Access to the services provided by Waveney District Council is 'fair' but there are 'uncertain prospects for improvement' according to the first of two reports on the Council released today by the independent Audit Commission.
On a scale from zero to three stars, the Audit Commission inspection team gave the Council a 'fair' one-star rating for its performance in enabling customers to access its services. The report shows that performance has improved, although from a low starting point, thanks partly to the development of the Marina Centre and the introduction of a telephone contact centre. But although there is a commitment to improving access across the Council there are no specific plans for future improvement, and inconsistencies in access arrangements still exist.
Edwina Child, Audit Commission senior manager, said:
'The Council recognises the importance of improving access to services for residents and for visitors to Waveney. It has taken some positive steps towards this, such as the development of the Marina Centre. But it needs to do more to ensure good access for all, including vulnerable and minority groups, not least by applying customer care standards more consistently across all its services'.
Strengths include:
- The telephone contact centre, the Marina Centre and the development of an integrated customer service team have helped improve customer access, and this has been recognised by customers themselves
- There is a strong focus on improving access across the Council
Weaknesses include:
- Feedback from service users and non-users is gathered but is not consistently used to drive improvement
- Customers have not been sufficiently involved in developing access arrangements
- There is no clear plan for the future development of customer services across the Council
Recommendations include:
- Developing and implementing, in consultation with the public, a plan for improving customer access across all areas of the Council
- Ensuring that there is a consistency of approach to access across the Council
- Setting challenging targets for customer access that will get results that the public will notice
Copies of the report are available from Waveney District Council or from the Audit Commission website at www.audit-commission.gov.uk
Notes to editors
- Access to services is applicable to all councils and all council services. It is about focusing services to meet the needs of all sections of the community and to improve outcomes for all. An accessible organisation places the customer at the heart of service delivery. It knows what local people want and has organised itself to deliver this.
- The Audit Commission is an independent watchdog, driving economy, efficiency and effectiveness in local public services to deliver better outcomes for everyone.
- Our work across local government, health, housing, community safety and fire and rescue services means that we have a unique perspective. We promote value for money for taxpayers, auditing the £200 billion spent by 11,000 local public bodies.
- As a force for improvement, we work in partnership to assess local public services and make practical recommendations for promoting a better quality of life for local people.
- Further details about the role of the Audit Commission can be obtained from our website.
For further information please contact Eric Ludlow on 0844 798 4183