Issue - meetings

Report of Deputy Chief Executive and Director of Regeneration and Planning

Lead Cabinet member: Councillor Chris Collier

(Non-key decision):

To note progress and performance for Quarter 2.

The Cabinet considered the report of the Deputy Chief Executive and Director of Regeneration and Planning, asking them to consider the Council’s progress and performance in respect of service areas for the second quarter of the year (July-September 2021), as shown at Appendix 1 to the report.

Policy and Performance Advisory Committee (PPAC), held on 30 November 2021, considered the report and were supportive of the officer recommendation in full. Councillor Boorman, Vice-Chair of PPAC, was in attendance to present PPAC’s discussion. Visiting member and Leader of the Opposition, Councillor Linington also addressed the Cabinet and reiterated the comments made at PPAC.

Commentary on those performance indicators that were currently below target was detailed in the report. The Director of Service Delivery updated the Cabinet on the most up to date performance for the Customer Contact team. The vacancies in the team had now been filled and a training induction was taking place for those new starters. Last week, the Council received 1,771 calls, 90% of which were handled. Only 49% of those handled calls weren’t answered within 60 seconds and the average speed to respond to those calls was 2 minutes. The Cabinet acknowledged the timely improvement in call handling performance, particularly as due to the rapid spread of the Omicron variant and confirmation from the Government that England would be moving to Plan B, the Council were shutting their front offices to reflect national guidance. This would likely result in an increase in customers contacting the Council via telephone, although other channels of communication were available.

The Director of Service Delivery also updated the Cabinet on the recent recruitment event organised by the Council. He confirmed that the event attracted 140 visitors and the number of entry level posts was attracting a younger demographic for a workforce. This was positively welcomed by the Cabinet as the Local Government Association had often commented on the difficulty of recruiting younger staff.

Finally, the Director of Service Delivery updated the Cabinet on the latest figures for days to process change of circumstances forms and council tax and housing benefit claims. New benefit claims were now being processed in 11 days, half the national average and change of circumstances forms were being processed in 4 days.

Resolved (Non-key decision):

To note progress and performance for Quarter 2.

Reason for decision:

To enable Cabinet members to consider specific aspects of the Council’s progress and performance.