CCC Policy Network 1 st July 2011

1. CCC Policy Network1st July 2011 Dawn Roberts, Assistant Director of Policy and Performance

2. Purpose of today’s session To share information on strategy and policy development work being done across the organisation and ideas about where we can work together to help each other

3. Instant Atlas: Update Rebecca Raw - Research, Information and Intelligence Officer Performance & Intelligence Unit - July 2011

4. Feedback General comments: • Positive comments – maps very useful, layout is intuitive; • Really useful tool to inform planning processes and target resources; and, • Supports transparency.

5. Feedback Immediate Actions: • A number of datasets suggested – i.e. population density, average rents, CACI, IMD 2010, service user data; • Equality – protected characteristics; • Importance of keeping up to date - system developed for keeping all datasets up to date.

6. Feedback Further networks: • Lots of potential user groups identified who would benefit from demo; • Immediate work included - Trading Standards, Nursing Students, Scrutiny Network, Adult Social Care, Crime and Disorder Reduction Partnership (CDRP).

7. Future Development (1) Key Message - future promotion to focus on using the atlas to support strategic planning and targeting of resources. Provide a worked example of an atlas used to support strategic planning to present to Extended CMT, Chief Executives Group and Local Committees.

8. Future Development (2) Adult and Local Services Atlas: • Working with Performance Improvement Team within Adults and Local Services; • Selected key contextual information combined with with service user data; • Engagement with County Managers; • Present atlas as evidence base for developing district plans to target services.

9. Future Development (3) Children’s Centre Footprint, Childcare Sufficiency Assessment and Children’s Services Atlases: • Working with colleagues within Children’s Services; • Contextual information, service user and survey data; • 3rd party contractors – demonstrate planning based on evidence; • Children’s Centre Staff & Ofsted – identifying successful interventions and tackling issues.

10. Future Developments (4) Longer term focus is on meeting the requirements of statutory needs assessment activity in Cumbria. Linked to our Thematic Partnerships: • Children’s Atlas – Building on Child Poverty Assessment • Economic Atlas – Beginning with datasets relating to Cumbria’s Economic Assessment • Safer and Stronger Atlas – supporting Strategic Assessments • Heath Atlas– Links to PCT Atlas & JSNA

11. Refreshing the Customer Service Strategy Steve Tweedie Customer Services Manager ‘Creating the conditions for Cumbria’s communities to thrive by putting people at the heart of everything we do, and working with others to deliver excellent services for those who need us most.’

12. The aim of this presentation • To update the Policy Network members as to the Customer Services Strategy refresh work to date and the principles being established. • To provide details of the strategic areas of focus and the action plan emerging as a result. • To seek the groups view as to how best to create the cultural shift the strategy is proposing.

13. The 4 key strategy principles The principles are defined in the strategy from a customers perspective. • We make it easy for our customers. • We treat people with dignity and respect • We take responsibility • We use customer feedback to improve our services

14. Three strategic areas of focus Quality • A culture where excellent customer service is everyone’s business, where the focus is on the needs of the customer and not on the organisation • Staff take ownership and responsibility for enquiries • Through publicised pledges, customers know what they can expect • Customers can influence the quality of the services provided to ensure they reflect their needs • Staff deliver great customer care

15. Three strategic areas of focus Responsiveness • Feedback and insight shape and inform the development of our services • Customers are supported to make informed choices • Services are delivered in the most efficient and timely manner • Staff and customers can access up-to-date and accurate information • Customers can engage with the council effectively

16. Three strategic areas of focus Access • Customers have a choice of access • The web is the primary channel and resource for staff to access on customers’ behalf • The web is the hub of our information offering interactive access • The concept of ‘local linking’ extends the current brand and shifts the focus from buildings to service • Local teams’ expertise provides professional help from the first point of contact and ensures continuity of care

17. Questions and Group exercise Remembering that customers can be ‘internal’ as well as ‘external’ how can we embed the strategy and create the cultural shift required at the following three levels of the organisation: 1) Directorate, 2) Team and 3) Individual?

18. Making Policy Easier:Responding to Consultations Clare Killeen Strategic Policy Adviser Policy, Planning & Communities

19. Background • Work being undertaken to review our approach to responding to consultations • Responses to national consultations – not how we consult with our communities / stakeholders • Research undertaken on the management processes and issues across the organisation • Have you responded to, or contributed to, a consultation response?

