Agenda and minutes

Members to note any apologies and substitution

There were none.

Members to state any interests

There were none

The Chair to note public address requests.

The public can speak on any agenda item for a maximum of three minutes per speaker per item.  You are not required to register your intention to speak in advance but should arrive at the meeting a few minutes early, complete a Public Address Protocol and notify the Scrutiny Officer of your intention to speak.

There were none.

The Scrutiny Panel to scope the Review.

The Panel considered a report on the scoping of the Customer Services Review.

The main points of the discussion were as follows: -

Purpose /Objectives of the Review.

·             Members felt that the scope of the review should be wider than the One Stop Shop. There were many different methods of contacting the Council and all should be included. It was felt that more emphasis needed to be put on the whole customer experience.

·             The previous Scrutiny review on Customer Services had looked at issues beyond the contact centre although the majority of the recommendations had been focussed on the One Stop Shop as it was felt that this was an area where many of the problems lay. The previous Task and Finish Group had visited Kettering Borough Council. They also listened to some telephone conversations and visited the Housing outstations.

·             Members were advised that all of the recommendations from the previous review had been implemented.

·             Members felt that there have been significant changes in the customer services area. Members of the public are contacting us about a much wider range of services, the Council no longer directly delivers some of these services, but the customer concerns will include the delivery of the service. There are also wider ranges of technology available and they need to be evaluated.

·             It was agreed that the objective of the Review should include the whole customer service experience.

AGREED That the Scope of the Review be as attached at Appendix A.

To consider the final report of the Customer Services Review of 2009 as background information.

The background information detailing the final report of the Customer Services Review of 2009 was noted and accepted as informing the Review.