Agenda and minutes

To consider and approve the notes of the last meeting of the Panel held on 22 September 2005.

The notes of the meeting held on 21 November 2005 were agreed.

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

No substitutes had been 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.

(Head of ICT) To consider the attached report.

The Panel were asked to agree the submitted IEG 5 Return to Government and the progress made in meeting BV157. The Panel raised the a need to put in place a monitoring regime for the elements of the IEG budget.

Agreed:

(1)        That the IEG 5 Government Return submitted to the Office of the Deputy Prime Minister (ODPM) on 19 December 2005 be endorsed; and

(2)        That the Council’s progress in delivering the requirements of BVPI 157 and the priority service outcomes as reported in the IEG return be noted.

The Panel received a presentation from Foresight Consulting on the proposed phased implementation of the Customer Contact Centre. The Panel noted the objectives of each of the phases. Noted that the programme remained sound against any proposal for Local Government reorganisation.

The Panel were also asked for their comments on the proposed separation of customer and non-customer calls using an automated call answering system for business calls.

The Panel received current thinking on the accommodation proposals which were aimed at improving the customer experience. This might include meet and greet arrangements; multi-skilled customer service advisors; a more ‘retail like’ environment. The Project Board was currently reviewing three costs options.

Next steps would be:

(i)         a workshop on the proposals in February;

(ii)        a review of the workshop by the project board;

(iii)            Customer Excellence Training for staff;

(iv)            Consideration of the formal report by this Panel prior to Cabinet;

(v)            Consideration of that report by Cabinet and Council.

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

(i)         E-Government returns – Progress; and

(ii)            Customer Contact Centre – Progress.

The next scheduled meeting of the Panel is on 20 March 2006 at 7.30 p.m.

Noted that the next scheduled meeting was on 20 March 2006 (Subsequently cancelled)