Agenda and minutes

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Items
No. Item

58.

Apologies

59.

Declarations of Interest

    Members are required to declare any disclosable pecuniary, personal or personal and prejudicial interests they may have and the nature of those interests relating to items on this agenda and/or indicate if S106 of the Local Government Finance Act 1992 applies to them.   

    Minutes:

    In accordance with the Council’s Code of Conduct, Councillor Robinson declared personal interests in agenda item 7 (Corporate Complaints) insofar as some of the information contained in the report relating to this item related to Services that were partially or wholly in the remit of the Cabinet Member for the Housing and Environment Portfolio, to whom she was the Assistant.

60.

Urgent Items of Business

    To determine whether there are any additional items of business which, by reason of special circumstances, the Chair decides should be considered at the meeting as a matter of urgency.

    Minutes:

    There were no urgent items of business for the Committee to consider.

61.

Items for Exclusion of Public and Press

62.

Minutes pdf icon PDF 93 KB

    To consider the Minutes of the meeting of the Corporate Overview and Scrutiny Committee held 21st November 2017.

    Minutes:

    Decision:

    That the minutes of the meeting of the Corporate Overview and Scrutiny Committee held 21st November 2017 be approved as a correct record.

63.

Contact Centre Presentation - Agylisys KPI Update

    To scrutinise a presentation in relation to the first and second Quarters 2017/18, for the Contact Centre/Agylisys/KPI’s update.

    Minutes:

    The Committee received a presentation from the Council’s Customer Access Manager and a representative of Agilisys’ (management of the Rochdale Call Centre) which detailed the performance of Agilisys against their agreed Key Performance Indicators during the first six months of 2017/18 (April – September).

     

    The Committee noted that the Service handled calls for a number of the Council’s services including Environmental Management Services (including refuse collection), Revenues and Benefits, School Admissions and Appeals and Libraries. The Service was assisting the Elections team in terms of calls relating to elections and electoral registration.

     

    The presentation to the Committee detailed statistical information relating to time taken to answer calls, abandoned calls, the amount of calls received by Service and month by month comparative data. The presentation also detailed how teams, and workflows, in the Call Centre were allocated. The presentation also informed of the governance and management structures in respect of Agilisys.

     

    The Committee were advised of the Key performance Indicators against which performance was monitored including: first contact resolution (of calls), customer satisfaction, quality, complaints and timeliness of e-mail responses. In terms of satisfaction the Committee was advised that of approximately 33,000 customer satisfaction surveys that had been completed, the service achieved a satisfaction rating in excess of 90%. The Committee’s members were informed that for every complaint received about the service three compliments were received.

     

    Members of the Committee asked questions of the presenters including details of call monitoring, staffing levels, hours of operation and dealings with people from the BME communities and other people whose first language was not English.

     

    Decision:

    1.    That the presentation be noted

    2.    That the Committee request receipt of a further presentation updating members of the performance of Agilisys against their agreed Key Performance Indicator in approximately six months.

64.

Corporate Complaints pdf icon PDF 94 KB

    The Committee is asked to consider corporate complaints received in the 1st and 2nd quarters of 2017/18

    Additional documents:

    Minutes:

    The Committee scrutinised a report of the Director of Neighbourhoods that provided Members with a summary of corporate complaints and compliments received during the first and second quarters of 2017/18 (April – September 2017).

     

    In considering the report members were pleased to note that there had been a 15.8% reduction in the number of complaints for the first six months of 2017/18, as compared with the corresponding period last year whilst the number of compliments had increased by 41.6% in the same period.

     

    Alternatives considered: 

    None: information was compiled from the Council’s complaints recording system used by all services to record complaints and compliments.

     

    Decision:

    That the report be noted.

     

    Reason for the Decision:

    The report formed a part of the Council’s performance management process which aimed to ensure that the Authority’s ambition to continuously improve services was realised, and that actions or decisions needed to be taken to maintain improvement.

65.

Health Related Absence Reporting pdf icon PDF 101 KB

    The Committee is asked to scrutinise the second quarter (2017/18) health related absences across the authority

    Minutes:

    The Committee scrutinised a report of the Assistant Director (Legal, Governance and Human Resources) that provided second quarter health related absence figures. The second quarter health related absence figures (July - September 2017) indicated that the overall level for the Council was 1.80 days per FTE (Full-Time Equivalent Employee), including staff employed in schools. The reported figures represented a slight reduction of 0.06% compared to the same quarter in the previous year.

