Agenda and draft minutes

Scrutiny Management Board
Tuesday, 12th March, 2019 10.00 am

Venue: Conference Room A/B, Cumbria House, Botchergate, Carlisle CA1 1RD

Contact: Lynn Harker  Email: lynn.harker@cumbria.gov.uk

Items
No. Item

Mrs J Willis, Cabinet Member for Customers, Transformation and Fire and Rescue attended for agenda item 9 – Customer Programme Update (minute 144 refers).

 

136.

APOLOGIES FOR ABSENCE

To receive any apologies for absence.

 

Minutes:

Apologies for absence were received from Mr B Shirley and Mr M Wilson.

 

137.

MEMBERSHIP

To report any changes to the membership of the Board.

 

Minutes:

There were no changes in membership on this occasion.

 

138.

DISCLOSURES OF INTEREST

Members are invited to disclose any disclosable pecuniary interest they have in any item on the agenda which comprises

 

1          Details of any employment, office, trade, profession or vocation carried on for profit or gain.

 

2          Details of any payment or provision of any other financial benefit (other than from the authority) made or provided within the relevant period in respect of any expenses incurred by you in carrying out duties as a member, or towards your election expenses.  (This includes any payment or financial benefit from a trade union within the meaning of the Trade Union and Labour Relations (Consolidation) Act 1992.

 

3          Details of any contract which is made between you (or a body in which you have a beneficial interest) and the authority

 

(a)     Under which goods or services are to be provided or works are to be executed; and

 

(b)     Which has not been fully discharged.

 

4          Details of any beneficial interest in land which is within the area of the authority. 

 

5          Details of any licence (alone or jointly with others) to occupy land in the area of the authority for a month or longer. 

 

6          Details of any tenancy where (to your knowledge)

 

            (a)     The landlord is the authority; and

 

            (b)     The tenant is a body in which you have a beneficial interest.

 

7          Details of any beneficial interest in securities of a body where

 

(a)     That body (to your knowledge) has a place of business or land in the area of the authority; and

 

(b)     Either –

 

(i)      The total nominal value of the securities exceeds £25,000 or one hundredth of the total issued share capital of that body; or

 

(ii)       If that share capital of that body is of more than one class, the total nominal value of the shares of any one class in which the relevant person has a beneficial interest exceeds one hundredth of the total issued share capital of that class.

 

In addition, you must also disclose other non-pecuniary interests set out in the Code of Conduct where these have not already been registered.

 

Note

 

A “disclosable pecuniary interest” is an interest of a councillor or their partner (which means spouse or civil partner, a person with whom they are living as husband or wife, or a person with whom they are living as if they are civil partners).

 

Minutes:

There were no disclosures of interest on this occasion.

 

139.

EXCLUSION OF PRESS AND PUBLIC

To consider whether the press and public should be excluded from the meeting during consideration of any item on the agenda.

 

Minutes:

RESOLVED,     that the public and press be not excluded from the meeting during any item of business.

 

140.

MINUTES pdf icon PDF 92 KB

To confirm as a correct record the minutes of the meetings of the Board held on 22 November 2018 and 22 January 2019 (copies enclosed).

 

Additional documents:

Minutes:

With reference to minute 128 – Scrutiny Management Board Update Report and Work Programme it was agreed that a report giving an update on the management of long term absence be considered at the next meeting of the Board on 28 June 2019.

 

RESOLVED,   that the minutes of the meetings held on 22 November 2018 and 22 January 2019 be agreed as a correct record and signed by the Chair.

 

141.

CALL-IN ITEMS

For members to be informed of any call-in items received by the County Council and to consider whether any further action needs to be taken by the Board.

 

Minutes:

The Chair advised that there were no call?in items for the Board to consider.

 

142.

DRAFT SCRUTINY ANNUAL REPORT pdf icon PDF 65 KB

To consider a report by the Executive Director – Corporate, Customer and Community Services (copy enclosed).

 

Additional documents:

Minutes:

The Board had before it the draft Scrutiny Annual Report which detailed their work over the past 12 months. 

 

Members welcomed the Annual Report and requested that the document be proof read in advance of it being presented to full County Council. 

 

RESOLVED,     that

 

                            (1)       the draft report be proof read in advance of it being presented to full County Council;

 

                            (2)       comments on the document be made direct to the Senior Manager – Policy and Scrutiny.

 

143.

UPDATES FROM CHAIRS OF BOARDS pdf icon PDF 57 KB

To receive a report from the Chair of each of the following:-

 

            Scrutiny Panel - Adults                                                 Mr M Wilson

            Cumbria Health Scrutiny Committee                          Ms C Driver

            Cumbria Police and Crime Panel                               Mr W McEwan

            Scrutiny Panel - Communities and Place                  Mr S Collins

Scrutiny Panel - Children and Young People           Mrs V Tarbitt

 

Additional documents:

Minutes:

The Board received an update on the work of the Scrutiny Advisory Boards, Panel and Committee from each of the Chairs.

 

(1)       Scrutiny Panel - Adults

 

Mr M Wilson advised members that since the last meeting the Board Scrutiny Advisory Board for Adults had considered Delayed Transfers of Care, the Learning Disability and Autism Board, the Promoting Independent Programme, and Safeguarding Adults.  The next meeting would take place on 1 April and would consider the Social Care Green Paper, Adult Social Care Charging Policy, Assistive Technology and Safeguard Adults.

 

Members were informed that a series of joint meetings between the Cumbria Health Scrutiny Committee and Adults’ Scrutiny Advisory Board were taking place to look at areas covering the closer integration of Health and Care Services.

