Customer Services
I read a variety of blogs and recently read one about poor customer service in the railway industry. The blog can be found here Committed to Customers? – BusAndTrainUser – journeys around Britain by bus and train and, in summary, highlights difficulty in making contact with customer services teams. The author, before retirement, ran a highly regarded bus company. Some of the comments, after the article are quite amusing. Of particular note is the one where some one sent a compliment and received a standard letter which apologised for the issue and enclosed a £25.00 voucher!
But, how do we deal with customer service? As the new normal emerges and blended working impacts many we do have to have systems in place. It need not be complicated – just some one to deal with customer comments as part of their job. And, they should have time scheduled to undertake the task.
When I was CEO of a Community Enterprise I kept reminding my team that we had customers who were service users; customers who were people visiting and customers who paid the bills. The distinction was made for a variety of reasons.
Service users are customers because they use the services provided. If they are not up to the mark they will complain and, if too many complaints reach the customer who pays the bills the service will be taken away from us. So, we treat service users as customers, provide excellent service and respond to comments quickly and appropriately. We don’t send out a £25.00 voucher and an apology when some one says that we have done well. We don’t hide when some one says that we have not done well.
People who were visiting were also customers – regardless of the visit. Treat them well and provide a good experience and they could buy from us in the future. It is well over a decade since I moved on from that organisation. A successor has successfully repositioned it as a venue hire operation – an action prompted by feedback from purchasers of services resulting from visits to other events. The operation was alert to market changes by focussing on customer service.
But, the operation paying the bill was the ultimate customer. How service users were treated was part of the future contract negotiations. Value is more than just price or cost. Good customer service, at all levels, can enable an enhanced price. Poor customer service has long term effects in a market where there is choice.
Andrew Rainsford
20th August 2021
Event: COVID Impacts – sharing lessons learnt hosted by NEBOSH
This NEBOSH seminar was attended by VSNW. Lasting two hours it takes a long time to view. There is a section that can be ignored – unless you want to know how the British Safety Council test Covid visors. This interesting, but not very useful, section takes place between 50 minutes and 75 minutes into the session. It did make for a little light relief when drinking a mug of decaff.
The first session, 45 minutes, dealt with office return. Much is obvious; much is already known. The most interesting comment (25 minutes in) is that visors are not PPE – they are Community Protective Equipment (CPE) which was a phrase I had not heard before.
The final session – Mental Health and Grief in the workplace has many useful bits and pieces of information within it. This is well worth watching. The “funding professional” in me had ears pricking up at the suggestion for community based services. Here we have an expert sating that we are needed – a lovely clip to put into a funding proposal (and 9.22 into this section). They also made the point that there is a lot of “odd” stuff on the internet and that legitimate sources of support should be used.
All in all a good use of time. The office return section may be useful to staff (re)induction as this takes place.
Download the presentation slides
Andrew Rainsford
VSNW
Aug 2021
20 Ways to be a Good Charity Trustee
The Charity Excellence Framework have developed an online toolkit based upon the Charity Commission guidance regarding how to excel at being a charity trustee.
Everything you need and everything is free
Choose wisely
Join the team well
Set boundaries
Think strategically
Keep up-to-date
Advocate
Support fundraising
Be prepared for meetings
Don’t have a personal agenda
Speak up wisely
Ask the questions that need to be asked
Be action focussed
Don’t blame people
Act collectively
Value each other
Support each other
Share your own skills/experiences
Develop your skills/experience
Say thank you
For a more detailed list, click here.
The Greater Manchester VCSE Mental Health Leadership Group
THe VCSE Mental Health Leadership Group is inviting expressions of interest to join the GM VCSE Mental Health Leadership Group.
During the pandemic, this group has played an integral role as a champion of the needs and issues of VCSE service users and a vital role in the development of the Community Mental Health Transformation bid.
