Agenda item

(Director of Governance) to consider the attached report.

Mr Maddock introduced the quarter 1 performance report on the Key Performance Indicators for 2016/17. The meeting noted that a range of 37 Key Performance Indicators (KPI) for 2016/17 was adopted in March 2016. Progress in respect of each of the KPIs is reviewed by the relevant Portfolio Holder, Management Board, and Overview and Scrutiny at the conclusion of each quarter.

The overall position for all thirty-seven KPIs at the end of the Quarter 1 was:

(a)       25 (68%) indicators achieved target;

(b)       12 (32%) indicators did not achieve target, although

(c)       3   (8%) of these indicators performed within the agreed tolerance for the indicator.

(d)       28 (76%) of indicators are currently anticipated to achieve year-end target and a further 2 (5%) are uncertain whether they will achieve year-end target.

Nine of the Key Performance Indicators fell within the Resources Select Committee’s areas of responsibility. The overall position with regard to the achievement of target performance at Q1 for these nine indicators, were as follows:

(a)    8  (89%) indicators achieved target;

(b)    1  (11%) indicator did not achieve target, however this indicator performed    within the agreed tolerance for the indicator;

(d)    8  (89%) of indicators are currently anticipated to achieve year-end target.

The indicator that had not hit its target was RES006 (“on average how many days did it take us to process notices of a change in benefit claimant’s circumstances”) however, it was assumed that by year end it would achieve its set target.

RES001 – working days lost due to sickness absence – Councillor Dorrell noted that we had hit the target this quarter but noted that we may not by the end of the year. Councillor Mohindra said that maybe it should have been set at amber. He also noted that the corrective action box just said “non”, this should be reviewed.

RES005 – how many days did it take us to process new benefit claims – Councillor Lion asked why it took so long to set up a new benefit claim? Mr Maddock replied that not all information was provided at first so officers had to go back for more. Councillor Bedford asked if the target of three weeks should be revised as three weeks was a long time to wait for receipt of benefits. He would like to see it come down to two weeks. Mr Maddock said he would raise this with the head of benefits.

RES011 – are customer needs being met by the main corporate website having effective navigation – Councillor Dorrell asked how they measured ease of navigation? Mr Newton, Assistant Director ICT and Facilities Management, replied that it was a measure of how many clicks it took to get to a standard screen. Councillor Bedford asked if this linked in with any particular department, such as planning. Mr Newton said they could take this into consideration and break it down into various areas. He would look to see what could be done.  Councillor Lion remarked that we needed to find out what our customers saw and if we were delivering a good service to out customers.

RESOLVED:

That the Committee reviewed and noted the Quarter 1 performance in relation to the key performance indicators within its areas of responsibility.