
Well,
what
was
that
asking
the
customer
to
do?
Is
it
necessary
to
have
that
in
there.
D
No,
it
isn't
necessary,
it
is.
It
does
help
us,
but
what
we're
not
doing
is
saying
that
you
have
to
do
that.
So
I
think
if
it
gives
that
a
sort
of
overrides,
as
you
say,
I'll
note
that
down
that
that
was
a
comment
of
the
scrutiny.
H
Thank
you.
I'd
certainly
like
to
commend
the
out
of
our
service.
I
had
caused
to
phone
in
a
couple
of
months
ago
and
snow
spell
about
a
homeless
person
and
I
have
to
say
they
were
extremely
helpful,
a
very
sensible
response
and
used
good
judgment.
So
I
would
like
to
say
a
big
thank
you
to
whoever
was
on
call
that
weekend.
H
The
other
one
I
wanted
to
ask
you
about
is
you've,
got
on
your
website.
Improvements,
improved
online
forms
and
I
just
want
to
check,
because,
obviously
that's
coming
up
in
June
as
a
resident.
H
Please
can
you
put
the
tree
form
in
so
that
you
can
fill
that
in
online
at
the
moment,
that's
like
an
instrument
of
torture,
trying
to
click
in
and
and
get
the
form
to
work
in
a
way
that
it
really
doesn't
want
to
at
the
moment
that
would
that
would
really
save
the
poor
lady
having
to
post
forms
to
you
and
do
the
rest.
Thank
you.
L
B
L
More
question:
this
is
more
that
I've
experienced
as
a
counselor
customer
most
of
the
time,
I
send
an
email,
I
get
back
reply
not
in
the
office
and
that's
not
a
criticism.
People
are
doing
all
sorts
of
things,
but
they
also
some
will
say
contacts
and
so
else
is
there
some
sort
of
way.
We
can
automate
that
so
I
don't
have
to
go
and
send
another
email
to
somebody
else.
It
can
just
be
transferred
to
their
Deputy
substitute
whatever
it
is,
so
that
I
don't
have
to
then
spend
time.
F
And
it's
certainly
something
we
can
have
a
look
at,
but
I
think
the
difficulty
is
that
for
some
people
they
would
they
only
want
to
talk
to
that
individual
and
therefore,
if
it's
private
and
confidential
wouldn't
want
it
to
then
be
automatically
passed
on.
So
it's
a
judgment
for
the
person,
that's
actually
trying
to
contact
them
if
they
would
like
to
contact
somebody
else.
So,
whilst
I
appreciate
probably
nine
times
out
of
ten,
you
may
well
want
to
go
on
to
contact
that
other
person.
F
F
L
So
no
thank
you
very
much
for
that
response.
Cheers.
A
Just
starting
the
I
think
you
touched
on
it
earlier.
The
question
I
asked
earlier
before
we
started
the
meeting
when
we
was
talking
about
the
written
word
rather
than
the
email
timing
that
was
picked
up
earlier,
was
that
yeah
have
we
got
any
record
recommendations
to
go
forward
because
most
people
were
saying
it's
a
good
thing.
Let's
look
at
it
and
I
think
what's
coming
out.
For
me,
as
a
chair
is
what's
been,
what's
happened
is
actually
quite
good
and
the
way
forward
seems
to
be
a
positive
way.
F
F
You
get
the
same
initial
letter
fed
back
and
you
get
the
same
response
initial
response
times
a
request
in
terms
of
the
this
or
Visual
Communications
on
our
websites
to
make
sure
that,
for
those
that
may
be
less
able,
that
is
actually
easier
for
them
to
find
information.
F
F
F
Probably
a
change
of
wording
around
the
complaints,
rather
than
saying
spread,
learning,
perhaps
share
the
learning
and
just
being
a
bit
more
clarity
in
terms
of
what
we
mean
by
that
particular
point
to
reflect
on
the
use
of
the
terminology
around
it's
easier
for
us.
If
you
use
online
services,
the
tree
form
can
that
be
added
online.
F
F
You
know
I,
think
it's
fair
to
reflect
that
it's
it's
a
choice,
yeah,
but
you
may
find
it
easier
if
you
do
the
online
because
it's
meant
it's
a
gentle
push,
if
you
like,
rather
than
saying
You,
must
use
digital,
so
I
think
we
just
need
to
reflect
with
the
portfolio
holder
on
that
particular
point,
but
obviously
noting
it
as
a
recommendation.
Did
you
have
anything
else?
Katie.
A
K
Thank
you
Chad
good
evening
councilor.
My
name
is
your
civil
I'm,
the
head
of
the
IIT
and
digital
transformation
here
at
the
council.
What
I'm,
bringing
you
today
is
a
three-year
strategy
which
is
intended
to
act
as
a
bridge
to
help
us
to
move
onwards
on
our
digital
Journey.
It
does
form
the
foundations
for
the
customer.
K
Over
the
past
five
years,
the
base
of
the
digital
transformation
has
been
accelerating
for
variety
of
reasons.
Some
of
them,
which
have
been
referred
into
actual
report,
whether
it's
a
cost
of
a
technology,
whether
it's
availability
of
Technology
but
there's
a
clear
change.
Covid-19
was
a
huge
Catalyst
for
this.
Many
local
authorities
did
say
during
the
pandemic
that
Kirby
did
actually
push
their
digitalization
forward
so
that
they
achieved
more
in
four
weeks
than
in
three
years
because
they
had
to
do
it.
There
was
no
option.
K
This
did
also
help
the
organizations
such
as
facing
stock
as
well
to
put
the
technical
foundations
in
place
for
those
forward
Journeys
when
we
come
back
unless
we
have
come
back
from
the
pandemic
that
now,
we
need
to
think
what
we're
going
to
do
in
the
future
strategy
recognizes,
as
discussed
earlier
today,
that
digital
is
a
complementary
channel
for
our
customers.
Once
we
recognize
that
there
is
this
wider
digital
movement
happening,
that
is
not
what
we
want
to
achieve,
and
we
can't
do
that.
The
digital
will
become
the
sole
access
method
for
our
services.
K
We
have
a
duty
of
care
and
obligation
to
ensure
that
our
services
are
accessible
and
available
for
all
of
our
residents
and
to
be
void,
being
increasing
the
digital
exclusion
or
making
digital
a
barrier
or
a
scary
thing
to
access
those
services
we
do
strategy
does
acknowledge
also
the
fact
that
businesses
are
becoming
increasing
their
digital
by
default
e-commerce.
Online
businesses
used
to
be
a
privilege
for
the
few
businesses
operating
at
scale.
Now
it's
become
a
commodity.
K
K
As
an
organization
where
we
are
now
is
that
we
are
in
a
relatively
good
position
to
continue.
Our
journey.
Council
has
already
invested
in
digital
and
online
services,
and
we
have
a
solid
foundation
to
build
on.
We
have
also
had
some
advice
and
guidance
from
third
parties
which
has
helped
us
to
shape
our
ongoing
digital
transformation
program.
K
We
also
do
acknowledge
that
whilst
we
have
these
Digital
Services
in
place,
there
is
a
need
to
be
there's
a
need
to
do
more
work
to
promote
this
end-to-end
digitalization
either
the
services
may
seem
digital
for
the
customer,
but
there
is
still
an
element
of
manual
processing
behind
the
scenes.
There
is
an
area
of
improvement
in
there
from
culture
perspective
and
organizations
perspective
Council,
that's
already
done.
K
Therefore,
the
delivery
of
this
change
needs
to
start
from
the
people
using
very
customer-centric
and
collaborative
approach,
supporting
and
enabling
the
innovation
helping
us
to
create
those
platforms
which
then
it
gained
an
effective
governance
surrounding
to
ensure
that
we
do
the
right
thing.
We
monitor
the
right
kpis
and
we
are
able
to
improve
our
services.
K
Based
on
that,
we
want
our
Digital
Services,
become
natural
access
channel
of
choice
while
supporting
and
underpinning
that
human
interaction,
an
issue
resolution
we
see
digital
being
embedded
into
our
organization
over
time,
send
people
feeling
it's
a
positive
element
in
their
day-to-day
Service
delivery
and
supporting
the
way
how
they
operate
and
engage
internally
and
with
the
customers
we
want
to
ensure
internally.
Our
colleagues
have
the
right
tools:
right
does
not
always
necessarily
mean
the
best
in
the
market,
so
we
want
to.
So
we
are
smart
enough
procurement
decisions.