20. Messages / Issues • A public statement of the Council’s policy position • Lobbying • Need to be easily accessible and highly visible, in one place, across the organisation • Clear rationale for responding – or not • From what position or perspective is a response being made

21. Over To You! • What are the things to think about when you identify an opportunity to respond to a consultation? • deciding whether to respond • developing a response • Would a checklist be helpful? • Would you find anything else helpful?

22. Equality Act Joel Rasbash Strategic Policy Adviser Policy Planning and Communities

23. Equality Act (2010) • Protects us all from discrimination and unfair treatment as: • Users of public services • Consumers • Employees, volunteers or acting in an official role (i.e. a school governor or councillor)

24. Who does the Equality Act Protect? • The Equality Act protects people based on: • Gender (including Transgender), marital status, maternity or paternity • Disability and long term health conditions • Ethnicity • Age • Sexual orientation • Religion and Belief • Carers

25. New Public Sector Duty • Applies to Public Organisations only • Must pay ‘Due Regard’ to: • Preventing discrimination, harassment and victimisation • Promote equality of opportunity for people covered by the law • Promote good relations between different groups in the local area

26. Example of challenge – Birmingham City Council • Decision to cut grants to Third Sector • No EIA of decision • Judicial Review • Restitution of funds

27. Example of Good Practice – Cumbria County Council • Disability NOW 24 – Extended access to free buses for Disabled people going to work or training before 9.30. • Consulted disability groups • Costed extension of provision • Focused on where the need was critical • Still could make savings

28. Priorities for Policy Officers • Preventing Discrimination • Making cuts fairly – Equality Impact Assessment • Promoting Equality of Opportunity • Support for projects that tackle inequality and disadvantage • Promoting Good Relations • Awareness raising activities, inter-cultural understanding, awareness of diversity.

29. Equality Impact Assessments • Ensuring decisions comply with the Equality Act and prevent challenge • Requirement for Cabinet and Local Committee decisions • Officers to produce EIA as part of advice to Members as: • Appendix to main document • Considered within the body of the report

30. Support available • Policy, Planning and Communities Team • Advice and support through EIA surgeries and training sessions • Intranet resources – EIA guidance, template and demographic data for Cumbria • http://www.intouch.ccc/equalities/default.asp

31. Thank you • Joel Rasbash • 01228 226639 • joel.rasbash@cumbriacc.gov.uk • http://www.intouch.ccc/equalities/default.asp

32. National Policy Update Clare Killeen Strategic Policy Adviser Policy, Planning & Communities

33. What has happened…? Budget 2011 & Plan for Growth • Enterprise Zones • EOI submitted • A bid under development – LEP sign-off – end of June • Planning reforms • Funding for new homes • Apprenticeship and work placements

34. What has happened…? Giving White Paper • Making it easier to give • Making it more compelling to give • Better support for those providing and managing opportunities to give

35. What has happened…? Natural Environment White Paper • Local Nature Partnerships • Nature Improvement Areas • Promoting a green economy • Reconnecting people and nature

36. What is happening…? Local Government Resource Review • Phase 1 • Local Government funding – business rates • Will report in July • Phase 2 • Community Budgets • Due to begin

37. What is happening…? Bills going through parliament • Police and Social Responsibility • Welfare Reform • Localism • Energy • Education • Health & Social Care

38. Policy Briefings available on the intranet

39. What’s coming up this month? • Public Service Reform – white/green paper • National Planning Framework • Local Government Resource Review phase 1 report • Public Health – response to consultation

40. In total …. Driving principles: • more and different providers of public services • more powers to communities • freedoms and flexibilities for local government – democratic accountability

42. In total …. Significant shift for the Council: • less prescription from government – decisions • role as service deliverer / commissioner • support to communities • support to 3rd sector • support to Elected Members • personalisation • services in localities

43. Any Comments?

44. Quick task National leadership? Pathfinder / Pilot? Early implementer? National Award Winners?

45. Council Policy – what’s coming up, what do you want help with? Dawn Roberts, Assistant Director of Policy and Performance

46. Opportunities for developing a steering group • Opportunities to develop a steering group? • Any expressions of interest?

47. Next Session • The next Policy Network Session will be held on Friday 7th October 2011 from 10:00am to 12:30pm.