Agenda item

Agenda item

Performance Monitoring (Performance Indicators Quarter 3)

A report of the Strategic Director of Corporate Services providing performance information in respect of the Corporate Plan objectives and key performance indicators within the Committee’s remit (Quarter 3 2019/20).

Minutes:

Considered, a report of the Strategic Director of Corporate Services providing performance information in respect of the Corporate Plan objectives and key performance indicators within the Committee’s remit (item 6 on the agenda filed with these minutes).

 

Assisting with consideration of the report:Cabinet Lead Member for Transformation, Strategic Director of Corporate Services, Head of Customer Experience, Head of Strategic Support.

 

The Cabinet Lead Member for Equalities, Member and Strategic Services had sent an apology.

 

Summary, key points of discussion (focus on red indicators):

 

(i)      Corporate Performance Objectives Quarter 3 2019/20 (second paragraph, agenda page 14): Noted that significant volume were red or amber.

(ii)     SLE1 – FP (1) (agenda page 17): Chair referred to importance of effective scrutiny of Market Risk Premium (MRP) for commercial property investment moving forward (rate of return).

(iii)    ERM1 – SS (agenda page 18): Committee discussed Emergency Centre Volunteers (Council staff volunteers who had been trained to undertake role, if needed), including that the basis for the target number (50) was unknown due to changes in personnel.  Also discussed, difficulties in securing additional Flood Wardens, some areas not covered despite efforts made.  Councillors best placed to assist this, had been asked to promote, details of which outlined, together with support/training provided to Flood Wardens.  Suggestion that Loughborough University geography students may wish to participate, recognised transient/local knowledge needed.  Further request for assistance from councillors could be made.    

(iv)    ERM5 – CIS (2) (agenda page 19): New Customer Promise.  Awaiting Senior Management approval on new method of collecting customer satisfaction feedback, report programmed for consideration by Senior Management within next 2-4 weeks.

(v)     DES2 – CIS (1) (agenda page 20): Webchat tied in with telephony update, delayed due to significant difficulties with supplier.  Update programmed to go live beginning April 2020, webchat pilot to follow.  Delayed upgrade payment to supplier.  Brief discussion regarding online customer satisfaction, factors influencing, recent performance, plans to possibly measure differently. 

(vi)    DES2 = CIS (2) (agenda page 21): Customer Relationship Management (CRM) system included self-service portal, not live.  Number of technical issues, increasingly cost prohibitive, Council may go out to market for better value.  Confirmed that more meaningful measure for increase of services online in Corporate Delivery Plan 2020/21.

(vii)   DES3 – CIS (2) (agenda page 21): Confirmed that amber status due to telephony update delay.

(viii)  DES3 – SS (agenda page 22): Delay due to ongoing discussions with neighbouring districts over possible shared software solution for staff personal reviews, other options being explored.  Also, possible move towards capability-based performance system being considered.  Reference to relationship between people and culture. 

 

The Chair thanked the Cabinet Lead Member and officers for attending to assist with consideration of the report.

 

RESOLVED that the report providing performance information in respect of the Corporate Plan objectives and key performance indicators within the Committee’s remit (Quarter 3 2019/20) be noted.

 

Reason

 

The Committee’s remit included receiving regular performance monitoring reports so that it could ensure that targets and objectives were being met and identify areas where performance might be improved.  Having noted the discussion at this meeting and made specific resolution where it so wished, the Committee was content to note the performance information report.

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