Wrthi'n llwytho
Y penderfyniadau fel y mae cofnodion y cyngor yn eu cofnodi. Bydd crynodeb mewn iaith glir yn dilyn pan fydd wedi'i ysgrifennu.
AGREED – That the work programme be agreed subject to the aforementioned amendments.
An apology for absence was submitted on behalf of Councillor Marc Jones.
AGREED - To sign as a correct record the Minutes of the Meeting held on 30 June 2022.
Y penderfyniad fel y'i cofnodwyd
AGREED – That the work programme be agreed subject to the aforementioned amendments.
The Chief Officer Governance and Customer submitted a report COGC/76/22 enabling Members to consider the work programme of the Customers, Performance, Resources & Governance Scrutiny Committee as attached at Appendix 1 to the report. During discussion the following proposals were put forward: · Modern Ways of Working Programme (MWOW) / Office Accommodation Review (OAR) – these two reports to be merged – for consideration at the October 2022 meeting. · Annual Workforce Monitoring Report – to be reintroduced as an item for more frequent discussion. Template to be shared with Committee Members. Report to include feedback from the employee survey and monitoring arrangements for any time off in lieu – for consideration at the October 2022 meeting. · Groves Task & Finish Group – It was noted that the Membership had been agreed at Lifelong Learning (LL) Scrutiny Committee at its meeting held on 14 July 2022 (see below for full Membership). A meeting of the Task and Finish Group to be arranged as soon as possible following the meeting of Corporate Land and Buildings Group in July:- Cllr Dana Davies Cllr Stella Matthews Cllr Carrie Harper Cllr Becca Martin Cllr Corin Jarvis Cllr Jeremy Newton Cllr Frank Hemmings Cllr Anthony Wedlake AGREED – That the work programme be agreed subject to the aforementioned amendments.
The Lead Member for Corporate Services submitted a report COGC/39/22 updating Members on the current position of the Customer Services Review, including the move of Contact Wrexham to Lambpit Street and Wrexham Library (face to face services). During the discussion the following issues were noted, in particular: · Confirmation that the report enabling Members to scrutinise performance was currently brought to this Committee on an annual basis, at the end of each financial year. The Head of Service, Digital confirmed that information was available and considered within the team on a regular basis. The report could be brought to the Committee more frequently should Members request this. · In noting that a previously circulated information report had not been included with the Scrutiny Committee report, a Member stressed that it was important to fully understand the direction of performance and the impact it had on the Council’s customers before determining if the existing framework was fit for purpose e.g. did customers who were directed to the website find what they were looking for. · The Head of Service, Digital stated that there had been a dramatic reduction in failure demand. · The Council aimed to offer the customer a digital experience which was easy to use and thus resulted in the digital experience becoming the customers preferred choice. The Head of Service, Digital advised that positive progress was being reflected in current statistics. There were currently approximately 90,000 online customer accounts. · It was noted that statistics currently reflected a high level of customer satisfaction in relation to the Councils website – 77% self-service rate and 90% stated that they were able to get the information requested. · The provision of digital support within the library was currently being explored. This would prove an opportunity to receive more general customer satisfaction feedback. · The Head of Service, Digital confirmed that the Performance and Improvement team had a link officer who was responsible for ensuring appropriate access and provision for disabled customers. · The Head of Service, Digital reminded Members that the figures reflected in the report related to the period during the pandemic when some services were unable to be delivered. · Confirmation that an ongoing communications programme was in place to encourage customers to create an on-line account. It was important to promote the key benefits of using the website. One of the biggest benefits was the receipt of updates which would not otherwise be received though a telephone or email enquiry. The use of on line payments had led to a reduction in travel and this had a positive impact on the environment. · 48% of the Councils tenants had an on-line MyAccount. The provided an important basis for receiving customer feedback and thus improving services. · Customer behaviour had changed since the pandemic and this had been demonstrated through, for example, the significant reduction in the amount of cash payments made. · In response to a Member query, the Lead Member for Housing agreed to investigate the possibility of utilising Housing Estate Offices to assist customers with the online payments for green bin garden waste collection. AGEED – (i) That the new Customer Access Standards and Performance Report Card be circulated to Members of the Committee for information on a quarterly basis. Any issues of concern to be highlighted for discussion at a Committee meeting. (ii) That a further progress report on the Customer Service Review be scheduled for the meeting on 19 January 2023.
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