Agenda No 10

AGENDA MANAGEMENT SHEET

Name of Committee Cabinet

Date of Committee 17 June 2010

Report Title One Front Door – Leamington

Summary This report sets out the recommendations for Cabinet to consider the development of a business case with District Council partners for the provision of a One Stop Shop incorporating the Registrars at the Royal Pump Rooms in .

For further information Kushal Birla Head of Customer Adrienne Bellingeri Customer please contact: Service and Communications Contact Manager Customers, Customers, Workforce and Workforce and Governance Governance Directorate Directorate kushalbirla@.go adriennebellingeri@warwic

v.uk kshire.gov.uk

Alison John Communications Manager Customer, Workforce And Governance Directorate [email protected]

.uk

Would the recommended N/A decision be contrary to the Budget and Policy Framework?

Background papers Delivering the Customer Service and Access Strategy 27th June 2006

CONSULTATION ALREADY UNDERTAKEN:- Details to be specified

Other Committees

Local Member(s)

Other Elected Members

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Cabinet Member √ Cllr Butlin √ Cllr Hayfield

Chief Executive

Legal √ Sarah Duxbury

Finance √ Chris Kaye

Other Chief Officers

District Councils √ Susie Drummond

Health Authority ......

Police ......

Other Bodies/Individuals

FINAL DECISION N/A

SUGGESTED NEXT STEPS: Details to be specified Further consideration by this Committee

To Council

To Cabinet

To an O & S Committee

To an Area Committee

Further Consultation

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Agenda No 10

Cabinet – 17 June 2010

One Front Door Business Case – Royal Pump Rooms in Leamington Spa

Report of the Strategic Director of Customers, Workforce and Governance

Recommendation

That Cabinet supports the production of a business case to explore the potential for a One Stop Shop at the Royal Pump Rooms in Leamington Spa rather than at Riverside House Leamington Spa as previously proposed

1. Purpose of the Report

1.1. The purpose of this report is to introduce seek member approval for officers to develop a business case for the establishment of a face to face customer service outlet in the Royal Pump Rooms in Leamington Spa. The business case will be prepared in collaboration with colleagues in Council.

2. Introduction

2.1. The County Council has the strap line ‘Working for Warwickshire’, requiring us to put citizens, customers and clients at the very core of our business thinking and service delivery.

2.2. On 27 June 2006, Cabinet approved the Customer Service & Access Strategy. The Strategy outlined Warwickshire County Council’s vision for customer service and its aim was to put the customer at the heart of everything the Council does, recognising the importance of customers’ needs and ensuring that our services are driven and shaped by all those who live, work and visit Warwickshire through embedding a passion for customer focus across the organisation.

2.3. The Strategy is clear about the need to develop joint access approaches with our partners, including District and Borough Councils, Police, PCT to develop the gateway required to enhance the experience of public services in Warwickshire. The formation of a partnership arrangement with all District and Borough Council’s commenced 8 years ago under the Warwickshire On-Line

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Partnership (largely based around technical infrastructures), which has since evolved in to the Warwickshire Direct Partnership with the wider reaching agenda of joint service delivery.

2.4. Following the approval of the Customer Service and Access Strategy, the establishment of the One Stop Shop network was identified as one of the core priorities.

2.5. To date there have been four One Stop Shops established within the Warwick District area. These outlets (, Lillington, and Warwick) have all proven to be successful in responding to customer need and a sound model for partnership working.

3. Leamington One Stop Shop background information

3.1. Developing the One Stop Shop in the Royal Pump Rooms has been the basis of discussions some time ago. However, physical constraints ruled that the venue was not suitable. As a consequence it was agreed that the fifth One Stop Shop in the District would be established at Riverside House in Leamington Spa.

3.2. Significant progress had been made towards the Riverside House implementation including staff consultation, training and a formal tender process resulting in the issuing of an ‘Intent to Award’.

3.3. Recent events have seen a decision to re-consider the Royal Pump Rooms;

3.3.1. The closure of the Tourist Information Centre (TIC) sees the release of physical space in the Royal Pump Rooms.

3.3.2. Transport links would need to be established to make Riverside House accessible to all potential service users which proved to be extremely expensive on investigation.

3.3.3. The move towards self service capability within the Library service represents ideal timing for the reconceptualising service delivery in the Royal Pump Rooms.

4. Business Proposal

4.1. It is intended that a full business case be constructed to determine the appropriateness and long term sustainability surrounding the establishment of a One Stop Shop at the Royal Pump Rooms.

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4.2. Implicit in the establishment of such a case are the following assumptions from a Warwickshire County Council perspective:

4.2.1. Retention of the previously agreed £322,500 capital funding from Warwick District Council

4.2.2. Exploration of partnership opportunities extended beyond the WDC WCC relationship to encourage additional agencies to support the initiative and compliment the service offering.

4.2.3. Reduction in duplication of customer enquiries and the resultant requirement for customers to have to make more than one customer journey

4.2.4. Full integration of WDC and WCC staffing across the District with the introduction of a ‘hub’ approach to staffing introducing greater flexibility and enabling staff to move between any of the five outlets

4.2.5. Confirmation that any required changes will not compromise the ongoing provision of library services

4.2.6. Encouragement of customers to make greater use of the facilities currently managed through the building and therefore greater exposure to library, heritage and culture services and giving continued access to a registration service

5. Recommendation

That the Cabinet:

1. Support the production of a business case to explore the potential for a One Stop Shop at the Royal Pump Rooms in Leamington Spa rather than at Riverside House Leamington Spa as previously proposed

DAVID CARTER Strategic Director, Customers, Workforce & Governance

Shire Hall Warwick

17 June 2010

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