Date

DECEMBER 2002

Reporting Area

CUSTOMER SERVICE

Lead Director

SARAH BERRY

Progress Made

Issues to be addressed

Who

By when

Leadership

Executive Member for Customer Service and O&S panel established

Briefings provided for Executive, and offered to all Councillors

Monthly update reports provided to Directors

Fortnightly briefings provided for Heads of Service

Communication Strategy must be maintained to ensure Member involvement

Strategy and Action Plan for 2003-5 must be determined in light of outcomes of PARIS process

Limited direct involvement of Heads of Service in Customer Access Programme implementation. Phasing of service integration must be determined for 2003-5

(CAPM)

CD/CAPM

CAPM/ Directors

CAPM/ Directors

Ongoing

Quarterly

Jan 03

April 03

People Management

Staff recruited as Customer Service Officers at The Hollies from 20/1/03. Training of staff underway.

Customer First workshops now completed, approx 800 staff attended. Good feedback received.

HR consultant currently engaged to develop strategy for overall CAP.

Future recruitment and training plans to be developed, alongside plans for shutting current service reception points.

Briefings to be provided for all Team leaders on Customer Access Programme, in conjunction with Change Management training.

CAP HR strategy to be developed and integrated with overall corporate strategy

CAPM/ HR Business Unit Manager

CAPM/HR Training Manager

Head of HR/ CAPM

Sept 03

Spring 03

April 03

Policy and Strategy

Implementing E Government Statement sent to ODPM having been approved by full Council.

Action Plan 2002/3 for Customer Access progressing well.

Initial paper re. Future of Phones taken to Director's Group and work on phones prioritised for 2003.

Detailed Action Plan for 2003/5 to be developed in context of PARIS outcomes

Detailed Business Case required for integration of phones services

Corporate Director/ e-gov Co-ordinator

CAPM

RD/OD

Jan 03

April 03

Resources

Further work on costing of Customer Access Programme/e-gov confirms estimate of £15m+

Business case for future one stop shops in development which will provide options for funding models.

Shortfall in funding required to 2005 and need to attract additional external funding. Fixed term post to be advertised whose purpose is to attract external funds.

Prioritisation criteria for Customer Access /e-gov need to ensure that developments which produce early efficiency savings are identified.

Funding model for one stop shops must be agreed and impacts identified for all service areas

Head of Strategic Resource Planning (HSRP)

CAPM/HSRP

HSRP

Jan 03

April 03

April o3

Process

Updates on Previous report items

The Hollies go live date planned for 20/1/03

Accommodation finished, staff recruited, IT in place.

Norton Radstock College and Police moving into Hollies.

BPR pilots completed and evaluated. PARIS bids include major elements of BPR

5 pilot on-street kiosks in place

Corporate Project Management model finished.

14 Charter Mark Applications made, and seven successful.

Complaints monitoring report showed 747 complaints in 2001/2, of which 639 justified

Revenues and Benefits backlog due to issues associated with integration of services

Initial schedule of services agreed and training for staff on going. Schedule of further services to be agreed and subject to BPR, IT, customer demand etc.

Partnerships need to be developed for joint delivery. Individual surgeries to be organised.

Open day for staff, councillors, stakeholders planned 13/1/03

BPR work must go ahead, but subject to Paris outcome before detailed planning done.

Evaluation report to Exec.early in 2003.

Future funding to be determined as part of wider corporate advertising issue

To be marketed and disseminated across the Council.

Charter Mark Programme suspended to end 2003. General preparation can continue, but no further application to be submitted until further notice.

Include complaints monitoring in Performance Plan for 2003/4, and in related monitoring reports. Ensure consistency of approach across Council

Recovery Plan in place. Close monitoring required of services to monitor and manage impact of business process change

CAPM

CAPM/ Louise Tester

CAPM

CAPM

Performance Unit

CP Team

Performance Unit

CAPM

June 03

June 03

13.1.03

??

Jan 03

April 03

June 03

ongoing

Performance Targets

No.

%

RED

0

0

AMBER

3

6

GREEN

14

88

NOT KNOWN

0

6

TOTAL

17

100

Ref.

Indicator

Top 25%

2000/01

Actual

2001/02 Estimate/Actual

2002/3 Target

2002/03

Estimated Outturn

Status

Comment

1a

Has the Authority established a timetable for preparing a community strategy that works towards a long-term sustainable vision for the area? Is there a suitable partnership in place

Yes

Mar-03

Will be achieved

G

2

Level of the Commission for Racial Equality's `Standard for Local Government' to which the authority conforms

Level 1

Level 1

Level 2

Level 2

Level 2

G

p32

Implement new consultation procedures on the likely impact of proposed policies on the promotion of racial equality

Do It

Will be achieved

G

3

% of citizens satisfied with B&NES overall service

70%

60%

(DTLR survey)

+5%

60%

A

DTLR survey to be repeated 2003

4

% of those making complaints satisfied with the handling of those complaints

43%

40%

(DTLR survey)

43%

40%

A

See above

5

Number of complaints classified as maladministration

0

1

0

0

G

156

Percentage of Authority's buildings open to the public in which all public areas are suitable for and accessible to disabled people

12.8%

12.8%

14%

Not known

A

Refer to Dury Group

157

Percentage of interactions with the public, by type, which are capable of electronic service delivery and which are being delivered using internet protocols or other paperless methods

30%

40%

49%

G

Being reviewed via revised IEG Statement

Local01

Number of applications for Chartermark submitted

3

6

6

14

G

Rule changes mean no new Charter Marks for 6 months

Local02

Number of successful applications

2

2

3

7

G

Ditto

p32

Extend the range of Registration Service ceremonies

Do It

Done

G

Local 03

Percentage of public seen within 10 minutes of a given appointment time to register a birth or a death or to give notice of marriage

75%

85%

90%

G

Local 04

Percentage of "Approved Premises" status for civil marriage being completed within 6 weeks

70%

80%

100%

G

Local 05

Percentage of committees where public access was provided to draft minutes within 4 days

75%

85%

95%

G

177

Is the authority part of a Community Legal Service Partnership?

Yes

Yes

Yes

G

p32

Implement new political arrangements to enhance Council decision-making

Do It

Done

G