K
K
In
short,
the
strategy
aims
to
be
a
realistic,
achievable
roadmap,
focusing
on
the
Improvement
of
our
Digital
Services.
This
is
more
about
the
evolution
than
the
revolution
in
many
ways.
Digital
is
a
key
enabler
to
help
us
become
better
as
an
organization,
but
it's
not
the
reason
for
our
existence,
and
there
is
at
the
end
of
the
report.
There
is
an
action
plan
which
informs
you
and
the
high
level
actions
and
time
lapse
or
the
implementation
of
those.
Thank
you
very
much.
K
C
Of
course,
thank
you,
chair
yeah,
actually,
following
on
read
I
think
on
the
from
the
customer
service.
Stuff
we've
just
been
talking
about.
One
of
the
thoughts
on
this
to
make
Grumps
on
the
digital
area
is
around
tools
for
counselors
I
mean
personally.
If
you
go
through
my
Google
photo
feed
you'll
see
more
photos
of
Broken,
Walls,
weeds
and
bits
of
litter
than
you
will
of
my
children
and
my
new
baby
granddaughters,
and
then
what
do
you
do?
Is
you
walk
around
you'll?
Take
pictures
you'll
go
back.
C
You're
then
trying
to
look
at
photo
information
to
remind
yourself
where
it
was
and
you're
going
in
and
trying
to
do
it
so
I
do
believe
they
utilized
iPads
in
the
past,
but
obviously
having
a
system
that
you
can
actually
walk
about
so
to
connect,
even
if
it
is
on
something
and
I'm
getting
into
the
detail
of
the
solution.
But
that
is
with
the
way
with
these
things.
It's
never
given
you
as
an
idea.
C
C
Didn't
we
about
how
Vivid
and
place
people
like
the
housing
associations
use
like
the
gis
as
well
with
their
own
data
sets
and
how
we
can
work
with
them
collaboratively
to
make
sure
that
we're
picking
up,
because
quite
often
I'm
sure
others
have
the
same
experience
where
they
say
no,
it's
not
ours,
and
then
we
say
yes,
it
is
yours
and
things
like
that
and
then
other
things
about
them
around
data,
such
as
things
like
LG,
inform
the
platform.
J
C
Works
the
lgas
data
platform
that
gives
an
awful
lot
of
very
interesting
information
that
gives
us
comparative
tools,
which
is
something
we
use
and
then
also
connecting
with
things
like
Amazon
Hampshire
to
utilize
things
like
one
network
for
road
work,
Street
works
and
how
we
can
get
that
all
that
collaboration
together
will
be
fantastic.
That's
my
wish
list.
K
Thank
you
very
much
again
an
awful
lot,
but
this
will
be
around
the
GS
which
we
didn't
touch
previously
today,
and
there
is
an
element
on
this
that
especially
this
reported
capability.
Whether
it's
from
customer
perspective
colleague
or
Council
on
perspective
is
really
essential
for
us
and
I.
Believe
Katie
and
myself,
we've
been
talking
about
this
and
it's
going
to
be
a
combined
effort
between
this
website,
refreshment
and
renewal
and
then
the
corresponding
back-end
capabilities
to
provide
increased
visibility
and
ability
to
provide
pictorial
evidence
and
supporting
documents
in
general,
yeah.
F
Just
picking
up
the
point
around
information
provided
by
perhaps
other
partners,
for
example,
and
sharing
of
information.
Clearly
we
have
to
do
all
of
that
within
data
sharing
agreements
and
what
we
are
actually
allowed
to
share.
F
I.
Think
one
of
the
solutions
that
we're
looking
at
in
terms
of
sort
of
business
intelligence
is
how
we
actually
pull
together
some
of
these
various
information.
So
that
may
not
necessarily
be
within
our
you
know,
platform
capabilities.
It
may
be
add-ons
that
we
have
in
terms
of
how
we
pull
that
information
together,
and
it's
certainly
something
we
will
explore
in
terms
of
tools
to
councils.
F
I
think
that's
something
we
need
to
take
away
and
have
a
think
about,
because
I
think
that's
not
necessarily
part
of
the
organizational
Services
digital
strategy,
but
obviously
that's
a
specific
request
in
terms
of
what
counselors
may
need
to
undertake
their
their
normal
duties.
So
I
will
certainly
take
that
away
and
give
it
some
consideration.
