Annual review of Customer and Support Services Scrutiny
- Slides: 9
Annual review of Customer and Support Services Scrutiny. Karen Lucas 23 May 2008
Aims and objectives of the session • To provide members with the opportunity to consider progress; what has worked and what has not. • To provide the opportunity for newly elected members to gain a better understanding of the topics covered by this scrutiny. • To consider future developments.
What is Scrutiny Challenge: To provide critical friend challenge to executives, external authorities and agencies Engagement: To reflect the voice and concerns of the public and its communities Leadership: To support community leadership and effective representation Performance improvement: To make an impact on the delivery of public services Centre for Public Scrutiny: Four principles
Roles of Overview and Scrutiny • • • Holding to account (including power of call-in; ) Performance management Policy review Policy development External scrutiny
Customer and Support Services Scrutiny. • This committee takes the lead in undertaking the overview and scrutiny function in respect of the support for the City Council’s 7 Pledges. • Improving health • Reducing crime • Encouraging learning, leisure and creativity • Investing in young people • Promoting inclusion • Creating prosperity • Enhancing life in Salford
Services provided by the Customer & Support Services Directorate. • Finance. • Human Resources. • ICT Services. • Customer Services. • Law and Administration.
Customer and Support Services Objectives 2007/08 The committee will conduct reviews in the following areas: • HR Strategy – to measure the impact of To monitor performance in the following areas: • Think Efficiency – progress against the its Implementation – Dignity at Work Policy. • Scrutinising for Equality – to ensure the City Council’s policies procedures and guidelines cover all aspects of equalities, including the procurement of services. • Complaints – to ensure the new computerised corporate complaints system progresses as intended. initiative action plans • ICT Services - review the service delivered. To monitor progress on the implementation of recommendations from detailed reviews previously undertaken • Attendance Management Policy • Fire Risk Assessments • Stress initiatives • Customer Contact Centre
Work programme event & community consultation. No issues raised at the scrutiny work programme event in relation to this scrutiny. Community consultation – attending various forums and shopping venues talking to local residents.
Looking back & to the future – discussion. • What has worked ? • What has not worked ? • What do we need to do more of ?
