Download ppt - PricewaterhouseCoopers 1 Action plan RecommendationManagement Response Responsible for implementation Timescale 1 The Service should assess the current

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


Action plan


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


Action plan


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


Action plan


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


Action plan


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