There are currently 7 vacancies, which include:
Locality leads for Bolton, Mancheser, Rochdale, Tameside and Glossop & Trafford
Priority Leads for Equalities and System Change.
Applicants must currently hold a senior/executive position in a mental health and wellbeing organisation in the VCSE sector in Greater Manchester.
Deadline is 9am Monday 9th August.
Click here, for more info and how to apply.
The Civil Society Report to the UN Committee on the Elimination of Racial Discrimination
Through consultation with over 150 civil society organisations, The Runnymede Trust has compiled a number of recomendations for the UK government in order for them to address racial inequalities in England.
in 2016, the UN Committee on the Elimintion of Racial Discrimination (CERD) provided a set of recommendations, however this report argues that in fact, the UK government’s policies have been in direct breach of these, and that they have failed to protect vulnerable BME groups from continued discrimination and inequality.
Their hope is that the CERD will endorse this report and encourage the government to address the issues outlined.
Find the full report and extensive recommendations here.
NW Networking Series: #2 From This to That - NHS Changes & the VCSE Sector
Following the success of our first event in May, VSNW’s second event in our ‘VCSE North West Networking Series’ will explore the upcoming fundamental changes to how the health and care system works locally.
In February 2021, the Department of Health and Social Care launched a white paper presenting the new proposals to reform the NHS and social care, and implement the NHS Long Term Plan. The focus is on greater integration and to improve care. As part of this a key aim is to tackle health inequalities. The white paper can be found here.
However: What does this mean for the VCSE sector? What are the challenges and what are the opportunities?
We welcome guest speakers to help shed some light:
David Sweeney, Executive Director of Partnerships at Cheshire and Merseyside Health and Care Partnership.
&
Carrie McKenzie, Voluntary Partnerships Senior Manager at NHS England and NHS Improvement
VSNW have also produced a resource drawing out key information from the white paper relevant to the VCSE sector, which can be found here.
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VSNW hopes this networking event series will give organisations across the North West the opportunity to correspond with others and make connections in light of what has been an isolated year during the pandemic.
Once registered, Zoom joining details will be emailed to you the day prior to the event
We look forward to seeing you there.
European Update from Network for Europe
European Update July, from Network for Europe Cheshire, Cumbria, G Manchester, Lancashire, Liverpool CR
Headlines
New Head of ESF
ESF calls end
Community Ownership Fund delays UK Shared Prosperity Fund problems Evaluations?
New Head of ESF
From before the start of the Programme, Angus Gray was Head of ESF, then Catherine Blair was appointed, staying in the job for three and a half years, before handing over to Geoff Hawker. After sixteen months, he confirmed his last day was 23rd June and he will be taking up his new role as Finance Director for the Office of Nuclear Regulation. Clare Bonson joined DWP as Head of ESF on 20th June.
ESF Calls finally end
The last few ESF calls for 2014-20 have now closed (final one on 17th June for Sheffield), and are undergoing appraisal. The 413 calls are still online including their call specifications. We await information on the second version of the Lump Sum Digital Intervention (deadline 4th June). Existing projects are being extended, where appropriate, and we will see if that commits all the remaining ESF Funds. At the beginning of June, there was still over £65m to be committed.www.gov.uk/european-structural-investment-funds www.gov.uk/government/publications/european-structural-and-investment-funds-useful-resources
ESF-Lottery BBO Projects
National Lottery Community Fund has been agreeing extensions to well performing existing BBO Projects, but does not seem to have published the list as yet, and some of the local ESIF committees have not yet been informed as to what has been agreed. We understand that some projects have been extended to June 2023, with extra funding, and adjustments where appropriate for Covid.
