Archived decisions

a R.J. Baulk

p K.G. Chapman

p A.P. Collett

p Dr R.J. Ellis

p B.T. Gurden

p P.R.C. Hutcheson

p Jo Kelly

p Mrs. C.A. Leversha

a A.R. Ludlow

a R.C. McIntosh

a A. Weeks

Action

53

APOLOGIES FOR ABSENCE

Apologies for absence were reported on behalf of Councillors Baulk, Ludlow, McIntosh and Weeks. Councillor McIntosh's absence was on account of his being engaged on Fire Authority business.

54

DECLARATIONS OF INTEREST

Members were mindful that, where they believed they had a personal or personal prejudicial interest in any matter to be considered at the meeting, they should, normally at the time of debate, declare their interest and, having regard to the circumstances described in paragraphs 9,10,11 and 12 of the County Council's Code of Conduct, consider whether to leave the meeting whilst the matter was discussed save for exercising any right to speak in accordance with paragraph 12 of the code. No such interests were declared on this occasion.

55

MINUTES

The Minutes of the meeting of the Committee held on 10 July 2007 were confirmed as a correct record and signed by the Chairman.

Arising thereon:

Minute 41 - Hants Direct Contact Centre

The Members' visit to the Contact Centre was being arranged and would soon be notified to Members.

Chief Exec

(Emma Gordon/

Michelle Smith)

Minute 41 - Furniture Replacement

The next meeting of the Scrutiny Panel would now be held on 5 December instead of 30 October. Some Members of the Scrutiny Panel had been forced to drop out because of other commitments, and in order to make rapid progress it was agreed that the remaining Members, Councillors Mrs Bailey and Mrs Leversha, should continue and complete the review.

Minute 43 - Finance and Efficiency

The report on efficiency would be submitted to the Committee at its January meeting.

Chief Exec

(Emma Gordon)

All to note

County Treasurer

(Bevis Ingram)

Chief Exec

(Emma Gordon) to update the Work Plan

Minute 49 External Funding

Arrangements were being made by the Head of Economic Development to provide training for appropriate departmental representatives in the task of updating the external funding database, but progress was slow because of other staff commitments within departments. Members felt that this task should be specifically drawn to Chief Officers' attention, involving their respective Executive Members as necessary, and that they would like a report on progress from the Executive Member for Economic Development and the Head of Economic Development at their next meeting on 25 January.

RESOLVED:

That the Executive Member for Economic Development and the Head of Economic Development be invited to attend the January meeting of the Select Committee to report on progress with updating the external funding database and with the training programme.

Chief Executive (Colin Hinxman) to notify Councillor Woodhall

Economic Development

(John Rees-Evans) to report on progress with the database and training

Minute 50 - Local Strategic Partnerships

Members commented on the impact Chris Lawrence-Pietroni had made during his short time as Head of Policy for the County Council, and they congratulated him on his new appointment and wished him well for the future.

Chief Executive

(Emma Gordon)

56

CHAIRMAN'S COMMUNICATIONS

Members were informed of a briefing on the sustainable community strategy which was being held on 27 November; a background note would be sent with details of the event and an invitation to attend. The Committee agreed to compile a joint response with a deadline of 7 January for any comments to be sent to the Chief Executive.

The Chairman suggested other cross-cutting topics which the Select Committee might like to consider for their work programme, in particular the Biodiversity Action Plan and the Corporate Communications Strategy. It was also suggested that Members consider biodiversity issues in their responses to the consultation on the Community Strategy. Background notes on the issues would be forwarded to Members.

Chief Exec

(Emma Gordon)

Chief Exec

(Emma Gordon)

57

UPDATE ON SELF-INSURANCE

The Committee received a presentation from Peter Andrews, Chief Executive's Department (Item 5 in the Minute Book) setting out a breakdown of claims against the County Council. During discussion Members drew attention to the following:

The potential impact of climate change and extreme weather conditions on the numbers and costs of highway claims.

The County Council's success in defending claims where there was no legal liability.

The welcome fact that the numbers of costs and claims in Hampshire were substantially below those experienced in other comparable authorities.

The disproportionate impact which a few complicated claims could have in terms of costs and staff time when they emanated from allegations of neglect or inadequate supervision a long time ago.

The trend of anti-social behaviour which gave rise to incidents such as arson or vandalism and resultant costs or claims.

The Committee welcomed the information given in the presentation, but asked for a broader picture which would show the effects of the Safer Schools Partnership, and the total costs to the County Council of vandalism and arson.

Chief Executive (Peter Andrews) to extract the necessary information and send to Members - YYPRSC

Chief Executive (Peter Andrews)

58

IMPLEMENTATION OF THE HUMAN RESOURCES ACTION PLAN

The Committee received a presentation by Gavin Wright, Director of Human Resources on progress with implementation of the action plan and on measures adopted to reduce the level of sickness absence amongst County Council staff. A copy of the presentation is set out as item 6 in the Minute Book. The Committee congratulated Gavin Wright on his formal appointment as Director of Human Resources.

Members welcomed the progress being made in sharpening the focus of the Human Resources Department and providing them with more practical ways of giving support to departments in dealing with difficult staff issues. They asked the Director of Human Resources for a report back on the progress in a year's time.

With regard to sickness absence, Members endorsed the steps being taken towards the early identification and provision of support for staff where sickness was a problem. This included the health and wellbeing agenda, measures to combat stress and action by managers to deal with short term or recurring sickness absence. The trend of sickness absence was gradually reducing, but even so, the overall cost was £8m for the County Council as a whole, and reducing this liability would be essential in a financial situation which was likely to deteriorate in future years. In addition to suitable management action, other opportunities to improve staff welfare included personal development, Investors In People, the Individual Performance Planning system, the Workplace Activities Programme and the Employee Support Line, all of which could be used to help staff with sickness or morale problems. Members asked for details of the managing attendance toolkit and the Human Resource Action Plan to be sent to them.

