Cabinet, at its meeting on 9 July 2025, will consider a report reviewing the Citizen Experience Strategy 2025-27 and approve the updated action plan.

Councillor Nigel Chapman, Cabinet Member for Citizen Focused Services and Council Companies, Helen Bishop, Director of Communities and Citizens’ Services, and Vicki Galvin, Citizen Experience Programme Manager have been invited to present the report and answer questions.

The Committee is asked to consider the report and agree any recommendations.

Cabinet, at its meeting on 9 July 2025, will consider a report reviewing the Citizen Experience Strategy 2025-27 and approve the updated action plan. 

The Committee was asked to consider the report and agree any recommendations. 

Vicki Galvin, Citizen Experience Manager, and Helen Bishop, Director of Communities and Citizens Services, were present to respond to questions.  

The Director of Communities and Citizens Services summarised the report, noting that the original strategy from 2023 is expected to be reviewed in full in 2027. This report offers a brief refresh which focused on updating the data and insight and using this to update the action plan. The demographic profile of the city demonstrates increasing diversity, healthy inequalities, poverty and a digital divide. The Committee understood that a lot of work has gone into the revised action plan to ensure that the Council services support the quality of life for all citizens of Oxford City. The report also considers feedback from a range of key stakeholders.   

Councillor Azad and Councillor Mundy rejoined the meeting.  

The Chair invited questions from the Committee.  

Councillor Ottino requested examples of how they are reaching people that may not usually respond to survey and in places without community buildings. It was also asked what is being done to ensure that residents believe that their views are relevant and mater to the Council. Additionally, in relation to young people, it was asked what is being done to ensure engagement in the democratic process.  

With a focus on AI, Councillor Jarvis asked how it is currently being utilised within Council services and whether it risks diminishing residents’ service experiences. It was commented that AI is often variable in quality. The Chair supported this query and asked whether AI had been considered within the environmental impact assessment.  

In response to Councillor Ottino, the Director of Communities and Citizens Services detailed examples of ongoing work to engage broadly within the local community. This included examples such as telephone contact centres, face to face services within the Westgate Library, and links with food larders across the city. The Committee heard that reviews are ongoing to assess the regularity of visits to food larders and possible new community locations to attend. To support digital access, work is also ongoing with Oxfordshire County Council to facilitate a digital cafe in the Westgate Library to support skill development. In response to the need to ensure residents’ feel their voices are valued, the Director of Communities and Citizens Services emphasised that a new comments and complaints process has been installed across the Council and in-person walkabouts are taking place in localities. In respect of young people specifically, the Committee heard that a young person’s panel has been established and there is ongoing work with schools.  

In response to Councillor Jarvis, the Director of Communities and Citizens Services detailed the ongoing work relating to AI, including upskilling current staff and purchasing additional MS CoPilot licenses. The Committee also heard of an upcoming workstream which will focus on analysis of people’s intents when phoning the Contact Centre to understand if AI, automation, and other digital services could be better utilised to signpost, triage or respond to these calls. Furthermore, it was clarified that a new policy has been drafted to support safe and transparent use of AI, and an AI Working Group has been established that is also currently developing an AI Strategy. Finally, in response to the Chair, it was explained that the current Equalities Impact Assessment does consider AI but that it could be a recommendation of the Committee that more focus is centred on this from an environmental perspective. The Citizen Experience Manager agreed.  

The Chair clarified the reasons for which AI should be considered within the environmental impact assessment.  

Councillor Miles expressed concern for vulnerable residents with chronic conditions who may experience limitations with engaging with the Council. To this end, she asked whether the Council engages with carers and relatives of frail residents and noted the hinderances of timed automated phone systems. Additionally, Councillor Miles queried if the Council engages with boat dwellers and young persons below the age of 12. 

The Chair queried what contingency planning has taken place given the increased utilisation of digital contact points and the risks of web outages or technological limitations.  

The Director of Communities and Citizens Services agreed that a separate Environmental Impact Assessment should be considered for the AI strategy and that this could also be a focus of the 2027 Citizen Experience Strategy refresh. In response to Councillor Miles, it was explained that work is ongoing to understand the demographic profiles of each locality and the Director of Communities and Citizens Services offered to sit down with Councillor Miles to discuss this in more detail. In relation to automated phone services, the Committee were reassured that if a caller does not select an option or speak, then the call is automatically connected to a real member of staff who can engage with the resident. Furthermore, the first option on the call is to select the phoneline for vulnerable persons which also connects to a real member of staff. In regards engagement with under 12’s, the Committee heard that a consultation strategy is being worked on, but that further could be done for this age group.  

In response to the Chair, the Director of Communities and Citizens Services explained that business continuity is a priority and that if required, the service could revert to using pen and paper to ensure continued contact with residents.  

The Chair invited the Committee to discuss possible recommendations.  

The Committee resolved to make the following recommendation(s) on the report to Cabinet: 

1. That Cabinet consider incorporating physical presence in future consultations, particularly in areas further outside the city centre, and undertake support of language interpreters where appropriate. 

2. That the environmental and equality impacts of AI use be considered as a core component of the full review of the Citizen Experience Strategy in 2027, adding dedicated sections addressing the implications of AI in both areas within the strategy. 

3. That proactive efforts be made to consult children under 12, in recognition of the city’s commitment to becoming an age and children friendly city. 

The Chair thanked the Citizen Experience Manager and the Director of Communities and Citizens Services.   

The Citizen Experience Manager and the Director of Communities and Citizens Services left the meeting and did not return.