Meeting documents
Community and Customer Engagement Overview and Scrutiny Committee
Monday, 4th June 2007
Present
Chair
JV Stapleton
Councillors
Paul Hayes, Mrs CM Meaden, A Pritchard, Sarah Quinn, MG Redfern
Cabinet member
SE Kelly
Index to Minutes
- Minute 1 - DECLARATIONS OF INTEREST
- Minute 2 - APPOINTMENT OF VICE-CHAIR
- Minute 3 - MINUTES
- Minute 4 - DIGITAL SWITCHOVER
- Minute 5 - COMMITTEE WORK PROGRAMME 2007-08
- Minute 6 - CUSTOMER SERVICES ANNUAL REPORT
- Minute 7 - CUSTOMER ACCESS STRATEGY
- Minute 8 - BEBINGTON ONE STOP SHOP CUSTOMER SURVEY
- Minute 9 - BEBINGTON ONE STOP SHOP LOCATION
- Minute 10 - ACCEPTANCE OF TENDER – ARCHIVE SHELVING
- Minute 11 - PENNANT HOUSE ROOF WORKS
- Minute 12 - CITIZENS PANEL ANNUAL REPORT
Minute 1 - DECLARATIONS OF INTEREST
Minute Text :
The Head of Legal and Member Services invited members -
(a) to consider whether they had a personal or prejudicial interest in any matters to be considered at the meeting and, if so, to declare them and state what they were;
(b) to declare, pursuant to paragraph 18 of the Overview and Scrutiny Procedure Rules, whether they were subject to a party whip in connection with any matter to be considered and, if so, to disclose the nature of the whipping arrangement.
No declarations were made.
Minute 2 - APPOINTMENT OF VICE-CHAIR
Minute Text :
In accordance with minute 5(8) of Cabinet (16/5/07), the Committee was strongly recommended to appoint a Vice-Chair.
On a motion by Councillor Meaden, seconded by the Chair, it was -
Minute Decision :
Resolved - That Councillor B Kenny be appointed Vice-Chair of this Committee.
Minute 3 - MINUTES
Minute Text :
The Head of Legal Services requested that the minutes of the meeting of the Community and Customer Engagement Overview and Scrutiny Committee held on 22 March, which were received by Council on 16 April, 2007, be received.
Minute Decision :
Resolved - That the minutes be received.
Minute 4 - DIGITAL SWITCHOVER
Minute Text :
On 12 February, 2007, a notice of motion submitted by Councillor Gilchrist was approved by the Council. The motion read:
'(1) This Council recognises the intention of the broadcasting authorities to change TV transmissions in the Granada region to digital signals and to complete this in 2009.
(2) Council recognises that many residents, particularly the elderly, will be confused by this changeover, though is aware that publicity for the changeover has started.
(3) Council is also aware that existing signal strengths are not always of the best quality in parts of the Borough.
(4) Council therefore requests that the appropriate Overview and Scrutiny Committee should invite representatives of the industry to attend to explain the process, seek guarantees that all areas with poor reception and signal strength will be identified, and seek the assistance of local media in publicising this changeover so that it is carried out smoothly.'
In accordance with this notice of motion, Jo Waters, Regional Manager North West of Digital UK and her colleague, Emyr Hughes, gave a presentation on the digital transfer process and answered questions. Digital UK was a not-for-profit organisation set up by the Public Service Broadcasters and transmission providers. Its role was to lead the UK’s switch to digital TV and make sure no-one was left behind.
The Granada region would be switching over to digital in October 2009 and the switch off of the analogue signal would mean the power of the digital signal being increased. Most TV sets could be converted, even ones without scart sockets. Videos would still work playing back tapes and recording one channel at a time. To record one channel while watching another, viewers would need to convert their VCR or upgrade to a digital TV recorder. She outlined particular challenges in getting the message across including:
- low awareness amongst very young (16-24s) and ethnic minority groups
- 25% of households had not yet converted to digital
- 23% of Granada households didn’t know the date
- just 32% were aware of the impact on VCRs.
Digital switchover was one of the most extensive public information campaigns ever undertaken in the UK and she gave details of the publicity so far, its impact and ongoing and future activity. There would be targeted help for:
- Those aged 75 years and over or
- Those with a significant disability or
- Those registered blind or partially-sighted
Details would be sent to qualifying households ahead of switchover in their area. Help would be free or subject to a one off fee depending on circumstances and would provide equipment and installation support.
