Issue - meetings

Report of Director of Operational Delivery

Purpose of report

This report presents the final business case following consultation for a Joint Customer Services Team for Cherwell District Council and South Northamptonshire Council (hereafter “Cherwell” or “CDC” and “South Northamptonshire” or “SNC” respectively).

The report recommends the arrangement of a two-way Joint Customer Service Team and in doing so seeks the Executive’s agreement for the non-staffing elements of the business case.

The proposal is part of the wider transformation programme across the two Councils.

Recommendations

The meeting is recommended:

1.1       To consider the attached final business case in relation to non-staffing matters;

1.2         To note that the business case has been considered and approved on 14 January 2016 by the Joint Commissioning Committee with regard to staffing matters. This included consideration of consultation responses from affected staff and trade union representatives.

1.3         To approve and implement the proposed final business case to share a joint Customer Service Team between CDC and SNC, subject to similar consideration and approval by SNC Cabinet on 8 February 2016. 

1.4         To delegate to the Director of Operational Delivery in consultation with the Leader of the Council any non-significant amendment that may be required to the business case following the decision by SNC Cabinet.

Resolved

(1)          That the final business case for a Joint Customer Service Team with South Northamptonshire, in relation to non-staffing matters, be noted.

(2)          That it be noted that the business case had been considered and approved on 14 January 2016 by the Joint Commissioning Committee with regard to staffing matters and that this included consideration of consultation responses from affected staff and trade union representatives.

(3)          That the final business case to share a joint Customer Service Team between CDC and SNC be approved for implementation, subject to similar consideration and approval by SNC Cabinet on 8 February 2016. 

(4)          That authority be delegated to the Director of Operational Delivery in consultation with the Leader of the Council to make any non-significant amendment that may be required to the business case following the decision by SNC Cabinet.

The Director of Operational Delivery submitted a report which presented the final business case following consultation for a Joint Customer Services Team for Cherwell District Council and South Northamptonshire Council. The report recommended the arrangement of a two-way Joint Customer Service Team and in doing so seeks the Executive’s agreement for the non-staffing elements of the business case.

The proposal was part of the wider transformation programme across the two Councils.

Resolved

(1)          That the final business case for a Joint Customer Service Team with South Northamptonshire, in relation to non-staffing matters, be noted.

(2)          That it be noted that the business case had been considered and approved on 14 January 2016 by the Joint Commissioning Committee with regard to staffing matters and that this included consideration of consultation responses from affected staff and trade union representatives.

(3)          That the final business case to share a joint Customer Service Team between CDC and SNC be approved for implementation, subject to similar consideration and approval by SNC Cabinet on 8 February 2016. 

(4)          That authority be delegated to the Director of Operational Delivery in consultation with the Leader of the Council to make any non-significant amendment that may be required to the business case following the decision by SNC Cabinet.

Reasons

The business case represents another milestone in the revised transformation programme across CDC and SNC.

A two-way customer services team with a standardised approach to delivery and performance management would allow customer contact demand to be measured and managed reliably across both councils, including increasing the amount of service transactions delivered online.

Alternative options

The alternative options have been identified and considered as part of the business planning process. The reasons for each option being rejected are set out in Section 4.2 of the business case (exempt Appendix 1).