Transcript Scrutiny review

Annual review of Corporate
Issues Overview & Scrutiny.
Karen Lucas
24 August 2009
Aims and objectives of the session
• To provide members with the opportunity to consider
progress; what has worked and what has not.
• To provide the opportunity for new members of this
committee to gain an understanding of the topics
covered by this scrutiny.
• To consider future developments and priorities.
What is Scrutiny
Challenge: To provide critical friend challenge to
executives, external authorities and agencies
Engagement: To reflect the voice and concerns of the
public and its communities
Leadership: To support community leadership and
effective representation
Performance improvement: To make an impact on the
delivery of public services
Centre for Public Scrutiny: Four principles
Role of Overview and Scrutiny
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Holding to account (including power of call-in; )
Performance management
Policy review
Policy development
External scrutiny
Services provided by the Customer &
Support Services Directorate.
• Finance.
• Human Resources.
• ICT Services.
• Customer Services.
• Law and Administration.
Topics covered by this committee:
• Marketing & communication
• Human resources
• Procurement
• Customer services/call centre
• ICT
• Complaints
• Programme management
• Customer and support services
• Equalities
Work programme event & community
consultation.
Communication was raised as an issue at our work
programme event.
Community consultation – attending various forums and
circulated questionnaires via community committee,
leisure centres & via our web site etc
Looking back & to the future –
discussion.
• What has worked ?
• What has not worked ?
• What do we need to do more of?