Agenda item

The panel to undertake the second gateway review of the following service plans:

·          Customer Services

·          Business Transformation and Information Management

·          Democracy

·          Human Resources and Diversity

Copies of the relevant service plans will be distributed to members of the panel as background papers. Additional copies will be available on request to the Scrutiny Support Officer.

The Business Transformation and Information Management Service Manager gave a presentation on behalf of the Customer Services Manager on each section of the 2007/08 service plan.

Section 1 – Setting the scene: the context and drivers of the service were outlined.

Section 2 – Where are we now?: key achievements for the service were identified and explanation given on how the service compared to other providers. Members were concerned about the low customer satisfaction feedback identified in the plan. The officer understood that these figures had been recorded prior to the opening of the customer service centre and he would therefore expect these figures to significantly improve.

Section 3 – Where do we need to be?: the completed SWOT and PESTLE analyses were scrutinised. The main goal of the service was to provide the first point of contact for customers and deal with at least 80% of enquiries at first point of contact.

Section 4 – How do we get there?: an action plan with several objectives for the service was included in the plan. The officer was asked about customer service points at area offices and the long term plan for these. There was currently no planned investment for additional council-branded customer access points other than at the area offices.

Section 5 – Gershon & Efficiency: savings had been identified in the plan, mainly achieved from back office staff transfer.

Section 6 – Financial Summary: a financial analysis sheet was circulated at the meeting, but the financial summary did require completion.

Section 7 – Risk: several areas of risk were identified in the plan.  

Conclusions:

Having reviewed the 2007/08 service plan for Customer Services against the Gateway Review 2 checklist (plus an additional question: where can savings be made?), the Engagement DSP found that:

1.      All budget figures for the current year and future years had been identified in the service plan, although costs for support services were likely to be changed following compilation of all plans.

2.      All staffing resources had been identified and costed in the service plan.

3.      All other relevant costs had been identified and included in the service plan.

4.      There was clear quantification of how the service contributed towards the council priorities.

5.      Any relevant inflationary increases had been absorbed but this needed to be revisited at the next gateway review.  

6.      The balanced score card was complete but evidence was lacking.

7.      There were currently no income streams to identify.  

8.      Gershon efficiency savings had been identified and evidenced.

9.      Risks had been identified and actions for mitigation applied.

10.Major deviations to the current budget had been identified in staffing costs.

11.No issues requiring equality costs, other than training, had been identified.

12.Section 4 of the service plan had been adequately completed and resources costs identified.

13.The SWOT analysis had been completed.

14.The PESTLE analysis had been completed.

15.The financial summary had not been completed, although the analysis sheet had been completed.

16.Major procurement proposals for the next three years had been identified.

17.There was insufficient evidence to show that service staff had been consulted on compilation of the service plan. 

18.There were currently no capital projects identified for the next 3-5 years.

19.Opportunities for savings would be considered in light of stringent budget restrictions.