Agenda item

Interview with Clare Wood, Policy and Performance Officer

The Policy and Performance Officer, Clare Wood, introduced the Key Performance Indicator Monitoring Quarter 1.  The Committee heard that of 35 KPIs, 17 had been achieved, making an increase of 2 on the same time last year. The number of KPIs showing red had halved from 10 to 5, and of the amber rated KPIs all were within 5% of target, with 7 within 1.5% of target.

The Committee was advised that Homeless figures were set to improve in the next quarter with the opening of Aylesbury House accommodation facility. In response to questions the Head of Finance and Resources told members that:

·  Temporary accommodation was provided for as long as necessary where a need was identified according to legislation, however there were targets set by Central Government which stipulated regular reporting;

·  Due to the inability to predict the numbers of those who would present as homeless on the day - as opposed to those who were at risk of homelessness - a continuous improvement approach to targets was undertaken. Data on the percentage increase in numbers of people who were presenting as homeless would be provided to the Committee;

·  Emergency housing provision was currently and would continue to be provided in cooperation with third sector organisations such as the Salvation Army and Maidstone Christian Care;

·  Temporary accommodation was one facet of an overall approach to homelessness, which also included preventative measures and affordable housing delivery. In response to a question it was confirmed that Golding Homes did not provide temporary accommodation, but that Maidstone BC did have nomination rights to some properties. The Budget 1^st Quarter report would detail the possibilities and potential resources needed to take alternative actions to provision of temporary accommodation.

The Committee discussed Customer Services and reference was made to the following:

·  The aim of the channel shift programme was that all channels were providing the same services and achieving the same result. This would ensure that customers were directed to the most appropriate channel, and that those who are not IT literate would still be able to access Customer Services and experience equality of end result. The Business Improvement Manager would be presenting a Channel Shift report to the November Committee.

·  The ideal call answering target for the Contact Centre would be 90 seconds but this was unachievable. The target had therefore been set at 120 seconds as this was not prohibitive, with the understanding that a longer wait than this would be considered unacceptable for Customers.

·  Additional resources were provided to the Contact Centre when a new service was taken on by them.

·  There had been a 50% turnover of staff in the Contact Centre, but figures could be provided for the numbers who had moved into other Council departments.

·  There had been a decline in reported instances of fly tipping over a four year trend, the figures for which would be presented to a future meeting of the Committee.

With particular reference to the implementation of the Planning Support Shared Service it was stated that:

·  Issues experienced with the Planning Portal could not be rectified at Local Authority level as this was a national product. In contrast, the online forms for Council services provided by Maidstone BC were regularly tested.

·  The implementation of a new system had meant that reports were unavailable at the time and that quarter one data could not be reported on at Committee. There would instead be a double report to Committee at quarter two.

·  Customer responses to Stage 2 complaints evidenced that Customers are being advised of extended timescales.

 RESOLVED:

1.  That the progress and out-turns of the KPIs at quarter 1 be noted;

2.  That the areas where performance was strong and on track to achieve annual targets be noted;

3.  That the areas where performance had declined and required further monitoring be noted;

4.  That a detailed briefing note on performance indicators HSG 005 and HSG 009 (homelessness) be prepared by the Financial Inclusion and Maidstone Families Matter Programme Manager for inclusion in the Mid-Year Performance Report, for consideration by Committee on 2 December 2014.

5.  That the figures with regard to the four year decline in reported instances of fly tipping be provided to the Committee.