Skip navigation Home Page News and Events Help Complaints Legal Information Contact Us Top of Page

Agenda and minutes

Venue: Committee Room 2 - County Hall, Durham. View directions

Contact: Lucy Gladders  03000 269712

Items
No. Item

1.

Apologies for Absence

Minutes:

Apologies for absence were received from Councillors  J Chaplow, M Clarke, K Hawley, H Liddle, L Maddison, J Makepeace, C Potts, J Robinson, J Rowlandson and M Simmons

 

2.

Substitute Members

Minutes:

There were no substitute Members present.

3.

Minutes pdf icon PDF 84 KB

Minutes:

The minutes of the meeting held on 12 October 2018 were confirmed as a correct record and signed by the Chairman.

 

Matters Arising

 

With regards to matters arising, the Head of Strategy confirmed the following;

 

Minute no. 3;

 

-       A written response with MTFP feedback had been sent to the Deputy Leader.

 

Minute no. 7;

 

-       The Customer Services Manager would be attending the next meeting and would touch upon the tree policy within the Customer Feedback report.

4.

Declarations of Interest

Minutes:

There were no declarations of interest.

5.

Report on the Council's use of powers under the Regulation of Investigatory Powers Act 2000 - Quarters 1 & 2 - 2018/19 pdf icon PDF 96 KB

Report of the Head of Legal and Democratic Services

Minutes:

The Board considered a report of the Head of Legal and Democratic Services which sought to inform members about the Council’s use of powers under the Regulation of Investigatory Powers Act (2000) (‘RIPA’) during the period 1 April 2018 and 30 June 2018 (Quarter 1) and 1 July 2018 and 30 September 2018 (Quarter 2) to ensure that it was being used consistently with the Council’s policy and that the policy remains fit for purpose (for copy see file of Minutes).

 

Resolved:

(i)            That the quarterly report on the Council’s use of RIPA for the period 1 April 2018 until 30 June 2018 and 1 July 2018 until 1 September 2018, be received.

(ii)          That the use of RIPA was consistent with the Council’s policy and that the policy remains fit for purpose, be noted.

 

6.

Update on the delivery of the Medium Term Financial Plan 8 pdf icon PDF 129 KB

Report of the Director of Transformation and Partnerships

Minutes:

The Board considered a report of the Director of Transformation and Partnerships which provided confirmation that the 2017/18 Medium Term Financial Plan (MTFP8) had been successfully delivered (for copy see file of Minutes).

 

The Head of Transformation reported that the savings target for MTFP8 was £15 million and up to the end of June 2018 £11 million had been achieved, bringing the overall savings target from 2011/12 to 2020/21 to £250 million.

 

The report went on to provide details relating to HR implications and data regarding staff leaving through ER/VR during the quarter. Forty one ER/VR applications had been accepted in the first quarter of 2018/19, making a total of 1,555 since 2011.

 

Councillor Wilkes asked if there was money left in the budget if savings were on target and being made early.  The Head of Transformation explained that at the end of quarter one 74% of savings had been made and that savings were made in advance of the financial year to come.  He advised that by 1 April savings should have already been made against the budget.  He further reported that savings would be included in the quarterly financial report.

 

Referring to Business Rates Retention, Councillor Tinsley said that the rateable value could have potential major implications for the council.  The Head of Transformation advised that the Finances Team were modelling all possible scenarios and that this could be wrapped up within the Fair Funding Review.

 

The Chairman commented that the biggest threats were Business Rates Retention, Fair Funding and Public Health.

 

Councillor Bell commented that it was good to be on track with the savings and looked forward to having discussions on the December budget report, especially if further savings would be required.

 

With regards to the 41 ER/VR applications Councillor Shield asked how many of those employees had been re-employed with a different contract of employment.  He had concerns about this double dipping.  The Head of Transformation assured him that it was not the council’s policy to reemploy but would feedback on figures.

 

Councillor Jopling was assured that any earmarked reserves would be spent on what the funding was intended for.

 

Councillors Martin and Wilkes queried when Scrutiny would see the budget outturn reports which were considered at Cabinet.  This had been raised at a previous COSMB. They were advised that a response to their query would be provided in due course.

 

Councillor Bell commented that some funding from central government was erratic and could not be fed into the budget when arriving so late in the process.  He understood that this contributed to the difficulty of managing the budget and our finances and it this kept happening when did it become a recurring grant.

 

Resolved: That the content of the report and the progress made in delivering MTFP 8 be noted.

 

7.

