Highland Council looks to learn from communities about the impacts of coronavirus
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Highland Council believes the impact of the Covid-19 outbreak gives it a chance to change how it works with communities.
A framework for developing closer community connections was approved by the council's communities and place committee after councillors heard how Covid-19 had resulted in an overwhelming surge in local community involvement and action.
This presents the council with an opportunity to use this momentum to change how it works and connects with communities they were told.
Committee chairman Allan Henderson said: "The council is committed to working closely with our communities and building on the strengths already demonstrated over the last five months.
"We are at a point where we can learn from experiences since the outbreak and look at what worked well and what could have been done better.
"By building on the closer connections with individuals and communities that we have seen with everyone pulling together to provide support to those most in need, having a clear framework will make sure all voices are heard and we can get a better understanding on the impact Covid has had on everyone.
"This in turn will help us develop services and capture local priorities that will support recovery.
"Already some engagement to seek people’s views has taken place and what is coming across is that there is certainly an appetite for change, so I am looking forward to more opportunities to speak to communities and together explore new enhanced ways we can move forward together."
The engagement framework has been divided into three strands: the first focussing on community engagement and including individuals, community groups and people using council Covid services; the second covering groups and individuals who have experienced greater impacts as a result of Covid; such as young people, the disabled and anyone homeless; and the third concentrating on engagement with business in recognition of the importance of economic recovery.
The council is setting up local sessions with groups providing support and an update on feedback will be presented at the next meeting of the communities and place committee, in November.
A separate paper presented to the committee focussed on ambitious plans to improve how customer contacts, enquires, complaints and Freedom of Information requests are dealt with.
The council’s service centre handles over 240,000 calls a year and during 2019/20 services responded to a further 51,388 enquiries, 1725 complaints, 1840 FOI enquiries and 836 requests from MSPs and MPs.
The service is currently under performing in terms of the time taken to respond to enquiries.
The committee agreed a new approach to improving performance that will focus on making customers central to how the council connects with communities. This will include:
• Making it easy for people to resolve enquiries themselves using various internet and telephony methods
• Where staff support is needed resolve issues at the first point of contact whenever possible
• Take more care of anyone who needs more support to access services
• Dealing with written complaints and enquiries on time
• Making it easier for councillors to report constituent queries and track their progress.
• Supporting staff to comply with timescales by providing appropriate training, processes and systems
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