Agenda item

Pat Jukes, Business Manager Corporate Policy:

 

a)    presented Performance Scrutiny Committee with an outturn summary of the Council’s Performance in the year 2020/21

 

b)    explained that the full report was attached as Appendix A, with the Strategic Measures Dashboard attaches as Appendix B, and the annual measures as Appendix C. It provided a summary table of results by directorate plus a narrative summary of performance for quarters three and four for each of the key services

 

c)    invited members’ comments and questions.

 

Question: Members asked for Officers to look at some of the graphics in the report as they were blurry and made it difficult to read some of the text.

 

Response: Officers will correct this in time for the Q1 report.

 

Question: Members asked for more detail on the data for Communications with how many social media hits we were getting and by type.

 

Response:  This information would be provided for future reports.

 

Question: Members asked for a breakdown of calls received by Customer Services by the nature of the call and how many could have been completed online.

 

Response: A report that had been taken to CMT showed that there had been a significant shift with online contact from customers. The breakdown information would be provided for future reports.

 

Question: Members asked for the percentage of staff that had been migrated over to Microsoft Teams.

 

Response: There had been 300 staff that had been migrated over so far. The migration was on track subject to the supply of devices with ever staff member who requires Microsoft Teams to have this by the beginning of September.

 

Question: Members asked what was taking place to help gain more apprentices as it was disappointing to see that the figures were low.

 

Response: This was a disappointing figure but apprentices needed to work very closely with others in order to gain experience and knowledge etc. the whole apprenticeship scheme was being reviewed to see how this could be changed and how the scheme would run in the  future.

 

Question: Members asked for a comparison between call length for previous years.

 

Response: Officers were to look at this and report back to the Committee as to whether this was possible retrospectively or ongoing.

 

Question: Members asked for the wording to be changed for the second measure for Communications.

 

Response: New wording was to be proposed and implemented for future reports.

 

Question: Members asked why having only 300 more individuals on the electoral roll was significant.

 

Response: This was due to previously reporting that there was a lack of take up for individuals to be placed on the electoral register so 300 meant that there was a positive increase in individuals registered.

 

Question: Members asked what was being put in place to help with the expected increase in workload for the Revenues and Benefits Team due to the changes in furlough/Universal Credit.

 

Response: Teams were currently prioritising the reprioritisation of work and the workload was being moved online.

 

Question: Members asked if there was any information on how many Customer Services phone calls had been dealt with first time.

 

Response: This used to be measured by satisfaction surveys but had not been carried out recently due to Covid-19.

 

Question: Members commented that it was disappointing to see the waste and  recycling figure so low and asked why and how the Council compared to other local authorities in Lincolnshire.

 

Response: This information would be sought and reported back to the Committee.

 

Question: Members asked what areas of the City had low performance in regard to recycling and what was being done to increase rates of recycling.

 

Response: This information would be sought and reported back to the Committee.

 

Question: Members asked when the paper recycling bins would be rolled out in the City.

 

Response: This information would be sought and reported back to the Committee.

 

Question: Members asked when an update on the Parking Strategy would be received.

 

Response: The Parking Strategy should be received next year, as 2025 priorities were currently being reviewed.  Car parking had started to see a rise in customers but this had recently reduced owing to the temporary closure of Pelham Bridge.

 

Question: Members asked when the satisfaction surveys about anti-social behaviour complaints would be measured again as this was impacting on residents’ lives.

 

Response: These surveys were carried out by the Customer Services Team and would need to be started again. Officers were to report back to the Committee with a date of when this would start again.

 

Question: Members asked whether the Committee could be offered the opportunity to see a Decent Home (of an older generation) prior to it being offered to a member of the public.

 

Response: The Lincoln Tenants Panel had attend properties at random but had not carried out recent random visits due to Covid-19. Once these visits restarted, it was suggested members could attend with the Tenants Panel.

 

Question: Members asked when they would see the results of the pilot repairs scheme.

 

Response: This information may be taken to Housing Scrutiny Sub Committee on the 23^rd June 2021 where the question would be re-asked.

 

Question: Members asked for some detailed statistics on what appointments had been kept and which had been completed on the first visit.

 

Response: This information was available for the Housing Scrutiny Sub Committee.

 

Question: Members asked whether there was any data to show how much overtime staff had done over the past year and how much leave had been accrued by staff as members were worried that staff were not taking their entitled leave.

 

Response: Managers had been reminded regularly to make sure that their employees used their annual leave entitlement.. CMT had allowed leave to be carried over for two years. If there was central information on how much leave staff had to be carried forward, or had already carried forward then this would be forwarded onto the Committee.

 

Question: Members asked why there had been a drop in the complaint response times.

 

Response: This was due to one complaint that had taken more time than usual to resolved.

 

RESOLVED that the outturn summary be noted.