Meeting documents

Report to Executive

4-Monthly Performance Report

SCOPE OF REPORTING AREA

Customer Access Programme

E-government

Service Standards & Quality Schemes

Complaints

LSP & Partnerships

Community Legal Service

Main achievements

The main achievements this period are:

The Customer Access Programme

· Contact Centre business case completed and agreed by Directors' Group

· CAP discussion paper outlining options for direction of programme and proposed portfolio of projects presented to Directors' Group who have committed to the Programme.

· New management structure implemented for staff groups transferred into Customer Services, Libraries and Information and staff induction into service completed.

· Staff integration into Customer Access and cross training begun to improve flexibility of staffing across customer services.

· Service definition and implementation of consistent delivery across all Customer Services, Libraries and Information counter staff begun with process reviews and business process re-engineering.

· Review of requirements for Infrastructure and systems support to provide consistent service including planning for Contact Centre and CRM system (Customer Relationship Management)

· Internal project marketing and promoting awareness of Customer Access Programme aims and plans through staff liaison group and web updates

· External project marketing begun with customer brand image for customer services being developed with Steers McGillan

· External content management project has gone live.

E-Government

· IEG strategy developed and endorsed by Directors' Group and Executive

Local Strategic Partnership

· Award of Crystal Mark Plain English Award for Community Strategy document

· Initial direct mail circulation of 1133 hard copies of Community Strategy document

· Successful marketing of BE local conference- high levels of booking

· BE local conference planned 24 September

· Transport Seminar 30 September

· Next LSP meeting 13 October

Planned Actions not achieved

· ODPM Capacity Building fund bid not yet entered

Development Opportunities

· Procurement phase of project to e-enable partnership working

· Options being explored with HBS to identify a mutually beneficial Risk/Reward funding model for the Contact Centre and CRM

· Business Processing Reengineering proposal to go the BIS DG in October

· Discussion ongoing with BT to identify partnership opportunities

· Internal Content Management project out for consultation

Potential threats

· OJEU procurement rules may delay the start of the CRM project

· Staff absences because of long term sickness and holidays for key individuals have impacted the speed at which the cross training for staff transferred into customer services can be completed.

· Funding for ongoing revenue costs of Kiosks still not identified so likely to be removed at the end of the extended free trial period

2. Reporting on targets and commitments made in the Performance Plan

3. Equalities Targets

A project has been initiated to carry out a gap analysis of all CSLI processes and procedures to ensure these meet the Equalities Standard and customer service delivery and care is as inclusive and customer friendly as possible. For staff the analysis will ensure that the service employment and training policies and procedures take account of individuals' requirements.

The service was restructured in October 2003 and has expanded with the transfer of staff customer services staff into the Customer Services, Libraries and Information service in April 2004. A workforce profile and capacity planning study is in progress and targets will be set following the conclusion of this work.

For staff employed by CSLI the current base line against which targets will be set is as follows: