9 BCa/21/2 QUARTER 4 PERFORMANCE PRESENTATION PDF 1 MB
Cabinet Member for Customers, Digital Transformation and Improvement
A presentation of performance across the whole Council for the period 1 January – 31 March 2021 (Q4). To note the information contained within the presentation, giving the opportunity to reflect and comment on progress made against the key priorities aligned to the Corporate Plan 2019 – 2027.
Minutes:
9.1 The Cabinet Member for Customers, Digital Transformation and Improvement introduced the item.
9.2 The Assistant Director for Customers, Digital Transformation and Improvement provided a presentation of the Quarter 4 Performance and an overview of the key performance measures.
9.3 Councillor Arthey queried whether any action could be taken to improve the customer service figures in respect of telephone call answer times and the number of abandoned calls. In response the Assistant Director for Customers, Digital Transformation and Improvement advised that the telephone call rates were higher during quarter 3 due to the issuing of council tax bills in this period. The Assistant Director advised that additional staff members were employed during these periods to mitigate the wait time and the Chat Bot function had also been introduced. The Assistant Director also advised that although the call answer times and abandonment rates were higher during this quarter, the average rates for the year were below target.
9.4 Councillor McCraw suggested that future presentations could include annual figures alongside quarterly figures to enable comparisons across the year.
9.5 Following questions from Members regarding the customer service performance figures, the Assistant Director provided assurance that improvements to the services were continually being considered and reviewed.
9.6 Councillor McLaren queried what action would be taken to ensure digital inclusion for residents. The Assistant Director provided details of the programmes of work which were being considered and advised that details of these would be shared with Members over the coming months.
9.7 Councillor Busy requested details of the number of fly tipping incidents resulting in prosecutions. The Assistant Director advised that these details would be provided by the Assistant Director for Environment.
9.8 The report was noted.
8 MCa/21/2 QUARTER FOUR PERFORMANCE PRESENTATION PDF 1 MB
Cabinet Member for Digital Transformation and Improvement
A presentation of performance across the whole Council for the period 1 January – 31 March 2021 (Q4). To note the information contained within the presentation, giving the opportunity to reflect and comment on progress made against the key priorities aligned to the Corporate Plan 2019 – 2027.’
Minutes:
8.1 The Chair welcomed the Assistant Director for Customers Services to the meeting.
8.2 The Assistant Director for Customer Services introduced the Quarter Four Performance Presentation and provided an overview of the key performance measures to Members.
8.3 In response to a question from Councillor Field regarding the iESE award nomination for the Planning Enforcement Team, the Assistant Director for Customer Services confirmed that the submission written for the award would be shared to demonstrate why the team was recognised for their customer focus.
8.4 Following a further question from Councillor Field regarding the performance measures for customer services, the Assistant Director for Customer Services advised that although the telephone call abandonment rate and call answer times were above target for quarter 3, the average rates over the year were below target. Members were advised that call rates were higher during quarter 3 due to the issuing of Council Tax bills and rent letters in this period. The number of telephone queries were therefore significantly increased as a result.
8.5 Councillor Welham queried whether the complaints which had been received and upheld were related to particular services areas. The Assistant Director for Customer Services confirmed that these complaints were predominantly in relation to missed bin collections and housing repairs works. Members were advised that these services had been affected by Covid-19 restrictions to working practices.
8.6 The Cabinet Member for Wellbeing, Councillor Richardson, responded to questions from Councillor Welham regarding wellbeing support for rural communities, and provided an update on the work which had taken place in the development of the Wellbeing Strategy.
8.7 Councillor Flatman, the Cabinet Member for Communities, responded to a question from Councillor Welham regarding the plans for the opening of Needham Lake Visitor Centre. Councillor Flatman outlined the various plans in place including guided walks activities, working with schools, and outreach amenities.
8.8 Councillor Brewster recognised the level of work undertaken by the Economies Team during the pandemic with regard to Government grants and thanked all officers involved in the roll out of the various grants.
8.9 Councillor Richardson expressed thanks to the Strategic Director, the Assistant Director for Planning for Growth, the Corporate Manager for Communities, and Councillor Flatman for their work on the Wellbeing Strategy over the last few months.
8.10 On behalf of the Cabinet, Councillor Morley thanked all officers for the work undertaken during the Covid-19 pandemic.