Performance against target

On Target

Missed target (within 10%)

Target not achieved

N/A

Total

Achieve, prosper and thrive

7 (64%)

3 (27%)

1 (9%)

2

13

Clean and green

7 (46.6%)

4 (26.6%)

4 (26.6%)

2

17

Strong, healthy and safe communities

5 (83%)

1 (16%)

0

0

6

Live and enjoy

17 (77%)

2 (9%)

 3 (14%)

0

22

Efficient and effective public services

16 (64%)

4 (16%)

5 (20%)

3

28

Total

52 (66%)

14 (18%)

13 (16%)

7

86

Direction of Travel

Improved

Sustained

Declined

N/A

Total

Achieve, prosper and thrive

6 (66%)

0

3 (33%)

4

13

Clean and green

5 (38%)

3 (23%)

5 (38%)

4

17

Strong, healthy and safe communities

3 (50%)

1 (16.6%)

2 (33.3%)

0

6

Live and enjoy

9 (45%)

0

11 (55%)

2

22

Efficient and effective public services

17 (65%)

0

9 (35%)

2

28

Total

40 (54%)

4 (5%)

30 (40.5%)

12

86

PI Status

Target not achieved

Target missed (within 10%)

Target met

No target to measure performance against

Data Only

Direction of Travel

Performance has improved

Performance has not changed / been sustained

Performance has declined

No previous performance to judge against

KO 001 Increase the prosperity of the borough by stimulating investment and working with existing businesses to create a distinctive local economy

KPI 001

Percentage of total spend with local suppliers

26.05%

29.63%

29.61%

26.2%

31.38%

30%

29.31%

30%

David Tibbit

The performance for the fourth quarter met the quarterly target. However, despite the performance of the indicator improving compared to 2009/10 the annual target has not been achieved. There was a reduction in spending this year with KCC on printing and leased cars both of which are part of a wider efficiency programme.

KPI 002

Number of businesses in the borough

6,770

Not measured for Quarters. The data for this indicator is provided by the Office for National Statistics. The 2010 data will be released in December 2011.

N/A

5,915

John Foster

KPI 003

Gap between median wage of employees (resident) & median wage of employees (Workplace)

Annual Indicator

£82.50

£100.00

John Foster

KPI 005

Percentage of business starter units occupied

100%

100%

100%

84.62%

43.48%

75%

43.48%

75%

David Tibbit

Performance for this indicator was sustained for the first half of the year. The council has been productive and acquired a further 14 units for letting during 2010/11. Four were acquired in quarter 3 and ten acquired during quarter 4 which has impacted on the end of year position. All available units are currently being marketed and it is expected that performance will increase as the economic situation improves. The Council currently has a total of 23 business starter units.

KO 002 Raise skills levels and reduce worklessness, including matching the skills of the workforce to the needs of local business

KPI 006

Unemployment rate

2.9%

2.7%

2.3%

2.2%

2.4%

3%

2.4%

3%

John Foster

KO 003 Achieve regeneration focussing on enhancing the attractiveness of the Town Centre through initiatives like the High Street public realm projects

KPI 007

Footfall in the High Street

538,000 per week

This indicator is measured triennially, and is next due 2012/13

Sue Whiteside

KPI 008

Percentage of vacant retail units in town centre

Annual Indicator

13.25%

Set baseline

John Foster

KO 004 Improve outcomes for vulnerable people and minimise the negative effects of the recession

NI 156

Number of households living in temporary accommodation

38

33

32

35

36

60

36

60

John Littlemore

KPI 009

Number of households prevented from becoming homeless through the intervention of housing advice

533

128

143

145

151

75

567

300

John Littlemore

As a result of the current economic climate the number of people presenting as homeless has increased. Due to timely intervention by MBC 567 preventions were achieved in 2010/11.

KPI 010

Number of people helped through the 'Staying put Partnership'

224

377

329

358

258

300

1,322

1,200

John Littlemore

This indicator has exceeded the annual target. This is due to the scheme being expanded in 2010/11, scheme provides minor adaptations and a handyperson service. The new scheme has gathered momentum more quickly than originally anticipated as a result more residents have been assisted.

KPI 011

Number of homes occupied by vulnerable people made decent

222

45

66

64

127

44

302

175

John Littlemore

The additional resources provided by the Regional Housing Board enabled more homes to be made ‘decent’ than initially budgeted.

