AGENDA ITEM NO.
CORPORATE GOVERNANCE & SCRUTINY COMMITTEE
WEDNESDAY 5 November 2008
REPORT FROM CHIEF INFORMATION SYSTEMS OFFICER & CHIEF FINANCE
& PERFORMANCE OFFICER
CONTACT OFFICER – HELEN GERRARD
IMPROVEMENT PRIORITIES 2009/2012 – Access to Services and Listening to &
Engaging with the Public
1.
PURPOSE OF THE REPORT
To provide Members with information on the draft package of objectives and actions,
which will be used to address this Improvement Priority (2009 to 2012) and to advise
of proposals to challenge these in the future.
2.
INFORMATION
2.1 In June 2008 the Executive Board approved the process for developing the Council’s
priorities for 2009 to 2012. This process includes opportunities for relevant Scrutiny
Committees to consider and challenge the measures and actions for the
Improvement Priorities. In October 2008, the Executive Board agreed, in principle, a
package of Council and Improvement Priorities for further development.
2.2 In September 2008, the Scrutiny Co-chairs group agreed which priorities would be
considered by each Scrutiny Committee and, the Improvement Priority on ‘Access to
Services and Listening to & Engaging with the Public’ was allocated to this Scrutiny
Committee.
2.3 In recognition of the extensive development work that is already taking place in the
areas that have been selected as Improvement Priorities, the information to be used
to monitor progress in achieving the desired change in these areas is taken directly
from existing strategies and plans. Relevant Scrutiny Committees will have been or
are currently involved in the development of and challenge of the specific source
strategies and plans.
2.4 A key strategy being used to inform this Improvement Priority area is the Customer
Focus Strategy. The current Customer Focus Strategy (Report AMR/08/05) expired
this year and is currently being re-written. Members agreed its draft principles at
CG&PSC on 2 April 2008 (Report CISO/04/08/S).
1
2.5 The updated Customer Focus Strategy for 2009 will be presented to this committee
on 7 January 2009 and during that session Members will be asked to confirm its’
direction and measures of success and select which measures they wish to
challenge the targets for.
2.6 Some examples of the types of objectives and relevant actions for this Improvement
Priority are shown in the attached appendix, however these will evolve in line with the
ongoing revision of the Customer Focus Strategy. Also shown is a list of the
strategies and plans the information has been taken from.
2.7 Members are therefore requested to note the type of information that will be used to
monitor progress in achieving change in this Improvement Priority area and then,
when they review the Customer Focus Strategy in January, to consider the
measures/actions they wish to challenge the targets or milestones for.
3.
RECOMMENDATIONS
Members note the type of information compiled for this Improvement Priority as
shown in the appendix and, in January, when they review the Customer Focus
Strategy, consider the measures/actions they wish to challenge the targets or
milestones for.
4.
BACKGROUND PAPERS
Executive Board Report – CFPO/85/08
CG&PSC Report – CFPO08008S Council Priorities 2009-2012
Executive Board Report – CFPO/39/08
CG&PSC Report - CISO/04/08/S - Revised Customer Focus Strategy (Draft
Principles
AMR08/05 – Customer Focus Strategy
5.
WEBSITE INFORMATION
None
Report Ref: CISO/09/08/S
2
Appendix 1
Improvement Priority Area: Access to Services and Listening & Engaging the Public
Accountable Officer: Strategic Director
Improvement Priority
(Existing Objective)
Develop a single point of
contact for customers to access
Council services – to be known
as “Contact Wrexham”
Existing
Strategy / Plan
Reference
Relevant Measures
(Council Focus)
CFS (Draft)
Relevant Actions
(Council Focus)
Expand the Council services
provided by “Contact
Wrexham” via face to face,
telephone and E Mail.
Work with partners to provide
non Council services via
“Contact Wrexham”.
Extend the use of Self Service
provision of Council Services
Entrench and improve
Customer Care standards
across the Council
Monitor performance of
services delivered by
“Contact Wrexham”
Extend the availability of self
service facilities on the
Councils website and Digital
TV site.
CFS (draft)
CFS
CCP
Provide self service payment
facilities within “Contact
Wrexham”.
Ensure staff are provided with
comprehensive Customer
Care training
6 monthly reports to
CG&PSC
Issue performance monitoring
reports on a regular basis.
1
Comments
Utilise customer information &
feedback to enhance services
Develop procedures to make
best use of information from
Surveys, complaints,
Customer Relationship
Management & Customer
Satisfaction systems
Develop equality monitoring
systems for “Contact
Wrexham”
Ensure Services are accessible
to all customers
Develop relationships with our
customers to ensure their
participation in our business
planning processes.
Extend the provision of Welsh
Language facilities within
“Contact Wrexham”
Develop and maintain
package of consultation and
engagement mechanisms for
use by the Council (link with
Local Service Board project
on Engagement)
I&ECS
PIUSP
CFS
CCP
Support the effective and coordinated use of appropriate
consultation and engagement
in service development and
decision making
Develop effective customer
engagement & marketing
strategy for each new policy
area/initiative introduced.
Communications unit to
continue being proactive in
marketing Councils’ work and
supporting the PIU and other
departments with new
projects in line with the
Communications Strategy
2
KEY
CFS
I&ECS
PIUSP
CCP
Customer Focus Strategy (draft principles, approved by CG& PSC 2 April 2008)
Internal & External Communications Strategy
Performance & Improvement Unit Service Plan
Corporate Complaints Policy
3