Issue - meetings

Members gave consideration to the Progress and Delivery report for quarter two 2022/2023, which covered the period of 1 July to 30 September 2022.

Before considering the details of the performance, Members’ attention was drawn to page 7 of the report, with quarter two seeing the introduction of a Performance Improvement Plan.  The Performance Improvement Plan intended to provide further context and the extra level of assurance Members’ had been seeking, when measures within services were reporting as underperforming.  The Improvement Plan detailed those measures where performance had remained below target for two consecutive quarters or more, reasoning as to why the measure was reporting below target, the impact this was having, the actions in place to improve performance and when improvement was expected to be seen as a result of the actions being taken.

Officers outlined how the Plan had been developed, and how it would be managed and monitored, noting Improvement Plans would include clear linkages to the objectives of both teams and individuals.  

Turning to the performance data Members were advised over 78% of all measures were either exceeding or within agreed tolerance of their targets, up compared with quarter one at 68.4%. Similarly, measures exceeding target for two consecutive quarters or more, had increased from 76% in quarter one to 83% in quarter two.

The measures that had performed above or below target for two consecutive periods, in each portfolio area, were then highlighted to the Committee, as follows: -

Corporate Health

Two measures were reporting below target during the quarter and had been included in the Performance Improvement Plan, earlier referred to, namely, the average time taken to pay invoices and overall customer satisfaction.   Members noted the reasoning for this and the actions to be taken. Overall performance in the portfolio continued to remain positive and Members indicated they had no questions in respect of this area.

Change Management, ICT and Regulatory Services

10 measures were performing above their targets for two consecutive periods with only 2 measures reporting below target for quarter two.  Continued high performance was reported in all areas, but those areas brought to the Committee’s attention within the portfolio were: -

In-year council tax collection. Having recently received outturn figures for 21/22, the average national collection rate was 95.8% for Council Tax with the Council Tax team having achieved 98% and therefore performing in the top quartile across the country.

Completed Food Safety inspections. The percentage of completed inspections continued to remain on track for the year, evidencing the recovery from the pandemic.

Housing Enforcement Cases - The percentage of cases closed within 6 months was reporting as below target.  A number of long-standing cases which had been affecting the performance figures, had been closed over the Summer and such performance was projected to return to expected levels during quarter three.

Land Charges. Following a successful T24 review, searches were consistently being turned around within the agreed timeframes. The Market share for the service was reporting below target, with this  ...  view the full minutes text for item 39

The Committee gave consideration to a report from the Change, Project and Performance Officer in relation to the Progress and Delivery report for quarter two of 2022/2023. It was explained that the report set out the performance across the council for the period of July to September 2022. The report also saw the introduction of the performance improvement plan, which provided further context and the extra level of assurance requested previously by Members, as to why measures within services were reporting as underperforming, with the plans showing what was being done in direct response to this. It was highlighted that this was a positive step forward in terms of Council performance management and would continue to provide the positive response needed to the challenges faced within some services.

It was highlighted that the Change, Project and Performance Officer would work collectively with the Service Leads and Directors to complete the performance improvement plan, with the more detailed plan then being managed at service level with oversight by the Senior Management Team, including clear links to the objectives of both teams and individuals. The plan included measures where performance had remained below target for two consecutive quarters or more. Additional information was then provided by the Team Manager as to the reasons relating to the measure reporting below target, the impact this had, the actions in place to improve performance and when it would be expected to see the improvement following the action.

The Officer explained she would explain the overview of Council performance, and the improvement plan elements, in the order in which the report was written.

Members were advised that overall performance was looking very positive. Over 78% of all measures were either exceeding or within agreed tolerance of their targets, compared with 68.4% in quarter one. Similarly, services with measures exceeding target for two consecutive quarters or more had increased from 76% in quarter one to 83% in quarter two.

There were six measures which featured in the improvement plan this quarter: four in operational and commercial services, one in homes and communities and one in finance business and property services.

The first two measures were corporate health measures, the first being the average time taken to pay invoices. This measure had been identified as one to be reviewed within the 2023/24 measure and target setting which would commence shortly. The intention being that the target be amended to keep in line with the council’s contractual standard payment terms, meaning that the measure, whilst reporting as underperforming, was in fact not underperforming in terms of contractual payment terms.

The second of the corporate health measures was overall customer satisfaction which had been attributed in part to the major service change with the introduction of the purple lidded bins. It was anticipated this would now improve and was supported by the T24 programme reviews.

Members heard that the measure relating to the average number of calendar days from receipt of a completed Disabled Facilities Grant (DFG) application  ...  view the full minutes text for item 34