Agenda item

The Committee considered a report of the Corporate Director Neighbourhood Services which provided information on the public consultation on the new Customer First Strategy for the Council for 2014-2017, which was considered by Cabinet on 15 January 2014 (for copy see file of minutes).

The Customer Relations, Policy and Performance Manager advised that a Member Task and Finish group had been established and the first meeting would take place on 6 February 2014.

She went on to advise that the revised strategy set out the draft commitments for the council, in the context of the reviewed budget and was appended to the report at appendix 2. Further detail was reported in respect of the consultation process which would take place over a 12 week period and commenced on 20 January 2014. Various methods of consultation would be undertaken to ensure that it reached a wide range of the council’s customers and would include online surveys and focus groups. The council would also aim to seek the views of wider partners during the consultation exercise.

Councillor Hopgood in referring to page 63 of the report suggested that the statistic surrounding council complaints would read more positively if amended to say that ‘98% of the complaints received into the Council in 2012/13 were not resolved locally. It was agreed by all that this was a far more positive message.

In addition Councillor Wilkes referred to the Foreword and suggested that more emphasis should be placed upon how well the council had done in achieving significant savings, without affecting front line services. In addition he queried the point on page 61 relating to making it easier for customers to telephone the council and asked  that this was clarified.

In response the Customer Services Policy and Performance Manager advised that the council still maintained hundreds of published numbers and a selection of key numbers would be preferable.

The Head of Planning and Performance advised that any further comments that Members had, could be fed in to the meeting on the 6^th. In addition, any other Members who wished to sit on the group should notify the Chairman of the Corporate Issues Overview and Scrutiny Committee.

Councillor Hopgood commented that in her area there was a particular problem with very slow broadband, and issues with costs associated with BT Infinity. Therefore she added that there were potentially 11,500 residents who may be unable to access council services online due to this problem. It was noted that this should be raised with the Head of ICT.

Councillor Hopgood further indicated that she would be interested in taking part in the review.

Resolved:

That the content of the report be noted.