Access report welcomed

A report into how customers access the services provided by Hertsmere Borough Council has been welcomed.

Earlier this year the Audit Commission undertook an access to services inspection - a cross-cutting inspection which looked at four broad areas: ease of access to services; using e-government to support access to services; reaching all parts of the community; and partnership working.

The Audit Commission team gave the authority a 'fair' rating and gave recommendations as to where improvements could be made.

In its report, published this week, it states:

The service is a fair, one-star service because:

• the council is easy to contact, responsive and seeks to deal with customers' enquiries at the first point of contact
• the quality of information promoting council services is good and many services can be accessed electronically
• both physical and remote access arrangements are improving
• the approach to diversity and equality is good
• there are some positive examples of service specific consultation and engagement activities, including receiving external recognition for its youth engagement activities.

The report goes on to note areas where service can be improved, such as developing a comprehensive understanding of community and customer needs to inform its service design and target improvements, and makes a number of recommendations.

However it continues: "There is a clear commitment among councillors and staff to improve the service as well as other council services. The relevant strategies and building blocks have clear plans to be put in place. Through internal and external investment clear improvements can be seen to enable the public to contact the council more easily through various communication channels. Workforce planning and management is effective and training to support better access to services is good."

Councillor Morris Bright, Leader of the Council, said: "The report is encouraging as it recognises the hard work that officers have put in to developing our access channels but it also highlights areas were we can further improve and this is useful and will be used to help us enhance our services."

Read the report by the Audit Commission