EQAULITY IMPACT ASSESSMENTS REVISED ... · Web viewInvestigations by increasing the uptake of...

Information Classification: CONTROLLED

Comprehensive Impact Assessment Assessment being undertaken

Digital Cornwall-Customer Access Strategy- Post Review

Directorate: Customer and CommunitiesService:Name of Officer/s completing assessment:

Jenny Payne- Michelle Price

Date of Assessment: December 2017 (reviewed November 2019)1. Why are you doing this

CIA? – A brief explanation of the reason. Is it for: new/change in policy, procedures, strategy, function, service. (Please refer to the guidance for the definitions)

The Customer Access Strategy aims to ‘Develop a whole organisation customer programme to modernise our interaction with our customers. This CIA covers a review of both inbound and outbound post. This review sits under the Customer Access Strategy, which aims are ‘Digital by Preference and Access for All’ it aims to develop and extend digital channels providing a further channel for customers to interact with us, this will not remove inbound or outbound post but does aim to extend the present trend of reducing volumes.

At present The cost of this services is over £1.5 million per year, with incoming mail totalling 900,000 items whilst outgoing mail totals 4,122,000. Of the outgoing mail, 912,000 items were outsourced print runs. The remaining 3 million items originate from 4 directorates that use a variety of applications and have diverse postal service requirements. The services that send out the majority of post are; Housing Benefits, Business Rates, Council Tax, Elections, Pensions and Payroll. Whist and Royal Mail are the postal service carriers.

This review and retender of postal service is unlikely to negatively impact the 9 protected characteristics and in some cases may well support an improved service for them-extending digital and phone channels-with the post channel still available to those who wish to use it

Exceptional budget pressures and fewer employees means we are rethinking how we deliver our

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services across Cornwall, this means we must rethink how we interact with our customers. At the same time the organisation is changing and our customers’ expectations are evolving too. With widespread usage of the internet and mobile technologies, customers have come to rely on the convenience of self-service channels. Increasingly sophisticated customers across all demographics have come to expect 24/7 services. They expect to communicate with us at a time and via a channel that is convenient for them. This is further highlighted by the decreasing numbers of inbound post.1

This review requires us to think creatively and innovatively about new ways of interacting with customers as well as enabling customers to self-serve if they choose. Our approach builds upon research and best practice, where it exists, driven by customer needs and budget savings.

Whilst it is recognised that a significant number of our customers will adopt the changes to how we deliver, some will not. This strategy recognises that and ensures and programmes work to develop skills, offer multiple channels to ensure no-one is excluded from accessing our services in some way.

2. What are the aims, objectives, outcomes, purpose of the policy, service change, function that you are assessing?

The objective of the review is to provide efficiencies whilst ensuring that customers are not negatively impacted, ensure both ourselves and Cornwall Housing are supported in transition from the previous supplier to the new contract to the Whistl. This was agreed by the Investment and Commercial Board in the summer of 2017. The second stage of the project is to Identifying further improvements to the existing outgoing post arrangements will result in a revision of the current policy. Once the tender is complete and the updated policy is approved, all directorates would be required to change their behaviours, as the improvements are based on a holistic view of the Council, ensuring outgoing post is sent in the most cost effective manner.

• Inbound & Outbound Mail Transformation - As per the Digital Improvement Plan, research is required to undertake an all-inclusive review of the mail service to identify a

1 Data requires removal of the exception postal increases such as elections, Brexit referendum and police commissioner elections

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more digital approach. A brief needs to be written and the Service recommends a consultant is recruited to facilitate the review. It is imperative that services closely linked with post are involved at all stages to ensure a fully cohesive plan. This may result in a hybrid mail solution and require a complete culture change for the Authority.