KO 005 Reduce traffic congestion and support economic growth through the development of a sustainable transport strategy

KPI 012

Number of onboard Park & Ride bus transactions

445,129

104,014

110,103

120,104

108,097

112,500

442,318

450,000

Clive Cheeseman

There was a small increase in the number of passenger transactions for the Park and Ride service in quarter 2 and quarter 4 despite this increase the annual target has not been achieved and overall there has been a decline of 0.6% in passenger transactions. Quarter 3 usually performs the best due to pre-Christmas shoppers; however, the snow experienced at the end of November and in December is thought to have resulted in a 5.5% decline for this quarter compared to 2009/10.

KPI 013

Average journey time per mile during the morning peak

3.28

Annual Indicator

3.36

3.26

Jim Boot

The data for this indicator is provided by KCC. There were spikes in the data in March, May and September.

KO 006 Enhance the Council’s parks, green spaces and natural habitats through initiatives like the Mote Park improvement project

KPI 014

Footfall in Mote Park

268,015

277,256

153,428

186,152

Set baseline

884,851

Set baseline

Jason Taylor

This indicator is not in the Strategic Plan 2011-15 but the data will continue to be collected and reported to Management Team and the Cabinet Member as part of the programme of improvements to Mote Park.

KPI 015

Improvements to the accessibility of parks and open spaces measured through footfall (compared to previous year)

16,397

4,425

5,096

1,911

2,456

16,561

13,888

16,561

Jason Taylor

Parks monitored during 2010/11 were Brenchley Gardens, Whatman Park, Clare Park and South Park. During 2010/11 there has been a 15% decrease in numbers being recorded visiting parks. The expected profile of the indicator has changed and unlike previous years where quarter 1 generally performs the best, this year the quarter 1 figure was down by 32% compared to 2009/10. This could be due to a number of variables including weather. Another factor could be the greater number of visitors using Mote Park instead of these parks.

KPI 017

Hectares of local land with nature reserve

Annual Indicator

6062

Set baseline

Jason Taylor

KPI 018

Percentage of land in Local Authority holdings currently managed to enhance biodiversity

Annual Indicator

0.00

Set baseline

Jason Taylor

As the Local Biodiversity Action Plan (LBAP) has not yet been adopted no areas as defined in the methodology for this indicator have reached the required criteria of being managed for biodiversity. It is expected that the LBAP will be adopted within the next quarter and will include targets for this indicator for the next four years.  This will be managed and measured as part of the LBAP but not reported in the in the strategic plan.

KO 007 Maintain a clean and pleasant environment for people who live in and visit the borough

KPI 019

Satisfaction with street cleaning

64%

58.14%

56.12%

70.99%

61.05%

67%

61.94%

67%

Jonathan Scott

The third quarter performance was the best for 2010/11 this is a different performance profile compared to 2009/10 where the fourth quarter performed the best. Overall the annual target has been marginally missed and there has been a 2% decline in overall satisfaction. The response rate to the survey remains high at around 20% however, this indicator is subject to personal interpretation/perception and can easily be influenced and therefore may not be an actual reflection on the cleanliness of the borough or the service that the council provides. The way in which satisfaction with council services is measured is currently being reviewed, in quarter 4 face to face collection of data was trialled and deemed to be more successful in terms of response rate.

NI 195a

Percentage of sites in the LA area falling below a Grade B for Litter

1.65%

Annual Indicator

2.00%

1.00%

Jonathan Scott

The calculation of this indicator based on the results of three surveys carried out over a four month period. The result 3^rd tranche was 1.83% which is also lower (better) than for the equivalent periods for the last two years.

NI 195b

Percentage of sites in the LA area falling below a Grade B for Detritus

6.51%

Annual Indicator

6.00%

6.00%

Jonathan Scott

NI 195c

Percentage of sites in the LA area falling below a Grade B for Graffiti

1.00%

Annual Indicator

1.00%

1.00%

Jonathan Scott

NI 195d

Percentage of sites in the LA area falling below a Grade B for Fly-posting

.00%

Annual Indicator

.00%

.00%

Jonathan Scott

NI 196

Percentage of sites in the LA area falling below a Grade B for fly tipping

3 Not Effective

Annual Indicator

2 Effective

1 Very Effective

Jonathan Scott

A number of improvements were made in 2010/11 including changes to the investigation process to improve the evidence base for cases and a move to area based cleansing which has lead to better intelligence sharing between services.  In additon some prevention work on fly-tipping has been undertaken with the police. In 2009/10 there were 3 prosecutions this has impacted on the figures as these are weighted as part of methodology.

