Issue - meetings

In accordance with the Scrutiny Procedure Rules, the following item have been referred from the Scrutiny Committee:

·       Scrutiny feedback on the Customer Journey Framework

·       Scrutiny feedback on the Customer Journey Framework

Cabinet AGREED to have regard to the Scrutiny Committee’s feedback.

In accordance with the Scrutiny Procedure Rules, the following item had been referred from the Scrutiny Committee:

Scrutiny feedback on the Customer Journey Framework

The Chair of the Scrutiny Committee, Councillor Brown, introduced the report advising Members that Scrutiny had held a workshop on the Customer Journey Framework on 27 June 2024.

In doing so the Scrutiny Committee Chair highlighted the following points for Cabinet:

·       Scrutiny would welcome greater visibility of the face-to-face service that the team offers to residents.

·       Welcomed that staff within the team have their duties rotated so that all staff know the different elements of the role.

·       Recognised that elected Members have their role to play in customer service. Members should sometimes avoid signposting and be willing to engage more.

·       It was noted that the graphic was too wordy and that jargon should be avoided.

·       There were concerns on the out of hours service but noted that there is a commitment in the Corporate Strategy to review the service.

·       Scrutiny commented that Officers should explore the development of an app, which could prove useful.                        

The Leader commented that he and the Chief Executive recently held an induction and that two new members of staff were from customer services.

It was commented that currently the out of hours service goes via Harborough but that there is a commitment within the Corporate Strategy to review the service.

Members confirmed that the feedback report would be referenced when reviewing the framework.

Cabinet AGREED to have regard to the Scrutiny Committee’s feedback.