• Channel Optimisation Worko Housing Benefits, Business Rates and Council Tax send out over 900,000 items between

them. Investigations by increasing the uptake of online accounts are being considered in the Revenues and Assessment Channel Optimisation Business Case which will result in a reduction of outgoing post.

o The Election Services sent out at least 830,000 items of post in 2016/17. This varies year by year, depending on which elections are being held. Due to the General Election the Channel Optimisation Team have not been able to meet with the Electoral Services Team. This should be deferred until the Service has availability.

o Both the Pensions Service and the Payroll Section send out over 65,000 items of post a year. Pensions are a self-financing service within the Authority and Payroll recharge the costs to their clients such as Cormac, Academy Schools etc. Therefore any savings identified would not be attributed to the Customer Access Programme.

SummaryFollowing a comprehensive review of postal services, it has been established that the business case for Re-tendering the Postal Carrier, currently being led by the service and working with Commercial Services, will produce key savings.

We need to ensure we redesign ‘digital services’ to enable customers to go on line, when possible and out of choice. Delivering efficiencies in the digital agenda will enable us to prioritise and deliver the most important services for the digitally excluded and the vulnerable. The strategy outlines that our vision for customer service is ‘Digital by Preference and Access for All’.

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To deliver a corporate programme of work delivering efficiencies, change and improve customer contact. To enable customers and staff to operate in an improved digital environment.

To develop a framework for iterative listening and learning for customer feedback, where we measure our performance against our customer promise.2

Where residents do not have the skills to access our on-line services, we have implemented a network of both digital champions and training to assist residents to gain the skills they need in a modern age. We also have a county wide additional needs programme for all services that are developing and extending online services, these are available both on the phone and at customer service point. With central government directives of “digital by default” then many residents will need these skills to access these services so any additional support we can provide to the residents of Cornwall will prevent them becoming digitally excluded.

3. Who implements or delivers the above? State if this is undertaken by more than one team, service, and department including any external partners.

This is a cross council programme of work and will implemented by the Communities and Customer Directorate. For each Business Case with each individual service a separate CIA will be undertaken.3

The customer promise an integral part of the CAS will also undertake separate CIA which will further support this

4. Equality and Diversity - Who will be affected by this proposal? Is the proposal likely to result in positive or negative

Who will be affected by this proposal?All resident living, working or visiting Cornwall.

What are the positive impacts/risks – if any?As the promotion of digital channels and extension of self service delivery models is added to

2 See separate CIA for the customer Promise- December 20173 CIA already develop: Revenues and Assessment, Concessionary Fares, Garden Waste, Telephony, Adults Social Care, Highways Maintenance, Integrated Transport, Children’s Services and the Customer Promise. Planning is under development and due within the next 8 weeks as the BC is developed.

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impacts/risks? If so what are they? What plans do you have in place, or are developing, that will mitigate the likely identified negative impacts/risks? This section should include reference to the 9 protected characteristics as referenced in the Equality Act 2010.Consideration should also be given to the Cornish status different employee groups such as part-time, on-call or ‘hard to reach’ employees – see CIA guidance for further information.

present channels this approach will provide greater choice to our residents and businesses and extends channels that are open to customers now.

Positive impact are services available on-line are available to all those with internet access and may well mitigate against rural isolation which can be prevalent in Cornwall due to the topography. With assisted technology this approach may well assist some of our disable residents and support them in accessing services. More UK adults, especially older adults, are now going online, using a range of devices. Over eight in ten (83%) of adults now go online using any type of device in any location. Nearly all 16-24s and 25-34s are now online (98%), and there has been a nine percentage point increase in those aged 65+ ever going online (42% vs. 33% in 2012). The number of adults using tablets to go online has almost doubled; from 16% in 2012 to 30% in 2013. While almost all age-groups are more likely than previously to use tablets in this way, use by those aged 35-64 has doubled, while use by 65-74s has trebled; from 5% to 17%. Six in ten UK adults (62%) now use a smartphone, an increase from 54% in 2012. This increase is driven by 25-34s and 45-54s, and those aged 65-74 are almost twice as likely to use a smartphone now compared to 2012 (20% vs. 12%).