B
B
What
are
we
doing
to
expedite
the
the
provision
for
the
new
platform
ongoing
as
a
as
a
Target
in
the
action
plan,
feels
a
bit
a
bit
flabby
I'd
like
to
see
something
a
bit
more
specific
and
I'd
like
to
think
that,
once
the
upgrade
is
made
that
there's
a
training
plan
for
counselors,
because
I'm
sure
I'm,
not
the
only
cancer
that
finds
GIS
a
very
useful
tool
when
it
does
have
the
information
that
you
need
and
for
the
little
discussions
around
who
owns
what
is
responsible
for
it.
Thank
you.
K
Thank
you.
We
are
working
through
the
set
of
improvements
around
the
GI
is
all
really
as
of
now
so
going
back
to
previous
comments
about
these
data
sets
as
an
example.
K
We
are
improving
the
quality
of
it
and
it
is
true
that
we
have
had
some
challenges
and
we
also
been
struggling
with
the
resourcing,
but
we
are
now
having
a
dedicated
full-time
resources
allocated
on
plus
we
are
recruiting
more,
so
GIS
has
been
recognized
as
one
of
the
critical
enablers
for
the
digital
transformation,
but
also
as
a
as
a
crucial
operational
platform,
which
needs
to
be
maintained
and
managed.
So
that's
always
up
to
date.
H
Thank
you
well,
I'm,
really
sure
to
have
anyone
from
who
puts
together
an
I.T
strategy
which
is
talking
about
technology
being
an
enabler
and
not
a
reason
for
existence.
So
thank
you
for
that.
I
think
we
all
love
the
gis
name.
That
is
immunity
is
one
of
the
most
useful
items
that
we
have
as
counselors,
as
well
as
being
one
of
the
most
accessible
for
us
to
to
get
our
teeth
into
a
detail
point
but
I'm
wondering
and
I.
H
H
Other
than
asking
Civic
prints
print
off
some
large
maps,
please
generally
across
the
whole
of
your
document,
resident
input
on
usability
because,
in
the
end,
I
think
we
would
on
the
customer
servicing
it's
a
kind
of
if
it's
not
easy,
to
use
and
making
my
life
better.
My
residence
life
better
and
easier.
It's
just
not
going
to
be
adopted
or
used
effectively
and
then
a
slightly
old
one,
which
is
having
heard
about
ex-muth
and
the
I.T
computer
systems
that
heat
an
entire
Civic
swimming
pool.
F
So
if
I
may
just
pick
up
the
first
point
around
GIS
at
the
moment,
the
focus
obviously
is
very
much
in
terms
of
making
sure
that
the
base
data
is
correct.
It's
up
to
date,
the
activities
that
it's
being
used
for
in
terms
of
being
able
to
run
the
Op
Services
Etc
is
obviously
been
a
focus
Point
in
terms
of
having
a
further
layer.
F
I
think
that's
what
we
would
have
to
take
away
and
see
what
what
whether
that's
even
actually
technically
possible
in
our
system,
but
we'll
take
it
away
and
have
a
look
at
it.
But
obviously
the
focus
point
at
the
moment
clearly
is
making
sure
that
it's
operationally
possible.
That
is
when
you
are
going
in
having
a
look
at
it.
At
least
you
have
got
the
right
information,
but
certainly
in
terms
of
our
Frontline
Ops
Team
there's
been
some
massive
progress
forward
in
terms
of
really
assisting
with
the
running
of
those
services.
F
F
Absolutely
we
will
seek
to
try
and
get
them
to
test
those
for
us
and
then
in
terms
of
the
last
Point,
not
something
we
have
on
the
agenda
at
the
moment.
But
but
we'll
note
the
comment
that
you've
made.
K
I
may
build
a
little
bit
unlike
Suited.
The
answer
to
your
question.
We
still
do
have
a
compute
assets
are
here
at
the
council
premises
at
the
moment.
However,
under
the
green
agenda
and
climate
veterans,
we
are
actively
working
of
creating
a
business
case
and
calculating
numbers,
whether
it
would
be
much
more
friendlier
for
the
environment
to
actually
move
them
into
a
cloud
hosting
model
that
you
swimming
pool
scenario,
I've,
seen
the
same
article,
which
is
fascinating,
but
I,
don't
think
we
would
ever
have
that
amount
of
computer
either
singing
groups.
