The Future Operating Model reflects a root and branch shift for Inverclyde as it strives to operate more efficiently while giving customers the highest quality services where and when they need it.

Chief Executive John Mundell said: “This is all about our customers. We have spent the past couple of years looking at how we operate as a business and it is clear we can and must change to maximise our resources into front line services and at the same time radically improving our customer service.”

Research has identified key areas where the Council can improve its operational effectiveness and efficiency at a corporate and service level.

Key issues included: * Too many points of contact * Too many premises * Too many computer systems * Customer has a different experience with each service and within services

Mr Mundell added: “This is not about our staff doing a bad job. On the contrary they do an incredible job but should be given the freedom to do even more. This is about enabling employees, giving them new skills and a better working environment.

The review has been carried out in consultation with staff from a wide range of Council services through participation in workshops and focussed discussion groups. Trade unions were also consulted.

Research has also been carried out through the experience of business transformation projects throughout the UK public sector, local authorities and other organisations.

* The new Customer Contact Centre will be located on the ground floor of the Municipal Buildings in Clyde Square
* The existing Contact Centre in Wallace Place will be modernised to meet the requirements as it the plan is phased in
* The process should be completed by late 2012

Inverclyde Council Leader Councillor Stephen McCabe said: “We would be failing our communities if we did not act now. Inverclyde’s needs are at the heart of the Future Operating Model. We are determined that our customers get the first class services they deserve from an organisation that is in tune with what they need.”

The six phrase project is funded through £1 million from Council reserves with any additional costs funded by savings created.

It is anticipated that savings will cover the cost of loan charges, improving Council buildings, and further investment in frontline services.

Councillor McCabe added: “This really is a case of Spend to Save and is so much more than a shiny new call centre. This is a fundamental change in the way we deliver our services to the customer in a manner that will benefit the Council and the community in the long term. This is a 10 year model and we expect it to deliver on our fundamental promise to provide excellence to our customers at value for money.”