As time and technology advances our customers’ expectations have changed. In 2013, 73% of adults used the internet every day and this figure is rising every year. In the year 2000 only 27% of households have access to the internet, today it is 89%.4 The cuts that all public services are facing against a backdrop of growth and evolving customer demand means we have to find new ways of working.5 Since 2012 there has been a rise in the numbers of people saying they prefer to use email or websites to complete government processes. Those that complete government

4 Source: Internet Live Stats (www.InternetLiveStats.com) Elaboration of data by International Telecommunication Union (ITU), United Nations Population Division, Internet & Mobile Association of India (IAMAI), World Bank. July 2014 Estimate Internet User = individual, of any age, who can access the Internet at home, via any device type and connection.5 More UK adults, especially older adults, are now going online, using a range of devices. Over eight in ten (83%) of adults now go online using any type of device in any location. Nearly all 16-24s and 25-34s are now online (98%), and there has been a nine percentage point increase in those aged 65+ ever going online (42% vs. 33% in 2012). The number of adults using tablets to go online has almost doubled; from 16% in 2012 to 30% in 2013. While almost all age-groups are more likely than previously to use tablets in this way, use by those aged 35-64 has doubled, while use by 65-74s has trebled; from 5% to 17%. Six in ten UK adults (62%) now use a smartphone, an increase from 54% in 2012. This increase is driven by 25-34s and 45-54s, and those aged 65-74 are almost twice as likely to use a smartphone now compared to 2012 (20% vs. 12%). Source: http://stakeholders.ofcom.org.uk/market-data-research/other/research-publications/adults/adults-media-lit-14/

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services online say that it's convenient (84%) and quicker than doing it in person (40%). Evolving demands provide the organization with the ideal opportunity to respond to our customers and design and deliver many services digitally under the principal of digital by preference and access for all.

What are the negative impacts/risks – if any?Nationally 20% of the population is not digitally proficient -it is believed that figure is 23% in Cornwall.6

One of our key objectives is to ensure that there is help available for those people who lack digital skills and can’t for any reason –use our digital services independently. However the longer view will be to enable residents to upskill them-selves to use these services in the future as well as prevent them from becoming digitally excluded in the wider society.

Currently there are numerous digital inclusion programmes across the public sector. Over the last two years this have been aligned to make a more cohesive and defined plan of work. Cornwall Council Digital Inclusion Team have exceed their targets for 2017 in providing training. Work with the 3rd sector as well as private business such as Tesco and Costa has ensured a wider reach in meeting our customers.

We know from the Office of National Statistics that the largest subset amongst those offline is older people. It is reasonable to assume that, whatever the number of people not currently online, in addition to those not able to use the internet with confidence; older people will continue to feature as a significant number of them.

Assisted Digital is critical to delivering on the wider digital by default agenda. It is also a hugely sensible aspiration - we need to change the way we bring people online now, the ‘conversion’ needs to be owned by them and driven wholly by their needs and desires as customers, consumers and citizens.

6 Data provided by Digital Inclusion Officer Dawn Stodden.

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Over the last 2 years, we have established a framework which can underpin, sustain and evaluate the effectiveness of Digital Champion. Created in a wide range of local settings and environments the framework presents a promising – and logical - solution to stimulating and sustaining the take up and persistent use of online across society. Self-perpetuating Digital Champion model

Formal – Cornwall Council Officers and partner organisations formally delivering ‘train the trainer’ program

Informal - Digital Champion a person within their local community with skills, enthusiasm and empathy who supports their local community to get online

Spontaneous - people who share their knowledge of digital in an informal, everyday way with friends, family and colleagues unthinkingly and unconsciously

Many cite age as well as digital exclusion as a risk to any change in approach to customer services internet usage by the over 74s has trebled; from 5% to 17%. Six in ten UK adults (62%) now use

a smartphone, an increase from 54% in 2012. This increase is driven by 25-34s and 45-54s, and those aged 65-74 are almost twice as likely to use a smartphone now compared to 2012 (20% vs. 12%). http://stakeholders.ofcom.org.uk/market-data-research/other/research-publications/adults/adults-media-lit-14/

Data clearly shows those over the age of 65, those with certain disabilities and with low income levels maybe disproportionally impacted by this strategy and for those that fall within all of these protected characteristics the Business cases will focus.

