Agenda and minutes

None

The Minutes of the meetings held on 28 February and 12 March 2018 were approved as an accurate record of the meetings.

Attendees:

-        Tracy McKim (Partnership Policy and Involvement Manager)

-        Mark Bleazard (Digital Services Manager)

-        Jo Evans (Digital Information Project Officer)

-        Matt Lewis (Chief Officer - Shared Resource Service)

-        Mike Doverman (User Support Manager – Shared Resource Service)

The Partnership Policy and Involvement Manager introduced the report and advised the Committee that the Head of Service was unable to attend. The Digital Services Manager presented a brief overview of the report.       

Discussions included the following:

·        Members raised some concern about the performance data and that comparative performance information with other partners should be included in the report, together with clear actions for measures that had underperformed.  Members were advised that the Shared Resource Service (SRS) assured the Committee that SRS collate the information requested and could include it in future reports.

·        Measure PBC/062 - Percentage of Helpdesk calls resolvedat first point of contact, had a target of 85% however the Actual was only 57.5%. It was asked whether this was due to staffing issues as no explanation was given. Members were advised that there had been issues with the current Service Desk tool which measured performance against all calls, but not calls resolved at first point of contact.  A new tool had been contracted which would be able to measure this and was expected to be implemented within 12 weeks.   It was further explained that the 85% target was set for all partners from the outset, it was difficult and unrealistic for the Council to reach targets in the first year as staff had to learn then Newport City Council systems, but the Head of Service had decided to keep this measure in for transparency.

·        Measure PBC/061 ICT Customer Satisfaction % - customer satisfaction responses were discussed and it was confirmed that out of 2514 surveys sent out in 2017,  2077 had not been completed.  Members were advised that a new simplified feedback method had been introduced using smiley faces and assured that all unhappy faces would be followed up. Members requested that a breakdown of responses be included in the future reports.

·        Members asked whether there was an online helpdesk option rather than calls only and how issues were followed up.  Officers advised that there are self-service times when issues could be logged via an online helpdesk portal, completely dissatisfied responses are followed up and that dialogue is ongoing and regular. It was also advised that there would be wider options included in the new tool, such as web chat and the ability to download an app to log a call, which was expected in the next ten days.

·        SRS was leading the way on technology and an example was given of the platforms that would become the norm for their partners and they were also engaging with Socitm and the Welsh Government Minister.

·        Members enquired about where the performance measures were reported and whether the target setters see them.  It was advised that performance is reported 4 weekly to the Delivery group and  ...  view the full minutes text for item 3.

Attendees:

-      Elizabeth Blayney (Scrutiny and Governance Manager)

-      Tracy Mckim (Partnership Policy and Involvement Manager)

The Scrutiny and Governance Manager presented an overview of the report, including the recommendations that had been made by the Public Services Board Scrutiny Policy and Review Group and their implementation, together with Scrutiny best practice.

Discussions included the following:

·        With regard to Recommendation 4, relationships had been built with the Chair attending meetings of the Public Services Board and Invitees attending meetings of this Scrutiny Committee.

·        Members discussed whether a mechanism was needed to feed back a response from stakeholders to the Committee when it has made recommendations to them, so that it is a two way process. Members were advised that this action would be taken forward.

·        It was advised that self-evaluation could be included in the Annual Forward Work Programme and could also identify if there are any training needs. Members were advised that the five Ways of Working from the Wellbeing of Future Generations (Wales) Act could be used in the self- evaluation.

Conclusions

The Committee welcomed the report and agreed:

1.     A mechanism was needed to feed back a response from stakeholders to the Committee when it has made Recommendations to them, so that it is a two way process;

2.     An element of self-evaluation for the Committee should be included in the Committee’s Annual Forward Work Programme;

3.     To cease the monitoring of these Recommendations as the Committee was satisfied that they had been achieved.

The Scrutiny Officer outlined the reports for the next three Committee meetings including particular reference to the statutory requirement for the Committee to formally receive the Wellbeing Plan, and advising that a report to this Scrutiny Committee upon arrangements for Joint Scrutiny of the  City Deal is expected shortly, which would subsequently be reported to Council.  The report would request the nomination of one Member from each of the 10 City Deal Partner Local Authorities to sit on a Joint Scrutiny Committee.

The attendance of the Chair of the Newport Association of School Governors; Mr Alan Speight for the EAS Governor Support Report would be confirmed for 20 June Committee.

The Committee requested that the Social Services and Wellbeing Act: Regional Area Plan - Information Report  which had been circulated to the Committee, be included for monitoring in their draft Annual Forward Work Programme, as there was some concern about equitable service delivery in Newport as in other Local Authority areas in Gwent. 

Agreed:

The Committee endorsed the proposed schedule for the next three Committee meetings and confirmed the topics to be considered.

The Committee noted the Social Services and Wellbeing Act: Regional Area Plan Information Report and requested that the monitoring of the Plan be included on the draft 2018-19 Annual Forward Work Programme, which will be considered by the Committee in its July meeting.

The Committee discussed and evaluated the meeting and confirmed that they were happy with the content and structure of the cover reports, background papers and approach to the meeting and thanked the Scrutiny Officer.

The Meeting closed at 7.20pm.