Annual Implementation Reports
It is a requirement of the Programmes that the AIRs are prepared each year, approved locally, and submitted to the European Commission by the middle of the following year for joint discussion. The AIRs give a detailed explanation of progress with the Funds, useful for anyone with an interest in the Programmes, and what will come after them. The AIRs are available online following approval (although there has been a slight delay, - the last English ones appear to be for 2018). www.gov.uk/government/publications/european-social-fund-annual-implementation-reports
ESF/ERDF Meetings
The ESF/ERDF Programme Monitoring Committee (Growth Board) met on 22nd June, and some of the National Sub-Committees continue to meet (although five of the nine have not met since 2018 or 2019).
It is not clear what has happened to the local LEP level ESIF committees outside London, some have not met since 2019.
Flexibility for existing projects Q&A page
ESIF Coronavirus Response Page is useful for those running projects, with updated Q&A for the three funds. The ESF Q&A was updated on 23rd June to clarify the response to some questions. All projects still to be completed by 2023.www.gov.uk/government/publications/european-structural-and-investment-funds-coronavirus- covid-19-response
Evaluation of the ESF and ERDF programme
Work is continuing on the evaluations, and many of them have been completed and sent over to the small group trying to prepare the UK Shared Prosperity Fund. Unfortunately, the evaluations are not available to the Partners, as they have not been published, nor appeared on the website. They await Ministers’ permission before being available for everyone else, and this could well take some time. The YEI-ESF direct bid projects have shown good results.
ESF Action Notes
066/21 dated 10th June. Electronic signature instead of wet signature to the end of the Programme.
www.gov.uk/government/publications/esf-action-notes-2014-to-2020-programme
Community Renewal Fund
Final deadline for bids from the Lead Local Authorities was 18th June, with results to be announced from late July. The intention of this single round, short term bidding process was to prepare for the UK Shared Prosperity Fund.
Take-up seems to have been patchy, not helped by the short notice and the uncertainty around the Priority Areas. Nevertheless, this fund (primarily for local authorities and local voluntary and community organisations) gives a good opportunity for local organisations to develop stronger partnerships ready for UK-SPF.
The promised allocation for capacity building does not yet appear to have been announced.
www.gov.uk/government/publications/uk-community-renewal-fund-prospectus
Community Ownership Fund
Still waiting for the Prospectus.
UK-Shared Prosperity Fund
The UK Shared Prosperity Fund is to replace the £1.5bn a year we would have received from Europe through ESF and ERDF. It is to be launched from April 2022. To general surprise, it has not been developed through partnership, and the open consultation has been scrapped.
Clearly, a Fund developed by a few officials, without taking on board the extensive experience of the Partners is unlikely to be successful. It will need the experience of those who have been involved in developing strategies, devising and implementing solutions, delivering projects and measuring and evaluating what works - otherwise we will not have an effective or efficient fund. We want something that delivers value for money, and tackles local requirements.
A recent meeting for a few invited voluntary organisations gave little further information, and was accompanied by documents several months old. The ESF/ERDF Growth Board has repeatedly asked for more information, and to be involved in discussions, but the presentation before their meeting last week on 22nd June gave little further information, and requests for proper involvement of the partners seem not to be taken on board. Time is running out.
Some partners are putting together proposals, but it is unclear whether they will be heard. There might be some kind of discussions over the summer, but that leaves little time for a proper Fund.