What plans do you have in place, or are developing that will mitigate the likely identified

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http://stakeholders.ofcom.org.uk/market-data-research/other/research-publications/adults/adults-media-lit-14/



impact/risk?.The team will use specialist software to profile customers, detailed acorn data will be used to ensure impacts are supported by data. Developing detailed persona to assess impacts.

Feedback mechanism will be in place to assess the scale of impacts on customers. Structured 90 day review processes on all new processes.

Training and digital inclusion programme to support those that want to get online

Additional support for those customers who need it-the teams have developed a tailored approach to ensure individual needs are fulfilled and we can respond to varying levels of support-rather than one size fits all.

All business cases undertake best practice studies from across the county to ensure we learn from others who may have progressed project similar to ours so we assess risk and minimise them.Structured Governance structure to ensure balances and checks in place.

RAG Score:Possible and Limited =12 Amber

5. Human Rights - Who will be affected by this proposal? Is the proposal likely to result in positive or negative impacts/risks? If so what are they? What plans do you have in place, or are developing, that will mitigate the likely identified negative impacts/ risks?

Who will be affected by this proposal?All resident living, working or visiting Cornwall.

What are the positive impacts/risks – if any?Any new methods of contacting the council are additional to methods already in place. What are the negative impacts/risks – if any?By using nudge techniques so we can move as many who can and will to more efficient customer channel there could be challenge that we are excluding and digitally isolating those without the will or means to be online

What plans do you have in place, or are developing that will mitigate the likely identified

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impact/risk?Monthly robust data analysist with associated trend forecasting. Using specialist software for each programme of work that illustrates customer profile for that specific service and therefore scale of shift which can be targeted and evidence based. Data illustrates that 20% of people in Cornwall presently not online with 17% of those having a friend or relative who goes online for them.

The remaining 3% are further support by Digital Inclusion training for those who want to get online and for those customers who do not want to get online there is an integrated approach across all channels that support those customers with additional needs.

RAG Score:Possible-limited=9 amber

6. Rurality- Will this proposal have a positive or negative impact for those living in rural communities? If so what are they? What plans do you have in place, or are developing, that will mitigate the likely identified negative impacts/risks?

Who will be affected by this proposal?All residents living in Cornwall will be impacted by these changes

What are the positive impacts – if any?Positive impact are services available on-line are available to all those with internet access and may well mitigate against rural isolation and increase access to services which can be prevalent in Cornwall due to the topography. The introduction of new online services will provide budget savings which can be ploughed back into front line services. Any developments of modern payments methods such as paypoint could support rural shops and post offices.

The online offer will also enable family who provide support to those living in Cornwall as they will be able to go online on their behalf and undertake any transaction on behalf of their friend or relative regardless of where they live in the country.

Being able to order and/or interact with the council on line will reduce travel cost as you will no longer need to visit a council office.

What are the negative impacts/risks – if any?

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An online offer will not negatively impact those living in rural areas as it is a choice to use the service.

In certain areas broadband is patchy due to the economic case of high speed broadband in isolated areas.

What plans do you have in place, or are developing that will mitigate the likely identified impact/risk?Communication specialist advice to ensure messages are coherent and emphasize the most effective way to contact the council

Libraries have free public access to PC for customers to use whenever they are open, if residents do not have access to the appropriate technology.

RAG Score:Remote=unlikely=7 green

7. Safeguarding - Who will be affected by this proposal? Is the proposal likely to result in positive or negative impacts/risks? If so what are they? What plans do you have in place, or are developing, that will mitigate the likely identified negative impacts/risks?