KO 009 Reduce the Council’s carbon footprint and improve the use of other natural resources, whilst ensuring the Council is planning to adapt to climate change

KPI 021

Council’s water consumption in operational buildings (m³)

24,119

11,195.6

10,887.8

11,750

22,083.4

23,500

David Tibbit

NI 185

Co2 reduction from local authority operations (tonnes)

5247.11*

Not measured for quarters. The 2010/11 figure will be available in September. Following the abolition of the NI set the methodology for this indicator is being reviewed.

N/A

5431

Jenny Hunt

KO 010 Reduce the amount of waste produced by local people and increase the proportion of waste reused or recycled

BV 88

Number of collections missed (per 100,000)

23.83

11.83

15.08

11.99

57.57

20.00

23.23

20.00

Jennifer Gosling

The performance for the first three quarters of 2010/11 was exceptional. Unfortunately the roll-out of the new weekly food waste collection service and fortnightly refuse collections accounts for the increase in missed collections for quarter 4. These new services have resulted in significant revisions to the collection rounds and the figure is expected to return to more typical values as crews become familiar with these new rounds.

NI 191

Residual household waste per household

608.89

161.63

146.61

146.48

139.01*

143.58

593.73*

574.30

Jennifer Gosling

The effects of the new weekly food waste recycling service are partially reflected in the 4th quarter result which beat the target. This demonstrates that although the annual target was not achieved significant progress has been made as a result of the new waste collection service which was introduced towards the end of the year in January 2011. The full effects of which will be seen in the first quarter of 2011/12. The quarter 1 figure is higher than the other quarters as it was calculated using the 2009/10 dwelling stock figure as the 2010/11 figure was yet to be released.

NI 192

Percentage of household waste sent for reuse, recycling and composting

30.06%

33.01%

33.07%

29.75%

34.55%*

34.00%

32.62%*

34.00%

Jennifer Gosling

The weekly food waste collection service was introduced towards the end of the year during the 4th quarter and as such the full effect has yet to show through in this measure. Although the annual target was not achieved the recent changes to the service have produced a step improvement in the recycling rate which means that Maidstone is now delivering far in excess of this target.

KPI 022

Satisfaction with refuse collection services

94%

97.6%

94.25%

95.06%

83.96%

88%

83.96%

88%

Jennifer Gosling

Moving to weekly food waste collections and alternate weekly refuse collections during the 4th quarter has been a significant change for residents to adjust to. It is expected that satisfaction will improve as people adapt to the new service. A reduction in satisfaction was expected through the roll-out of the new scheme and although satisfaction of 84% is still at a high level, it is below target.

KPI 023

Satisfaction with recycling services

91%

95.2%

89.93%

93.21%

84%

80%

84%

80%

Jennifer Gosling

KO 012 Improve the health of people living in the borough and reduce health inequalities

KPI 027

Percentage of people attending a choosing health programme reporting positive outcomes

74.78%

Annual Indicator

97.74%

80%

Sarah Robson

KO 013 Make people feel safer where they live

BV 174

Racial Incidents Recorded

.00

.00

.00

.00

.00

.00

.00

.00

Sarah Robson

KO 014 Engage communities so people have the opportunity to participate and have a real say in what happens in their local area

KPI 030

Number of members registered with volunteer centres

2,825

Annual Indicator

3,367

2,881

Sarah Robson

KPI 031

Response rate for electoral registration (households)

95.19%

Annual Indicator

94.13%

95.2%

Neil Harris

The figure is less this year compared to last year as registration figures tend to increase in parliamentary election years which was the year before this canvass (2009/10), also the ballot on whole council elections led to one less reminder to complete the electoral registration form being sent to residents. At present the impact is difficult to assess until another canvass has been carried out then comparisons can be made.

KPI 032

Local election turn-out

36.7%

Annual Indicator

66%

33%

Neil Harris

A parliamentary election was held in 2010/11. Parliamentary elections always produce a higher turn-out it is expected that the turn-out for the referendum will be significantly lower.

KPI 033

Total number of web hits on webcast meetings

18,296

3,968

4,035

4,097

3,995

3,750

16,095

15,000

Neil Harris

KO 015 Encourage more adults and children to participate in sport

KPI 034

Take-up of council funded activities (Sports & Play)

75%

99.09%

94.25%

97.21%

88.16%

77%

95.97%

77%

Sarah Robson

KPI 035

Satisfaction with the leisure centre

52%

58.18%

69.77%

60%

56.25%

55%

60.8%

55%

Jason Taylor

KPI 036

Number of users at the leisure centre

524,620

144,906

165,574

141,712

168,793

137,712.5

620,985

550,850

Jason Taylor

It appears that the improvement works undertaken at the Leisure Cente in 2009/10 have increased visitor figures. Performance has improved by 18%.

