Issue - meetings

To consider the Performance Report for Quarter 2.

The Executive Member for Corporate Governance and Direction, Councillor Lewanski, presented the report on the Council’s performance for Quarter 2 (July to September 2019). Of the 14 Key Performance Indicators reported during the quarter, 10 were on target or within the agreed tolerance, 2 were outside of tolerance, one was contextual and one was unable to report.

The Leader commended both the Finance and Performance Management teams in producing improved reports for Members to consider. A further improvement to the risk register would be to name both the lead officer and the Executive Member of each risk.

RESOLVED: that the Council’s performance for the second quarter of 2019/20, be noted.

Reason for decision: To consider the Council’s performance for the second quarter of the financial year 2019/20.

Alternative options:  None.

To consider Council performance in the second quarter of the year in regard to Key Performance Indicators, Revenue and Capital Budget Monitoring and Risk Management.

Members considered the performance in the second quarter of 2019/20 of the Council’s Service Indicators, Revenue Budget Monitoring, Capital Budget Monitoring and Risk Management.

The Portfolio Holder for Corporate Direction and Governance, Councillor V. Lewanski gave an overview of progress to date on Key Performance Indicators (KPIs) and Risk Management from July to September 2019.

Of the 14 KPIs that were reported on this quarter, 10 were on target. The council was unable to report on one performance indicator (KPI 1 levels of self-service transactions) due to a systems upgrade; one indicator (KPI 4 on homelessness) was outside the direct control of the Council. Two KPIs did not meet their target – KPI 2 (Total number of residential completions) and KPI 12 (increase in numbers of trade waste accounts).

The target for the first (KPI 2) was 230 and the actual was 122. This continued the trend from the first quarter. It was due to the low total number of completions caused by the phasing of some major developments, in particular finishing building flats, which can take 12 months or longer to be completed. As the work on buildings that started in 2018/19 was high in comparison to previous years, this should lead to higher numbers of completed buildings in the next half of the year. At the end of quarter 2 there were 2,041 units under construction, of which 56 began construction during the quarter.

KPI 12 was below the target of increasing the number of active trade waste accounts  by 15 and, in fact, 11 customer accounts were closed due to non-payment of invoices. Overall however, customer numbers remained healthy.

There were no new strategic risks to report in the Risk Management section.

Members made the following observations in the debate that followed:

·       Levels of self-service transactions – Members discussed the measurable benefit of reviewing and monitoring the levels of self-service transactions completed online. It was noted that two of the three measures could now be reported on. These were: paying a parking fine which was now exceeding the 80% target with 97% reports carried out online and purchasing a new/additional bin with 92% requests carried out using the online service. While the Council’s strategy was to move these transactions online, it was recognised that not all residents could do this as some did not have internet access. However, it was fundamental to the Channel Shift Strategy to know how many people were using the council’s online services and to move away from requests by telephone. These were high-volume transactions and the public’s online use of these services freed up staff resources to help residents with queries that were more suitable for answer by telephone. Members recognised that these were good results in line with the changes to internal processes. Members asked for the percentage of total self-service transactions that were made online. A written response giving further information would be provided to Members.

·       Trade waste – As the number of trade waste accounts had fallen by 11,  ...  view the full minutes text for item 20