Who will be affected by this proposal?All customers who currently access our services could potentially be affected by this program. It is recognised that not all customers will be empowered or enabled to use those services therefore help and assistance will be in place. Where a service is deemed a potential risk or could conceivably create a safeguarding issue then measures will be considered and implemented to ensure that any risks can be understood and mitigated.

This programme of work will lead to less direct contact with customers such as calls and face to face visits it could therefore prevent or delay safeguarding issues being raised or reported. This could be further exacerbated by the move to online services being replicated across other sectors such as police, NHS, Citizen Advice

What are the positive impacts/risks – if any?A single view of the customer will in the future, enable us to identify any potential safeguarding crossovers giving us a view of customers and their interaction.

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Customer maybe able to use online services to report and highlight issues easier at a time that suits them.

Technology allows us to communicate to a wider audience-quicker and cheaper and could enable us to raise the profile of safeguarding issues

What are the negative impacts/risks – if any?We could provide the technology to have a single view of the customers but if back office legacy systems cannot be integrated to the systems we will reap the benefits.

Residents may not build a relationship of trust with induvial staff like they did when they visited one stop shops over many years. What plans do you have in place, or are developing that will mitigate the likely identified impact/risk?Ensure technology is also used to market how to get help and report issues if safeguarding.Ensure safeguarding training is up to date for all staff so triggers can be recognised at the earliest time.

RAG Score: 12 Amber

8. Information Governance – What type of information will be required to deliver this proposal? Is the proposal likely to result in increased risks to the information? If so, what are they? What plans do you have in place, or are developing, that will

What type of information will be required to deliver this proposal?As processes move from paper based or telephone scripts to digital self-service, security of data is paramount. Each process will have a different level of information and as such each process will need a view in terms of the Information Governance. For all processes safeguards are in place to ensure that data is secure and disposed of correctly. Secure forms for example have been designed to enable the authority to deal with much more sensitive information securely.

Is the proposal likely to result in increased risks to the information, if so what are they?Where services are collecting sensitive data then there will be a review of the impact of this data and appropriate solutions will be implemented. For instance we are utilising our secure forms to deliver information to back office in a secure manner.

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mitigate the likely identified negative impacts/risks?

What plans do you have in place, or are developing, that will mitigate the likely identified negative impacts/risks?Information Governance checks and balances.Security and penetration testing as well as software advancement such as secure forms, secure web chat, veriant on line forms wiith added functionality compared to what we have had in the passSecure Forms are cited as one of the key building blocks within the customer access strategy

RAG Score:Possible-limited=12 amber

9. Community Safety/Crime and Disorder - Who will be affected by this proposal? Is the proposal likely to result in positive or negative impacts/risks? If so what are they? What plans do you have in place, or are developing, that will mitigate the likely identified negative impacts/risks?

Who will be affected by this proposal?All sectors equally

What are the positive impacts/risks – if any?Neutral

What are the negative impacts/risks – if any?Neutral

RAG Score:2=green

10. Environment - How will the environment be affected by this proposal. Is the proposal likely to result in positive or negative impacts? How will these impacts be maximised


What are the positive impacts/risks – if any?Moving services online or onto the telephone could reduce the need for our customers to travel to our sites and therefore reduce travelling. To measure and prove this would be impossible. A Digital Mailroom method of dealing with post that has arrived at the Council or needs to be sent out will result in less post being moved around the county. This has a positive effect on the Council’s

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or minimised. Will this project deliver towards the Council’s ambition of environmental growth?

environmental footprint, as mileage is reduced and CO2 emissions from vehicles drop.

Online technologies can be used to promote environmental growth.

What are the negative impacts/risks – if any?neutral

What plans do you have in place, or are developing that will mitigate the likely identified impact/risk?

