Agenda and minutes

To consider the minutes of the last meeting and update any matters arising

Consideration was given to the minutes of the previous meeting, held on 16th January, 2006.

Resolved:- That the minutes of the meeting held on 16th January, 2006, be approved as a correct record.

To consider the attached report of the Chief Executive, RBT

The Chief Executive, RBT, submitted a report on the progress and performance of RBT for the month of December, 2005, highlighting:-

§                     Customer Services/Public Access

§                     HR and Payroll

§                     ICT

§                     Procurement

§                     Revenues and Benefits

§                     Progress against Corporate Initiatives

§                     Equalities

§                     Investors in People

§                     Consultation/Complaints

§                     Audit Updates

§                     Schools (appointment of Schools Account Manager)

Details were also provided of the Service Level Agreement underperformance during the period October to December, 2005.

Reference was made to the performance in respect of Service Level Agreement RB02 (percentage of Council Tax collected).

Resolved:- (1)  That the contents of the report be noted.

(2) That Members be provided with further details in respect of Service Level Agreement RB02.

(3) That the Executive Director for Corporate Services be provided with appropriate information about increased spending on ICT equipment, etc. by 31st March, 2006.

To consider the attached report of the Chief Executive, RBT

The Chief Executive, RBT, submitted a report about the proposal to implement Interactive Voice Response (IVR) software as a six weeks’ pilot project in Rotherham Connect. The report stated that this system would enable the contact centre to improve its handling of the anticipated increase in Council Tax and benefits call volumes at the start of the new financial year.

In noting that Interactive Voice Response systems have sometimes proved to be unpopular, Members learned that Rotherham customers will probably have no more than one or two options from which to choose; it was also anticipated that many customers would not have to make a choice, but would simply wait for their call to go through to a member of staff.

Resolved:- (1) That the contents of the report be noted.

(2) That the Interactive Voice Response (IVR) be piloted to enable the contact centre to deal with high volumes of telephone enquiries for Council Tax and benefits at the start of the financial year in April, 2006.

(3) That a further report, detailing the outcome of the pilot project, be submitted to a future meeting of the Cabinet Member and Advisers for Customer Services and Innovation.

To consider the minutes of the meeting of the Procurement Panel held on 30th January, 2006

Consideration was given to the minutes of the meeting of the Procurement Panel, held on 30th January, 2006.

Resolved:- That the contents of the minutes be noted.

To consider the minutes of the meeting of the Communications and Marketing Group held on Thursday, 17th November, 2005

Consideration was given to the minutes of the meeting of the Communications and Marketing Group, held on 17th November, 2005.

Resolved:- That the contents of the minutes be noted.

To consider any questions received from Elected Members

Reference was made to the decision to end the arrangement whereby employees could pay Council Tax by salary deduction (Minute No. 54 of 16th January, 2006 refers). It was noted that the alternative arrangement of payment by direct debit was now being offered.

Discussion also took place on the advice available to the general public to make arrangements to pay Council Tax.

(The Chairman authorised consideration of the following item to enable Members to be informed of the review)

Members were informed of the arrangements for the current review of the People and Service First customer care standards. A customer focus group session would be taking place at the Bailey Suite during the evening of Wednesday, 8th March, 2006 and it was hoped that many people would attend that event. Many questionnaires had also been issued, both to employees and to organisations and groups outside the Council.

It was anticipated that the report and recommendations of the review would be available by the end of March; the report would be submitted to the Cabinet and to the Democratic Renewal Scrutiny Panel.