Agenda item

(Director of Governance) to consider the attached report.

The Assistant Director, Accountancy, Mr Maddock introduced the quarter 3 performances of the Key Performance Indicators 2016/17. The meeting noted that as part of the duty to secure continuous improvement, a range of Key Performance Indicators (KPI) relevant to the Council’s services and key objectives, were adopted each year by the Finance and Performance Management Cabinet Committee. Performance against the KPIs was monitored on a quarterly basis by Management Board and overview and scrutiny to drive improvement in performance and ensure corrective action was taken where necessary.

The overall position for all thirty-seven (37) KPIs at the end of the third Quarter was as follows:

(a)    26 (70%) indicators achieved third quarter target;

(b)    11 (30%) indicators did not achieve third quarter target, although 4 (11%) of KPIs performed within the agreed tolerance for the indicator; and,

(c)   31 (84%) indicators were currently anticipated to achieve the cumulative year-end target and a further 3 (8%) were uncertain whether they would achieve the cumulative 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 Q3 for these nine indicators, were as follows:

(a)    7 (78%) indicators achieved target;

(b)    2 (22%) indicators did not achieve target,

(c)    0 (0%) indicators performed within the agreed tolerance for the indicator;

(d)    8 (89%) of indicators were currently anticipated to achieve their year-end target and a further 1 (11%) was uncertain whether it would achieve the year-end target.

RES004 – what % of the district’s annual business rates was collected – it was noted that this was only just under target. It was noted that the NHS were now paying over a 12 month period and not the 10 month period they used to. If this was taken into account then we would be above the target.

RES006 – on average, how many days did it take us to process notices of a change in a benefit claimant's circumstances – Councillor Dorrell noted that there were seasonal differences on this target, could we adjust the targets to take this into account. Mr Maddock said that this would need to be done for the new year. Ms Twinn added that this target was like this every year. It was high target for the first three quarters and a low one for the last quarter. Councillor Kane said that these were known variances and it should be revised. Ms Twinn assured the meeting that they would meet the target at the end of quarter 4.

Councillor Kane commented that RES009 (are customer needs being met by the Corporate Website being available); RES010 (are customer needs being met by the main Corporate Website not having broken links); and RES011(are customer needs being met by the main Corporate Website having effective navigation) were worthless as the performance graphs generated flat lines thus making the measurements meaningless. Councillor Lion said that we should look at what the customer saw and felt about our website; this has been recognised as a problem and our new Customer Services Manager will be looking into this.

Councillor Patel asked what they would like to look at if not RGS009, 010 and 011. Councillor Kane replied that this would depend on next year’s Key Action Plan.  Councillor Kane asked if these KPI’s could be dispensed with. Councillor Whitehouse commented that it was difficult to measure how easy it was to find what members of the public wanted to find. Also if we knew if they were using our web forms and not phoning us. In short, we needed some sort of customer service measurement.

The Committee agreed that it would be agreeable to loose KPIs RES009, 010 and 011 in the new year.

RESOLVED:

1)    That the Select Committee noted the KPIs performance for quarter 3 in its area of responsibility; and

2)    That KPIs RES009, 010 and 011 be dropped from next years indicators.