Agenda item

11.1    Enfield 2017 Scrutiny Work Stream

To receive, a report from the Enfield 2017 Scrutiny Work Stream. (Non key)

(Report No.169)

(8.50 – 8.55pm)

Enfield 2017 Scrutiny Work Stream

Councillor Doug Taylor (Leader of the Council) invited Councillor Edward Smith, as Chair of the Scrutiny Work Stream, to present the report (No.169) to the Cabinet.

Councillor Edward Smith presented the report and the following issues arose.

NOTED

1.    The work stream had been completed a while ago and was a snapshot of the situation as it was seen then.

2.    Councillor Smith thanked the councillors and officers involved in the work stream.

3.    The reasons for the introduction of the transformation programmes were acknowledged. The Council had decided to move to a self service mode, with many operations and communications being accessed by electronic means. It was recognised that such a transformation was a great challenge.

4.    Examination of the hubs showed that some were very large, in particular the Gateway & Assessment Hub, which made its management very challenging, whereas others were more limited in their function. It was understood there was currently a review of the hubs and potential changes to improve effectiveness.

5.    One of the main findings related to customer services aspects. Some residents found it difficult to access the new digital services. Issues for vulnerable users needed to be addressed, and there should be more work in explaining the approach being taken and what customers should expect. The website also had similar issues with unfamiliar terminology and insufficiently thorough testing before launch.

6.    Councillor Taylor thanked Councillor Smith and the councillors involved in the work stream for the review and noted the recommendations.

7.    Councillor Levy (Chair of the Overview and Scrutiny Committee) endorsed the report of the work stream, and clarified that monitoring would continue by Overview and Scrutiny. The work of the Quality of Communications Work Stream was also related, and the process was ongoing. He also expressed his thanks to Councillor Smith and all members of the work stream.

Alternative Options Considered: None.

DECISION: The Cabinet noted, for information, the following recommendations from the work stream and the comments of the Cabinet Member and Executive Member as set out in Appendix A of the report and listed below:

1.            The Council provide further information on the Hubs internally to all staff and councillors including clear guidance on:

·         The services each hub provided

·         How to use them

·         Contact details in the event of queries (Section 7, 10.6 of the report referred)

2.            The Council consider broadening the strategic leadership of the Hubs more widely to spread across all the Executive Directors to embed shared responsibility and ensure the necessary culture change to the new ways of working throughout the local authority (sections 4.5, 7.4 and 7.5 of the report referred).

3.            As part of the on-going review of the hubs, to look at synergies between the hubs to see if further efficiencies and greater resilience could be achieved, the work stream felt that the Performance Hub and the Data and Management Information Hub seemed to perform very similar functions and this was an area that could possibly be combined (sections 7.3 and 7.10 of the report referred).

4.            Whilst the Council was moving towards self-serve, some residents still required fact to face support. Currently it was unclear to some residents and groups how to access this support. Clear guidance to residents was required on where they could access this support. (sections 5.5, 5.6 and 10.5 of the report referred).

5.            Feedback from customers on issues with accessibility to the council needed to be regularly monitored and reviewed to ensure that on-going changes did not significantly impact on service. The work stream were particularly interested in the areas covered by the Gateway and Assessment Hub and wished to receive a further report to the Overview and Scrutiny Committee detailing whether resilience had been increased, service levels had either been maintained or improved and whether scheduled major IT investments had been successfully completed. (sections 7.8-7.13 and 10.3 of the report referred).

6.            Noted that, following queries raised by the work stream, positive changes had occurred on finding ways to share information with voluntary organisations within existing resources, and that blind software guides were now available for staff and users in all hub libraries. (sections 5.7-5.11 of the report referred).

7.            The Overview and Scrutiny Committee would liaise with Internal Audit to ensure that all outstanding actions from their report had been resolved. 

Reason: To support and further improve the Council’s transformation programme.

(Non key)