Meeting documents
Venue: Committee Room 1, Wycombe District Council, Council Offices, Queen Victoria Road, High Wycombe, Bucks HP 11 1BB. View directions
Contact: Democratic Services 01895 837236; Email: democraticservices@chilternandsouthbucks.gov.uk
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Election of Chairman This is the first meeting of the Committee in the Municipal Year 2019/20. In accordance with the Constitution, the Committee is asked to elect a Chairman for the year 2019-20. Minutes: Councillor Mrs Julia Adey was nominated and seconded as Chairman of
the Joint Waste Collection Committee for the Municipal Year 2019-2020. This was agreed by the Committee RESOLVED: That Councillor
Mrs Julia Adey serve as Chairman of the Committee for the current Municipal
Year. |
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Appointment of Vice-Chairman To appoint a Vice-Chairman for the year 2019-2020 Minutes: Councillor
Ms Caroline Jones was nominated and seconded as Vice-Chairman of the Joint
Waste Collection Committee for the Municipal Year 2019-2020. RESOLVED: That Councillor Ms Caroline Jones serve
as Vice-Chairman of the Committee for the current Municipal Year. The Chairman thanked Councillor Michael Smith for his considerable input
into the running of the Joint Waste Collection Committee over the last two
years in his role as Chairman, similarly thanking Councillor Caroline Jones for
her willingness to step into the Vice-Chairman’s role, and mentioned she had been a councillor for four
years. |
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To approve
the minutes of the meeting held on 28 February 2019. Minutes: The Minutes of the Chiltern, South Bucks &
Wycombe Joint Waste Collection Committee held on 28 February 2019 were approved
as a correct record. |
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Declarations of Interest Minutes: Councillor
Ms L Sullivan declared an interest as a Buckinghamshire County Councillor. |
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Presentation on Customer Experience Strategy Minutes: Callum Lynam (Joint Waste Team) gave Members a presentation
(hand-outs attached - attachment 1)
in which he outlined experiences ‘so-far’ in respect of the CRM (Customer
Relationship Management) system. The problems
experienced before the adoption of the system were explained, the system now
provided a single system to deliver a service that not only met customer needs,
but enabled assessment against SLA’s (Service Level Agreements) and targets. The surge of
new cases at the adoption of the system did not represent a spate of incidents
on a common theme, but merely the recording for the first time ever of the
incidents that came in previously and were dealt with, but had previously not
been recorded. From the
system officers could learn far more about the customers, their needs and the
service being delivered. The common /
similar format of the forms utilised by the public online and those by customer
service operatives was outlined, this led to a uniformity of approach. Public users
could set up customer accounts online, which it was hoped would be extended to
various other Council services in due course, a record of their experiences and
cases would feature. Statistics
regards usage since the live date of 24 June 2019 were
outlined. Some firewall problems and closure notice issues had been experienced
and resolved. The benefits
of the ‘we are aware’ responses usable on the system, regards multiple reports
was commended. Similarly the ability to ask questions about missed deliveries
establishing whether such was for the ‘one property only’, for ‘one property
and a neighbour’ or genuinely for ‘the whole street’ was explained. ‘Unjustified’
tickets being issued to public users when such should only initially be
viewable to agents was being worked on. Members had
a number of queries clarified and made a number of points as follows: ·
Officers agreed to come back on the issue of
developers not funding bins on new developments, was such being missed? ·
It was confirmed that the key pad featured
could be amended; with additions, deletions and adaptations if necessary; ·
Members present were encouraged to sign into
the system and register so that they could experience it from the customer
viewpoint; ·
It was confirmed that the system when used
online resulted in e-mail updates, telephone contact was still operated and details would be entered on the system by
the operatives receiving the phone call; ·
It was agreed that Callum would update the
Cabinet Portfolio holders on a monthly basis in a short direct report on
progress with the system; ·
Yvonne Hadlames
(Customer Service Manager) was to be approached to organise a visit to one of
