Agenda and minutes

Councillor Woolf was elected Chairman for the duration of the meeting

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:

• Members welcomed the document and were impressed with the contents of the strategy.

• Members expressed concern if success of the strategy was to be measured by many Key Performance Indicators (KPIs). A focus on two or three KPIs in the first year, with further development in the following years, was suggested.
  • The Assistant Director - Wellbeing and Community Leadership concurred with this approach and stated that three KPIs would be in place for the first six months of adoption and further KPIs developed thereafter.

• Members sought reassurance that the strategy would be inclusive for all members of society, specifically those who had mobility issues or were not digitally enabled/engaged. There was a particular concern regarding the inclusion of older people.
  • The Healthy Living and Communities Strategic Lead responded that:
    • Digital inclusion was a focus of her role which included learning in respect of excluded groups;
    • The Office For National Statistics  ...  view the full minutes text for item 3.

There were none.