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 20th April, 2006.

Resolved:- That the minutes of the meeting held on 20th April, 2006, be approved as a correct record.

To consider the attached report of the Executive Director of Corporate Services

Consideration was given to a report of the Executive Director of Corporate Services detailing the outcome of the People and Service First Review and also providing an update on the progress of the introduction of a Corporate Complaints system and the current situation regarding Surgery Connect. 

The report stated that the objective of the People and Service First review was to produce a Corporate Customer Charter based on a revised set of customer service standards, with the intention that these standards will be adopted throughout the Council, in line with the aims of the customer access strategy and the recommendations of the Access to Services inspection.

It was intended that information about the Charter would be distributed widely throughout the Borough.

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

(2) That the implementation of the revised customer service standards across the Authority be supported.

(3) That the draft charter be approved for display at all customer reception points throughout the Authority.

(4) That the report be referred to the Cabinet for further consideration.

To consider the attached report of the Executive Director of Corporate Services

The Executive Director of Corporate Services submitted the 2005/2006 year end report on the performance of corporate Best Value Performance Indicators monitored and reported on by the Corporate Services Programme Area and the general performance of services within the Programme Area.

Resolved:- (1) That the performance of the key corporate Best Value Performance Indicators and the achievements of the Corporate Services Programme Area be noted.

(2) That monitoring reports about corporate Best Value Performance Indicators be submitted to future meetings of the Cabinet Member and Advisers for Customer Services and innovation, at quarterly intervals.

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 March, 2006, including details of underperformance on Service Level Indicators for the year 2005/2006. The report highlighted:-

- recruitment was continuing to staffing posts with the Customer Service Centres in the Rotherham town-centre and at Swinton;

- a member of the Welfare Rights and Money Advice Team had helped in persuading the Insolvency Service to change one of its rules in favour of carers, which would have a positive impact nationwide;

- action was being taken to correct the underperformance on two of the Service Level Agreement measures for Human Resources and Payroll; the Council Client had waived the financial penalties in respect of one of these SLAs;

- Human Resources and Payroll had been shortlisted for the Pay and Workforce Achievement Award at the Municipal Journal awards ceremony, due to be held in London during June, 2006;

- the trial of the remote-support staff working from home had been successful, with increased productivity evidenced.

The report included the Service overview for:-

§                     Service by Service Overview

§                     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 (recent appointment of Schools Account Manager)

Details were also provided of the Service Level Agreement underperformance during the year 1 April, 2005 to 31 March, 2006. The Council Client had waived the financial penalties in respect of the underperformance on some of the SLAs. RBT confirmed that they would be continuing discussions with the Client where agreement had not been reached on the suspension of financial penalties for the remaining SLAs.

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

(2) That reports be submitted to the next meeting in respect of (i) the services provided by RBT to schools; (ii) the management of risk by RBT.

To consider the attached report of the Chief Executive, RBT

Further to Minute No. 61 of the meeting held on 20th February, 2006, consideration was given to a report of the Chief Executive, RBT, concerning the success of the Interactive Voice Response (IVR) pilot project.  The report highlighted the success of the pilot and sought agreement to continue the use of IVR software on a permanent basis within Rotherham Connect in order to deal more effectively and efficiently with Council Tax and Benefit call volumes.

Resolved:- (1) That Interactive Voice Response system, in its currently limited format, continue to be used to enable the contact centre to enhance levels of customer service by improved management of the high volume of telephone enquiries received for Council Tax and Benefits services.

(2) That a copy of the report submitted be provided for all Members of the Council.

To consider the minutes of the meeting of the Procurement Panel held on 8th May, 2006

Consideration was given to the minutes of the meeting of the Procurement Panel held on 8th May, 2006.

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

To consider the minutes of the meeting of the E Government Programme Board held on 29th March, 2006

Consideration was given to the minutes of the meeting of the E Government Programme Board held on 29th March, 2006.

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

To consider the following appointments (the current membership is listed):-

(1) Local Government Association – Rural Commission

Appointment of one substitute Member:-  (currently Councillor Burke)

(nb: Councillors Hodgkiss and Wyatt are the Council’s appointed representatives)

(2) E Government Board

Cabinet Member and Advisers for Customer Services and Innovation

(3) Data Protection and Information Group

Councillor Hodgkiss

(4) Fair Trade Group

Councillor Wyatt (Chair); Councillor Jack

(5) Procurement Panel

Councillor Wyatt (Chair)

Councillor Smith, Cabinet Member for Economic Regeneration and Development

Councillor Stonebridge, Chair, Performance and Scrutiny Overview Committee

Consideration was given to the nomination of representatives to panels, groups and to external bodies for the 2006/2007 Municipal Year.

Resolved:- (1) That the Cabinet Member and Advisers for Customer Services and Innovation shall attend meetings of the Council’s E Government Board.

(2) That Councillor Hodgkiss shall attend meetings of the Data Protection and Information Group.

(3) That Councillors Hodgkiss and Wyatt continue to be members of the Local Government Association’s Rural Commission, with Councillor Burke as substitute member.

(4) That the Cabinet Member for Customer Services and Innovation, the Cabinet Member for Economic Regeneration and Development Services and the Chairman of the Performance and Scrutiny Overview Committee shall attend meetings of the Procurement Panel.

(5) That Councillor Jackson shall attend the meetings of the Recycling Group.

(6) That the Cabinet Member for Customer Services and Innovation and Councillor Jack shall attend meetings of the FairTrade Group.

To consider any questions received from Elected Members

A Councillor had questioned the cost of personal computers supplied by RBT, when compared to the cost of similar equipment available from high street retailers. It was agreed that the Chief Executive, RBT, should provide a written reply to the Member concerned.

(The Chairman agreed that consideration be given to the following item at this meeting, to enable the matter to be processed without delay)

The Head of Corporate Communications and Marketing submitted the revised Action Plan for 2006/07, which supports the delivery of the Council’s Corporate Communications and Marketing Strategy for 2005 to 2008.

The revised Action Plan, with more realistic timescales, was now focused upon communications and marketing activity to be delivered through the corporate team, working with Programme Area communications leads. The Head of Corporate Communications and Marketing presented a summary of key achievements so far, and priorities contained within the new plan, including the development of effective working relationships with the new radio station for Rotherham.

Resolved:- That the revised Action Plan for 2006/07, as now submitted, be approved.