Agenda and minutes

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

Consideration was given to the minutes of the previous meeting held on 10^th March, 2008.

Further to Minute No. 62 (RBT Performance Update) the Cabinet had approved the final amendments to the RBT contract.  It was suggested that this message be conveyed to RBT staff following approval at the RBT Board on Tuesday.

Reference was also made to Minute No. 65(b) (ICT for Elected Members) and an update provided to confirm that a small number of Members had been provided with broadband, with the next tranche being rolled out before the end of April, 2008.  The feedback from the first group of Members had been largely positive.

Resolved:-  That the minutes of the meeting held on 10^th March, 2008, be approved as a correct record.

- To consider the attached report of the Chief Executive, RBT

Paul Briddock, Service Director - Information Systems and Customer Services, and Paul Hamblett, Enterprise Programme Officer Manager, RBT, presented the submitted report on the progress and performance of RBT for the period February, 2008.

Key points for this period included:-

·              Service Level Agreement Performance Summary.

·              Customer Services.

·              Contact Centre Update.

·              Call Handling.

·              Call Volumes.

·              Human Resources and Payroll.

·              Number of Calls Received and Abandoned.

·              Percentage of Calls Answered within 0-30 Seconds.

·              ICT.

·              Procurement.

·              Savings Update.

·              Revenue and Benefits.

·              Council Tax Collection Performance.

·              Revenue Collection.

·              Council Tax Collection – Action Plan Update.

·              Consultation and Complaints.

A discussion ensued and the following issues were raised and clarified:-

-                RBT Governance Group – formerly Our Future Group 6.

-                Reasons for unmet target in January, 2008 in the Contract Centre.

-                Percentage number of calls answered in HR within ten seconds.

-                Impact of Job Evaluation on number of calls to HR.

-                Proposals for ICT refresh to officers.

-                LHA Project now live.

-                Direct Debit Uptake.

-                Comparisons to other Metropolitan Authorities for Council Tax Collection Performance.

-                Static collection rates for February and March for National Non-Domestic Rates.

-                Step by step process for the issuing of a summons for non-payment of Council Tax.

-                Need for the collation of compliments as well as complaints.

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

(2)  That information be provided on Rotherham’s comparison with other Metropolitan Authorities for Council Tax Collection Performance when available.

(3)  That a step by step process for the issuing of a summons for non-payment of Council Tax be provided for Elected Members.

(4)  That RBT provide information on the percentage number of calls answered in HR within ten seconds in future performance update reports.

Consideration was given to the minutes of a meeting of the Communications and Marketing Group held on 10th December, 2007.

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

To consider the minutes of the meeting of the Procurement Panel held on 10^th March, 2008

Consideration was given to the minutes of a meeting of the Procurement Panel held on 10^th March, 2008.

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

To consider any questions received from Elected Members

There were no Member issues to report.

Mark Gannon, Transformation and Strategic Partnerships Manager, reported on proposals to achieve “Customer Service Excellence Standard” and work involved to reach accreditation.

Paul Hamblett, Enterprise Programme Officer Manager, RBT, confirmed that the Council and BT were again nominated for the Municipal Journal Awards again this year in the Partnership Category.

It was also noted that the Council had received nominations in several other categories including Council of the Year, HR and Member Development.