Issue - meetings

The Panel is invited to comment on the Corporate Plan Targets 2023/24 Report.

Executive Councillor: S Ferguson

By means of a report and presentation by the Chief Operating Officer (copies of which was appended in the Minute Book), the Corporate Plan Targets 2023/24 was presented to the Panel.

Councillor Jennings observed that some Performance Indicators were set substantially below the targets achieved in the past year. The Panel heard that this was to allow the team to clear the existing backlog and would provide a long term benefit.

The Panel heard that due to residents being able to self-serve via the website, the nature of the calls received by the call centre had become more detailed which had resulted in changes to call handling. This had resulted in a better service for residents who were able to have their enquiries resolved by the call centre on first contact whilst still maintaining good call handling times when benchmarked against other local Councils. Following a further question from Councillor Martin on how the call centre data would be presented, the Panel heard that this would be developed as the year progressed.

Councillor Martin expressed concerns that Performance Indicator 11 was not ambitious enough and enquired whether a higher intervention level would be possible. The Panel heard that a lot of the factors involved were outside of the Councils control and relied on other organisations therefore it was felt that the targets were realistic.

Following an enquiry from Councillor Gardener, the Panel heard that the progress of the Market Towns projects would be seen across the spectrum of Corporate Plan Targets.

In response to a question from Councillor Blackwell surrounding sickness targets, the Panel heard that these had been kept in line with national averages due to the diverse nature of roles across the workforce, however work would be undertaken to ensure intervention levels were consistent with those of neighbouring authorities.

Following a question from Councillor Martin surrounding Performance Indicator 13, the Panel were advised that the detail would be sought and reported back to the Panel at a future date.