Agenda and minutes

It was resolved that all items be webcast.

Apologies were received form Councillor Hogg and Councillor Yates.

Councillor Butler substituted for Councillor Hogg.

There were no Visiting Members.

There were no disclosures.

It was resolved that the minutes of the meeting held on 5 February be agreed as a correct record and duly signed.

It was agreed that all items be taken in  public as proposed. 

Interviews with Clare Wood, Performance and Scrutiny Officer, Neil Cole, Housing Manager and Sandra Marchant, Customer Services Manager.

Clare Wood, Performance and Scrutiny Officer gave an overview of the Quarter 3 Key Performance Indicator report, highlighting two red rated indicators, unlikely to reach the annual target by more than 10%. Sandra Marchant Contact Centre Manager and Neil Coles, Housing Manager were invited to update the Committee on the indicator relating to their service the progress made on their action plans for the underperforming indicators.

In response to Members questions on measures to improve wait times for calls into the contact centre, Ms Marchant informed the Committee that the automated switchboard was now available to test.  Ms Marchant invited the Committee to test the system by dialling 8999 on an internal phone and feed back to her.

The Committee raised concerns about the project timescales.  Ms Marchant assured Members that the automated switchboard would go live to the public in Jume 2013 and this could be confirmed by the head of ICT.

Members were satisfied that the action plns were delivering

But tfel that a 60 second call wait would be a more realistic target

It was resolver that:

Interview with Angela Woodhouse, Head of Change and Scrutiny.

The Head of Change and Scrutiny gave amd om response to Mebers questions which

Members  

Interviews with Georgia Hawkes, Head of Business Improvement and Anna Collier, Efficiency and Improvement Officer.