H
L
L
Okay,
it's
just
that
I
I
tend
to
go
through
the
customer
way
in
throughout
I.
Don't
use
the
the
internal
route
that
we
get.
We
can't
have
so
I'm
coming
that
route
and
I
search
for
quite
specific
things,
a
search.
That's
for
example,
I'll,
say
February,
2022,
cabinet
agenda
and
I
get
a
massive
load
of
stuff,
and
nowhere
can
I
find
the
agenda
or
or
the
or
the
webcast.
D
D
I
think
what
I
need
to
do
is
have
a
look
at
how
modern.gov
stores
it
and
the
metadata
on
that
to
inform
the
search
on
the
main
website,
because
it
could
be
as
simple
as
tightening
something
there
would
give
a
more
defined
response,
because
it's
one
of
the
things
we're
working
through
at
the
minute
is
we
don't
want
to
offer
endless
choices,
because
that
overwhelms
the
search.
What
are
you
looking
for?
So
it's
something
I'll
pick
up
and
see
if
we
can
influence
the
search
results.
Thank
you.
I
I
One
of
the
things
that
I
think
would
be
extremely
useful
and
I
have
mentioned
it
in
the
past
and
see
whether
it's
technically
possible,
and
it
is,
is
a
directory
of
community
activities
and
services
bva
base
instead
of
voluntary
action,
has
put
something
together
which
is
sort
of
a
compendium
of
all
the
services
that
its
members
provides.
I
I
Is
there
a
toddler
group
in
my
ward
and
at
the
moment,
there's
absolutely
no
way
of
finding
that
information,
and
it
shouldn't
be
that
difficult,
because
obviously
bva's
got
lots
of
members
all
the
councilors
around
here.
We
all
know
who
are
the
main
contacts
that
you
could
use
and
in
terms
of
updating
that
could
be
worked
out.
I
F
J
Thank
you
chair.
So
this
question
is
Glenn
with
the
Consular
Destin's
question:
how
do
we
stop
reporting
the
same
problem?
Do
we
can
we
think
about
a
digital
solution,
at
least
for
counselors?
For
interview,
for
example,
I
I
reported
a
fly
tipping
issue
in
X
Road
and
if
it
is
already
been
reported
to
come
to
the
contact
center
by
someone
else,
I
can
easily
take
it
up
saying
oh
by
the
way
it
has
been
reported-
and
this
has
been.
This
is
what
the
progress
is
instead
of
right
now.
J
What
I
need
to
do
is
without
knowing
just
need
to
send
another
email.
It
is
a
overhead
and
we
can
achieve
efficiencies.
You
know
before
logging,
an
issue
I'll
see
whether
that
issue
exists.
Then
I
can
update
resonance.
In
fact,
we
are
taking.
You
know
some
of
the
loads
of
offices
so
that
they
can
effectively
go
and
do
the
job
instead
of
giving
us
updates.
K
K
K
What
has
been
reported
to
us
and
I'm,
going
to
give
an
example
from
my
past,
when
I
used
to
work
in
housing
that
we
did
deliberately
not
want
to
expose
certain
type
of
an
asp
cases,
because
that
game
then
the
bad
Twist
on
certain
neighborhoods
and
the
states,
but
things
such
as
flight?
Yes,
absolutely
it's
not
a
technical
issue
that
much
is
probably
part
of
our
process.
Development
will
need
to
work
at
how
we
are
going
to
achieve
it.
Technically,
it's
absolutely
doable.
G
Thank
you
one's
also
on
GIS,
so
I
was
sort
of
disappointed
when
the
system
went
down
because
it's
a
tool
that
I
must
use
every
single
day
and
the
new
system
I
know
it's
not
it's
in
its
infancy
is
isn't
as
good
and
I'm
really
struggling
with
it,
and
if
I
give
you
an
example,
the
I
was
they
had
talked
about
street
cleaning
us
and
the
lines
on
that
the
visual
lines
on
that
are
the
same
as
other
visual
lines.
G
So
when
you
look
at
the
map
historically,
when
you
layered
it,
you
had
the
different
colors,
where
the
colors
at
the
moment
are
the
same,
so
I
couldn't
work
out.
Is
that
and
it
was
showing
me,
is
that
Vivid
or
is
that
the
street
cleaning
line,
and
so
I
really
need
you
to
look
at
the
visuality
of
that,
but
it
is
a
tool
that
I
use
literally
it
wasn't
a
day.