Lancashire Partnership
Plans have been announced to create a Pennine Lancashire Linear Park, transforming parts of the Leeds Liverpool Canal with housing, events, gardens and eco-friendly power. www.business-live.co.uk/economic-development/lancashires-economy-lined-up-100m-20916624
Safe’s Destination Bootle
The UK’s largest community-led housing project is designed to bring genuinely affordable, eco- friendly, and future-proofed homes to the people of Bootle. The plans appear to have been rejected as they do not cater for enough cars -
www.gofundme.com/f/help-bootle-build-back
Greater Manchester Centre for Voluntary Organisations
Following its Spring Review GMCVO has announced it is repositioning its core business from VCSE representation to enabling practical change. This takes forward its last ten years of focusing on creating economic inclusion, and being independent of public financial subsidy. It recognises the growing strength and importance of the social economy, including social enterprise, community business and community owned assets, aiming to reach people who are economically marginalised. Organisations in other places will be following developments.www.gmcvo.org.uk/news/gmcvo-statement-regarding-results-strategic-review
Getting Brexit done
The UK has left the EU, with the transition period ending on 30th June. See the latest UK Policy Paper, explaining the issues with travelling, including recognition of professional qualifications and bans on ham sandwiches. Some rules on importing into the UK have been delayed, and should be ready by January next year.www.gov.uk/government/publications/summary-the-uks-new-relationship-with-the-eu
Making the most of Brexit
A new Brexit Opportunities Unit has being set up to support Lord Frost. The Government is looking for someone who wants to lead the team. www.gov.uk/government/news/search-for-head-of-the-new-brexit-opportunities-unit-begins
First meeting of the TCA Partnership Council
This was on 9th June. Agenda item 7.3 was the Civil Society Forum, although little progress seems to have been made. Lord Frost replied to a House of Lords debate on 24th June. He said “It is the nature of civil society that it does not need the Government’s permission to develop such links and to work effectively with fora established under the treaties. We certainly hope that would happen.” The first meeting of a Forum representing civil society across the four nations of the UK was on 23rd April. www.gov.uk/government/news/uk-statement-on-the-meeting-of-the-withdrawal-agreement-joint- committee-9-june-2021
https://ec.europa.eu/commission/presscorner/detail/en/speech_21_2927 https://hansard.parliament.uk/lords/2021-06-24/debates/DA278476-A591-4655-A19F- D352E29D2461/CivilSocietyForumUKDelegation
Roaming
In January, EE, O2, Three and Vodaphone all said they had no plans to reintroduce roaming charges for phones, even though Brexit allowed them to do so.
BT-owned mobile operator EE is now to start charging UK customers to use their phones in Europe, despite their previous statements. While the European Union was able over several years to persuade the mobile operators to drop such charges, it is thought unlikely that the UK Government on its own would be strong enough to do this.
State Aids - Subsidy Control
As part of the Trade and Co-operation Agreement, the UK Government agreed to bring in its own version of State Aid, similar to the European Union. And with the trade agreements it is hoping to put in place there will need something similar.
The UK version of State Aid has been rebadged Subsidy Control, and we now call Services of General Economic Interest Services of Public Economic Interest. Following a consultation (see our February 2021 Update), the new version of State Aids was announced on 30th June, and will be shortly considered by Parliament. www.gov.uk/government/news/new-subsidy-system-to-support-uk-jobs-and-businesses-boost-the- economy-and-strengthen-the-union
Common Provisions
And over in Europe, the Common Provisions Regulations entered into force on 1st July. These cover the 2021-27 ERDF, ESF, Just Transition Fund, and other Funds. https://eur-lex.europa.eu/eli/reg/2021/1060/oj
Civil Society Involvement - website
CSI supports third sector representatives on the English National Growth Board (PMC) for ERDF and ESF, and the National sub-committees. Register at http://civilsocietyinvolvement.com
ERDF Practitioner Bulletin (relaunch)
The Bulletin sent on 17th June refers to the ERDF Summative Assessments, and the efforts to bring it back on track.
ESIF Programme COVID-19 Notification Bulletin
The Bulletin sent on 23rd June gives links to updated ESF Questions and Answers.
Network for Europe
info@networkforeurope.eu
The Government's Covid Action Plan Summary July 2021
On the 5th July, the Government announced their action plan for Covid-19 moving forward. Below is a useful summary:
Headline
“Test, Trace and Isolate has an important ongoing role in managing the virus and reduces the risk of potentially dangerous variants spreading. The Government expects the Test, Trace and Isolate system will remain necessary through the autumn and winter.” – para 22.
Details
The Covid-19 Response has action in 5 areas.
1. Reinforce the country’s vaccine wall of defence through booster jabs and driving take up.
Bring forward second dose for under 40s to 8 weeks after first dose.