In response to questions from members, Jo Waters and Emyr Hughes made a number of comments including the following:
- when analogue was switched off the digital signal would improve and subtitling would be improved too.
- one to one surgeries would be held around the region and they would be happy to attend further events organised on the Wirral.
-details on the Government help schemes for eligible groups were contained in publicity material which was circulated to the Committee.
Russ Glennon, Head of Policy, suggested that the Older People's Parliament would be a good group to target. Jo Waters in response said that demonstrations could be given on connecting digital boxes to TVs and they were happy to come and give more presentations.
Minute Decision :
Resolved - That Jo Waters and Emyr Hughes be thanked for their presentation to the Committee.
Minute 5 - COMMITTEE WORK PROGRAMME 2007-08
Minute Text :
The Committee were invited to consider possible areas for scrutiny during the coming year.
Abigail Davey, Senior Research and Information Officer, gave a presentation on selecting topics for scrutiny and with Russ Glennon, Head of Policy, led the members through an exercise which helped in this process.
After some discussion and debate it was -
Minute Decision :
Resolved -
(1) That the Committee work programme for 2007/08 focus on the issues of (i) customer contacts with the Council regarding recycling/waste and (ii) equality and diversity in the delivery of services by the Council.
(2) That the scope of these scrutiny topics be developed in consultation with the Chair and Committee members.
Minute 6 - CUSTOMER SERVICES ANNUAL REPORT
Minute Text :
The Director of Finance submitted a report which reviewed the progress of Customer Services over the past 12 months. It highlighted achievements, the challenges faced and outlined future plans for 2007/08.
He reported that the next twelve months would see development of the Web and extension of the Call Centre, particularly helping deliver efficiency in services. Community Engagement was a vital area of work and would continue to develop so that Wirral's services remained equitable offering choice to meet individual customer contact need. Key to the development and implementation of effective customer services would be the close working with the Transformational Change Team, clear governance and project rules to develop improved customer service and improved back office service delivery. Customer Services and the services themselves would work together to improve and make more efficient the overall service delivery. This would also extend to working with similar and like minded organisations that improved customer services for the people of Wirral.
In response to a comment from Councillor Pritchard, Malcolm Flanagan, Head of Benefits, Revenues and Customer Services, informed the Committee that his department was working with the Head of Tourism and Marketing, following the closure of the Woodside Tourist Information Centre, to advise customers of the facilities available at the One Stop Shop.
Minute Decision :
Resolved - That the report be noted.
Minute 7 - CUSTOMER ACCESS STRATEGY
Minute Text :
The Director of Finance submitted a report which updated the Committee on the Customer Access Strategy from April 2005 to take account of ongoing Customer Service developments. It set out the key changes in the Strategy as well as the implications for Wirral and the next steps as one of the cornerstone projects of the Efficiency Plan. Further reviews would be undertaken to ensure the Strategy remained relevant and up to date. The revised strategy was approved by the Executive Board on 12 April 2007 (minute 290 refers).
Minute Decision :
Resolved - That the revised Customer Access Strategy and the future work areas as set out in the Appendix to the report be noted.
Minute 8 - BEBINGTON ONE STOP SHOP CUSTOMER SURVEY
Minute Text :
The Director of Finance submitted a report which gave details of the outcome of the recent survey of One Stop Shop users at Pennant House as to the future siting of the Bebington One Stop Shop. The report also included details of the petitions presented to Council on 1 March 2007 and 16 April 2007.
The survey was conducted during March 2007 when staff asked only visitors to the site to complete the form. 230 were returned over a three week period out of a total number of customers seen of 1745, a return of 13%. In summary most visitors were from Bebington (60%) two thirds came by car with 26% on foot. Two thirds of users expressed a view that Pennant House would be more convenient than the Civic Centre.
Minute Decision :
Resolved - That the results of the survey and the receipt of the petitions be noted.
Minute 9 - BEBINGTON ONE STOP SHOP LOCATION
Minute Text :
Further to minute 32 (31/1/07) the Director of Finance submitted a report which gave details of the current state of Pennant House and outlined options for the future location of the Bebington One Stop Shop. It detailed the likely costs for work which would need to be undertaken at both Pennant House and the Civic Centre sites.