I
didn't
buy
that
I,
don't
use
it
really
I,
don't
think.
G
Is
it
possible,
as
has
been
said,
I
would
really
like
to
be
able
to
have
it
on
my
phone.
So
when
I'm
out
and
walking,
the
ward
I
can
actually
identify
exactly
who
owns
that
you
know
again:
I'm
taking
photographs
and
I'm
having
to
take
a
photograph
of
a
door
number
or
something
so
I.
Remember
where
I
am
so
that
the
photograph
links
to
that
and
and
the
other
thing
is
the
gis
system
accessible
to
the
pub
or
how
much
of
it
is
accessible
to
the
public
as
well.
K
Thank
you
so,
the
first
one,
yes,
it's
absolutely
possible
to
have
GIS
in
a
mobile
format.
Your
comment
about
the
layers
boundaries,
the
colors,
the
visuals,
we'll
have
to
look
into
that.
But
I
don't
see
there
being
an
issue
of
addressing
those
so
I'll.
Take
that
one
away
now
Mobile
use.
We
did
touch
on
that
one
already
that,
yes,
it
can
run
in
the
mobile.
Certainly
it
can
run
a
tablet.
It
can
run
on
the
computer,
so
that
is
really
not
a
challenging
either
GIS
itself.
K
Oh
sorry,
the
customers
that
is
again
a
decision,
so
at
the
moment
where
we
are
designing
the
system
is
that,
by
default
as
an
example,
a
convex,
Center
and
residents
would
be
seeing
the
similar
maps
to
make
them
work
from
one
single
view
of
our
Maps.
What
we
can
control
is
what
layers
we
are
going
to
expose
to
our
residents,
so
we
have
a
reasonably
comprehensive
control
over
the
system,
so
it
really
depends
on
the
requirement
and
what
do
we
need
to
achieve
and
want
to
achieve
in
that
space?
But,
it's
technically
again.
G
So
on
that,
so
I
think
customers
get
or
the
residies
get
really
confused
about
ownership.
You
know
so
I
think
if
you
I
think
the
really
important
thing
is
that
they
have
the
layers.
Is
it
whichever
Housing
Association?
Is
it
a
county
function
or
is
it
because
otherwise
you
know
when
they
ring
through?
Maybe
they
don't
need
to
ring
through.
If
they
look
at
the
map,
they
then
can
go
to
Vivid,
because
and
and
quite
often
a
complaint
that
I
get
all
the
time.
F
If
I
I
just
just
pick
those
up,
then
so
in
terms
of
what
the
public
sees
I
think
that's
something
we
need
to
take
away
and
obviously
that's
a
further
discussion
point
but
I'm.
Absolutely
appreciating
what
you're
saying
and
it's
also,
we
need
to
be
really
careful.
F
What
people
are
using
that
information
for,
if
it's
simply
to
actually
understand
you
know
actually
I
need
to
find
Vivid
or
I
need
to
find
software,
and
that's
something
very
different
to
someone
using
that
as
thinking
that
we
as
a
council
provide
in
a
legal
position
in
terms
of
the
ownership
of
the
land.
F
So
we
do
need
to
take
away
that
and
think
about
and
get
some
further
advice
on
that
and
in
terms
of
the
last
Point
again
we'll
take
away
the
kind
of
request
for
tools
for
members
and
we'll
come
back
to
you
on
that,
because
it's
not
necessarily
something
we
can
offer
at
the
moment.
It's
something
we
need
to
look
into
in
terms
of
that
type
of
provision.
But
it's
noted
that
you
would
find
that
a
useful
tool.
K
Yeah,
just
exactly
like,
suicidal
just
to
build
on
the
first
part
of
your
wishing
around
the
land
do
ownership.
We
also
have
a
dependence
on
the
quality
of
the
third
party
data.
So
often
if
their
data
sets
are
not
correct,
there's
nothing
exactly
what
we
can
do
to
fix
that
issue
and
then
wait.
This
is
not
an
unheard
issue.
It's
actually
fairly
common
that
although
we
update
the
third
party
data,
but
if
that
data
is
not
accurate.
