Agenda item

OVERVIEW OF PRIORITIES FOR COMMUNITY SERVICES AND CORPORATE SUPPORT (CUSTOMER SERVICES)

Meeting of Customers and Communities Overview and Scrutiny Panel, Monday 7 June 2010 10.00 am (Item 8.)

The panel will receive an overview of the priorities for Community Services and Corporate Support (Customer Services).

Minutes:

The Director for Community Services gave a presentation together with the Cabinet Members for Community Services (Street Scene, Waste and Sustainability), and Community Services (Safer and Stronger Communities and Leisure, Culture and Sport) and the Assistant Directors for Leisure, Culture and Sport and Community Services (Environmental Services), on the key areas of work of the department and how it linked with the panel as follows –

(a)	the service areas within the department -
	?	Environmental Services
	?	Adult, Health and Social
	?	Leisure, Culture and Sport
	?	Safer Communities
	?	Business Support
(b)	Cabinet Members informed the panel of the key areas within their portfolios and provided an update on proposals for the forthcoming year, as follows –
	Community Services (Street Scene, Waste and Sustainability)
(c)	?	key areas –
	?	waste management
	?	cleansing, waste disposal and recycling
	?	fleet management
	?	parks including playgrounds
	?	public open space
	?	climate change and sustainability
	?	public protection
(d)	proposals for the forthcoming year –
	?	additional resources to tackle fly tipping;
	?	investigate proposals for a waste to energy plant to reduce the landfill;
	?	increase the provision of allotments within the city;
	?	review the Licensing Act including the cumulative impact policy and sex establishments;
	Community Services (Safer and Stronger Communities and Leisure, Culture and Sport)
(e)	key areas –
	?	anti social behaviour
	?	community safety
	?	communities cohesion and equalities
	?	leisure/sports facilities
	?	events
	?	cultural activities
	?	heritage, museums and libraries
	?	Mount Edgcumbe country house and park
	?	licensing hackney carriages
	?	localities
(f)	proposals for the forthcoming year –
	?	implementation of localities working;
	?	crime reduction including anti social behaviour, offender management and violent/sexual abuse;
	?	increase the number of transit and permanent sites for gypsies and travellers within the city.

The Assistant Director for Customer Services and Business Transformation gave a presentation on the key areas of work of the department and how it linked with panel as follows –

(g)	key areas –
	?	customers services
	?	business continuity
	?	ICT
	?	media, public relations and communications
(h)	proposals for the forthcoming year –
	?	web services to allow access to all Council services 24/7, with easy links to appropriate information and related services;
	?	branded self-help points within key Council facilities, such as libraries;
	?	consistency of service for the customer;
	?	clear, published standards of service for Council staff;
	?	customers to be offered the opportunity to leave feedback after every interaction;
	?	regular consultation on all aspects of the Council’s services;
	?	increasing the number of issues resolved at the first point of contact;
	?	customer satisfaction regularly monitored and a Plymouth City Council satisfaction index published monthly on the website.

Members of the panel put forward questions to which the following responses were provided –

(i)

the provision of a further 100 allotments would be achieved this financial year;

(j)

the Council had been successful in securing three convictions for fly tipping; the use of covert cameras for what were considered low level crimes was considered controversial;

(k)

the expansion of the allotments at Plympton St Maurice was problematic, however the Council had entered into negotiations to secure a piece of land at Plymstock;

(l)

it continued to be the desire of the Council to provide a glass collection service if resources permitted;

(m)

following the withdrawal of the strategic partner from the scheme, work was being undertaken to find a way to secure additional resources; the cost of the lease for the temporary library was covered by the insurance money, although this would cease early next year; the cost of the lease was £60,000 per annum; work was being undertaken to ascertain the feasibility of extending the lease to develop the scheme;

(n)

the new system that was due to replace Flare would provide access to councillors.

The Chair thanked the Cabinet Members and officers for attending.