Agendas, reports and minutes

Minutes of Meeting of the Customer Services Board held in Tuesday, 17 February 2015 in Committee Room 1 at 3.00pm.

Present:

Dr A Sinclair, Dr I Cockburn, Mrs M Davidson, Mr J Gordon (by tele-conference), Mr R Laird, Mr B Lobban, Mrs D Mackay, Mr G Rimell, Mr H Wood

Non-Member also present:

Mr A Baxter (by tele-conference)

Officials in attendance:

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, Democratic Services Manager 
Mr S Taylor, Administrative Assistant

Dr A Sinclair in the Chair

Business

1. Apology for Absence

An apology for absence was intimated on behalf of Mr H Morrison.

2. Declarations of Interest

There were no Declarations of Interest.

3. Minutes of the Last Meeting

There had been circulated Minutes of Meeting of the last meeting held on 16 December 2014 which were NOTED.

4. Customer Service Board – Consultation Update

There had been circulated Report No Report No. CSB/1/15 dated 10 February 2015 by the Depute Chief Executive/Director of Corporate Development which provided an update on the Customer Services Review consultation.

In this regard, specific detail was provided in regard to consultation undertaken with Ward Members, Trade Unions, Community Councils/Community Groups, Service Point Users and Public Consultation.

In relation to the Public Consultation in particular, an update was provided at the meeting whereby it was confirmed that 54 response forms had now been received. In terms of the main themes arising, these included concern regarding the loss of Service Point facilities, increased travelling distances to access services, lack of space and privacy (as well as constricted hours) within Libraries for discussion of private and/or sensitive issues, an unfair disadvantage for elderly people who might not find it easy to use computers and the possible negative impact on tourism in certain areas. Positive suggestions coming forward included the potential for working in partnership with other organisations (such as NHS Highland) and the introduction of a surgery based approach in some areas where this was considered feasible.

During discussion, Members raised the following issues:-

• it would be helpful if the consultation documentation for the public could be available in other locations such as libraries (in addition to Service Points) as increased accessibility might help to increase feedback;
• further more detailed information was required in regard to the Focus Groups which had been scheduled and in particular the uptake of participation consent forms which was low;
• although it was recognised that the consultation would not close until 19 March, it would be helpful if information could be provided on how many communities had not responded at all;
• in regard to staff consultation, it was noted that most queries had related to personal circumstances as opposed to any redefinition of roles or responsibilities;
• the consultation with Trade Unions had been largely positive and they had been extremely helpful if terms of working with and liaising with staff members;
• it was imperative that a re-assessment of the previous statistical information which had been provided in regard to the affected Service Point locations should be undertaken and a further report in this regard submitted to the next meeting;
• it was noted that Officers were continuing to explore additional options for the five offices without firm proposals and this included Fort Augustus, Durness, Acharacle, Gairloch and Lochinver; and
• it would be helpful if a detailed financial report on the current position could be submitted to the next meeting to allow further discussion at that time.

Thereafter, the Board otherwise NOTED the content of the report and the progress to date on the Customer Services Review consultation as detailed.

It was also AGREED that the meeting scheduled for 15 April at 1.30pm should instead be held at 2.00pm – with the following meeting being held on 13 May at 11.00am.

The meeting concluded at 3.50pm.