20 April 2015: Customer Services Board

A meeting of the Customer Services Board will take place on Monday, 20 April 2015 in Committee Room 2, Council Headquarters, Glenurquhart Road, Inverness at 11.00am.

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 Minutes of the last Meeting held on 17 March 2015.

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.  Customer Services Review – Progress Update Paper

There is circulated to Members only Report No. CSB/4/15 dated 10 April 2015 by the Depute Chief Executive/Director of Corporate Development which provides an update on ongoing work in relation to the Customer Services Review.

The Board is invited to note the terms of the report as circulated.

6.  Customer Service Board – Draft Consultation Update

The following documents are circulated to Members only:-

Report on Focus Groups and Telephone Interviews – Final Draft

Individual and Community Group Feedback - Draft 

7.  Work Reallocation Paper and Potential Alternative Provision Model

There is circulated to Members only Report No. CSB/5/15 dated 14 April 2015 by the Depute Chief Executive/Director of Corporate Development which provides a further update on the potential reallocation of work, the alternative proposals which were requested by Members and the associated costs/savings for those proposals.

The Board is invited to consider and agree the recommendations as detailed in the report.

Minutes of Meeting of the Customer Services Board held in Committee Room 1, Council Headquarters, Glenurquhart Road, Inverness on Monday, 20 April 2015 at 11.00am.

Present:

Dr A Sinclair, Dr I Cockburn, Mrs M Davidson, Mr J Gordon, Mr R Laird, Mr B Lobban, Mrs D MacKay, Mr H Morrison, Mr G Rimell, Mr H Wood

Also Present:

Mr D Fallows

Officials in attendance:

Ms Michelle Morris, Depute Chief Executive/Director of Corporate Development
Ms V Nairn, Head of Digital Transformation
Ms T Page, Customer Services Manager
Miss J MacLennan, Democratic Services Manager

Dr A Sinclair in the Chair

Business

1.  Apologies for Absence

There were no apologies for absence.

2.  Declarations of Interest

There were no Declarations of Interest.

3.  Minutes of the Last Meeting

There had been circulated Minutes of the last Meeting held on 17 March 2015 which were NOTED.

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.  Customer Services Review – Progress Update Paper

There had been circulated to Members only Report No. CSB/4/15 dated 10 April 2015 by the Depute Chief Executive/Director of Corporate Development which provided an update on ongoing work in relation to the Customer Services Review.

Following confidential discussion, the Board NOTED the terms of the report as circulated.    

6.  Customer Services Board – Draft Consultation Update

The following documents had been circulated to Members only –

• Report on Focus Groups and Telephone Interviews – Final Draft
• Individual and Community Group Feedback - Draft

Following confidential discussion, the Board AGREED that a formal response to the consultation should be requested from the Trade Unions and that further to this both documents could be finalised and made public in due course.

7.  Work Reallocation Paper and Potential Alternative Provision Model

There had been circulated to Members only Report No. CSB/5/15 dated 14 April 2015 by the Depute Chief Executive/Director of Corporate Development which provided a further update on the potential reallocation of work, the alternative proposals which had been requested by Members and the associated costs/savings for those proposals.

During confidential discussion, Members of the Board confirmed that they were now more comfortable with the proposals which were being worked through but that there was a need for more detail to be presented to the next meeting in relation to Access Point models, specifically where they would be located in future, what they would look like at a local level and the associated staffing impact.

Thereafter, it was AGREED that a further report should be submitted to the next meeting, accompanied by businesses cases where necessary, to allow more detailed consideration of the proposals which had been put forward and specifically the most appropriate levels of service to be provided in future.  

The meeting ended at 12.30pm.