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Election of Chairman
Councillor Woolf was elected Chairman for the duration of the meeting
Declaration of Interests
Where a Councillor has a Disclosable Pecuniary Interest the Councillor must declare the interest to the meeting and leave the room without participating in any discussion or making a statement on the item, except where a councillor is permitted to remain as a result of a grant of dispensation.
There were none.
To seek the Performance Monitoring Panel’s and the Policy Development Panel’s input into the draft South and East Lincolnshire Councils Customer Experience Strategy (report of the Assistant Director for Wellbeing and Community Leadership enclosed).
Consideration was given to the report of the Assistant Director for Wellbeing and Community Leadership which asked for the Performance Monitoring Panel’s and the Policy Development Panel’s input into the draft South and East Lincolnshire Councils Customer Experience Strategy.
The Assistant Director - Wellbeing and Community Leadership introduced the item by stating that her responsibilities included the function of Customer Services Client Lead for the PSPS Service Level Agreement. The strategy had arisen from the South and East Lincolnshire Councils Partnership (S&ELCP) aim to enhance the experience of all customers and offered a clear and consistent approach across all three councils of the S&ELCP.
The draft South and East Lincolnshire Councils Customer Experience Strategy report was detailed at Appendix A; and Appendix B outlined the Customer Experience Board and Governance.
The Healthy Living and Communities Strategic Lead introduced the report by outlining the context of the current version of the draft South and East Lincolnshire Councils Customer Experience Strategy which had undergone seven iterations in response to consultation with community partners and stakeholders. The next stage of the journey of the strategy was to receive feedback from scrutiny committees of all three councils of the S&ELCP.
A presentation at the meeting to accompany the report highlighted the following key areas:
· An interpretation of ‘Customer Experience’;
· A breakdown of the Council’s customer types;
· The instigation, ambition and purpose of the strategy;
· The development of the strategy including engagement to date;
· Strategy alignment with the five principles of values and behaviours of the S&ELCP; and
· The three key outcomes used to measure success, as outlined at page 14 of the report.
The Portfolio Holder for Corporate, Governance and Communications stated that whilst new polices were usually presented to the Policy Development Panel for scrutiny prior to approval at full Council, this new strategy would only be approved by Cabinet. The presentation to the Joint Panel at the current meeting enabled the strategy to be scrutinised by all members who were not on the Cabinet.
The Joint Panel considered the report and presentation, and the following points were raised:
Any other items which the Chairman decides are urgent
There were none.