Agenda and minutes

(Head of Research and Democratic Services)  To report the appointment of any substitute members for the meeting.

No substitutes were appointed.

(Head of Research and Democratic Services). To declare interests in any items on the agenda.

In considering whether to declare a personal or a prejudicial interest under the Code of Conduct, Overview & Scrutiny members are asked pay particular attention to paragraph 11 of the Code in addition to the more familiar requirements.

This requires the declaration of a personal and prejudicial interest in any matter before an OS Committee which relates to a decision of or action by another Committee or Sub Committee of the Council, a Joint Committee or Joint Sub Committee in which the Council is involved and of which the Councillor is also a member.

Paragraph 11 does not refer to Cabinet decisions or attendance at an OS meeting purely for the purpose of answering questions or providing information on such a matter.

No declarations of interest were made.

(Chairman/Lead Officer) The Overview and Scrutiny Committee has agreed the Terms of Reference of this Panel and associated Work Programme. This is attached. The Panel are asked at each meeting to review both documents.

The Terms of Reference and Work Programme were noted.

(Portfolio Holder for ICT and Corporate Support Services/A Scott – Head of ICT and Communications) To consider the attached report.

The meeting was attended by Keith Irvine of Steria, the Council’s Consultant on the scoping study for the Contact Centre.

The Panel noted the proposed report to the Cabinet and Contact Centre Scoping Study. Noted that it was proposed that the contact was at the centre of a much larger cultural change. This programme was to be known as a Customer Service Transformational Programme (CSTP). Initial costings of some elements were noted. Further work would be needed on the accommodation and staffing aspects.

Noted the proposal to use external consultants to support the development of the CSTP and to work on a Project Initiation Document (PID) using S-Cat procurement methods.

The Panel considered this report and agreed the general approach being adopted. They made the following specific points:

(a)        the clarification of recommendation (4) to indicate that the appointment of consultants was to develop the PID for the Programme in the first instance. The Portfolio Holder, who was present at the Panel meeting, accepted this change; and

(b)        The Panel also considered that if the Council were to proceed:

(i)         There needed to be definite proposals to inform staff about change via corporate sessions; and

(ii)        That a HR Strategy for staffing matters should be addressed at an early stage.

To consider which reports are ready to be submitted to the Overview and Scrutiny Committee at its next meeting.

Noted that the Contact Centre report would be submitted to the next Cabinet meeting.

To consider the forward programme of meeting dates for the Panel.

Next meeting 22 September 2005 at 7.30 p.m.