KO 016 Improve the cultural offering of the borough through projects like the Museum East Wing Extension

KPI 037

Visits or uses of the museum per 1,000 population

804

205.2

219.5

131.4

166.4

200

722.5

800

Simon Lace

Considering that more than 40% of the Museum’s public galleries are now closed for the East Wing refurbishment work, it is positive that the annual target has only marginally been missed. This has had an impact on the level of the Museum’s offer, due to the refurbishment there have also been no temporary or touring exhibitions at the Museum which are vital for attracting repeat visits.

KPI 038

Satisfaction with the museum

94%

91.48%

89.98%

91.2%

88.03%

85%

90.36%

85%

Simon Lace

KPI 039

Percentage of all available tickets sold at the Hazlitt

63%

64.12%

67.4%

68.09%

75.19%

65%

70.10%

65%

Mandy Hare

KPI 040

Donations received for the Museum's East Wing Extension

£42,000

£4,220

£3,900

£1,700

£82,500

£51,820

£330,000

Simon Lace

Management team and the Cabinet have been alerted to the situation in relation to donations received for the East Wing project. The fundraising consultant who was leading the fundraising effort left the Council’s employment last summer. This role has been partly taken up by the Council’s Community Funding Officer. Unfortunately an approach made in March to the Heritage Lottery Fund for an increase in grant aid was unsuccessful. Council officers are still actively seeking external funding.

KPI 041

Number of students benefiting from the museums educational service

7,950

2,180

1,123

2,149

2,451

6,500

7,903

6,500

Simon Lace

KO 017 Deliver enough of the right type of well designed new homes where they are needed, maximising the numbers of affordable homes

BV 106

New homes built on previously developed land

86.00%

Annual Indicator

78%

60.00%

Sue Whiteside

The performance of this indicator has reduced however, this was expected as the supply of previously developed land reduces the target becomes more difficult to achieve.

NI 159

Supply of ready to develop housing sites

113%

Annual Indicator

123%

100%

Sue Whiteside

NI 154

Net additional homes provided

581

Annual Indicator

649

180

Sue Whiteside

This figure includes new affordable homes and new home from private developer hence the over achievement of the target (target was set to align with the target for affordable homes).  

NI 155

Number of affordable homes delivered (gross)

399

46

39

43

100

45

228

180

John Littlemore

The Council’s excellent reputation with Homes and Communities Agency allowed us to be allocated slippage in the national programme.

KO 018 Improve the condition, accessibility and energy efficiency of existing housing , including reducing fuel poverty

BV 064

Number of private sector vacant dwellings that are returned into occupation or demolished

83

19

18

7

27

15

71

60

John Littlemore

KPI 042

Number of Energy Advice Surveys

3,401

16

231

201

6

50

454

200

John Littlemore

The target for this indicator was set when there was still a lot of uncertainty about the resources available for the energy advice surveys.

KPI 043

Average time taken to process disabled facilities grants (weeks)

4.2

4

5

9.5

17.05

4.5

8.89

4.5

John Littlemore

There has been uncertainty over the medium term capital programme which directly impacted on the time taken to process DFGs.

KO 020 Improve the quality of the built environment including protecting the borough’s heritage and ensuring new developments are well designed

NI 157a

Percentage of major planning applications processed within statutory timescales

80.04%

100.00%

84.62%

100.00%

60.00%

77.00%

86.36%

77.00%

Rob Jarman

NI 157b

Percentage of minor planning applications processed within statutory timescales

89.10%

90.32%

85.06%

80.25%

82.98%

87.00%

84.79%

87.00%

Rob Jarman

The performance of this indicator remains in the top quartile. Overall the number of minor applications going to planning committee has increased while the numbers of minor applications received overall has decreased; this has had a direct impact on performance. Proportionally this is the highest volume category   for committee referrals and includes gypsy and traveller applications.  

