The Finance & Performance Scrutiny Panel of Enfield Council met on Tuesday 16 January 2024 to review the council's financial performance, customer service, and procurement legislative changes. The meeting also covered the performance of council companies and the council's capital and revenue monitoring reports.

Customer Service Performance

The panel was scheduled to receive an update on Customer Service performance data, covering aspects such as self-service options, website analytics, customer experience, and the contact centre. The report highlighted the team's continuous efforts to improve front-door services and customer experience across the organisation, using data and feedback to refine delivery models. Key successes included increased library visits and a rise in online interactions, alongside a decrease in telephony enquiries and the launch of a new chatbot. The report also noted that while external organisations are struggling to meet customer expectations post-pandemic, Enfield Council is reporting positive progress, with increased customer satisfaction ratings for its contact centre. However, further investment in technology, processes, and people was identified as necessary to achieve customer service ambitions.

The report detailed the performance of Libraries & Community Hubs, which facilitate face-to-face customer enquiries and work with over 100 partners. Recent successes include award-winning library designs and the creation of new facilities like sensory spaces and makerspaces. Community Hubs deliver early intervention programmes supporting employment, skills, and financial matters. Key Performance Indicators (KPIs) showed increases in library physical visits, digital use, and community hub visitor numbers.

Performance of the Customer Contact Centre and Webchat was also to be discussed, with improvements underpinned by digital transformation projects. These included the implementation of a new Customer Relationship Management (CRM) and Content Management System (CMS), a new customer satisfaction system, and the replacement of the telephony platform. Demonstrable evidence of channel shift was noted, with reduced call volumes attributed to agents guiding callers to self-serve capabilities online. Webchat functionality, including chatbot automation, has also established itself as a complementary contact channel. Customer satisfaction ratings for both telephony and webchat were reported as positive, with improvements anticipated following the go-live of a new telephony platform.

A case study on improving customer experience for residential waste collections was also scheduled. This highlighted how data and expertise from Customer Services supported a multi-disciplinary approach to address a growing increase in missed bin collection complaints. As a result of improvements, repeat missed bin complaints have fallen significantly.

The report also covered Unified Communications Technology, Tools and Future Aspirations, detailing the completion of the first phase of a project to replace the telephony platform for the Contact Centre, Council Housing Repairs call centre, and the IT Service Desk. Phase 1 served as a proof of concept, with Phase 2 involving procurement for council-wide telephony. The wider ambition includes rationalising telephony platforms for revenue savings and improving end-to-end customer experience monitoring.

Council Companies

The panel was scheduled to receive an overview of the purpose, operation, and financial position of Enfield Council's four operational companies: Lea Valley Heat Network Limited (trading as Energetik), Housing Gateway Limited (HGL) and its subsidiary Enfield Lets, Montagu Limited Liability Partnership, and Meridian Water Estate Management Company.

For Energetik, the report detailed its establishment in 2015 to develop and operate community energy networks. It has four operational heat networks, with a fifth expected soon. Total funding of £94m has been approved, with a significant portion drawn down. Energetik is updating its business plan to reflect economic changes and revised development timelines, and will not enter new contractual commitments until this is complete.

Housing Gateway Limited (HGL), established in 2014, provides affordable rented accommodation to assist the Council with temporary accommodation challenges. HGL has built a portfolio of 632 homes, funded by Council loans and grants. The company has been minimising debt exposure by using cash reserves to purchase properties. HGL has made financial profits in recent years and is forecast to continue doing so. Discussions were scheduled regarding the potential for HGL to change current rents to reflect market rent levels from April 2024. Enfield Lets, an ethical letting agency operating as a division of HGL, was also to be discussed.

Montagu Limited Liability Partnership, established in 2018 as a 50:50 joint venture with Henry Boot Developments Ltd, aims to redevelop the Montagu Industrial Estate. Phase 1 is complete, and work is ongoing with Henry Boot Limited to review how Phase 2 will be delivered.

The Meridian Water Estate Management Company, established in December 2022, is responsible for setting up a framework for the procurement and provision of services to residents of Meridian Water, including highway and grounds maintenance, waste, and utilities.

Procurement Legislative Changes

The panel was scheduled to receive an update on the key features of the new Procurement Act 2023 and the NHS Provider Selection Regime (PSR). The Procurement Act 2023, which received Royal Assent in October 2023, is proposed for implementation in October 2024. The PSR, intended to come into force on 1 January 2024, aims to simplify the procurement of healthcare services. The report was to summarise the core provisions of each Act, government plans, timelines, and the Council's preparatory work, including an updated impact assessment. Key changes in the Procurement Act 2023 include more flexible procedures, greater transparency, a focus on value for money and public benefit, and support for SMEs. The PSR introduces three provider selection processes: direct award, most suitable provider, and competitive process. The Council's local planning and preparation for these changes, including a stakeholder engagement strategy and training plan, were also to be discussed.

Quarterly Revenue Monitoring Report

The panel was to receive the most recent Quarterly Revenue Monitoring Report for 2023/24, based on the position at the end of August 2023. The report was expected to detail the Council's revenue forecast position compared to the budget, progress against planned savings, collection fund performance, the Dedicated Schools Grant forecast, and the impact on earmarked reserves. Recommendations included noting a forecast adverse variance of £27.452m for the financial year, a projected shortfall in savings delivery, and an in-year overspend on the Dedicated Schools Grant. The report also highlighted the challenging financial position of the council, exacerbated by the cost of living crisis, increased temporary accommodation costs, and inflation.

Quarterly Capital Monitoring Report

The panel was scheduled to receive the most recent Quarterly Capital Monitoring Report. This report was expected to provide an update on the 2023/24 capital programme, including capital expenditure incurred to date, projected full-year outturn, and anticipated outcomes from the expenditure. Recommendations included approving the removal of £71.1m budget from the 2023/24 programme, the reprofiling of £71.3m budget from 2023/24 to 2024/25, and the addition of £17.4m budget. The report was also to note a forecast full-year capital spend of £283.1m and a reduction in the general fund borrowing requirement.

Quarterly Performance Monitoring Report

The panel was to receive the Quarterly Performance Monitoring Report, presenting performance against the Council Plan 2023-26 priorities and principles. The report for Quarter 1 2023/24 (April-June 2023) was to be presented, comparing performance to previous periods for a series of Key Performance Indicators (KPIs). The RAG ratings for these KPIs (Red, Amber, Green) were to be discussed, along with actions being taken to address areas where performance is rated as red.

Work Programme 2023/24

The panel was to note the Finance & Performance Scrutiny Panel Work Programme for 2023/24. This programme outlines the topics scheduled for discussion throughout the municipal year, including P-card payment monitoring, commercial property assets, council companies, procurement legislative changes, and quarterly monitoring reports. Future topics included temporary accommodation and the Housing Revenue Account budget, and SEN children's services.