RAG Score:2=green

11. Health, Safety and Wellbeing - Who will be affected by this proposal? Is the proposal likely to result in positive or negative impacts/risks arising from: Individual lifestyles, social and community influences, living, working and economic conditions, access to or quality of services or any other direct or indirect effects on health, safety and well-being? If so what are they? What plans do you have in place, or


What are the positive impacts/risks – if any?As online services are improved customers will be able to access more information that is customer centric. Information and specific services will be available outside normal council opening hours therefore could contribute to individual well-being as they can self-serve and answer their own questions.

What are the negative impacts/risks – if any?Neutral

RAG Score: 2 green

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are developing, that will mitigate the likely identified negative impacts/risks?

12. Business Continuity Planning - Is there a Business Continuity plan in place that will be affected by the proposed changes and, if not, has the area been assessed to identify priority processes or functions? Who will be affected by this proposal? Is the proposal likely to result in positive or negative impacts/risks arising? Are all interdependent service areas covered by the CIA and are there any single points of failure identified?


What are the positive impacts/risks – if any?With a multitude of customer contacts methods: Face to Face, telephone, online, post and email: If one customer contact method does fail/break/go out of service the others can ensure service continues without interruption.

What are the negative impacts/risks – if any?Residents and visitors may not get their preferred method of contact

What plans do you have in place, or are developing that will mitigate the likely identified impact/risk?Robust testing of any new methods of customer to ensure system is robust. Up to date business continuity plans

RAG Score:2 green

13. Have the impacts identified in Questions 4 to 12 been assessed using up to date and reliable evidence and data? Please provide a link to the evidence/data

Impact identified in question 4: digital exclusions, customer profiling and predisposition to use online services, rurality, data security all of these impacts have used the data sources outlined below to ensure that evidence based decisions and mitigation can be scoped and planned for

Data sources:

http://stakeholders.ofcom.org.uk/market-data-research/other/research-publications/adults/adults-

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or state what the evidence/data is. The data and research page on the intranet is a useful resource.

Do you need to engage or consult with any representative group/s?

Are our staff affected? Have the unions or staff forums been involved? If not do they need to be?

media-lit-14/

Government data from the Digital by Default https://gds.blog.gov.uk/category/assisted-digital/ for latest developments.2013/4, Annual Population Survey, Mid-year 2013 population estimates, http://www.digitalbydefaultnews.co.uk/white-papers/channel-shift-realising-the-benefits/

SOCITIM, GOSS, Westminster Council, East Hampshire District Council, Havant Borough Council, Bracknell Forest and Winchester Council.ONS, UK Businesses: Activity, Size and Location, 2011 Census, DfE Looked-after children (at 31 March 2014), Cornwall Council Strategic housing Framework, Great Britain Tourism Survey, International Passenger Survey (IPS), Office for National Statistics, Internet Live Stats (www.InternetLiveStats.com Population Division, Internet & Mobile Association of India (IAMAI), World Bank. July 1 2014 Estimate.http://stakeholders.ofcom.org.uk/market-data-research/other/research-publications/adults/adults-media-lit-14/

3rd sector groups are engaged and consulted on through the digital inclusion work stream.

Unions and staff forums will be involved at the service specific level and will be drawn out in the details CIA for each change requirements. The business cases for each service outlines exactly what processes are being changed and outlined impacts on staff/resources required to deliver that service.

14. Are there other implications not covered

These can include: staffing, current and ex-service personnel, procurement and contracts, property, climate change, transport, waste and economy. If yes then please explain.

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http://www.digitalbydefaultnews.co.uk/white-papers/channel-shift-realising-the-benefits/

https://gds.blog.gov.uk/category/assisted-digital/



by this CIA that need to be considered?

Refer to the Committee Report Template Guidance page for further information.

Staffing: dependant on programmes of work, organisational development will need to incorporate changes to customer services practices.

Procurement and Contracts: invest to save programmes in web, form and telephony developments will be mapped out as an integral part of the CAS programme.

