The
Performance and Contract Management Committee have convened a
Working Group to oversee the year three review of the
council’s Customer and Support Group (CSG) contract with
Capita Business Services Ltd.
This CSG contract
provides the council’s main internal support services,
including HR, finance, IT and estates, as well as the more
outward-facing customer services (face to face, customer contact,
telephone call centre, and website) and the revenues and benefits
service.
The CSG review is an
opportunity to assess the performance and service delivery from the
first three years of the contract and to ensure that the contract
is best placed to meet the future needs of the council.
The review will look at
ways to improve services and residents’ experience of
contacting the council, as well as identify opportunities for
savings in response to the changing needs of the council and the
borough.
The
Group would like to hear the views of residents, traders and local businesses about
the contract, in particular in respect
of:
o
Their experiences of contacting the council through
the face to face contact centres at Burnt Oak and Barnet House,
through the telephone system, or via the website
o
Their experiences of interacting with the revenues
and benefits service
o
Suggestions for how these services might change to
meet the changing needs of residents
o
Any other aspects of the operation of the
contract
A
meeting of the working group will be taking place in public on
Monday 25th July 2016 at 7.00pm at Hendon Town Hall to
allow people to present their views to the working
group.
Members
of the public will be able to present their views to Councillors in
the form of a written statement and/or by addressing the
meeting. Councillors may wish to ask questions to clarify the
points being made. The council will not
respond to individual submissions, but will consider them as part
of the overall evidence base that will inform the outcomes of the
review.
The
deadline for submission of written statements and requests to
address the meeting is 10.00am on Wednesday 20th July
2016.
For
further information about how to get involved, and to submit
written statements please contact Helen Sunderland (helen.sunderland@barnet.gov.uk 0208 359
3790).
The Group has discretion to determine its own working
arrangements. For this review, they have decided to hold one
meeting in public. The council is committed to
conducting the contract review openly and transparently, while
balancing the need to conduct consideration of its commercial
negotiating position privately. The
Performance and Contract Management Committee will receive regular
reports on the progress of this contract review and will consider
any recommendations made by the Working Group in due course.