Document Sample
CONSUMER DIRECT Powered By Docstoc
					                                  CONSUMER DIRECT

                        CENTRAL DATABASE USER GROUP

                       Minutes of meeting held 8 June 2006
     Office of Fair Trading, Fleetbank House, 2-6 Salisbury Square, London


Adrian Walker-Smith        Consumer Direct, Director
Brian Jackson              Consumer Direct, Central Database Manager
Gordon Simmonds            Consumer Direct, IT Manager
Graham Goldstraw           Consumer Direct, IT Support Manager
Lynn Duggan                Consumer Direct, P&Q Manager and Training Manager
Paul Roast                 Consumer Direct, Administrative Support
David Nicholson            Wales Heads of Trading Standards (WHoTS) Group - Wales
Chris Cooper               Durham County Council – North East
Steve Mapson               Northamptonshire TS - East Midlands
Richard Guthrie            West Yorkshire TS - Yorkshire & Humber
Derek Wilkins              North Somerset Trading Standards – South West
Carol Garrett              Suffolk TS - East of England
Clive Watts                Bexley TS - London
Jane Edsell                Hampshire TS - South East
David Ellwood              Cumbria TS - North West
Carol Donovan              Consumer Direct - West Midlands
Jon Bryant                 Energy Watch
Mary-Ellen Roden           Cardiff County Council
Neng Chan                  Cardiff County Council
Michele Shambrook          Consumer Direct South East
Sam Tappenden              Consumer Direct South East


Clive Smedley, Ken Daly, Rodger Mapleson, Margaret Daniels.

1.   Welcome and introductions.

AWS welcomed and thanked everyone for attending. He also welcomed Gordon Simmonds
and Graham Goldstraw who, along with Margaret Daniels, are responsible for the core IT
management and support function for the Consumer Direct central team.

2.   Minutes of Last Meeting

The minutes of Last Meeting were approved.
With regard to an action point from the last meeting, BJ said that the Terms and Conditions
for use of the database set out the rules regarding sharing of information with other
organisations. If in doubt, database partners should refer any request for information from
the database to the Consumer Direct central team.
3.   Feedback from regions.

All the regional representatives updated on how their region was progressing with using the
database. A number of points were raised, including:

    Query from contact centres regarding regional database usage targets;
    Ease of retrieving data;
    Lack of training at contact centres;
    Continued importance of data cleansing;
    Concern regarding the limit on number of users;
    Report descriptions did not clearly describe the content of reports;
    Refresher training for TS;
    Problems with passwords expiring;
    Discrepancy between SEN07 and SEN1 when searched on the system;
    Request for a list showing the extent to which each authority used the database;
    A request for the INT13 Top Trader report to be made searchable by Local Authority
     (This is in fact already the case; Local Authority can be selected by the user from the
     drop down list. Changes will be made to make this clearer).

Action point: GG to investigate SEN07/SEN1 problem and report back at next

Action point: BJ to provide TS regional reps with statistics for use of the database by
Local Authority.

Action point: All to send screen shots of problems to GG and any other issues to be
flagged with BJ.

4.   Cardiff update

NC said that there were over 1 million cases on the database. Data cleansing operations
were being developed to improve data quality, including duplication of records. NC said that
there were problems with advisors using default postcodes.

There were five new reports that had been added: two signposting reports, list of postcode
data, Thompson directory report, and monthly scorecard.

NC said that the performance of the database had improved with faster reports.

Additional RAM was to be added to the server in the coming weeks. The impact of the RAM
on performance would be assessed and the IT team would update the group on this at the
next meeting.

NC requested that the TSC Case Handling System data files, which are currently sent at
4:30am, be sent to her earlier.

Action Point: GG to request that TSC Case Handling System data files are sent earlier.

JB suggested that a status screen could be added to the database which would indicate
whether there were any current issues affecting the database.
5.   Programme update, OFT transition.

AWS gave an update on the Consumer Direct programme, including the transition from DTI
to OFT which was successfully completed on 1 April. AWS said that interviews for his
successor as the Director of Consumer Direct were to take place shortly and an
announcement would be made in late June or early July.