the centres utilising the system by Cabinet Portfolio-holders to see the system
in operation; ·
It was confirmed that there were currently 6
vacancies in the Customer Services section and that these were in the process of being filled; · The attachment would prove to be a good resume of the current situation with the Customer Relationship Management System for members to share with their colleagues: ... view the full minutes text for item 5. |
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Joint Waste Services highlight report PDF 596 KB Minutes: Sally
Gordon took Members through the Programme Highlight report appended to the
agenda, outlining the following: ·
In respect of Headline Service Statistics; the substantial increase in the number
of bulk bin properties was as a result of property growth, which was putting
further pressure on front line rounds; ·
A detailed synopsis of the changes to staffing
in respect of the staffing resources
outcome was given; ·
The reduction of the 8 CDC recycling centre sites to 3 and these
to be further reviewed in October was referenced; ·
It was confirmed that DCLG (Department of
Communities and Local Government) monies had been utilised to promote dry mixed
material re-cycling with target audiences ahead of the new Unitary Authority; ·
The overspend
for WDC was in respect of the Marlow-by-pass cleanse as requested; ·
Simon
Anthony’s team’s meeting with Serco Management was referenced and a meeting
between Serco Management and the Portfolio-holders was proposed; ·
In respect of Complaints the considerable increase in Quarter 4 in respect of
SBDC would be reported back on in due course; whilst figures for the 1st
quarter would be shared with Members in the near future; and ·
Specific issues on the submitted Risk register
were referenced; particularly the upgrade in risk status relating to the
Unitary Status under ‘Legal & Contract’. RESOLVED that the Report and the information be
noted. |
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Exclusion of the Public To resolve
that under Section 100(A)(4) of the Local Government Act 1972 the public be
excluded from the meeting for the following item(s) of business on the grounds
that it involves the likely disclosure of exempt information as defined in Part
I of Schedule 12A of the Act.
Minutes:
Note:
the relevant paragraph number and description is indicated under the Minute
heading. Paragraph
3 - Information relating to the financial or business affairs of any particular
person (including the authority holding that information) |
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Recycling End Destinations Minutes: Callum Lynam updated
the Meeting on the contents of the Report held in exempt session due to the
unverified status of the data contained. Initiated due to the interest in the
destination of recycled waste as a result of recent TV documentaries where waste
from Milton Keynes had been found in landfill sites in the Malaysian
rainforest, the Report saw no waste from either Wycombe or Chiltern being
exported to Asia. Of the 20% exported this went to EU countries only. A small amount of card board extracted from
mixed recycling (which was of reduced quality) collected in South Bucks was
destined for Asia but officers were happy that this was being recycled
correctly. Members thanked officers for this
comprehensive report which they felt should be shared amongst the wider
Councillor membership of the 3 authorities. Officers also emphasised that where use could
be made of the BCC EfW (Energy from Waste) site at Greatmoor this was always promoted for those items not
recyclable. RESOLVED that the Report
and the information be noted. |
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Waste Procurement Progress Highlight Report Minutes: Vincent Hunt
consultant to the project spoke to this Report emphasised the good progress
made in respect of the procurement, focussing in on the risks featured in the
Report in detail. An affordable service was being pursued which was to be both
economical and sustainable and include the resources and provide services with
full compliance specification. Mr Hunt reported on
recent developments re the procurement in respect of referral to the Shadow
Executive of the new Buckinghamshire Council. The limited options
in respect of the alternative of extension of the current contract beyond the
expiry date of the end of 2019 was explained. Sue Markham; legal
officer updated the Meeting on her ongoing input to the Shadow Authority on the
procurement and the legal implications. The Meeting took on
board the comments of officers and agreed that Members present support these
and express this support to fellow Councillors from their authorities who sat
on the Shadow Executive. RESOLVED
that the Report
and the information be noted. |