Meeting documents

The Cabinet considered a report providing an update on the outcomes of the Performance Indicator (PI) review for 2017/18, and sought approval for the proposed changes to reporting. The key aim of the review was to ensure that the PIs were still relevant.

It was noted that as part of the review each service area had been asked to identify 2 to 3 indicators which would be strong and meaningful measures of overall performance, avoiding duplication where they were regularly reported via PAG updates.  An exception was Finance, where no further PIs have been deemed necessary as full reporting was included in the budget packs for each Council.  Service areas would measure and monitor any remaining PIs which would be useful for day to day management of the service reporting through to PAGs/Committees where appropriate. 

Cabinet were advised that if approved, for 2017/18 there would be 17 priority PIs and 32 additional corporate PIs, making a total of 49.  This included 10 new PIs for Sustainable Development following the introduction of additional quantitative and qualitative targets for local planning authorities by the Government.  Furthermore, for Healthy Communities, the targets for the PIs SBHS1, SBHS8 and SBHS3i which address homelessness have increased making the targets more realistic and in line with current figures due to the lack of alternative housing options.

Cabinet considered the following recommendations which were made by the Overview and Scrutiny Committee at the meeting on 20 March 2017 and Officers’ comments regarding those recommendations:

Resources

•    JtBS1(C) - Availability of ICT systems to staff from 8am to 6pm (by period quarterly) – to increase the target to 99.9% to reflect the expectation that the systems should be available for this amount of time, previous figure equated to 2 days a quarter which was felt to be too high.

Officers require further clarification as to how the Overview and Scrutiny Committee calculated the increased target of 99.9%, but are in agreement with the increase until this information becomes available.

•    JtBS2(C) - Percentage of calls to ICT helpdesk resolved within agreed timescales – as the current target is not realistic, to increase the agreed timescale period for resolving calls rather than decrease the target of percentage of calls resolved. 

Officers are currently reviewing their SLA targets and feel that would be appropriate for the target to remain at 95%.

•    SbCS1(C) - Number of complaints received (cumulative, quarterly) – to be 80 in 2017/18, then reduced to 75 in 2018/19 and then 70 in 2019/20 to make it a more ambitious target.

The Head of Customer Services is in agreement with this suggestion, with further work to be done regarding this as the work of the Customer Experience Strategy Programme is progressed.

Healthy Communities

•    SbCL1a(C) and SbCL1b(C) – Customer satisfaction rating at the Beacon Centre and Evreham Centre – to incrementally increase the satisfaction ratings for both these centres over the next three years to reflect the expectation for an improvement in customer satisfaction.

Officers have suggested that the Beacon Centre satisfaction rate target be raised by 1% per year – reaching 85% by 2019/20 and the Evreham Centre by 2% per year, leading to an 84% target in 2019/20.

Having considered the recommendations of the Overview and Scrutiny Committee and the comments made by Officers, Cabinet agreed Appendix A and Appendix B of the report with the following changes to Appendix B:

·       JtBS1(C) - Availability of ICT systems to staff from 8am to 6pm (by period quarterly) – to increase the target to 99.9% whilst further investigations are carried out on the calculation of this increase. 

·       SbCS1(C) - Number of complaints received (cumulative, quarterly) – to be 80 in 2017/18, then reduced to 75 in 2018/19 and then 70 in 2019/20 to make it a more ambitious target.

·       SbCL1a(C) and SbCL1b(C) – Customer satisfaction rating at the Beacon Centre be raised by 1% per year, reaching 85% by 2019/20 and the customer satisfaction rating at Evreham Centre by 2% per year, leading to an 84% target in 2019/20 to reflect the expectation for an improvement in customer satisfaction.

Cabinet agreed with the officer recommendation with regards to JtBS2(C) that the target should remain at 95% as set out in Appendix B.

RESOLVED that the following appendices attached to this report be agreed

1)     Appendix A PI Review: Priority PIs 2017-18 – South Bucks District Council - provides proposals for reporting priority indicators during 2017/18 with future targets.

2)     Appendix B PI Review: Corporate Indicators 2017-18 – South Bucks District Council - provides proposals for reporting Corporate PIs during 2017/18 with future targets - subject to the changes being made to JtBS1(C), SbCS1(C) and SbCL1a(C) and SbCL1b(C) as set out in the minute above.