A
Yeah
GIS
updates,
because
well
that
also
represent
over
the
few
years
now
different
walls
have
been
around
a
long
time
and
the
one
thing
that
does
come
across
is
it's
not
quite
up
to
date
over
our
information
or
the
Housing
Association,
and
do
we
have
millions?
Do
we
get
proper
up
updates
on
GRS,
because
I
could
take
it
to
certain
places
and
I'll
phone
up
sovereign.
A
If
you
know
what
I
mean,
do
we
actually
talk
to
Sovereign
and
be
Vivid,
and
people
like
that,
because
that's
where
a
lot
of
the
disputes
have
been
the
way
we
sold
off
our
housing
stock
years
ago
and
part
of
the
part
of
the
grounds
with
them,
and
they
would
it
did
get
looked
at
a
number
of
years
ago,
but
I
think
it
still
needs
looking
at
and
it
wouldn't
be
down
to
you,
but
it
might
be
his
customer
service.
It's
the
other
thing
that
I
thought
we
had
agreement
with
the
Housing
Association.
A
D
J
K
A
We
end
up
on
these
kind
of
issues
where
they
it's
inaccurate,
so
we'll
just
quickly
come
back
on
that.
So
if
you
get
a
dispute
when
they're,
not
a
major
discouraged
like,
for
instance
on
and
from,
is
that
going
to
be
picked
up
and
looked
at
properly
and
instead
of
at
someone's
saying,
which
is
starting
to
parcelon,
understand
I'll
with
all
of
it
today,
because
it's
easier,
it's
not
a
big
deal,
but
we
need
a
comprehensive
that
is
ours.
That
is
their
situation.
F
So
obviously
noted
from
the
beginning,
in
terms
of
understanding
what
tools
will
be
really
useful
for
counselors
in
terms
of
you
know
normal
Ward
and
case
business,
how
we
will
go
away
and
look
at
how
we're
connecting
with
our
partners
where
we
can
share
information
and
how
information
can
be
pulled
together
to
help
with
that
themes.
F
If
you
like
around
data
and
what
it's
telling
us,
and
obviously
noting
LG
and
form,
and
the
one
network,
noting
that
we
need
to
go
away
and
review
the
targeted
timeline
update
for
GIS,
but
also
once
it
is
up
and
running,
to
make
sure
that
we're
providing
adequate
training
for
those
people
that
wish
to
use
it.
F
In
terms
of
looking
at
a
GIS
member
layer.
We
will
certainly
take
that
away
and
see
what
the
art
of
the
possible
is,
but
obviously
focusing
currently
on
making
sure
the
basics
are
right
and
working
that
we
will
certainly
wherever
we
can
look
to
use
resident
input
in
terms
of
accessing
the
systems
and
obviously
noting
the
point
around
using
the
sort
of
the
cloud
technology
and
how
we're
moving
all
towards
a
sustainable
positioning
on
our
computer
systems.
F
F
F
We
will
certainly
look
at
the
colors
on
the
gis
system
in
terms
of
indicating
a
particular
incident,
whether
it
belongs
to
the
council,
whether
it
belongs
to
one
of
our
register
providers.
We
will
certainly
look
at
mobile
capability.
Also
coming
back
around
to
the
tools
for
counselors.
F
A
Only
one
page,
so
are
we
happy
with
this
yeah
great.
A
Which
is
a
review
of
The
Works
program,
just
pages
49-50.
A
A
G
It's
me
awesome,
sorry,
thank
you.
So
much
yes,
I
mean
it
was
a
really
successful
task
and
finish
group.
The
first
meeting
and
the
scoping
meeting.
We
had
a
few
episodes,
but
ever
all
political
parties
were
represented
within
the
document.
It
just
shows
you
what
the
purpose
of
the
review
is
and
then
going
forward.
Then
the
key
care
questions
as
to
what
we
want
to
achieve
from
that.
G
What
we
decided
is
we
had
a
sort
of
discussion
about
looking
back
at
the
paper
that
came
to
scrutiny
on
the
actual
the
paper
that
we
were
looking
at
on
Choice
based
on
lettings,
we
decided
to
look
at
households
because
it
became
there
was
so
much
to
cover
over
the
night
and
we
all
were
talking
about
different
issues
and
it
became
quite
confused
and
what
we
then
drew
it
down
back
back
to
is
household.