6.   Database update

BJ updated the group on various database issues:

The DTI’s agreements with database partners had been transferred from DTI to OFT on 1
April. The majority of partners had also signed and returned the updated OFT agreements,
but a minority were yet to do so.

Training had been rolled out to new ‘Public’ access database partners in Scotland and to

Access to the central database was to be granted to TS staff at Northern Ireland’s
Department of Enterprise, Trade and Investment. With regard to longer term development of
the database, consideration would be given to integration of Northern Ireland’s
ConsumerLine data into the central database.

BJ gave a demonstration of datacubes. A written user guide is available on the database

MS and ST asked whether a datacube could be developed for the data quality report for use
by the contact centres. BJ said that he would discuss this with the Detica consultants. Note:
the datacubes currently available on the database website can be used to assess data
quality. The central team can provide further advice on this as required.

A mini-theatre session demonstrating potential uses of central database information in
tracking rogue traders and in profiling consumers would be presented by BJ at TSI

7.   Usage statistics and trends

BJ gave a presentation on usage of the central database by TS partners across the regions
and waves. The main points identified were that:

In general, usage among wave 3 regions was highest, and wave 1 regions lowest.

Usage in a number of regions peaked in March, probably due to end of year reporting

Scotland’s usage was particularly low and, where possible, the central team would take
action to promote use in Scotland.

As a region, the North West were making most use of the database.

Recent months had seen a general upward trend in use across all regions.
Action point: BJ to circulate slides of presentation with minutes of the meeting.

8.        User Guide

A draft User Guide had been circulated to attendees in advance of the meeting.

BJ said that such a guide had been one of the most popular requests from users in the
survey which took place in February 2006. The objectives of the User Guide were to
facilitate wider and more effective use of the database, and to at least partly address the
demand for refresher training. The User Guide was aimed at broad spectrum of users from
absolute beginners to accomplished users who could use the guide to help them use the
database more effectively.

A link to the User Guide would be added to the database website and also emailed to
registered users (incrementally by region to avoid a potential flood of requests to the central
team for password resets).

Feedback on the User Guide from the group was positive with no requests for amendments.

Action point: All to notify BJ of any suggested amendments to the User Guide for
immediate incorporation by 14th June 2006, or at any time thereafter for future

Action point: BJ to notify regional representatives in advance of sending a link to the
User Guide to users.

9.        Ongoing Training Strategy.

A draft Ongoing Training Strategy had been circulated to attendees in advance of the

BJ said that the purpose of the strategy was to facilitate greater TSS involvement in meeting
ongoing training requirements and to allow the central team to focus greater resource on
developing the database, on ensuring that it meets the needs of new and existing users, and
on evaluating use and promoting best practice.

In brief, the draft strategy proposed that

           Existing TSS database partners cascade training to their own staff
           New TSS partner organisations are trained by an existing user identified by the
            regional database representative (central team able to provide names of ‘heavy
           CD central team to train designated enforcers and other new partners

There was general approval of the training strategy from the members of the group.

Action point: All to notify BJ of any further comments regarding the Ongoing Training
Strategy by 14th June 2006.

10.       Revision of consumer complaints codes.
AWS said that the consumer complaint codes used by Consumer Direct and guidance on
how the codes are used required development. AWS said that the revision of the codes and
the development of guidance would be considered by members of a Codes Review Group
which would report its recommendations to the Database User Group.

AWS said that the Codes Review Group would be chaired by the Director of Consumer
Direct and the group would include representatives of the Consumer Direct central team,
TS, LACORS, the contact centres and OFT.

There was general discussion of the consumer complaint codes including the issues of
uniformity of coding and the balance between the level of detail and ease of use.

AWS asked for volunteers to represent the contact centres and TS on the Codes Review

MS agreed to represent the contact centres on the group. JE and DW agreed to represent

A query was raised regarding whether TSS use the Consumer Direct consumer complaint
codes internally. Note: it appears that many TSS have so far continued to use, for internal
purposes, the old ‘OFT codes’ that were previously used for quarterly returns to the OFT. In
other cases, TSS have now started to use the Consumer Direct codes for internal use.

11.   AOB and date of next meeting

GG gave his telephone number for support to the group: 0207 211 5906.

The next meeting would take place at the Office of Fair Trading on the afternoon of 4
September 2006.

Shared By: