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 15^th January, 2007.

Resolved:- That the minutes of the meeting held on 15th January, 2007, be approved as a correct record.

To consider the attached report of the Strategic Director, Corporate Services

Consideration was given to a report of the Strategic Director of Corporate Services detailing the quarter three position on the performance of the Best Value Performance Indicators monitored and reported on by the Corporate Services Directorate, and Local Performance Indicators owned by the Corporate Services Directorate.

Reference was made to the measurements of performance which had been categorised in accordance with Performance Plus.

Particular reference was made the following Performance Indicators:-

(a) Status green star indicators:-

BVPI 12 – days/shifts lost to sickness

BVPI 16a – percentage of employees with a disability

BVPI 17a - percentage of black and minority ethnic employees

(b) Status blue circle indicators:-

BVPI 11a - percentage of top 5% of earners that are women

BVPI 11c - percentage of top 5% of earners with disability

BVPI 15 – ill health retirements

(c) Status red triangle indicators:-

BVPI 11b - percentage of top 5% earners from minority ethnic communities

BVPI 14 – early retirements (excluding ill health)

The report included details of the local performance indicators for services within the Corporate Services Directorate, most of which were performing well.

Resolved:- That the performance of the key corporate Best Value Performance Indicators and Local Performance Indicators, as detailed in the report submitted, be noted.

To consider the attached report of the Strategic Director, Corporate Services

Consideration was given to a report of the Strategic Director, Corporate Services which:-

(i) provided details of the complaints received and handled during the period 1^st April to 30^th September, 2006;

(ii) provided an update on the position regarding the development of the Corporate Complaints System; and

(iii) identified good practice amongst the Council’s Directorates for measuring customer satisfaction.

The report also highlighted:-

- the Local Government Ombudsman had not issued a report of maladministration against the Council during this six months’ period;

- more complaints were now being fully resolved at Stage 1 of the procedure;

- 70% of complaints were closed within the appropriate timescales during this period;

- the reporting template about complaints has been modified to incorporate performance against complaints received via the Local Government Ombudsman.

Elected Members asked to be informed of the reporting arrangements in respect of complaints made against 2010 Rotherham Limited.

Resolved:- (1) That the report be received and the statistics on Complaints Management for the period 1^st April to 30^th September, 2006 be noted.

(2) That the progress being made to develop further the corporate complaints system be noted.

(3) That approval be granted for a cross-Council approach to measuring satisfaction levels amongst customers of the complaints procedure.

(4) That approval be granted for the revision of the Officer Guide, to incorporate details recently published by the Local Government Ombudsman for handling unreasonably persistent customers or customers displaying unreasonable behaviour.

(5) That it be noted that there is to be a seminar for all Members of the Council, on the role and function of the Local Government Ombudsman, on Tuesday, 17^th April, 2007.

To consider the attached report of the Head of Performance and Improvement, RBT

The Chief Executive, RBT, submitted a report on the progress and performance of RBT for December, 2006, highlighting:-

-     the Welfare Rights Service has achieved £1 million in extra benefit income for clients since 2003;

-     the Payroll Team achieved 99.83% accuracy;

-     e-benefit training is complete within the Customer Service Centres;

-     Registration Online to be live from 22^nd January 2007;

-     progressing the work on the introduction of an Interactive Voice Response (IVR) facility for the Streetpride service;

-     approval of the business case for the use of the Procurement Card;

-     RBT has won the national e-Government Award for “Local e-Government excellence: Efficiency”.

The report included the Service overview for:-

§                     Customer Services/Public Access

§                     HR and Payroll

§                     ICT

§                     Procurement

§                     Revenues and Benefits

§                     Progress against Corporate Initiatives

§                     Equalities

§                     Investors in People

§                     Consultation/Complaints

Reference was made to the action be taken to address the under-performance in respect of Service Level Indicators PR01 (Percentage of catalogued goods or services delivered within the ‘lead times’ displayed in the item file) and PR02 (Percentage of authorised cheque requests processed on the next available run date). It was noted that the issue affecting indicator PR02 was an isolated occurrence.

The effects on performance of the office and service closure during the Christmas and New Year holiday period were also discussed.

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

(2) That, for future reports, performance data be displayed by the use of graphs, together with text commentary.

(3) That further consideration be given to the implementation of an enhanced Interactive Voice Response (IVR) facility by the end of March, 2007.

To received details of the petition

Consideration was given to a petition, containing 1,029 signatures, concerning the customer service facilities currently provided at Wath Town Hall. Discussion took place on the issues arising from the petition, including the Council’s development of new customer services’ facilities across the Borough area.

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

(2) That the Chief Executive and the Director of Corporate Services examine the implications of the petition, in the light of both the Varney review about shared services and the Council’s policies for the development of customer service facilities as part of the Our Future process and send an appropriate response to the petitioners.

To consider the minutes of the meeting of the Procurement Panel held on 22^nd January 2007

Consideration was given to the minutes of a meeting of the Procurement Panel held on 22^nd January, 2007.

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

To consider any questions received from Elected Members

There were no issues to report.

The following items are likely to be considered in the absence of the press and public as being exempt under Paragraph 3 of Part 1 of Schedule 12A to the Local Government Act 1972 as amended (information relating to financial affairs)

Resolved:- That, under Section 100A(4) of the Local Government Act 1972, the press and public be excluded from the meeting for the following items of business on the grounds that they involve the likely disclosure of exempt information as defined in Paragraph 3 of Part 1 of Schedule 12A to the Local Government Act 1972, as amended (information relating to financial affairs).

To consider the attached joint report of the Revenues and Benefits Client Officer and of the RBT Service Leader, Revenues and Benefits

Further to Minute No. 63 of the meeting of the Cabinet Member and Advisers for Customer Services and Innovation, held on 15^th January, 2007, consideration was given to a joint report of the Revenues and Benefits Client Officer and of the RBT Service Leader – Revenues and Benefits concerning the action plan for the collection of Council Tax. Included with the report were specific details of:-

(a) the benefits of payment of Council Tax by direct debit, instead of bank standing orders (a promotional leaflet about payment direct debits was distributed and copies would be made available for all Members of the Council);

(b) the review of the use of bailiffs, including their work during December.

Resolved:-  (1) That the report be received and its contents noted.

(2) That, subject to the concurrence of the Deputy Leader and the Cabinet Member for Finance:-

(a) the promotion of direct debit as a means of paying Council Tax by instalment be approved;

(b) the proposed strategies and actions for the collection of Council Tax, as detailed in the report now submitted, be adopted and implemented, excepting that the arrangements for the bailiffs’ work during December, 2007, shall be the same as in 2006; and

(c) the strategies and actions for the collection of Council Tax and also the role and work of the bailiffs, as now discussed, shall be reviewed after three months of the 2007/08 financial year and a further report submitted to Elected Members in July, 2007.

To consider the attached report of the Strategic Director, Corporate Services

The Strategic Director of Corporate Services submitted a report outlining the issues which had been considered by the E Government Board during the period October to December, 2006.

Resolved:- That the contents of the report be noted and the report be submitted to the Cabinet for further consideration.