G
So
what
we
were
going
to
look
at
first
of
all
is
within
this
paper
is
families,
and
then
the
proposal
is
that
we
also
look
at
young
people
and
then
in
relation
to
couples
and
then
the
other
one
is
older
persons,
but
it
doesn't
have
to
stay
there,
because
then
we
need
to
look
at
disability
and
Care
leavers.
So
as
a
piece
of
work,
we
propose
to
come
back
to
you
within
the
six
months
in
relation
to
this
piece
of
work,
but
then
we
would
carry
on
and
it
would
be
a
rolling
program.
G
Looking
at
those
other
household
groups,
we
may
as
part
of
the
household
groups
when
we're
looking
at
the
purpose
of
the
review
they
that
may
change
slightly
and
say
well
the
questions,
but
this.
What
we're
looking
at
here
tonight
is
about
families.
A
F
Picking
up
your
point
in
terms
of
there
are
other
demographic
groups
that
you
wish
to
look
at
if
this
could
be
classed
as
a
task
and
finish
group
in
its
entirety.
For
this
particular
demographic,
you
would
then
bring
a
new
task
and
finish
request
for
the
other
items.
F
Otherwise,
your
task
and
finish
group
will
go
on
for
a
very
long
time
and
therefore
you're
trying
to
get
some
resolution
for
this
particular
element
of
it.
And
then
you
would
pick
your
next
one.
G
I
think
it
says
that
in
relation
to
this
this
and
this
piece
of
work
will
take
six
months
and
the
aim
is
in
relation
to
the
questions
and
the
focus.
But
what
it's
saying
is
that
then
moving
on
in
the
future
work
program,
we
will
examine
other
household
groups,
and
it
says,
for
example,
but
that's
not
saying
as
part
of
this
piece
of
worker.
It's
just
given
examples
of
what
what
needs
to
be
looked
at
as
part
of
the
lettings
policy.
C
Sure
we
talked
about
it,
one
of
the
things
which
I
think
it
might
be
worth
talking
about,
because
it
was.
We
did
agree
that
we
would
do
householder
types
now.
I
had
a
concern
because
the
largest
proportion
on
the
housing
allocation
register
are
single
people,
I.
Think
Laura.
You
just
mentioned
young
I
think
you
meant
single
rather
than
it
was
okay,
because
obviously
sometimes
they're
older
people
who
are
single
as
well
so
I,
don't
know
what
we
think
about
that
because
I
know.
Obviously
it's
difficult.
C
I
No
I
think
my
understanding
was
that
the
program
of
the
initial
program
of
work
was
looking
at
families
and
then
we
would
look
at
other
groups,
but
that
we
were
thinking
that
we
could
keep
as
being
the
same
task
and
finish
group
and
just
sort
of
work.
Our
way
through
household
by
household.
A
I
think
the
principle
behind
its
fine
that
next
year
is
another
election.
Another
thing
someone
else
will
be
in
the
chair:
they
might
different
people,
maybe
around
this
table.
I.
Think
where
are
you
coming
from
I
haven't,
got
a
problem
with
I
think
it's
right
we're
going
down
that
line.
So
it's
such
a
big
subject
when
you
actually
break
it
down.
I
think
where
you
started
from
is
a
good
place,
I'm
quite
happy
with
it.
I
don't
know
the
rest
of
the
committee
is
and,
and
once
you've
done,
that
piece
of
work.
A
If
we're
all
sitting
around
they're
the
same
people,
we
can
move
it
on,
but
it's
going
to
be
who's
ever
sitting
in
the
scrutiny,
not
the
chair,
but
the
committee
next
year
after
the
election,
but
I
think
the
principle
where
we're
going
is
is
the
right
principle.
So
are
we
happy
with
this
to
go
forward?
Yep,
yeah
good
as
well
for
other
items?
This
will
be
next
year.
A
You
know
it
was
a
good
talk,
but
I
think
it's
something
perhaps
next
year,
if
I'm
on
this
committee,
not
necessary
chair
and
whatever
it's
something.
Perhaps
we
can
look
at
but
We
Won't,
Take,
It,
Off,
The,
Works
program,
it's
there
and
it's
been
the
same
as
Circo.
What's
happening
there
they're
things
that
can
come
back
and
as
I
say
it's
going
to
be
down
to
the
committee,
so
I
think
that's
as
far
as
we
go
I,
don't
think.
There's
anything
else
left
so
on
this
one
of
those
yeah.