Customer Relations Management System (CRMS) pdf icon PDF 122 KB

·         Update on progress against recommendations of the CRM Review - Report of the Director of Transformation and Partnerships

·         Update on the CRM system

Additional documents:

Minutes:

The Board considered a report of the Director of Transformation and Partnerships that gave an update on progress made against the recommendations from the review of the Customer Relations Management System (for copy see file of Minutes).

 

The Head of Digital and Customer Services gave a detailed presentation that highlighted:

 

·         CRM Purpose

o   Priorities

o   Improved Choice

o   Customer Portal

o   Key Facts

o   Service Request Channel Transition

·         Customer Insight and Feedback

o   Customers

o   Management Dashboards

o   Customer Satisfaction – Contact

o   Customer Satisfaction – Service

·         Value for Money

o   Key Facts

o   Front Line Delivery

·         Members Portal

o   Overview

o   Interactive Dashboard

 

Councillor Batey was pleased with the way the system looked.  With regards to the statistics plotted she commented how many were due to the beast from the east rather than garden waste issues.  She asked what happened during bank holiday periods and when offices were closed.  She said that it was important for people to have out of hours contact and asked how this was managed.  The Head of Digital and Customer Services explained that this would depend on the way the indivdual services operated out of hours.  Neighbourhood Wardens, for example, worked much longer than office hours and complaints/issues could be reported directly to the warden when the offices were closed.  Usually during bank holidays and extended closures the public would be told when requests would be actioned.  There was also a texting service that could be used for those customers who had given their permission to contact them in this way.  He added that lessons had been learnt during the beast from the east as the weather changed so quickly that communications did not get out quickly enough.

 

Councillor Batey went on to ask if there was a minimum age for young people to use the system as she would like to offer an incentive for them to self report any issues.  She also asked if there was comparable information available on the database that could be shared. The Head of Digital and Customer Services would find out about the minimum age query and report back.  With regards to the shared database, he confirmed that this was available to Heads of Service and could be broken down by electoral division.

 

Councillor Adam pointed out that there wasn’t a huge decrease in the amount of people using the telephone system from October 2016 to July 2018, 48% to 37% and asked if there was a reason that people still used the telephone.  The Head of Digital and Customer Services said that customer feedback shows that some people preferred this method and felt that their issues would be dealt with more quickly than if they used online contact.  There were a small number of people who did not have access to enable them to utilise the online service.

 

Councillor Adam went on to say that he had been involved in the pilot of the Members portal and he asked if they would still receive an e-mail  ...  view the full minutes text for item 7.

8.

County Durham Partnership Update pdf icon PDF 229 KB

Report of the Director of Transformation and Partnerships

Minutes:

The Board considered a report of the Director of Transformation and Partnerships which updated Members on issues being addressed by the County Durham Partnership (CDP) including the board, the five thematic partnerships and all area action partnerships (AAPs). The report also included updates on other key initiatives being carried out in partnership across the county (for copy see file of Minutes).

 

The Strategic Manager Partnerships highlighted the work of a Think Family approach across children and adults services, the Ministry of Justice Gold Award received for Armed Services work, and the prevention at scale work in relation  to mental health.  The Committee were also informed that the council had signed up to a Modern Slavery charter.

 

The Chairman referred to the draft of the County Durham Vision and suggested it come back to scrutiny before being launched.  The Strategic Manager Partnerships confirmed that consultation will take place with Overview and Scrutiny  once the emerging findings had been produced .

 

Further to a comment from Councillor Wilkes about the layout of the report and making it easier to read, the Strategic Manager Partnerships advised that she would be reviewing the layout of the report and would take on board his comments.  The Chairman had found the report helpful being under the ‘Altogether’ headings.

 

Resolved: That the content of the report be noted.

 

9.

Notice of Key Decisions pdf icon PDF 96 KB

Additional documents:

Minutes:

The Board considered a report of the Head of Legal and Democratic Services which provided a list of key decisions that was scheduled to be considered by the Executive (for copy see file of Minutes).

 

Resolved: That the content of the report and update be noted.

 

10.

Information Update from the Chairs of the Overview and Scrutiny Committees pdf icon PDF 128 KB

Minutes:

The Board considered a report of the Director of Transformation and Partnerships which provided an information update of overview and scrutiny activity from 14 September to November 2018 (for copy see file of Minutes).

 

Resolved: That the content of the report be noted.

 

 

Contacts
Democratic Services
Durham County Council
County Hall
Durham
County Durham
DH1 5UL
email:
Tel:
03000 269 714