Decision details

Purpose of the Report

To present an outturn summary of the Council’s operational performance in quarter one of 2022/23.

Decision

That the achievements described and the issues identified in the quarter one Operational Performance Report for 2022/23 be noted.

Alternative Options Considered and Rejected

None were considered.

Reasons for the Decision

The outturn summary report detailed performance against a total of 76 measures, of which 14 were below target; 23 were within target boundaries; and 22 had exceeded a higher target. A further 17 measures were volumetric, and provided context to overall service delivery. Commentaries on each measure were detailed in the report.

It was noted that the on-going effects of Covid-19 recovery, cost of living increases, staffing retention and movement, and supply shortages had impacted a range of services, full details of which were provided within Appendix A to the report. A summary of the outturn was also provided at Appendix B to the report.

There continued to be less demand for face to face appointments at City Hall.  However, there had been an increase in demand for telephone appointments with Customer Services and owing to recruitment and retention issues, the waiting times for telephone calls were higher than expected.  It was highlighted that the turnover of staff related to employees moving to other areas of the Council following successful recruitment.  The issue of increased waiting times for calls were being considered by officers.  It was noted that there were automated messages for those waiting on a call and an offer of an automated call back.

The report had been considered by the Performance Scrutiny Committee at its meeting on 18 August 2022.