 

(2)       Cumbria Health Scrutiny Committee

 

Ms C Driver updated the Board on the work of Cumbria Health Scrutiny Committee.  It was explained a number of issues including HealthCare for the Future of West, North and East, Mental Health Services, HealthWatch Learning Disabilities Report, Potential Merger between Cumbria Partnership Foundation Trust and North Cumbria University Hospitals NHS Trust, Digital Records and Cancer Services in North Cumbria had been considered.

 

The Board noted that the next meeting of the Committee would consider Quality Accounts, HealthCare for the Future of WNE, Mental Health Services, Podiatry Services in North Cumbria and Cancelled Operations.

 

Members were informed that a meeting of the Joint Cumbria and Lancashire Health Scrutiny Committee was planned for later in March to consider the Better Care Together Work Programme and joint meetings between the Cumbria Health Scrutiny Committee and Adults’ Scrutiny Advisory Board would also take place to consider areas covering the closer integration of Health and Care Services.

 

(3)       Cumbria Police and Crime Panel

 

The Board received a written update from Mr W McEwan on the work of the Cumbria Police and Crime Panel and any issues and developments that had occurred since the last meeting.

 

Members were informed that the main purpose of the meeting had been to consider the Council Tax precept for policing for 2018/19.  It was explained that in Cumbria the Commissioner had proposed to raise the precept by 10.29% which represented an increase of £23.94 per annum for a band D property taking the total police element of the precept at band D to £256.68 annually.  It was explained that despite some reservations the Panel had unanimously agreed that the precept of 10.29% be supported without qualification.  The increased funding through the precept would expand the current force by a further 20 police officers which built on the 25 increase last year to continue to ensure the county remained safe and tackled rising crime rates.

 

Members were given an overview of future topics for the Panel which would include current performance against Objectives 7 and 8 of the Police and Crime Plan together with attendance by the Independent Office for Police Conduct (IOPC) to provide an update on their work.

 

(4)       Scrutiny Panel – Communities and Place

 

Mr  ...  view the full minutes text for item 143.

144.

CUSTOMER PROGRAMME UPDATE pdf icon PDF 121 KB

To consider a report and presentation by the Executive Director – Corporate, Customer and Community Services (copy enclosed).

 

Additional documents:

Minutes:

The Board considered a report from the Executive Director – Corporate, Customer and Community Services which provided an update on the Customer and Digital programme.

 

Members were informed that the Customer and Digital Programme was a key transformation programme that supported the delivery of the Council Plan and Customer Strategy.  It was explained that the Programme had developed from the Digital Transformation Programme and now included the Service Centre transitions, face to face customer contact and the end to end customer journey.

 

The Board noted that there was a deliberate focus over the next nine months on delivery in key areas, demonstrate proof of concept and prove the added value of this way of working across the organisation in terms of improvements in customer experience and efficiencies.

 

The Cabinet Member for Customers, Transformation and Fire and Rescue gave a brief introduction and informed the Board of the work being undertaken in the background which had allowed the Programme to gain momentum.  She highlighted the ambition was for a consistent high quality customer experience across all services. 

 

The Board welcomed consistency across all services to promote familiarity.  Members noted that whilst this was the ultimate aim it was acknowledged this would be challenging.

 

Members were keen to understand learning from enquiries, complaints and feedback and how consistently this was being undertaken across all areas.  It was acknowledged that work was still required but there were feedback mechanisms in place through the website, together with ‘huddles’ in the service centre to obtain anecdotal feedback.  Officers highlighted the importance and value of genuine feedback from customers to improve services. 

 

Members raised the issues encountered due to a number of services being the responsibility of other authorities.  It was explained that ultimately it was envisaged there would be a single knowledge base which would cover all authorities and enable customers to access the information and services they required easily and quickly.

 

The Board welcomed the key principles and members also suggested that the use of a Wikipedia engine should be considered which could be integrated with a knowledge base both internally and externally.  Officers confirmed that this opportunity was being investigated.

 

A discussion took place regarding the sole use of IT for all customers and whilst they would be encouraged to self-serve it was acknowledged that the Authority were mindful of vulnerable customers who may not have access or the ability to use on?line facilities.  The need to ensure the website and other digital formats were fit for purpose was highlighted.

 

Members discussed the work already completed highlighting the agreed move of the existing highways hotline into the Service Centre.  The Board gave positive feedback regarding the highways hotline service and queried the future for existing staff.  Officers explained that initial discussions had taken place and confirmed there would be no staff redundancies.  It was highlighted that as well as a robust training programme for staff in the Service Centre they would also accompany colleagues involved in highway services to ascertain a knowledge  ...  view the full minutes text for item 144.

145.

SCRUTINY MANAGEMENT BOARD BRIEFING pdf icon PDF 139 KB

To receive a report from the Executive Director – Corporate, Customer and Community Services (copy enclosed).

 

Additional documents:

Minutes:

The Board considered a report which provided an update on any issues and developments that had occurred since the meeting of the Board on 22 November 2018.

 

Members asked that Cumbria Health Scrutiny be included on future Forward Plans of the Board.

 

RESOLVED,     that

 

                            (1)       the range of activity be noted;

 

                            (2)       the Work Programme be noted and updated accordingly;

 

                            (3)       the Forward Plan be noted.

 

146.

DATE OF NEXT MEETING

To note that the next meeting of the Board will be held on Friday 28 June 2019 at 10.00 am at County Offices, Kendal.

 

Minutes:

RESOLVED,   that the next meeting of the Board will be held on Friday 28 June 2019 at 10.00 am at County Offices, Kendal.