Booster doses for most vulnerable. If possible, delivered alongside Flu
Consider JCVI advice on vaccination of children
Vaccination as condition of deployment for staff in car homes, consult on widening settings
2. Enable the public to make informed decisions through guidance, rather than laws.
Remove all legal restrictions on social contacts, life events and open all remaining settings
Covid-status certification not required in law. Organisations can ask visitors for proof, which government will enable
Remove legal requirements on face coverings.
End 1m+ and 2m rules. DsPH can advise on targeted time-limited rules if necessary.
No longer advise work from home. Covid-secure regs replaced by ‘working safely’ guidance. Encourage hand washing, ventilation, and outdoor space.
Encourage QR codes for customer check in using App, not a legal requirement
End school bubbles and routine tracing by schools. Tracing in schools triggered by an outbreak.
Under 18s who are contacts exempted from self-isolation in line with full vaccinated adults. More detail to follow.
Lift limit on 5 named visitors in care homes. Guidance on safe visits.
Keep guidance on ventilation, face masks, hand washing, covering nose and mouth when cough or sneeze, stay home if unwell, consider your individual risks.
3. Retain proportionate test, trace and isolate plans in line with international comparators.
· Symptomatic testing, tracing and isolation will remain key to monitoring and containing the spread of the virus, augmented by use of the NHS COVID-19 app (though checking in or providing contact details to venues will now be voluntary).
· Regular asymptomatic testing will continue focused on those not fully vaccinated, education, higher-risk settings such as the NHS, social care and prisons. Regular rapid testing offer continues. Community testing continues.
· Exempt fully vaccinated from the requirement to self-isolate if they are a contact. Further details will be published in due course
· Until at least the end of September, self-isolation enforcement and support will otherwise continue as it is now.
4. Manage risks at the border and support a global response to reduce the risk of variants emerging globally and entering the UK.
Retain robust controls at the border. VOCs pose biggest threat.
RAG country system continues with regular reviews of list.
Arrivals from amber countries who are fully vaccinated will no longer need to isolate. Details to be announced shortly.
Working with G7 on global vaccination. Developing new global pathogen surveillance network.
5. Retain contingency measures to respond to unexpected events, while accepting that further cases, hospitalisations and deaths will occur as the country learns to live with COVID-19.
Significant risks remain, particularly VOCs. May need to take measures to manage the virus during winter – will prioritise strengthened guidance and seek to avoid restrictions.
Will maintain contingency plans for restrictions at local, regional or national level – as last resort.
Maintain current regulations that allow LAs to respond to serious threats until 28 September.
Will publish an updated Covid-19 contain outbreak management framework in due course.
Covid-status certification not mandated for now, possible could be introduced in autumn or winter as a way of keeping events and business going.
The Government will continue monitoring data and will assess preparedness for autumn and winter later in the year.
The Lancashire VCFSE Draft Manifesto
Over the last six months, VSNW has helped to facilitate a consultation across the VCFSE sector in Lancashire, with the aim of collectively creating a vision for the next three years. As a start, some priority headlines were suggested and used as starting points for discussions.
Organisations have had the opportunity to input via LOCAL’s website onto a comment forum or during events hosted my some sector Leaders across Lancashire. The information was then collated into a draft manifesto with the aim of streamlining the input into a set of ‘asks’.
On the 29th June, the manifesto was presented at the ‘Lancashire VCFSE Draft Manifesto Aseembly’; breakout rooms explored what was missing from the manifesto, what was good and anything that they disagreed with. We are now asking all those who attended the event and even those that did not, to further read the manifesto and give feedback via a short survey. The deadline for this feedback is the 13th July. The information gathered after this will be used to make a final edit of the manifesto, before distributing and asking groups for endorsement.
This is a really important opportunity for VCFSE groups across Lancashire and we encourage as much input as possible.
