Meeting documents
Venue: Room 6, Capswood, Oxford Road, Denham. View directions
Contact: Leslie Ashton Email: lashton@chiltern.gov.uk; 01895 837227
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Apologies for Absence Minutes: Apologies were received from Councillors R Reed and D Saunders. |
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To approve the minutes of the Customer Services and Business Support PAG held on 17 September 2018.
Minutes: The minutes of the Customer Services and Business Support PAG held on 17 September 2018 were approved.
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Declarations of Interest Minutes: There were no declarations of interest. |
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Portfolio Budget Report 2019/20 PDF 76 KB Minutes: Members considered the Portfolio Budgets 2019/20 report which provided information on the draft revenue budget for 2019/20, including the context of the overall financial position facing the Council for the coming year, and the implications of the establishment of a unitary authority 2020/21. The report further provided summary information on the budgets and highlighted issues for consideration. Detailed information could be seen in the accompanying booklet.
During the discussion, the following key points were raised:
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Customer Experience Strategy Update Minutes: The Head of Customer Services reported that the Customer Experience Programme had continued to progress positively. Service areas had worked well with the implementation team to assist with the design of process workflows and the creation of online forms. For the service areas included in phase 1 of the programme (waste, environmental health and licensing) the system was ready to be built and the implementation team was waiting for the test environment to be released.
Work had been completed with Business Support on system integrations and progress was being made on integrating the systems used by waste with the new software. A project was also ongoing to address channel shift with different persona groups having been created to establish how best to help customers.
The complaints procedure was to be reviewed and Member feedback would be sought on this. The design and content of the website was also being looked at and GOSS would be holding a workshop, which all Members were welcome to attend at 5.30 p.m. on Monday 26 November at the Chiltern District Council offices. It was further clarified that news stories and the website front page had remained the responsibility of the communications team however technical issues and electronic forms were now dealt with by the implementation team.
The PAG was advised that the timetable for the programme had been readjusted, however remained on schedule to meet the end dates for phase 1 as initially set out.
An update was also provided on the transition of Northgate staff to the Council’s Revenues team. This was completed successfully with no impact to customers, and only minor issues had been identified during the transition and these were being addressed. |