Members received the report of the Director – Place and Climate Change, which gave details of the current Key Performance Indicators (KPIs) which covered five themes reflecting key priorities from the Corporate Plan.  It was intended to change the style of KPIs to better reflect indicators over which the Council had direct control and report other more wide-ranging factors through an annual state of the district report.

The report proposed a maximum of 25 KPIs for 2023/24, detailed at Appendix A to the report, broken down into eight service areas, namely:

•     Environmental Health (two indicators)

•     Housing (two indicators)

•     Customer Services (five indicators)

•     Neighbourhood Services (five indicators)

•     Estates (one indicator)

•     Corporate Core (two indicators)

•     Planning Development Management (four indicators)

•     Revenues and Benefits (four indicators)

Members were invited to consider which of the proposed 25 KPIs they wanted to monitor.  Aside from the above 25 measurements to be reported quarterly, other indicators informing the Corporate Management Team of performance would be reported by exception to the Overview and Scrutiny Committee (OSC) where they were exceeding or significantly missing their target.

With regard to environmental measurements, these would be reported through an updated Environment Strategy, developed and overseen by the Climate Change Steering Group and reported to OSC every six months. 

Members felt unable to recommend which KPIs should be monitored, as the current performance for the proposed KPIs was not included within the report.  It was considered that the sickness monitoring could be removed as this would be reported to the newly established HR Committee and, given the importance of homelessness, the average number of weeks spent in Temporary Accommodation (TA) was requested to be retained.  

The OSC agreed to recommend all the suggested KPIs, with the exception of the sickness monitoring, plus the addition of number of weeks spent in TA provided that Cabinet received details of the current performance to enable consideration of the proposed target in each case.

RESOLVED: That Cabinet be requested to approve the following Key Performance Indicators for 2023/24, subject to comparison to the current performance of each KPI:

1)   Environmental Health

•     % of planning food inspections carried out: Target 90%

•     % of service requests resolved on time: Target 90%

2)   Housing

•     No. Homelessness Prevention/Relief: Target 120 per annum

•     Average cost per TA Placement: £1,200 per month

•     Average Number of weeks spent in TA

3)   Customer Services

•     Calls received per month: Target Reduced on current

•     First Contact Resolution – number of enquiries that are resolved at first point of contact: Target 85%

•     Average call wait time: Target Reduced on current

•     Customer Satisfaction – how satisfied customers are with our services: Target 85%

•     Total Contact – total customer contact including digital: Target Monitor

4)   Neighbourhood Services

•     Waste collections missed bins/100,000: Target 62/ 100,000

•     % of public land found with unacceptable levels of litter: Target 2.50%

•     % of public land found with unacceptable levels of detritus: Target 7%

•     Fly tips recorded on public land/month: Target Average below 70

•     NES – fly tip fines: Target Monitor

5)   Estates

•     Total income from investment properties: Target £2,429,510

6)   Corporate Core

•     FOI - % answered in 20 days: Target 95%

7)   Planning Development Manager

•     % Major Planning Applications with statutory timescale or agreed extension: Target 80%

•     % Non-Major Planning Applications within statutory timescale or agree extension: Target 80%

•     % Major Planning Appeals Allowed: Target 10%

•     % Non-Major Planning Appeals Allowed: Target 30%

8)   Revenues and Benefits

•     Council Tax Collection Rate: Target 98.30%

•     NDR (Business Rates) Collection Rate: Target 98.30%

•     Average Days to Process New Housing Benefit Claims: Target 20 days

•     Average Days to Process Existing Housing Benefit Claims: Target 14 days