Agenda
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The first meeting of the Customer Services Board will take place on Thursday, 24 April 2014 in the Ground Floor Meeting Room, Highland Council Service Centre, Osprey House, Alness Point Business Park, Alness at 2.00pm.
You are invited to attend the meeting and a note of the business to be considered is attached.
Yours faithfully
Michelle Morris
Depute Chief Executive/
Director of Corporate Development
Business
1. Apologies for Absence
2. Declarations of Interest
Members are asked to consider whether they have an interest to declare in relation to any item on the agenda for this meeting. Any Member making a declaration of interest should indicate whether it is a financial or non-financial interest and include some information on the nature of the interest. Advice may be sought from Officers prior to the meeting taking place.
3. Appointment of Chair
Nominations will be sought at the meeting for the Chair of the Board.
4. Exclusion of the Public
The Board is asked to resolve that, under Section 50A(4) of the Local Government (Scotland) Act 1973, the public should be excluded from the meeting for the following items on the grounds that they involve the likely disclosure of exempt information as defined in Paragraphs 1 and 6 of Part 1 of Schedule 7A of the Act.
5. Visit to Service Centre
A visit to the Service Centre for Members of the Board will be undertaken which will include a brief presentation from the Customer Services Manager and the opportunity to observe call handing/sit with call handlers.
6. Customer Services Review - Approach
There is circulated to Members only Report No. CSB/1/14 dated 16 April 2014 by the Depute Chief Executive/Director of Corporate Development which confirms the remit for the Customer Services Board (CSB) and proposes an approach for the work of the Board, for Members consideration.
The Board is invited to consider and agree its approach.
Minutes
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Minutes of Meeting of the Customer Services Board held in the Ground Floor Meeting Room, Highland Council Service Centre, Osprey House, Alness Point Business Park, Alness on Thursday, 24 April 2014 at 2.00pm.
Present:
Dr I Cockburn, Mrs M Davidson, Mr J Gordon, Mr R Laird, Mr B Lobban, Mrs D Mackay, Mr D Millar, Mr H Morrison, Dr A Sinclair, Mr H Wood
Officials in attendance:
Ms M Morris, Depute Chief Executive/Director of Corporate Development
Ms V Nairn, Head of Digital Transformation
Ms T Page, Customer Services Manager
Miss J Maclennan, Principal Administrator
Business
1. Apologies for Absence
There were no apologies for absence.
2. Declarations of Interest
There were no Declarations of Interest.
3. Appointment of Chair
The Board AGREED to appoint Mr D Millar as Chair of the Board, having been nominated by Mr R Laird and seconded by Mrs D Mackay.
4. Exclusion of the Public
The Board RESOLVED that, under Section 50A(4) of the Local Government (Scotland) Act 1973, the public should be excluded from the meeting for the following items on the grounds that they involved the likely disclosure of exempt information as defined in Paragraphs 1 and 6 of Part 1 of Schedule 7A of the Act.
5. Visit to Service Centre
A brief presentation from the Customer Services Manager was provided giving an overview of what Customer Services provided, following which the Board adjourned to undertake a visit to the Service Centre which included an opportunity to observe call handing and to sit with call handlers and to listen to calls.
The Board NOTED the position.
6. Customer Services Review – Approach
There had been circulated to Members only Report No. CSB/1/14 dated 16 April 2014 by the Depute Chief Executive/Director of Corporate Development which confirmed the remit for the Customer Services Board (CSB), previously agreed by the Highland Council, and proposed an approach for the work of the Board, for Members consideration.
Following detailed discussion, the Board AGREED:-
i. its next meeting be held in the Archive Centre, Inverness at 3 pm on 21 May 2014
at which the Chief Registrar would make a presentation on the work of the
Registration Service and the opportunities for future service delivery and that
representatives from High Life Highland also be invited to attend;
ii. a meeting be scheduled for 25 June 2014 at Council Headquarters to provide
Members with an opportunity to view the new Council website and that other
strategic partners such as Police Scotland and some Council Directors also be
invited to attend;
iii. meetings be held at monthly intervals thereafter, excluding the Recess, at venues
to be determined;
iv. Service Point Profiles be prepared for each of the Council’s Service Points taking
into account amendments raised during discussion in relation to the proposed
content and ownership/lease arrangements; and
v. the Proposed Areas, as detailed in Appendix 2 of the report, be amended by (a)
removing Ullapool form the Skye and Wester Ross grouping; (b) adding
Kinlochleven to the Lochaber grouping; (c) moving Fort Augustus to the Inverness
and Inner Moray Firth grouping; and (d) the aforesaid Inverness and Inner Moray
Firth grouping be divided into two groups i.e. north and south of the river.
The meeting concluded at 3.55 pm