Meeting Details

Councillor Bainbridge (Chairman) , Councillors Alcroft, Allison, Mrs Birks (Vice Chairman), McNulty, Mitchelson, Paton, Robson

Substitutes:
Councillors Mrs Atkinson, Mrs Bowman, Mrs Bradley, Mrs Brown, Collier, Ms Ellis-Williams, Mrs Finlayson, Mrs Glendinning, Glover, Mrs McKerrell, Meller, Morton, Patrick, Robinson, Rodgerson, Shepherd, Miss Sherriff, Southward, Tarbitt, Dr Tickner

To consider any matter which has been the subject of call-in.

Background:
To consider a report providing an overview of matters related to the work of the Business and Transformation Scrutiny Panel.

Why is this item on the agenda?
The Business and Transformation Scrutiny Panel operates within a work plan which has been set for the 2019/20 municipal year.  The Plan will be reviewed at every meeting so that it can be adjusted to reflect the wishes of the Panel and take into account items relevant to this Panel in the latest Notice of Executive Key Decisions.

What is the Panel being asked to do?
- Note the items (within the Panel remit) on the most recent Notice of Executive Key Decisions
- Discuss the work programme and prioritise if necessary

Background:
The Customer Services Manager to submit an update on ongoing worth within Customer Services including current performance, upcoming improvements and ongoing actions.

Why is this item on the agenda?
At their meeting on 28 March 2019 the Panel requested an update on the changes to Customer Services to be submitted to the Panel in six months time.

What is the Panel being asked to do?
The Panel is being asked to support the following:
- The Contact Centre to open at 8am (calls only) upon completion of training
- Updated phone system as part of the wider telephony upgrade
- Transferring operational documents to cloud storage
- Implementation of more structure individual performance measures

- NIL -

Enquiries, requests for reports, background papers etc to:

Rachel Plant, Democratic Services Officer, (01228) 817039 or rachel.plant@carlisle.gov.uk