Agenda and minutes

Your Plymouth - Tuesday 22 April 2014 4.00 pm, NEW

Venue: Warspite Room, Council House. View directions

Contact: Katey Johns  Email: katey.johns@plymouth.gov.uk

Items
No. Item

41.

DECLARATIONS OF INTEREST

Members will be asked to make declarations of interest in respect of items on this agenda.

Minutes:

There were no declarations of interest made by councillors in accordance with the code of conduct.

42.

CHAIR'S URGENT BUSINESS

To receive reports on business which, in the opinion of the Chair, should be brought forward for urgent consideration.

Minutes:

There were no items of Chair’s urgent business.

43.

TRANSFORMATION PROGRAMME - CUSTOMER AND SERVICE pdf icon PDF 229 KB

The panel will be asked to consider the Customer and Service Outline Business Case in relation to the Transformation Programme.

Additional documents:

Minutes:

The panel heard from Phil Morgan, Senior Policy, Performance and Partnership Adviser, who advised members that –

 

·        he would be working with all four scrutiny panels and the Co-operative Scrutiny Board to help shape and co-ordinate scrutiny of the Transformation Programme;

·        all Scrutiny panels would receive their Transformation Programme presentation by 23 April 2014 in order to enable scrutiny of their topic-specific areas to commence at the earliest opportunity in the new municipal year;

·        the Co-operative Scrutiny Board would the review the plan for the scrutiny of the Transformation Programme at its meeting on 23 April 2014.

 

Anthony Payne, Strategic Director for Place, Peter Honeywell, Transformation Programmes Manager, and Ross Johnston, Transformation Project Officer, were also in attendance to present proposals for the Customer and Service Transformation Programme.  The panel was informed that there were three key drivers for the proposed changes, namely that –

 

·        the brilliant co-operative council vision needed to be translated into practice;

·        PCC was facing a funding gap of £65m;

·        there was insufficient integration across key areas (engagement, intelligence, decision making, strategy and planning, and policy implementation.

 

Members received a presentation (as set out in the agenda pack) and heard that the programme –

 

(a)

 

built on the ‘investment in customer transformation and core ICT infrastructure’ and ‘redevelopment of the Civic Centre and future accommodation requirements’;

 

(b)

 

would define and implement consistent service standards for customer interactions supported by the Council’s in house service and for those services delivered for the Council by other parties;

 

(c)

 

would implement the customer and channel elements of the blueprint through a process of service reviews with the result that the cost of managing customer contacts would be reduced and service levels delivered to customers were actively managed;

(d)

 

could benefit from pre-decision scrutiny in a number of areas, namely –

 

·         input to development of the Customer Access Strategy;

·         monitoring/challenge realisation of benefits through quarterly reporting;

·         monitoring/challenging the plans and delivery of the programme through quarterly reporting;

·         engagement of members in the programme aims and changes supporting transformation.

 

 

In addition, Members were advised of the overall aims of the programme which were to –

 

(e)

 

create a new service within the Council to manage 80 per cent of customer requests for all services provided by (and for) the Council;

 

(f)

 

simplify customer access to services so customers only have to tell once;

 

(g)

 

give customers access to key services 24-hours a day by automating and making them available via the internet;

 

(h)

 

create a consistent set of performance standards for customer service (the measures that matter) and ensure targets are met;

 

(i)

 

user service reviews to re-design the way service is provided, removing unnecessary activity and allow staff to focus on delivering what customers need;

 

(j)

 

develop a clear view of who customers were and what they required and then use this information to inform business decisions.

 

An offer, which was accepted, was extended to members to visit the new First Stop facility in New George Street once  ...  view the full minutes text for item 43.

44.

EXEMPT BUSINESS

To consider passing a resolution under Section 100A(4) of the Local Government Act 1972 to exclude the press and public from the meeting for the following item(s) of business on the grounds that it (they) involve the likely disclosure of exempt information as defined in paragraph(s) of Part 1 of Schedule 12A of the Act, as amended by the Freedom of Information Act 2000.

Minutes:

There were no items of exempt business.