To consider the submitted report on the potential options for the rationalisation of the Connections Service.

As resolved by the Council at its meeting on 25 February 2016, members received further information on the potential options for the rationalisation of the Connections Service (as set out in the submitted report).

It was proposed by Councillor Haddock and seconded by Councillor Thomas (D):

(i)         that the Connections service be centralised within Paignton Library and Information Centre by end of September 2016, together with an appointments based system being available in Torquay and Brixham;

(ii)        that it be noted that the appointments based system will ensure that there is working day emergency availability of appointments to ensure appropriate capacity remains to meet the needs of our most vulnerable individuals;

(iii)       that Customer Services continue to introduce new technologies and revised business processes or delivery methods to further reduce footfall in our Connections offices (i.e. new processes for bus pass applications, parking permits and overseas pension verification and document scanning); and

(iv)       that it be noted that the introduction of new technologies and revised business processes or delivery methods will enable the centralised service to move quickly to an appointments only service in all three towns.  This will occur as soon as possible and in any event no later than the end of September 2017.  This will assist the Council in making potential future savings, whilst maintaining an efficient service and protecting our most vulnerable.

On being put to the vote, the motion was declared carried (unanimous).

(Note:  Prior to consideration of Minute 21, Mayor Oliver declared his pecuniary interest and withdrew from the meeting.)

To consider making recommendations to the Council in relation to the rationalisation of the Connections Offices.

Having received a briefing previously on the options which had been considered for the future operating model of the Connections service, the Executive Lead for Business attended the meeting of the Board and confirmed that he would be recommending to the Council that the option of centralising the Connections service at Paignton Library and Information Centre be agreed.

The Executive Lead went on to explain that, having analysed the reasons for visits to Connections, there was a need to review how certain services (such as concessionary bus passes and car park permits) were provided in order to be as efficient as possible, reduce demand within Connections and change customer behaviour. 

The Board reflected that it was right to examine the wider customer service needs of the community and that this should be considered within the Transformation Programme to ensure that changes in services did not happen in isolation.