NI 157c

Percentage of other planning applications processed within statutory timescales

93.40%

97.28%

96.61%

92.67%

93.46%

92.10%

95.09%

92.10%

Rob Jarman

BV219b

Preserving the Special Character of Conservation Areas Appraisals

29.27%

Annual Indicator

29.27%

29.27%

Deanne Cunningham

KPI 045

MBC success rate at planning appeals (rolling 6 months)

53.85%

63.33%

70%

60.47%

70%

Rob Jarman

This indicator measures the quality of planning decisions. During 2010/11 there have been several appeals on the same site. The service is aiming to increase pre-application advice to improve the quality of applications and reduce the number of appeals and committee referrals. It expected that there will be changes to planning rules in 2011/12 to make pre-application advice compulsory in certain applications.

KPI 046

Percentage of major planning applications having pre-application discussions

100%

Annual Indicator

93.75%

90%

Rob Jarman

KPI 047

Percentage of planning enforcement cases signed off within 21 days

83.8%

87.71%

86.33%

62.41%

86.47%

80%

80.65%

80%

Rob Jarman

The dip in performance during the third quarter is due to staffing issues where both Enforcement Investigation Officers were off sick at the same time.   

KO 021 Deliver more efficient and effective Council services and increase value for money

BV 010

Percentage of Non-domestic Rates Collected

97.00%

33.87%

63.91%

88.34%

97.03%

97.00%

97.03%

97.00%

Steve McGinnes

BV 009

Percentage of Council Tax collected

98.50%

30.70%

59.78%

87.52%

98.70%

98.50%

98.70%

98.50%

Steve McGinnes

KPI 048

Value of fraud identified by the fraud partnership

£543,533.89

£202,958.08

£380,778.41

£411,757.71

£195,052.45

£80,000.00

£1,190,546.65

£891,450.00

Steve McGinnes

BV 008

Percentage of invoices paid on time

96.50%

93.31%

97.55%

100.00%

98.56%

97.00%

97.95%

97.00%

Paul Riley

BV 086

Cost of household waste collection

£63.50

£9.79

£24.07

£32.11

£54.58

£61.00

£54.58*

£61.00

Jennifer Gosling

BV 11a

Top 5% of Earners: Women

20.65%

Annual Indicator

23.72%

20.00%

Baljinder Sandher

BV 11b

Top 5% of Earners: Ethnic Minorities

8.26%

Annual Indicator

4.74%

4.00%

Baljinder Sandher

BV 012

Working Days Lost Due to Sickness Absence (rolling year)

7.80

5.41

5.26

4.69

6.22

7.50

6.01

7.50

Baljinder Sandher

BV 014

Percentage of Early Retirements

.18%

Annual Indicator

1.12%

.40%

Baljinder Sandher

BV 015

Percentage of Ill-health Retirements

.36%

Annual Indicator

.00%

.20%

Baljinder Sandher

BV 16a

Percentage of Employees with a Disability

3.91%

4.07%

3.75%

3.78%

3.78%

5.00%

3.78%

5.00%

Baljinder Sandher

We continue to monitor the recruitment and selection process to ensure that there is no bias. Due to the restructure there are very few appointments being made. There are currently 25 employees in the workforce with a disability. It should be noted that disability is the one area which can change based on a person’s circumstances.

BV 17a

Ethnic Minority representation in the workforce - employees

4.23%

3.63%

3.45%

3.63%

3.63%

4.20%

3.63%

4.20%

Baljinder Sandher

We continue to monitor the recruitment and selection process to ensure that there is no bias. Due to the restructure there are very few appointments being made however, if the workforce shrinks the out-turn for this indicator is likely to improve.

BV 11c

Top 5% of Earners: with a disability

.00%

Annual Indicator

4.74%

4.00%

Baljinder Sandher

NI 181

Time taken to process Housing Benefit/Council Tax Benefit new claims and change events

8.12

9.68

7.85

10.06

4.87

8.12

7.66

8.12

Steve McGinnes

KPI 049

Total savings over 3 years identified by reviews and agreed by Cabinet/Cabinet member within period

£938,200

£123,000

£0.00

£298,000

£70,750

N/A

£491,750

N/A

Angela Woodhouse/Georgia Hawkes

KPI 050

Net cost of collecting council tax per chargeable dwelling

£8.16

Annual Indicator

TBC.

£8.49

Steve McGinnes

KPI 051

Satisfaction with complaint handling

55.25%

40%

22.22%

20.83%

36.36%

55%

26.53%

55%

Angela Woodhouse

The Head of Change and Scrutiny will be taking an action plan to Standards Committee to address the performance in this area, the plan will include training for officers, a new correspondence system and increased monitoring of complaint responses.

