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Report to: |
Overview and Scrutiny Committee |
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Date: |
29 September 2022 |
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Title: |
Performance Management Report |
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Portfolio Area: |
Performance: Cllr Nicky Hopwood
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Wards Affected: |
All |
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Urgent Decision: |
N |
Approval and clearance obtained: |
N |
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Author: |
Jim Davis |
Role: |
Head of Customer Service Improvement |
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Contact: |
Jim.davis@swdevon.gov.uk |
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RECOMMENDATION:
That the Overview and Scrutiny Committee NOTE the performance figures for the 2021/22 financial year shown in the Pentana report attached at Appendix A.
1. Executive summary
1.1 The purpose of this report is to provide an overview of performance for the 21/22 financial year.
1.2 Performance reporting and Corporate KPIs now form part of the Corporate strategy reporting cycle.
1.3 The charts show multi-year reporting and highlight the consistency of our performance throughout, and after, the Covid period.
2. Background
2.1 Covid created backlogs continue to be worked down but with no major government announcements (apart from £150 energy rebate at the very end of the quarter) the performance can be judged against more normal levels of customer demand.
2.2 Additional absences from Covid sit on top of our usual sickness which added a small amount of additional pressure across the Council.
3. Outcomes/outputs
3.1 Appendix Acontains screenshots of Pentana Dashboards showing monthly or quarterly performance levels over previous years.
3.2 Contact centre performance is hugely dependent on the volume of calls and Q4 performance has improved across most areas due to:
a. Lower Business grants calls compared to last year
b. Lower waste calls
c. Reduced turnover enabling increased training and upskilling across the team
d. Ongoing review with improvements and additional support having a positive effect.
3.3 Percentage of Household waste sent for recycling reduced in August as the garden waste service was suspended. The increase in March was from its re-instatement.
3.4 Missed bins collection rates improved by the end of the year.
3.5 The increase for short term sickness was mainly due to additional covid sickness on top of usual sickness levels.
3.6 Planning has kept a high workload throughout the year but maintained an above target level of performance throughout.
3.7 Homelessness preventions have suffered throughout the year mainly from a lack of suitable options for people at risk of Homelessness.
4. Implications
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Implications
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Relevant |
Details and proposed measures to address |
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Legal/Governance
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Y |
The Overview & Scrutiny Committee is responsible for both an overview of performance and for scrutinising how the Council is performing as an organisation. |
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Financial implications to include reference to value for money
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N |
There are no direct financial implications of this report |
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Risk |
N |
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Supporting Corporate Strategy |
N |
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Climate Change - Carbon / Biodiversity Impact
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N |
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Comprehensive Impact Assessment Implications |
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Equality and Diversity
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N |
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Safeguarding
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N |
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Community Safety, Crime and Disorder |
N |
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Health, Safety and Wellbeing |
N |
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Other implications |
N |
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Supporting Information
Appendices:
Appendix A – Screenshots of latest data from Pentana
Background Papers:
None