The estimated cost of permanently relocating the One Stop Shop to the Civic Centre was £215,000. There would still be a residual need to bring Pennant House up to a standard so that it could be let and this cost was estimated at £143,500. The probable income from letting or rent would then be £20,000. Refurbishing Pennant House as the One Stop Shop together with the temporary location would cost an estimated £317,500 with an anticipated annual rent of £10,000 for the surplus accommodation. Moving permanently to the Civic Centre would cost an estimated £358,500 with annual rental income from Pennant House anticipated at £20,000.
Councillor Pritchard asked what the building's value would be following the work on it and would the expenditure be value for money. He also asked if there were any businesses interested in using the building.
In response Malcolm Flanagan, Head of Benefits Revenues and Customer Services, said that he did not have a figure for the residual value, although the Deputy Chief Executive / Director of Corporate Services in considering the asset management issues had concluded that the retention of Pennant House in Council ownership, either as an operational building or an investment asset, was preferable. The question of which businesses might be interested would be looked at once it was clear if the One Stop Shop was to be relocated out of the building or remain.
Councillor Kelly, Cabinet Member, commented that it did need to be made clear that the Cabinet, in considering the Asset Management Strategy, would not want to hold an asset which remained half empty if the One Stop Shop occupied the ground floor but no occupant could be found for the first floor. It might prove more difficult to let just the first floor with the ground floor occupied rather than the building as a whole.
Both the Chair and Councillor Meaden commented that the views of the public should be considered and the majority were in favour of the One Stop Shop remaining at Pennant House.
Councillor Pritchard commented that it would be wasteful to spend money and then for the building to lay empty for years after until an occupant was found.
Minute Decision :
Resolved - That the views of the Committee be noted when the future use of this accommodation is considered within the wider building use strategy.
Minute 10 - ACCEPTANCE OF TENDER – ARCHIVE SHELVING
Minute Text :
The Director of Finance submitted a report which informed the Committee of the acceptance of a tender for the supply and installation of high density static and mobile archive shelving at the Cheshire Lines Building, Birkenhead.
Minute Decision :
Resolved - That the decision of the Executive Board at its meeting on 26 April 2007 (Minute 318 refers) to accept the tender submitted by Rackline Limited for the supply and installation of racking for the Corporate Archive Facility, be noted.
Minute 11 - PENNANT HOUSE ROOF WORKS
Minute Text :
The Director of Finance submitted a report which gave details of work at Pennant House for urgent roof and essential work as agreed by Council (minute 134 refers) on 1 March 2007. The current expenditure on this work would be approximately £60,000, which was being funded from the Capital Programme.
Minute Decision :
Resolved - That the report be noted.
Minute 12 - CITIZENS PANEL ANNUAL REPORT
Minute Text :
The Deputy Chief Executive/Director of Corporate Services submitted a report informing the committee about the progress and operation of the citizens’ panel over the past year. Membership had remained high and stable and response rates had been maintained at a high level.
The spring 2007 survey was currently underway with topics including local transport plan core questions, Streetscene, questions related to the new waste contract and questions about the council’s corporate objectives and local area agreement themes. The summer 2007 survey would be a health survey (for which the PCT was invoiced) with questions currently being formulated by the PCT. The autumn 2007 survey would contain perception questions related to the local area agreement.
The cost to the council of the citizens’ panel had been approximately £34K per year, £8K of which was reclaimed from partners. Due to renegotiation of the Mott MacDonald contract and Police withdrawal from the panel, there might be a subsequent increase in costs for the panel. This did present an opportunity to review the outputs received in relation to the panel and explore ways in which costs could be contained. Changes likely to be implemented included:
- A reduction in the number of surveys conducted each year.
- Provision of tabulated data and data files only (with presentation of results to be brought in-house to Corporate Policy).
- Increased flexibility around the survey methodology employed (for example, the ability to conduct rapid return telephone surveys on ‘hot topics’).
- Introduction of incentives to panel members to improve responses from typically hard to recruit and retain groups.
Minute Decision :
Resolved -
(1) That the report be noted.
(2) That committee notes the proposals for the coming year.
(3) That committee notes the proposed changes to the panel contract.
(Minutes Published: 11 June 2007)