A MERGER of West Somerset and Taunton Deane Borough Councils could leave the quality of council services at risk, a union claims.

A threatened 30 per cent budget cut by 2020 has sparked a row between councillors in Taunton Deane and West Somerset over whether the two authorities should become one.

However Unison says transformation plans could see a call-centre approach to handling a wide range of complex queries, from planning and housing, to environmental health and trading standards, introduced.

Taunton Deane Borough Council and West Somerset Council are currently in the process of discussing three options for the future: to opt for further integration but remain as separate councils, to merge and form one council for the entire area, or to split completely and work as two separate councils.

According to Unison, up to a quarter of staff could lose their jobs as a result of key council services being moved online.

Concerns that older people and vulnerable service users will be significantly disadvantaged have emerged. Union reps are doubtful that merger plans will improve services to residents.

They say a council merger could trigger a local referendum as it believes there is no evidence that local people have been consulted about what services they receive or how they should be delivered - a claim strongly disputed by the councils.

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Phil Bisatt, Unison branch secretary, highlighted a raft of concerns regarding the transformation process and any possible merger.

“We’ve not seen any evidence that transformation improves services," he said. 

"In fact the reverse seems to be true. The new software does not always seem to be working properly, years after its installation, and the changes have been poorly managed so that specialist staff with scarce skills have decided to walk away and work for other councils.

“We are only just extricating ourselves from the consequences of Southwest One, yet it looks like we’re being presented with another private sector technological silver bullet designed to solve all our problems.

"The real issue is the Government’s constant squeeze on public funding. This is what is threatening West Somerset’s viability and Taunton Deane’s economic growth prospects.

"If the two councils do merge, the savings must be reinvested in services and the staff that deliver them.”

A spokesman for Taunton Deane Borough Council and West Somerset District Council hit back at the trade union.

The spokesman said: "UNISON has been consulted and briefed throughout – and will continue to be.

"The Business Case does not propose a “call centre” approach. It does focus of self-service with people able to complete transactions online 24/7 as they do with banking, shopping, utility companies etc.

"The Business Case sets out a “case management” approach. Customers would have a single point of contact who would take charge of an issue from start to finish. This would mean a customer would not have to go to several different officers/departments.

"The Business case does not suggest a “one size fits all” approach. Customers would be encouraged to use the most appropriate channel. For those unwilling or unable to use online services, they would still be able to telephone or visit.

"The aim is to have locality-based services so customers would not need to travel to a centralised office.

"The Business Case sets out the approach – the detail would be addressed once a decision is made by elected councillors.

"There are plans to inform and engage with residents. Feedback will be actively encouraged and we will harness the relationships we already have with residents through forums such as housing tenants’ groups, business groups.

"The West Devon/South Hams arrangement has achieved savings as has Eastbourne.

"We are learning from others’ experiences to shape our own approach – this is focussed on people – technology is the tool that will enable.

"No decision has been taken on IT provision – this is subject to procurement which will test which system(s) can offer the best and most cost-effective solutions.

"In essence, the Business Case sets out options to make savings and, most importantly, improve services for our communities by making it easier for people to engage with the council(s) online or in person.

"It’s modernising our processes and looking at what the customer, rather than a council structure, needs."