Agendas, reports and minutes

A meeting of the Customer Services Board will take place on Tuesday, 17 March 2015 in Committee Room 1, Council Headquarters, Glenurquhart Road, Inverness 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. Minutes of Last Meeting

There are circulated for noting the Minutes of the last Meeting of the Customer Services Board held on 17 February 2015.

4. Customer Service Board – Consultation Update

An update report by the Policy Officer on the Customer Services Review Consultation will be tabled at the meeting.

5. Potential Reallocation of Work to Service Points

Members are advised that the Customer Services Board met on 17 February 2015. At this meeting the Board requested officers explore any potential opportunities to move work from other services/central offices into rural Service Points. This is in line with Principle 4 of the Customer Services Board. “Consider potential for moving work out to support staff working from home or local locations”.

In this regard, there is circulated Report No. CSB/2/15 dated 16 March 2015 by the Depute Chief Executive/Director of Corporate Development which provides an update to the Board on the exploratory work to date and highlights where officers have identified opportunities to move work to affected Service Points.

In addition, the report updates the Board on the various discussions that have taken place with all Highland Council Services to identify further cross service opportunities.

The Board is invited to:-

i.    note the work undertaken to review what work could be moved to remote and rural service points from the Service Centre;
ii.   note the work identified for potential relocation from other services within the Council;
iii.  discuss the options presented;
iv.   note the impact of any changes to the consultation proposal in terms of the operational model, number of offices and savings target; and
v.    agree a way forward and next steps.

6. 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 item on the grounds that it involves the likely disclosure of exempt information as defined in Paragraphs 1 and 6 of Part 1 of Schedule 7A of the Act.

7. Customer Services Review 3

There is circulated to Members only Report No. CSB/3/15 by the Depute Chief Executive/Depute Chief Executive.

The Board is invited to note the report as circulated.