REPORT FROM THE CABINET MEMBER FOR THE ECONOMY,
THE CUSTOMER, COMMUNICATIONS, LEISURE AND TOURISM
TO THE MEETING OF FULL COUNCIL
ON 21 FEBRUARY 2007
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- The Council has
been assessing the merits of engaging a Strategic Transformational Partner
for a three year period as a way of increasing change management capacity
and improving internal systems and processes. An Invitation to Tender and
other preparatory work has now been completed and the Council is in a
position to go out to tender on this. In line with national Procurement
Best Practice guidelines, a gateway review needs to be carried out before
the Invitation to Tender is issued to ensure that the approach is still
appropriate in the light of recent organisational changes and to ensure
that the underlying business case developed last year remains sound. In
view of the strategic significance of the proposed procurement, it is
important that a robust and comprehensive review is carried out and this
will be conducted over the next few weeks with the results available by
the end of March.
- Performance in the
call centre over the last three months has continued to improve. The
abandoned call rate, one of the most significant performance indicators,
has fallen to an average of 6% on normal levels of incoming calls (January
32,500) against a target of 5%. This is reflected in the latest customer
satisfaction survey results which state that 100% of customers felt that
they received "good" or better service from the call
centre. The customer satisfaction survey is conducted on a rolling
basis where a sample of customers are selected at random (by the CRM
system automatically) and contacted independently for the purposes of
getting feedback on both the call centre and the service area in question.
- The next edition of
One Island magazine will be
published next week. It will cover the exciting series of announcements
the leader is making tonight as well as many interesting features about
the important work of the council and issues of local concern. From April
the magazine is going monthly.
The One Island Consultations I referred to in my last
report have now been completed. The findings from the public meetings were
summarised for the meetings of stakeholder organisations and the attendees were
offered this summary as a means to stimulate discussion and debate with the
intention of developing practical solutions to the issues raised. Stakeholder
representatives were also offered, at the end of the meeting, a sheet on which
they could express other comments. Over
80 residents attended the public meetings and more than 60 people attended the
stakeholder meetings. All together eighteen separate group discussions were
held across all the meetings involving around thirty councillors and senior
council managers and directors.
Cllr Tim Hunter-Henderson
Cabinet Member for The Economy, The Customer,
Communications, Leisure and Tourism