Issue - meetings

The Cabinet considered the report of the Head of Policy and Communications setting out details of progress made in the third quarter of 2013/14 in relation to the Council’s key performance indicators (“KPI’s”).

RESOLVED:

1.  That the out-turns of the KPIs, attached at Appendix A to the report of the Head of Policy and Communications, and the definitions included for reference at Appendix B to the report, be noted.

2.  That the following additional indicators that are unlikely to achieve the annual target (by more than 10%) be noted:

·E&S 001 – Work experience placements delivered across the Council;

·E&S 002 – Number of employers that have engaged with NEETs;

·HSG 005 – Number of households prevented from becoming homeless through intervention of housing advice;

·CTC 001 – Average wait time for calls to the contact centre;

·PIT 002 – Satisfaction with complaint handling;

·CTC 004 – Proportion of avoidable contact;

·BIM 003abc – Percentage of customer contacts made a) in person, b) online, c) by phone;

·BIM 004 - Reduction in the number of out-going post items; and

·WCN 006 – Missed bins (per 100,000 collections).

3.  That it be noted that there are no other areas where further action is required.

4.  That it be noted that a review of performance indicators will be undertaken by the Head of Policy and Communications and the Performance and Scrutiny Officer in conjunction with Overview and Scrutiny Members as part of the refreshed Strategic Plan.