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Agenda and draft minutes

Extraordinary, Business and Commercial Services Board
Wednesday, 7th August, 2019 5.00 pm

Venue: Hollybank Room, Public Service Plaza, Civic Centre Road, Havant, Hants PO9 2AX. View directions

Contact: Mark Gregory  Democratic Services Officer

Items
No. Item

16.

Exclusion of Press and Public

The Board is asked to consider whether to pass a resolution excluding the public from the meeting during consideration of any of the items on the agenda.  If members wish to do so then this could be achieved by passing the following resolution.  Members are not required to pass the resolution but the Solicitor to the Council recommends this as to the item set out below.

 

That the public be excluded from the meeting during consideration of the item headed and numbered as below because:

           

it is likely, in view of the nature of the business to be transacted or the nature of the proceedings, that if members of the public were present during that item there would be disclosure to them of exempt information of the descriptions specified in paragraphs of Part 1 of Schedule 12A (as amended) of the Local Government Act 1972 shown against the heading in question; and

 

in all the circumstances of the case, the public interest in maintaining the exemption outweighs the public interest in disclosing the information.

 

Item  2                 Challenge Session – Head of Customer Services (Paragraph 3)

 

Paragraph 3        Information relating to the financial or business affairs of any particular person (including the authority holding that information)

Minutes:

RESOLVED that the public be excluded from the meeting during consideration of the minute headed and numbered as below because:

 

it was likely, in view of the nature of the business to be transacted or the nature of the proceedings, that if members of the public were present during those minutes there would be disclosure to them of exempt information of the descriptions specified in paragraphs of Part 1 of Schedule 12A (as amended) of the Local Government Act 1972 shown against the heading in question; and

 

in all the circumstances of the case, the public interest in maintaining the exemption outweighs the public interest in disclosing the information.

 

Minute 17 – Challenge Session – Head of Customer Services

 

(Paragraph 3)

 

17.

Challenge Session - Head of Customer Services

Minutes:

Further to Minute 4/2/2019, the Board received a presentation form the Head of Customer Services providing the information requested by the Board in February 2019.

 

In response to questions raised by members of the Board, the Head of Customer Services advised that:

 

(a)          if the Council did not require Council Tax bills to be paid from 1 April, this Council and the other precepting authorities would run into cash flow problems;

 

(b)          a case number was not necessary to chase up progress with complaints/requests logged with customer services; details of the address were sufficient to find the relevant case; and

 

(c)          CAPITA were required under the contract to seek improvements to their systems with the expectation that these enhancements would reduce costs to the Council.

                  

The Head of Customer Services agreed to follow up the following actions:

 

(1)          investigate whether the Council’s telephone system informed the customer where they were in the queue - generally a message is not used, when there is a high volume of calls, specific messages are deployed to inform customers of longer waiting times and alternatives i.e. payment line or Online etc;

 

(2)          to check on the costs for replacing broken waste bins;

 

(3)          provide a copy of the slides; and

 

(4)          provide the email address for Customer Services.