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Limitations with the software - we need the ability to update at the point of the visit - mobile working would be beneficial.
Flair is not user friendly - service complaints - outdate system - it does have the capacity for mobile working??  Civica - have a new cloud based system - support will be withdraw in the next few year.  Terrible software - can't open two complaint records does not work.

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For you personally?

For your team?

Collaboration with other teams?

Technology?

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To those accessing the service

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From your experience of the service

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For you personally?

For your team?

Collaboration with other teams?

Technology?

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Internal and external

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The positive and negative

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Which differs from those pre Covid?

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What methods of communication are used?

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Business and consumers (direct & indirect) - May have come from Citizen Advices 

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Business and consumers (direct & indirect) - May have come from Citizen Advices 

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Other regulators - gov bodies

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Legal - depend on regulatory services - trade associations - other councils

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Legal - depend on regulatory services - trade associations - other councils

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Everyone is a customer - they just don't realise until they need trading standards. 

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Everyone is a customer - they just don't realise until they need trading standards. 

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Other regulators - police & fire - very broad not just gov bodies. 

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Other regulators - police & fire - very broad not just gov bodies. 

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The courts - we need comply once they have made a judgement in a way that they need it - in the way courts need things dealt things.

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The courts - we need comply once they have made a judgement in a way that they need it - in the way courts need things dealt things.

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The environment and site safety - line of explosives - goods and services - it depends on the team as one team the most interactions is with the police - not too many big customers -

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Citizens Advice Consumer Service - we have telephone, email, face to face. Referral from Citizens Advice - the other channels are non-existent

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Ring to the national Citizens Advice Services - A network of Citizen Advice Service - you could be talking to anyone in England or Wales. Overnight download of the computer systems.  Ivan sits on the regional trading standards. Citizen are key partners  - information from the customer call is download approx every 20 minutes.  Most of the call are from business and other regulators. Everyone else would be diverted to Consumer advisors. (Citizens Advice) - Get some letter - 

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Ring to the national Citizens Advice Services - A network of Citizen Advice Service - you could be talking to anyone in England or Wales. Overnight download of the computer systems.  Ivan sits on the regional trading standards. Citizen are key partners  - information from the customer call is download approx every 20 minutes.  Most of the call are from business and other regulators. Everyone else would be diverted to Consumer advisors. (Citizens Advice) - Get some letter - 

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Protection notices from the Police

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email Dorset & Wiltshire - administrator
social media on Twitter
Monthly

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social media on Twitter
Monthly editorial approx 50 / 60 newsletters.
Advice on scams
10 things to look out for
Calls for actions.

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Customers - want to talk directly to Trading Standards 

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Customers - want to talk directly to Trading Standards 

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We are not encourages to do that - apart from businesses.

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went to Citizens advice - this service

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Too much information - we now have a cut back website - with links. Rethink of the website alongside the main Dorset Council Website.
The Website comms has been funded to other agencies - needs to be local and bespoke.

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Using existing functionality like youtube for local initiatives.  - Think about different media - link history

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Look at how mosaic and how it links information - by linking the history either around the consumer/customer - Important especially if you miss information as it could be a safeguarding.

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Not every customer wants to be a customer and we issue enforcement notices to traders

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Customer want to speak to Trading Standards Officer

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Customer want to speak to Trading Standards Officer

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The vast majority want access to information -

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If they need to report something
if they new they needed to talk to trading standards -
They don't care where people answer - they just want the answer.
Businesses - if they knew what the business companion website.
First point of contact

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Trading Standards needs to stand out in a web search - if you can't google us - even the enforcement policy. - it is a generational things - more senior member of the population - younger people google.

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Public onto Trading Standards . Wait until the pilot is finished - extending opening hours (clear path to information)

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have to remember some of our customers don't want to be customers, rogue traders etc

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That the IT Works
Teams has worked will with working colleagues - outside bodies or Zoom
Everything continues to work well, perhaps we can work more flexibly.
Freeing up of time - because of less travel especially re regional travel.
Regional training - teams has been key enabler -
Collaboration South West Trading Standard - Largest attendance
Huge number of people benefiting from collaboration.

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online core training - you can fit around other things - (dip in and out of the training)
More cost effect to compete training
More training session
Covid - National briefing sessions - key ways for gov to be in touch with the local authority - we had direct input into the new legislation - withouth the need to travel to london.
Various forums - cross different services - new colleagues in community & public protections - place services, helpful in emergency situation - or cross services working e.g. police.
Secure email had been really good - how we work and collaborate with other - sensitive material. Training needed to put the correct flags on the emails. Helps to build partnerships - DC doing things in the right way.

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For absent staff/ clashes

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Civica App aka FLARE

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Flare windows dont have the standard windows functionality such as maximise/minimise. it doesnt connect to other databases. you cant drag and drop files. you cant open 2 complaints records at the same time. its 90s software and we would benefit from a more modern solution. It cant be used on site when out on visit.

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Not being able to work into any office. Very few bespoke areas - most areas are generalist.

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wti work regionally before thinking in a pan-Dorset way. South West is strong in term of local authority services.end

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Improved sharing within Regulatory Services - because we are about people and what they do.  Place is about Place - regulatory services is about a particular place, land, venue.  We are about people -

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We don't use a case management system - integrated into a new flair - related to a particular premise -

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We don't use a case management system - integrated into a new flair - related to a particular premise -

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aimpacted face to face relationships - there is a benefit to the face to face - undertaking join visits
- vulnerable consumers during the pandemic
- older/vulnerable people not using the web so perhaps slower service using physical mail.
Car Sharing - two people not going out on visits
Underage sales purchase work - not able to do this work . Most areas worked on.

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inorking from home will become the norm.
Not everyone able to work from hoLme.
Going from your house and visiting or from the office - e.g. the animal health team.
Contact with people out there - we try a few more phone call. - Travel might be still low as we work with business.  Gov wants us to get back to face to face (in food for example) undertake a pre visit assessment.  Transport has come down especially training - volume to training has come down - especially in training. - Lot less travel in future.

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Buy With Confidence revisits now all electronic, previously in person. Also Business Satisfaction Survey has moved form paper version to online survey.

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There is an opportunity to engage with technology and (comments regarding how courts working)

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May push for remote interviews - changes in the codes of practice. - Environment Team - Fish exporters - to stamp paper -

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Employing people for other areas within England & Wales.   Attracting experienced people -