To consider those items which, in the opinion of the Chairman, should be considered by the Meeting as matters of urgency (if any)
Minutes:
*HC13
TheChairmanadvisedthat inviewofconcernsabouttheleveland quality of service,specificallyin theCustomerContactCentreandPlanning, discussionshad takenplacewith theExecutiveDirectors.
Members had been aware that service levels could suffer with the transitiontonewwaysofworking,however,issueswerenowbeingraised at ParishCouncilmeetingswithBoroughCouncillors.
The ExecutiveDirector(ServiceDeliveryand CommercialDevelopment) thankedMembersfor the opportunityto setout thelatestpositionand advisedthattherehadbeen adipinservicein twokeyareas. Shesetout the recruitmentposition for staffintothe CustomerContactCentre,and plans to consider temporarily outsourcing Revenue and Benefits calls. Therehadbeenanincreaseoverallinthe numberof callsreceivedinto the CustomerContactCentre,causedby failuredemandinotherareas. Assurancesweregiventhatonce newwaysofworkingwere fully implementedthisdemandwouldbe addressed. Themain issueswere at the validationstage,and thiswouldnot bean issueoncethe full complementof‘Planningqualified’CaseManagerswerein post. Offour vacancies,one anda halfhad nowbeenfilled. Discussionswerebeing held with external companies in terms of supporting the Counciltemporarilywithvalidationrequests,enforcement andlandcharges. A planwasinplace,andtheability touse additionalresourcewouldhelp dramaticallyandbeof directbenefit.
The ExecutiveDirector(Strategyand Commissioning)apologisedto Membersfor thedifficultiesthey wereexperiencingwhenattendingParish Council meetings. The changing ways of working and changing IT systemswerealwaysgoingto causedifficultiesbutdefiniteplanswere in place and both Leaders were prepared to support through additional finance.
The Leaderstated thatboth heand theLeaderofSouth HamsDistrict Councilwerepreparedto lookat additionalresourcebutitwouldbe a Councildecision. Howeverthecurrentsituationcouldnotcontinueand clearingthebacklogofworkwastheissue. Healsowantedto make absolutelycertainthatitwasunderstoodthatthecurrentdifficultieswere in nowaya reflectionon orcriticismofstaffwhowereworkingincredibly hard,overlonghoursindifficultareas.
The ExecutiveDirectors then respondedto anumberof queriesfrom Members. Membersalsowishedto echotheLeaderinstatingthatthe staffwereappreciatedandthe currentproblemswereinno waya criticism of them.