Agenda item

Service Led Improvement

Report by the Director of Finance and Support Services providing an update on the Council’s redesign activities, achievements of the Step Up Programme and the Whole Council Design Programme, and outlining key programmes to be delivered under the next phase of Service Led Improvement.

 

The Committee is asked to scrutinise and comment on the report, with a particular focus on ensuring:

 

1)   The savings, costs achieved to date, and what has been achieved in terms of transformation and improving efficiency/effectiveness across the Council have been identified;

 

2)   The refreshed programme focusses on the priorities of the County Council going forwards;

 

3)   There are clear and achievable costs and savings identified within the programme budget along with an indicative timeline for achieving the savings; and

 

4)   Risks to achieving the improvements have been identified and are being managed.

Minutes:

68.1  The Committee considered a report by the Director of Finance and Support Services (copy appended to the signed minutes).  The Chairman reminded the Committee that the report was due to be presented at the 19 March meeting which was cancelled due to the outbreak of Covid-19, that the report was written prior to the pandemic, and that the priorities for the project reflect the position in March and may now be slightly different.

 

68.2  The Cabinet Member for Economy and Corporate Resources introduced the report and summarised key information.  The Step-Up programme produced good initial outcomes for the Council and was followed up by the Whole Council Design (WCD) programme which drew on the involvement of consultants PricewaterhouseCoopers (PwC) to further develop the redesign programme.  The Service Led Improvement programme now seeks to address key areas for improvement including customer digital enablement, support focus, and smart core IT systems for which a recent decision has been made.  The need for an engaged culture of collegiate collaboration with Council services was highlighted.

 

68.3  The Committee made comments in relation to the service led improvement report including those that follow. It:

·       Commented that in light of the significant impact of Covid-19 on the economy generally and the Council’s services specifically, and any subsequent amendment needed, should this risk arising from the SLI programme be noted in its risk implications and mitigation assessment.  The Cabinet Member for Economy and Corporate Resources agreed that the information on the corporate risk register should be reconsidered in light of the Covid-19 impact, however there is no excessive risk to the programme. 

·       Highlighted the impact of the pandemic in shaping ongoing behavioural change and driving residents to contact the Council via digital channels, and queried whether the Council are prepared for this change in behaviour.  The Cabinet Member for Economy and Corporate Resources commented that the increase in residents seeking to engage digitally with the Council presents a key opportunity to further develop digital enablement, however this may not remain across all areas of Council business.  The SLI programme will aim to address this and manage the ‘new normal’.  The numbers of staff working from home is being monitored and the Cabinet Member recognised and commended the work of the IT department in responding to the increased level of demand. 

·       A Member commented that previous Member oversight of the programme could be viewed as not adequate and asked the Committee to consider how confidence in the governance of the programme can be assured.  It was suggested that consideration be given to whether future transformation projects over an agreed value should have their governance arrangements agreed by the Cabinet Member, be subject to scrutiny, and whether an Access to Resources Panel should oversee access to expenditure.  The Chairman noted that recommendations regarding the governance of the transformation programme had been made in the TPM item.

 

68.4  Resolved:-

 

1)   That the Committee recognises there has been a programme of improvements over the previous few years in order to improve service delivery and value for money;

 

2)   That the Committee recommends the Service Led Improvement Plan now be reset in order to realign with the reset West Sussex Plan and the Council’s future expectations, and that the Committee be included in this process; and that

 

3)   The Committee reiterates the previous recommendation that the governance arrangements be reviewed to ensure Member oversight of the project is maintained.

Supporting documents: