Issue - meetings

Interviews with Clare Wood, Policy and Performance Officer; and Councillor Moss, Cabinet Member for Corporate Services

The Committee considered the report of the Head of Policy and Communications setting out the progress made in the third quarter of 2013/14 for the Council’s key performance indicators (“KPIs”).

In response to questions, the Committee were informed that:-

·  the level of short term sickness was 2.5 days (as opposed to 9 days which included long term sickness);

·  the new website has a lot less pages then the previous one and therefore the process is much simpler.  Also there are more active pages where customers can request services and information and this has seen an increase;

·  £9,000 has just been approved to pay for the website to be flexible so that it can re-configure itself to the size of screen being used;

·  The number of indicators (too many or not enough?) will be considered at the workshop being held on 5 March 2014;

RESOLVED:

a)  That the out-turns of the KPIs be noted;

b)  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;

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

c)  That the review of performance indicators that will be undertaken by the Head of Policy & Communications and the Performance and Scrutiny Officer with Overview and Scrutiny Members as part of the refreshed Strategic Plan be noted.