KPI 052

Percentage of complaints resolved within the specified timescale

98%

98.73%

91.3%

81.82%

87.63%

96%

90.03%

96%

Angela Woodhouse

KPI 053

Percentage of appeals to the National Parking Adjudication service in which the Council was successful

26%

50%

54.55%

40%

18.75%

25%

36.89%

25%

Jeff Kitson

During Q4 several cases were lost due to an adjudicator’s view that our Notice to Owner documentation failed to meet the requirements of the Traffic Management Act legislation. The Notice to Owner documentation was amended shortly after to take account of the adjudicators view. Statutory notices already issued which continued to progress to Traffic Penalty Tribunal appeal were not contested leading to the variance in performance reported.

KPI 054

Spend in collaboration with other authorities as percentage of total spend

11.83%

8.13%

16.67%

13.24%

16.67%

12.5%

13.55%

12.5%

David Tibbit

KPI 055

Overall satisfaction with the benefits service

96%

89.23%

93.6%

94.44%

94.3%

95%

93.42%

95%

Steve McGinnes

The benefit team have continued to perform well.  Of the 456 respondents to the survey 426 (93.42%) stated that they were satisfied with 18 (3.95%) stating that they were neither satisfied nor dissatisfied.   Only 12 (2.63%) customers stated that they were dissatisfied.

KPI 056

Percentage of benefit claims calculated correctly

97.3%

96%

96%

97.33%

95.33%

96.5%

96.17%

96.5%

Steve McGinnes

The benefits team marginally missed the target but have continued to give a high priority to accuracy of benefit decisions, with cases selected for checking based on risk. In addition regular feedback/training is provided to staff to ensure that lessons are learnt. 

KO 022 Ensure people can access a wider range of services in ways that suit them

NI 014

Avoidable contact: the proportion of customer contact that is of low or no value to the customer

14.7%

7.5%

2.5%

2.7%

6.6%

13.5%

4.9%

13.5%

Sandra Marchant

The annual council tax letter went out in quarter 4. Some customers expected payment slips to be included with their annual letter however these have been withdrawn and are now supplied on a request basis. Phonecalls from residents enquiring about payment slips was classed as avoidable contact.  

KPI 057

Percentage of financial transactions not carried out on-line or by direct debit/standing order

15.4%

13.96%

13.6%

12.03%

22.53%

15%

14.41%

15%

Paul Riley

KPI 058

Average Wait Time of Calls into the Contact Centre

59

58

71

71

99

50

58

50

Sandra Marchant

There was an increase in calls of 13,000 to the Contact Centre in quarter 4 compared to quarter 3. The increase is mainly due to the additional calls for the new Waste Scheme (approximately 9,000 more calls), Council Tax (over 1,500 and over 1,300 more calls on the Payments line) plus a general increase in calls for all other services. With effect from early February, the Contact Centre Advisors have been handling all Council Tax calls whereas prior to this they were also handled by Revenues staff. This has increased workloads and in turn call waiting times. In addition there are still two vacant posts within the team. Extra staff were brought into the team on temporary contracts to help with the new Food Waste Scheme; however two out of four new staff left within a matter of weeks. Another experienced member of the team left during quarter 4 and although the post has been replaced on a temporary basis, by a Trainee therefore a limited number of services are being handled at present.

Another impact on call waiting times is that during March it seems that the ‘skills based routing’ system that allocates the calls to the appropriately qualified advisor is not working within IPFX and this can have an adverse affect on wait times. In addition, virtual queues have been introduced following IPFX’s instructions on the assumption that it will reduce our overall wait times however we have found that some calls have got ‘stuck’ in a virtual queue and not passed to an Advisor.

KPI 059

Percentage of Visitors to the Gateway responded to by a CSA within 20 minutes

72.49%

74.46%

78.6%

81.77%

87.52%

72%

80.79%

72%

Sandra Marchant

KPI 060

Satisfaction with borough update

91.42%

Annual Indicator

91.3%

92%

Roger Adley

The target was only marginally missed and steps will be taken to increase the response rate for the 2011 survey.

KO 023 Improve the delivery of community services to local people through an effective Local Strategic Partnership

KPI 061

Percentage of actions within SCS action plans completed

N/A

Not measured for Quarters

N/A

N/A

Sarah Robson

With the abolition of the National Indicators, the actions are being updated as part of the overall SCS refresh. The final strategy is expected to be signed off by 30 June 2011 latest.