Decision details

Customer Connect Programme Management

Decision Maker: Audit Committee

Decision status: For Determination

Is Key decision?: No

Is subject to call in?: No


The Specialist (Performance, Innovation and Commissioning) presented an update on the progress of the Customer Connect Programme and the change of the programme’s governance arrangements. She outlined the number of risks currently on the risk log and informed Members that out of the risks that remained open, 10 related to the Customer Connect Programme and were below the line of appetite.


The Specialist (Performance, Innovation and Commissioning) highlighted that the change in governance arrangements had been agreed by the Customer Connect Steering Group and that the rationale behind the change was that the transformation programme had implemented the new operating model and that while there had been some outstanding programme activity, the mechanisms of the transformation programme were no longer required. She added that the new governance arrangements ensured continuous improvement was a focus for the organisation and that the risks would continually be managed alongside any potential emerging risks.


In response to a question linked to how risks would be managed in the future, the Specialist (Performance, Innovation and Commissioning) advised Members that the new Innovation and Improvement Group would monitor the risks through their Risk Register.


No Member having raised concern when asked by the Chairman, it was


RESOLVED – That the following be noted:-


(1)  The closed down report on the programmes risk register (Appendix 1); and


(2)  The Innovation & Improvement Risk Register (Appendix 2).

Report author: Sarah Berry

Publication date: 13/01/2021

Date of decision: 19/11/2020

Decided at meeting: 19/11/2020 - Audit Committee

Accompanying Documents: