Issue - meetings

To consider a report by the Head of Customer Services on Customer Service Development in St Ives and St Neots.

Noted the proposed increased range of services in St Ives and St Neots, approved in principle the relocation of the St Neots Tourist Information Centre, merging staff into the main customer service team. With “What’s on” information being provided by the teams in all six customer service locations. Requested the Head of Customer Services to look into alternative accommodation in St Neots and St Ives and the possibility of sharing the accommodation with partners and to consult with local members and report back to Cabinet.

Further to Minute No. 157 of the meeting held on 22nd February 2007, the Cabinet considered a report by the Head of Customer Services (a copy of which is appended in the Minute Book) summarising the outcome of a review of services delivered by the St Ives and St Neots Customer Services Centres. The Overview and Scrutiny Panel (Service Delivery) also had submitted their comments on the conclusions of the review (a copy of which also is appended in the Minute Book).

Whilst commending proposals to extend and improve the services offered to customers via local centres and particularly in St Neots and St Ives town centres, the Cabinet were of the view that such services should be delivered, if possible, from a High Street or central location.  In this respect, the Cabinet felt unable to support, currently, any option to remodel existing offices.  Arising from their detailed discussion, the Cabinet requested the Head of Customer Services to investigate the financial viability of acquiring shop units in St Ives and St Neots, to explore the possibility of sharing the properties with one or more partners and, on the recommendation of the Overview and Scrutiny Panel (Service Delivery), to consult local Councillors when considering the location of any alternative accommodation.

Whereupon, it was

RESOLVED

  (a)  that, subject to the foregoing comments, the proposed increase in the range of services to be offered by local offices in St Ives and St Neots be noted;

  (b)  that the relocation of the St Neots Tourist Information Centre be approved in principle with existing staff subsumed within the Customer Services Team; and

  (c)  that the Head of Customer Services investigate the availability of alternative accommodation for Customer Services Centres in central locations in St Neots and St Ives town centres.

To consider a report by the Head of Customer Services on Customer Service Development in St Ives and St Neots.

20 Minutes.

(Councillor L M Simpson, Executive Councillor for Customer Services and Information Technology, was in attendance for this item).

With the assistance of a report by the Head of Customer Services (a copy of which is appended in the Minute Book) the Panel were acquainted with the outcome of a review of the services delivered by the St Ives and St Neots Customer Service Centres.

In introducing the report, the Executive Councillor for Customer Services and Information Technology reported that the review had been prompted following the adoption of the Customer Service Strategy in February 2008. The Head of Customer Services, Mrs J Barber, provided Members with an overview of the services being provided at each of the Customer Service Centres and reported upon the research conducted and the findings of the review, together with their financial and staffing implications.

Having expressed general support for the recommendations proposed within the report, the Panel discussed the evidence provided to support the conclusions reached. The Panel commented that the survey findings required the support of further research data. Other matters that were discussed included the importance of offering customers a private meeting area, a suggestion to incorporate other services and facilities within the proposals such as the Shopmobility Scheme, the importance of locating the Customer Service Centres in an accessible and highly visible location and the need to consult with Ward Councillors on any proposals to change the location of the Centres. In terms of pursuing alternative accommodation, the Panel commented that this would be timely as it would enable negotiations on rent and rates to be undertaken with prospective landlords in a potentially advantageous market for the Council.

The Panel acknowledged the financial implications for St Neots Museum of amalgamating the two current offices in St Neots but they concurred with a suggestion that the customer service facility should be a single unit as it would enable efficiency savings to be achieved. Consideration has also been given to the long term planning developments and proposals for St Neots and the likely affect this would have on how the town centre was construed. Councillor P K Ursell expressed the view that the Customer Service Centre in St Neots should remain in the Priory Centre area and, as a result, clarification was sought on the Town Council’s position on the District Council’s facility located within the Priory Centre.

Having suggested that the provision of outreach services in larger villages should also be investigated as part of the proposals, it was

RESOLVED

  that the Cabinet be recommended to

(a)  note the proposed increase in the range of services in St Ives and St Neots;

(b)  approve in principle the relocation of the St Neots Tourist Information Centre and the merging of staff into the main Customer Service Team;

(c)  approve the investigation of alternative accommodation in St Neots and St Ives and, subject to budgetary consideration, authorise the Director of Commerce and Technology after consultation with the Executive Councillor for Customer Services and Information Technology  ...  view the full minutes text for item 57