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PricewaterhouseCoopers1
Action plan
Recommendation Management Response Responsible for
implementation
Timescale
1 The Service should assess the current position of the
Customer Consultation Group in order to establish a likely
timescale for undertaking a second stakeholder consultation
The East Ayrshire Customer
Consultation Group is currently
under review but Trading
Standards are committed to
undertaking a further stakeholder
consultation as part of the
development of Consumer
support Network.
Les Aitchison 31 March 2003
2 The Service should investigate implementing a
benchmarking group to allow operational, performance and
strategic comparison to be conducted to provide usable
information.
East Ayrshire has previously
conducted a benchmarking
exercise with North & South
Ayrshire and Inverclyde. We
will continue to investigate the
possibility of establishing a
formal benchmarking group with
other Authorities throughout
Scotland.
Joe Donnelly Ongoing
Appendix A
PricewaterhouseCoopers2
Action plan
Recommendation Management Response Responsible for
implementation
Timescale
3 A framework of service charges should be developed,
where standard charges are applied, for distribution to
consumers and businesses.
Service charges are set in
accordance with statutory
requirements or in line with
guidance prepared by LACORS.
There are no standard charges
applicable to consumers. The
charges applicable to business will
be displayed on the Service
website.
J Fenton 31 March 2003
4 The stock movement book relating to animal health work
should be finalised and issued
The stock movement book has
been finalised and issued to all
livestock holders.
R Clachan Completed
5 The Service should develop liaison procedures with
SERAD on a 6 monthly basis to address the risk of overlap
with inspection programmes.
SERAD issue a list of premises,
which they will be visiting in the
coming year. We will not visit
such premises unless any
problems arise.
R Clachan Completed
Appendix A
PricewaterhouseCoopers3
Action plan
Recommendation Management Response Responsible for
Implementation
Timescale
6 The Service should investigate implementing an
answer phone facility via a dedicated line, or voice
mail, in order to provide a 24 hour recording service to
consumers.
The Service has re-established a 24-
hour recording service for businesses
and consumers.
C McNicoll Completed
7 The Service should evaluate the use of the existing
Council web site to advertise the availability of
common leaflets and information packs.
The East Ayrshire council website is
currently being redesigned and the
Trading Standards Service will
advertise availability of common
leaflets and information packs as soon
as that facility is available.
J Fenton Ongoing
8 The Service should conduct the planned Home
Authority project, to tidy up the current position and
evaluate the way forward.
A complete review of Home
Authority businesses will be
conducted with the intention of
establishing formal agreements where
appropriate.
J Donnelly 31 March 2004
Appendix A
PricewaterhouseCoopers4
Action plan
Recommendation Management Response Responsible for
Implementation
Timescale
9 A staff consultation exercise should be conducted to
investigate the need for detailed inspection guidance
for junior staff/trainees, and the appropriateness of
guidance and procedures currently in place.
Although East Ayrshire Council
currently has no junior staff/trainees,
this matter is being progressed
through the WOSHOTS group.
J Donnelly Ongoing
10 The Service should investigate, with North and South
Ayrshire Councils, undertaking an Ayrshire-wide
relationship with trade organisations (e.g. Chamber of
Commerce).
This is a matter worthy of further
consideration taking into account the
political dimension.
J Donnelly Ongoing
11 The Service should continue to build upon initial
discussions to develop effective consumer advice
partnership arrangements.
East Ayrshire Council’s Trading
Standards Service is currently
developing a Consumer Support
Network in partnership with CAB and
expect to bring other organisations on
board in due course.
L Aitchison Ongoing
Appendix A
PricewaterhouseCoopers5
Action plan
Recommendation Management Response Responsible for
Implementation
Timescale
12 Protocols should be established for working with CAB,
including formal procedures and pro formas for the
referral of queries.
East Ayrshire Council’s Trading
Standards Service is currently
developing a Consumer Support
Network in partnership with CAB.
L Aitchison Ongoing
13 The Service should insert a caveat on distributed leaflets
advertising facility for obtaining information in
alternative languages.
It is our intention to progress this
matter depending on funding
through the Consumer Support
Network. The intention is to insert
such a caveat on leaflets prepared in
house when they are reprinted. We
will seek advice through the Ethnic
Minority Forum.
J Donnelly Ongoing
14 The Service should evaluate the development of a basic
self-help pack (pro forma letter, basic guidance for
contact with traders, leaflets, web details, relevant
contacts), this is likely to involve undertaking a costing
exercise of the process.
We intend to develop a basic self
help pack as part of the Consumer
support Network programme
L Aitchison 31 March 2004
Appendix A