Director of Human Resources (Gavin Wright)

Chief Exec

(Emma Gordon)

to update the work programme

Director of Human Resources (Gavin Wright) to forward to Members YYPRSC

59

PROTOCOLS FOR THE MANAGEMENT OF COMPLAINTS AND COMPLIMENTS

The Committee considered a report by Vicky Jolly, Chief Executive's Department (Item 7 in the Minute Book) on arrangements for handling complaints and compliments relating to County Council services. She gave details of the small Corporate Complaints and Compliance Team in the Chief Executive's Department whose remit included responding to complaints where there had been no satisfactory outcome at local or departmental level. There had been ten such claims this year, and ten references to the Ombudsman, with no adverse findings against the County Council. Among the points Members identified as significant were:

· The need for better reporting of complaints at stages 1/2 (local or departmental level) so that the County Council could get an overall picture of the numbers and seriousness of complaints.

· The need to view complaints against the background of the overall numbers of users, visitors or transactions handled by the service and by the numbers of compliments received.

· The need for the County Council to show that it can learn from complaints and improve processes and practices - a significant finding from this year's comprehensive performance assessment.

· A growing linkage with the Contact Centre as it developed a full picture of the County Council's customers.

· The importance of feedback and a practical response to complaints and suggestions from the public.

Members indicated that they would like to have more details of departmental complaints statistics which, taken with central data, would help to identify trends and problem areas. They would also like a report back on progress in a year's time.

RESOLVED:

1. That the improvements planned and implemented to meet the Comprehensive Performance Assessment requirements with regard to complaints be noted.

2. That the approach proposed for improved complaints handling be endorsed.

Chief Executive (Vicky Jolly/ Emma Gordon)

60

HAMPSHIRE COUNTY COUNCIL CATERING SERVICES (HC3S) - BUSINESS ENVIRONMENT

The Committee considered a report of the Director of Property, Business and Regulatory Services (Item 8 in the Minute Book) on the trading position of the County Council's in-house catering unit (HC3S). Neil Jones attended and elaborated on the current deficit of HC3S which was likely to continue next year; on the other hand he drew attention to the fact that the various business units taken overall were in credit and had reserves which could be used to help each other. With regard to HC3S, television publicity had had a serious impact on the numbers of meals sold in schools which led to the financial deficit. The trend for healthier meals had also led to increased costs and reduced take-up. The main aim was currently to hold prices so far as possible and achieve a sustained increase in the numbers of pupils taking school meals, as a means of returning to a stable and balanced financial position. Other salient issues mentioned by Members were:-

· The availability of Government grant and the Million Meals campaign.

· Getting the message of healthy eating across to schools, Governors, Headteachers and parents.

· The impact of pay and benefits on the finances of HC3S which might increase financial pressures next year.

· Doubts about the wisdom of withdrawing free school meals for supervisory staff.

Members asked for a report on progress to go to them and to the Buildings, Land and Procurement Panel in a year's time.

DPBRS (Neil Jones)

Chief Executive

(Emma Gordon)

61

BUDGET MONITORING 2007/08

The Committee considered a report of the County Treasurer (Item 9 in the Minute Book) on financial monitoring information, as submitted to the Cabinet in September. The County Treasurer gave outline details of recent Government financial announcements, which were unlikely to have a favourable effect on the County Council. A detailed briefing on County Council finances was being held on 29 November.

One specific issue of financial significance identified by the Committee was the need for better and earlier information from the Health Service on the numbers of children coming into the Early Years system.

County Treasurer (Bevis Ingram)

Chief Exec

(Emma Gordon)

62

UPDATE ON HANTSDIRECT CONTACT CENTRE

The Committee received a presentation by Michelle Smith, Chief Executive's Department, on progress with implementation of Phase I of the Project Plan. A copy of the presentation is set out as Item 10 in the Minute Book. It was noted that queries relating to the Blue Badge Scheme had not yet been transferred to the Contact Centre because of recent Government changes to the rules.

Among the observations made by Members were:

· The incidence of staff turnover in the Contact Centre - some 30% since June, although there seemed to be no particular trend as to reasons.

· The rapid improvement over the last two months in the numbers of calls answered promptly, now 95%.

· The vital need for effective communication with the public as to the changes to the telephone numbers and when they come into effect.

· The need to make it absolutely clear which number applied to which service in order to avoid confusion.

· The scope for improved customer service as the system would allow calls to be personalised and prioritised.

Members asked for copies of the posters showing which numbers applied to which services.

Chief Exec

(Michelle Smith) to send to Members - YYPRSC

63

REVIEW OF SCRUTINY ARRANGEMENTS

This would be the subject of a workshop session during the afternoon of 16 October.

64

REVIEW OF FURNITURE PROCUREMENT AND REPLACEMENT

As already noted, the final meeting in public would be held on 5 December and would be carried out by the existing membership, with a view to a report back coming to the January Committee.

Chief Exec

(Emma Gordon)

65

THE COMMITTEE'S WORK PROGRAMME

The Committee considered the report of the Chief Executive (Item 13 in the Minute Book) on current and future issues which might require scrutiny. Members suggested that the backward looking areas of the programme could now be deleted, and together with two of the items identified - services for the 14-19 year age group and the young carers' budget - which were now being dealt with in the Children and Young People's Plan as a result of the recent Joint Area Review.

The Work Programme would therefore include current and future items only and would incorporate the various updates identified elsewhere in these Minutes.

Chief Exec

(Emma Gordon)