Agendas, reports and minutes

Dr I Cockburn, Mrs M Davidson, Mr J Gordon, Mr R Laird, Mr B Lobban, Mrs D Mackay, Mr D Millar, Mr H Morrison, Dr A Sinclair, Mr H Wood

Ms M Morris, Depute Chief Executive/Director of Corporate Development 

Ms V Nairn, Head of Digital Transformation

Ms T Page, Customer Services Manager

Miss J Maclennan, Principal Administrator

There were no apologies for absence.

There were no Declarations of Interest.

The Board AGREED to appoint Mr D Millar as Chair of the Board, having been nominated by Mr R Laird and seconded by Mrs D Mackay.

The Board RESOLVED that, under Section 50A(4) of the Local Government (Scotland) Act 1973, the public should be excluded from the meeting for the following items on the grounds that they involved the likely disclosure of exempt information as defined in Paragraphs 1 and 6 of Part 1 of Schedule 7A of the Act.

A brief presentation from the Customer Services Manager was provided giving an overview of what Customer Services provided, following which the Board adjourned to undertake a visit to the Service Centre which included an opportunity to observe call handing and to sit with call handlers and to listen to calls.

The Board NOTED the position. 

There had been circulated to Members only Report No. CSB/1/14 dated 16 April 2014 by the Depute Chief Executive/Director of Corporate Development which confirmed the remit for the Customer Services Board (CSB), previously agreed by the Highland Council, and proposed an approach for the work of the Board, for Members consideration.

Following detailed discussion, the  Board AGREED:-

i. its next meeting be held in the Archive Centre, Inverness at 3 pm on 21 May 2014 

    at which the Chief Registrar would make a presentation on the work of the 

    Registration Service and the opportunities for future service delivery and that 

    representatives from High Life Highland also be invited to attend;

ii. a meeting be scheduled for 25 June 2014 at Council Headquarters to provide 

    Members with an opportunity to view the new Council website and that other 

    strategic partners such as Police Scotland and some Council Directors also be 

    invited to attend;

iii. meetings be held at monthly intervals thereafter, excluding the Recess, at venues 

    to be determined;

iv. Service Point Profiles be prepared for each of the Council’s Service Points taking 

    into account amendments raised during discussion in relation to the proposed 

    content and ownership/lease arrangements; and

v. the Proposed Areas, as detailed in Appendix 2 of the report, be amended by (a)

     removing Ullapool form the Skye and Wester Ross grouping; (b) adding 

    Kinlochleven to the Lochaber grouping; (c) moving Fort Augustus to the Inverness 

    and Inner Moray Firth grouping; and (d) the aforesaid Inverness and Inner Moray 

    Firth grouping be divided into two groups i.e. north and south of the river.