Venue: Virtual Meeting
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DECLARATION OF INTERESTS Minutes: 49.1 There were no declarations made by Councillors
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JOS/19/34 TO CONFIRM THE MINUTES OF THE MEETING HELD ON THE 22 JUNE 2020 PDF 286 KB Minutes: It was Resolved:
That with the following amendments the minutes of the meeting held on the 22 June 2020 be confirmed and be signed at the next practicable opportunity.
Paragraph 42.20 to add ‘Councillor Grandon asked the following questions which had been forward to her from a constituent
Paragraph 42.39 to add: in relation to how the income from CIFCO supported Gateway 14.
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TO RECEIVE NOTIFICATION OF PETITIONS IN ACCORDANCE WITH THE COUNCIL'S PETITION SCHEME Minutes: None received.
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QUESTIONS BY THE PUBLIC To consider questions from and provide answers to members of the public on any matter in relation to which the Committee has powers or duties and of which due notice has been given in accordance with the Committee and Sub-Committee Procedures Rules. Minutes: None received.
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QUESTIONS BY COUNCILLORS To consider questions from and provide answers to Councillors on any matter in relation to which the Committee has powers or duties and of which due notice has been given in accordance with the Committee and Sub-Committee Procedure Rules. Minutes: None received.
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JOINT COMPLIMENT, COMMENT AND COMPLAINTS POLICY Corporate Manager – Customer Services
A presentation to update Members on Compliments, Complaints and Comments process and policy. Minutes: 54.1 Samantha Lake, Corporate Manager – Customer Services provided the presentation, which was a result of a report brought to the Committee in December 2017.
54.2 Councillor McLaren asked if the new Customer Charter was ready and when this would be available for Members. She was advised that the New Customer Charter would be launched during the next few months and would be forwarded to Members in due course.
54.3 Councillor Muller requested a breakdown of the 402 complaints. The Corporate Manager responded she would provide this information outside the meeting.
54.4 Councillor Scarff enquired that as the number of physical face to face appointment were reducing, would this service continue or was there any plans to reduce such appointments. To which the Corporate Manager – Customer Services, responded that there was always a requirement for face to face appointments to support and enable customers to go online. Further work was being undertaken along-side community partners to assess and expand this type of support for customers further.
54.5 Councillor Welham queried if the face to face contacts were the same across all Customer Access Points, and the Corporate Manager – Customer Services, explained that these types of contacts were mostly made in Sudbury and Stowmarket, however, there was a general decrease for this service across all Customer Access Points.
54.6 Councillor Carter commented that the term ‘customers’ implied a matter of choice, however he felt that residents did not have any other options for contacting the Council other than thought the Customer Access Points. He then referred to Mid Suffolk Disability Forum and arrangement agree with regards to improving disability access to the building in Stowmarket.
54.7 He continued with questions and asked if there was a multitude of issues in one customer appointment, whether it that was logged as a singular issue or as separate issues.
54.8 The Corporate Manager – Customer Services responded to all the questions and said that all the improvements agreed with Mid Suffolk Disability forum had been implements included signage and appropriate wheelchair turning space inside the office.
54.9 Multitude areas of concern would be logged separately to be dealt appropriately.
54.10 Councillor Dawson referred to the call waiting time of 2 minutes and 32 seconds and then the call abandonment rate of 14%. She enquired to what extent did the abandonment of calls were real abandonments. The Corporate Manager explained that call abandonment figures related to customers, who did not receive a response and did not call back. Call analysis was undertaken to understand the services provided and this also identified unresolved queries. The Corporate Manager offered to explain this further outside the meeting.
54.11 Councillor Welham advise that some callers were not confident enough in setting up items on-line such as direct debits and that community projects could help people to overcome this kind of complications.
54.12 Councillor Grandon referred if the recent failure of the telephone system had been rectified and examined, so that it would not happen again. The Corporate ... view the full minutes text for item 54. |
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REVIEW OF THE WORK OF THE OVERVIEW AND SCRUTINY COMMITTEES 2019/20 PDF 99 KB PLEASE NOTE: THIS ITEM HAS BEEN WITHDRAWN AFTER THE AGENDA WAS PUBLISHED BUT BEFORE THE MEETING Members are asked to review the work undertaken throughout 2019/20 – Lessons learnt, improvements and achievements Attached are suggested considerations and lists of topics and Information Bulletins for 2019/20 for both Committees Additional documents:
Minutes: 55.1 This item was withdrawn following a decision by the Chairs to review the item in a different format.
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FORTHCOMING DECISIONS LIST To review the Council’s Forthcoming Decisions List and identify any items to be brought before the Overview and Scrutiny Committee.
Please note the most up to date version can be found via the Website:
Minutes: It was Resolved: -
That the Forthcoming Decisions List be noted
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JOS/19/35 BABERGH OVERVIEW AND SCRUTINY WORK PLAN PDF 372 KB To agree the Work Plan Minutes: 57.1 Members discussed the Babergh and Mid Suffolk Work Plans and the Chair asked that the Planning Enforcement-Review of Service Transformation Work and Future Delivery Model for Public Realm reports were added to the Babergh Work Plan for August 2020.
57.2 The meeting in August would be a joint meeting on the 24 August 2020.
57.3 Councillor McCraw reminded Members that the Overview and Scrutiny Annual Reports were included in the upcoming Council Agendas for both Councils and he urged Members to read them.
57.4 He also thanked Officers, Members of the Council and particularly his Co-chair and Vice-Chair, Members of the Overview and Scrutiny Committees.
57.5 He also extended thanks to Janice Robinson, Corporate Manager – Governance and Civic Office, Robert Carmichael, Mandy Smith for technical support and Henriette Holloway, Senior Governance Support Officer.
57.6 Councillor Welham concurred.
It was Resolved: -
That with the above amendments the Babergh and Mid Suffolk Work Plans be noted.
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JOS/19/36 MID SUFFOLK OVERVIEW AND SCRUTINY WORK PLAN PDF 374 KB To agree the Work Plan Minutes: See See above
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