Issue - meetings

Purpose of Report

To present the Executive with a summary of the operational performance position for quarter four of the financial year 2017/18, along with some full year outturn updates.

Decision

(1)       That the report be noted.

(2)       That the relevant Portfolio Holders ensure that management had a local focus on those areas highlighted as showing deteriorating performance.

Alternative Options Considered and Rejected

None.

Reason for Decision

Quarter four outturn highlighted a long list of exceptional performance results, particularly in relation to housing and food health and safety. The following exceptional areas of performance were noted:

·         the number of users logged into the self-service system ‘MyInfo’ had increased from 6,409 in quarter three to 9,865;

·         at 9,826, the number of face to face customer visits had dropped by approximately 3,000 from quarter four in 2017;

·         the City of Lincoln council tax collection rate stood at 97.17% which was above the 97.11% target;

·         the level of outstanding customer changes in the Revenues Team had improved from 296 in quarter four in 2017 to 121 this quarter;

·         the average time to process housing benefit claim changes of circumstances had surpassed its target of five days with an outturn of four days;

·         the percentage of quality checks made where benefit entitlement was correct had improved from 91% last quarter to 92% in quarter four;

·         the number of off-street charged car parking spaces had increased from 2,242 last year to 3,622 this year. This had led to a temporary decline in utilisation, dropping to 45%;

·         the number of service requests for Public Protection and Anti-Social Behaviour had seen improvements reducing from 1,001 last year to 587 this year;

·         the percentage of premises fully or broadly compliant with Food Health and Safety inspections had exceeded the 97% target at 98%;

·         the average time taken from the date of the Food Health and Safety inspection to achieving compliance had improved from 13.25 days to 10.40 this quarter;

·         the percentage of official Food Health and Safety controls that had been completed had improved from 84.5% to 94% and was now on target;

·         the percentage of non-major planning applications determined within the government two year rolling target had reached 95%;

·         the percentage of major planning applications determined within the government two year rolling target had reached 100%;

·         the current tenant arrears as a percentage of the annual rent debit had surpassed its target of 2.15% with a figure of 2.11%;

·         the percentage of reactive repairs completed within target time had surpassed its target of 95% with an outturn figure of 97.49%.

Areas where performance could improve were noted as follows:

·         the average time taken to answer a call to customer services had deteriorated from 28 seconds to 104 seconds, which was outside the target of 40 – 50 seconds;

·         the business rates outturn collection rate had reduced from 99.43% last year to 98.87%;

·         the number of housing benefits/council tax support customers awaiting assessment had increased from 555 in 2016/17 to 696 this year;

·         the reported percentage  ...  view the full minutes text for item 8