Agenda and minutes

Venue: The Breckland Conference Centre, Anglia Room, Elizabeth House, Walpole Loke, Dereham, NR19 1EE

Contact: Democratic Services  01362 656870


No. Item


Minutes (Agenda item 1) pdf icon PDF 192 KB

To confirm the minutes of the meeting held on 28 October 2021.


The Minutes of the meeting held on 28 October 2021 were agreed as a correct record.


Apologies and Substitutes (Agenda item 2)

To receive apologies for absence and to note substitute Members in attendance.


Apologies for absence were received from Councillors Bushell, Dale, Eagle, Kiddle-Morris, Ian Martin, Nairn, and Turner.  Councillors Askew and  Wilkinson were in attendance as substitutes.


Chairman's Announcements (if any) (Agenda item 3)




Urgent Business (Agenda item 4)

To note whether the Chairman proposes to accept any item as urgent business pursuant to Section 100(B)(4)(b) of the Local Government Act 1972.




Declaration of Interests (Agenda item 5)

The duties to register, disclose and not to participate for the entire consideration of the matter, in respect of any matter in which a Member has a disclosable pecuniary interest are set out in Chapter 7 of the Localism Act 2011.  Members are also required to withdraw from the meeting room as stated in the Standing Orders of this Council.



None declared.


Non-Members wishing to address the Meeting (Agenda item 6)

To note the names of any non-members or public speakers wishing to address the meeting.


Councillor Hewett, the Executive Member for Property & Projects and Councillor Suggitt, the Executive Member for Planning, Leisure & Contracts were in attendance.


Councillor Suggitt was in attendance on behalf of Councillor Robinson, the Executive Member for Customer, Digital & Performance.


Key Performance Indicator Proposal (Agenda item 7) pdf icon PDF 121 KB

Report of Councillor Mark Robinson, Executive Member for Customer, Digital and Performance.

Additional documents:


On behalf of Councillor Robinson, the Executive Member for Customer, Digital & Performance, Councillor Sarah Suggitt, the Executive Member for Planning, Leisure & Contracts introduced this item.


Members were informed that the proposed indicator list had been assembled in line with the Council’s new Corporate Plan and would provide updates on the way that the Council was performing against what it had set out to do.  The changes had been made based on the feedback received from the Overview & Scrutiny Commission as well as working alongside the Corporate Management Team to revise this list.  Approval was sought to agree the revised Key Performance Indicator (KPI) list and recommend to Cabinet for approval in the New Year.  


Claire Burton, the Organisational Development & Performance Manager presented the report and was pleased to announce that the number of KPIs had been reduced to 25.  The main changes made since presented to the Commission previously were the Climate indicators that had been reduced in line with the agreement to report annually on the Climate Strategy.  The community’s indicators had been removed due to the numbers but would still be reported publicly in some form moving forward.  Finally, the satisfaction indicators had been removed as further work was required and this would be reported once this work had been completed.


In view of the current situation, in respect of the lack of staff and the problems with enforcement, Councillor Wickerson asked if it was possible, under the planning heading, to have a KPI for the responses to requests received by the Enforcement Team as he was aware of examples, certainly in Swaffham, of communications with the Team back in June 2021, that had still not had any response.  He felt that it was important to have some measure for this particular activity.


Councillor Birt had several queries and comments to make.  He asked for confirmation on the first three items including the jobs supported and was aware that there was some available data but asked for clarification on what the description under these items actually meant.


In response, Rob Walker, the Deputy Chief Executive explained that those listed were the ones that the Council had direct influence on and could be quantified on an outcome. 


Under Customer Contact, and the number of days customer contact dropped below 90%, Councillor Birt felt that this was an arbitrary 90% of an arbitrary target and wondered how this would be calculated, and what it meant, as he felt that by just having one single number was unhelpful.  He had noticed that there were quite a few indicators that just had a percentage against them, and he felt that it would be useful, in almost all of these indicators, to know the magnitude; for example, under the percentage of automated customer webchat, how many were successful out of how many calls rather than just having a percentage calculation.


Also, under the Chatbot indicator webchat interactions, he wondered how this was going to be measured, unless there was a message at the  ...  view the full minutes text for item 105/21


Task and Finish Groups (Agenda item 8)


Serco Task & Finish Group

To confirm the following arrangements for the Serco Task & Finish Group:

Ø  Confirm the Members of the Group

Ø  Agree the Terms of Reference


The Chairman was pleased to announce that the following Members had put their names forward to sit on this Task & Finish Group:


Councillor Harvey

Councillor Wickerson

Councillor Turner

Councillor Wilkinson

Councillor Morton

Councillor Atterwill; and

Councillor Birt.


Councillor Wilkinson had also put his name forward to be the Chairman of this Group; however, in accordance with the Constitution, substitute Members were unable to be appointed to this position.


Members were informed that Councillor Turner had also put her name forward, and following a vote, it was agreed that Councillor Turner would be appointed as Chair of this Task & Finish Group.


In respect of the Terms of reference for this Group, Riana Rudland, the Assistant Director of Contracts & Operations advised that there were three points to examine:


·        To scrutinise the current performance of the Serco contract

·        To examine the impact of Covid and national supply chain issues on the mobilisation of the contract; and

·        To examine the governance arrangements in place to manage and monitor the contract.


Councillor Jermy felt that relevant people should be invited to these meetings so that their points of view could be heard which he felt had been covered in the Terms of Reference above.


The Chairman reminded Members that this Task & Finish Group was an extension of the Overview & Scrutiny Commission and was not a decision-making body.


resolved that the Serco Task & Finish Group be established, and the Terms of Reference be agreed.


Outside Body Feedback (Standing Item) (Agenda item 9)

To receive an update from representatives on Outside Bodies.



The Vice-Chairman reported that the Norfolk Health Overview Scrutiny Committee had cancelled their next meeting.


Councillor Wilkinson reported that the Mental Health programme for young people and families should be up and running in the new year. Also, the Queen Elizabeth Hospital in Kings Lynn had been granted permission to construct some new buildings which had been funded by Government.  In the interim, work had begun on a new endoscopy unit which had been funded by an emergency national capital investment to modernise the Hospital.


The Hospital had been pushing for funds for a completely new Hospital, but in the meantime, it was crucial to invest in the building.  This investment would provide the necessary space to allow the movement of wards and the installation of failsafe’s where needed to improve the safety and delivery of some services.


Scrutiny Call-ins (Standing Item) (Agenda item 10)

To note whether any decisions have been called-in for scrutiny.




Councillor Call for Action (Standing Item) (Agenda item 11)

To consider any references.




Work Programme (Agenda item 12) pdf icon PDF 142 KB

(a)          A copy of the Commission’s work programme is attached.  The Commission is asked to agree any additions, deletions or amendments to the programme as appropriate.


(b)        Member Issues:  In accordance with the Commission’s protocol for member leadership, which states that members of the Commission will take the lead in selecting topics for overview and scrutiny and in the questioning of witnesses, members are invited to put forward items for selection for future review.


A copy of the Key Decision Plan is attached for Members’ information.

Additional documents:


The Vice-Chairman had noticed that there was nothing planned for the meeting on 10 March 2022 yet there were a number of items that had dates to be confirmed.


In response, the Chairman assured Members that he would look for some of these to be slotted into the March meeting.


Next Meeting (Agenda item 13)

To note the arrangements for the next meeting to be held on Thursday 27 January 2022 at 10.00am in the Anglia Room, The Conference Centre, Elizabeth House, Walpole Loke, Dereham.




The arrangements for the next meeting on Thursday, 27 January 2022 at 10am in the Anglia Room were noted.