     

    Alternatives considered:

    The report formed part of the Council’s performance management process, therefore there were no alternatives.

     

    Decision:

    That the report be noted.

     

    Reasons for the Decision:

    The purpose of the report was to provide Members of the Committee with an update on the Council’s health related absence data.

66.

Resources and Neighbourhoods Directorate Plans 2017-18 Quarter 3 Performance Update pdf icon PDF 127 KB

    The Committee is asked to scrutinise quarter 3 (2017/18) performance information in respect of the Resources Directorate and the Community Services function within the Neighbourhoods Directorate.

    Additional documents:

    Minutes:

    The Committee scrutinised a report of the Assistant Director (Information, Customers and Communities) detailing the progress at the end of quarter 3 (1st October 2017 – 31st December 2017) towards achievements of the targets contained in the Resources Directorate Plan 2017/2018 and in the Neighbourhoods Directorate Plan 2017/2018.

     

    In considering the report members expressed some concerns regarding action number R17018 (Job Evaluation of Management Review Phase 2) which had been due to be completed by June 2017 and was now expected to be completed by June 2018. Members also expressed concern at action number R17011 (Review of Democratic Processes – Implementation of Paperless Meetings) where completion had been due in December 2017 and was now expected in April 2018. Members expressed serious concerns as to the achievability of the second action given the current reliability of some Councillor’s IT equipment.

     

    Decision:

    That the report be noted.

     

    Reason for the decision:

    The Committee had at a previous meeting approved the Directorate Plans for 2017/18 in respect of the Resources Directorate and the Community Services elements of the Neighbourhoods Directorate. In accordance with the Council’s performance management framework; progress towards the targets contained in directorate plans were to be reported to relevant the Overview and Scrutiny Committee at the end of each quarter.

67.

Finance Update Report 2017/18 pdf icon PDF 419 KB

    The Committee is asked to scrutinise the Finance Update report

    Additional documents:

    Minutes:

    The Committee scrutinised a report of the Chief Finance Officer which updated Members on the Council’s financial position as at the end of September 2017 and which had sought approval from the Cabinet of the Budget Pressures Fund and Capital Budget adjustments. This report had been approved by the Cabinet at its meeting on 28th November 2017, where the recommendations contained therein were approved.

     

    In considering the report Members noted the overspend relating to Looked after Children, Special Educational Needs Home to School Transport and overspends within the Neighbourhoods and Economy Directorates. The Committee did though find the overall financial situation as reported to be satisfactory.

     

    The Chair referred to paragraph 4.4 of the report insofar as it related to the Rochdale Riverside project and requested, given current ongoing developments in this regard, if the Director of Economy could provide a briefing, for all members of the Council, updating on the current situation appertaining to the development of the Rochdale Riverside project. The Committee also asked for details of the earmarked capital receipts, which were detailed at paragraph 4.4.5 of the submitted report.

     

    Alternatives considered:

    Not reporting on financial performance puts at risk the achievement of the Council’s Medium Term Financial Plan. Effective budget management was regarded as being critical to ensure that financial resources are spent in line with the budget and are targeted toward variations against the plan and facilitates timely corrective action.

     

    Decision:

    (1)  That the report be noted;

    (2)  The Director of Economy be requested to provide a briefing, for all members of the Council, updating on the current situation appertaining to the development of the Rochdale Riverside project;

    (3)  The Deputy Chief Finance officer be requested to forward to Members of the Committee further details of the earmarked capital receipts, which were detailed at paragraph 4.4.5 of the submitted report

     

    Reasons for the recommendations:

    Effective budget management was critical to ensuring financial resources were spent in line with the budget and are targeted towards the Council’s priorities. Monitoring enables the early identification of variations against the plan and facilitates timely corrective action. The submitted report provided an overview of the Financial Position for the Council and focuses on the position as at the end of September 2017.

68.

Collection Fund 2017/18 pdf icon PDF 153 KB

69.

Work Programme 2017/18 pdf icon PDF 88 KB