The budget savings lines outlines additional work around digital improvement plans/customer interactions and/or implementation of new technology-these are not presently aligned under this programme but are acutely aligned and could have adverse dependencies on the CAS. They are:

1. ASC1 Adults: 3 conversations savings of 1.5m over 2 years2. CFS25 Children’s Digital Improvement Plan 2019/2020 £0.1933. NPP2 Neighbourhoods and Public Protection-efficiencies through new

technologies £0.0754. EEY8 Education and Early Years Efficiencies through new technologies

£0.0505. COM14 Digital Improvement Plan modern working £0.0476. COM15 Digital Improvement Plan Operational Efficiencies £0.0097. COM16 Digital Improvement Plan Social Care Record £0.0048. COM17 Digital Improvement Plan Office 365 £0.250

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Summary of this CIA(Please copy and paste information from this summary into the relevant section(s) of the report template)

What are the key risks/impacts – both positive and negative? Are there any groups affected more than others? What were the identified risks and their mitigation? Do you consider that the identified risks are cumulative? If yes make this clear in the Summary. What course of action are you advising as a result of this CIA?

Digital Cornwall (Customer Access Strategy)-outlines the changes to how we interact with our residents and visitors-the strategy outlines that we are Digital by Preference-access for all. This strategy reflects the changes to the community we live in and reflects that our residents are visitors are significantly digitally more able than they were 10 years ago. As technology advances and as other areas of our lives go online form banking to benefits, shopping to booking holidays, the council wants to reflect these change-we want to respond to how our customer are behaving.

The key risk: 20% of people in Cornwall (projections of 23%) are not digitally able-we recognise that 17% of those have someone who does it for them but we still need to support those who do not -though training, additional support and specialist services, multiple methods and ways to contact us. By getting those who can and will go on line we can release resources to provide better care and support for those customers who need a more tailored approach.

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Summary of risks. What course of action does this CIA suggest you take? More than one of the following may apply. Please state the Residual Risk score. (Refer to the CIA Guidance regarding Risk Management)

Highest Risk Score

Outcome 1 - Green: No change required. The CIA has not identified any potential for adverse impact or risk. (Residual risk score of 6 or less)Outcome 2 - Amber: Continue with the proposal but mitigate the identified risk/s. Despite the potential of an adverse risk/impact continue but make sure you have suitable mitigation plans in place to manage and monitor the risk or impact. (Residual risk score of 8 to 16)

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Outcome 3 - Red: Stop and rethink. The risk and or impacts may not be acceptable even with mitigation. (Residual risk score of 20+)


Data clearly shows those over the age of 65, with certain disabilities and with low income levels maybe disproportionally impacted by this strategy. This is clearly recognised and mitigation has been put in place: training and support, working closely with 3rd sector partners, detail procedures across all customer contact methods for those with additional needs as well as a robust approach to evidence based decision making using customer data to understand customer predispositions and basing rate and pace of shift on that evidence.

This CIA is amber but there are strong mitigations and support structures for those impacted-This strategy will ultimately provide a more detailed tailored service for those customers that need our specialist support.

This Cornwall Council strategy can be managed through mitigations, what is not so easily managed is the whole sale move of services online such as the police, NHS, GPs services 3rd sector as Age Concern and Citizen Advice and even commercial services such as banks-this does change the shape of our interactions with our residents and it is this strategy that will think about how we deliver differently.

DEAG Review date

Comments from DEAG

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Digital Cornwall (Customer Access Programme) detailed CIA programmed 2017-2019

Age Disability Gender Reassignment

Marriage and Civil Partnership

Pregnancy and Maternity

Race Religion and belief

Sex Sexual orientation

Additional Characteristics7

Revenues and Assessment

Low income (high volume)

PlanningAdults Vulnerable+hig

h predisposition for digital exclusion

Children’sHighwaysTelephonyIntegrated TransportCustomer Promise

Cornish language

Post (not started)

7 It is difficult to provide a definitive list of all characteristics that should be considered during the CIA process. The CIA writer will know which groups of people are most likely to be impacted by the policy, service or function they are assessing and consideration of all these groups should be included in the CIA. For example-low income, Cornish status, employee

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