Issue - meetings

There will be a presentation at the meeting. The presentation slides are attached.

Ian Savigar, Divisional Director – Customer Services, gave a presentation to the Panel on ‘Impact on Customers of Organisational Development and Workplaces Programme’ (a copy of the presentation is on the minute book for the Panel and also on the Council website). The presentation covered the following:

·  The ‘One Council’ approach

·  Customer Service Vision

·  Customer Service Principles

·  Principles for how we work

·  Customer Service Excellence

·  ‘One Council’ Organisational Development Programme

·  Customer Service Offer

·  The Role of Customer Service

The Panel raised the following points and asked the following questions:

Councillor Gerrish stated that he agreed with the officer’s steer to the DWP (Department of Work and Pensions) that job seekers facilities should be reinstated in Keynsham and Midsomer Norton. He explained that this would greatly help many residents who have to travel into Bath at present. He asked that the Panel endorse the officers’ approach.

The Panel agreed to endorse the Divisional Director’s recommended approach to the DWP regarding reinstating job seekers facilities in Keynsham and Midsomer Norton.

Councillor Paul Myers stated that it was sometimes hard to get answers when speaking to officers on behalf of residents. He asked that job numbers be given through Council Connect. He stated that if the Council is committed to localism and being a listening Council then people should be given answers. Other Councillors reported that they do get job numbers when they contact Council Connect. The officer stated that a job number should be given with the new CRM system which will also mean issues can be tracked. David Trethewey, Divisional Director – Strategy and Performance, added that the new system is addressing these points and offered to meet with Councillor Myers.

Councillor Barrett asked that the elderly and vulnerable people be accommodated within the new system. The officer stated that this has been considered and One Stop Shops and Community Hubs would help to address this. He stated there was also a visiting officer service.

The Chair stated that the Panel feel general confident about the way things are moving on this. Councillor Barrett asked for an update in 6 months.