Agenda item

Members were reminded at their meeting on 22 April 2009 it had been agreed that future performance information reports should include final performance information and trend data for 2008/09 along with key performance indicators for 2009/10. Both reports considered by Members included this information.

Deputy Chief Executive’s Office 

The quarterly performance information report provided a review of the actions taken to meet the Council Plan targets, the Local Area Agreement targets and National and Key Performance Indicators.

Reference was made to a Group plan target of working with Hillingdon Primary Care Trust to appoint a Joint Director of Public Health which was showing slippage. This was because it had proved difficult to recruit to the post because of the level of medical expertise required. This was a national problem not unique to Hillingdon.

The Chairman asked for an update report on Human Resources to be submitted to the next meeting of this Committee.

Finance & Resources

Reference was made to the new national indicators which had been developed to reflect the government’s national priorities. In relation to NI 14 Avoidable Contact, Members were informed that this was a measurement of the proportion of times that officers are contacted by customers that could have been avoided by previously providing better information, providing service on time rather than late and so on. The first measurement was carried out in March 2009, with a result of 30% avoidable contact for the specified range of services across the whole Council. The target was to cut this in half over the next three years.

Discussion took place on this target and Members were assured that the well trained contact centre staff were well equipped to provide the right information to customers on their initial contact. Communication covered telephone contact, letters and emails. Details on how this related to vexatious complainants would be sent to Members.

BV9 and 10 – Proportion of Council Tax and Business Rates collected; Members noted the excellent outturn figures which were very close to the target, despite the present economic situation.

Performance on Member Enquiries and Customer Complaints had recovered in the last few months after dropping well below the target of 95% in the middle of 2008-09 due to a change of staff in the Business Support Unit and poor management controls. Members were informed that officers had to respond to customer complaints within 10 days. Further details on these statistics would be sent to Members for their information.

Considerable management input had resulted in an improvement in levels of sickness absence and this was now 2.5% below the target. Reference was made to some staff in certain areas of the Civic Centre suffering with eye problems caused by humidity issues. Recent improvements to the air conditioning system, costing £120,000, would rectify this problem.

Members were informed that two teams within Finance & Resources (ICT Operational Delivery and Finance – Education and Children’s Service) had achieved all their Team Bonus Targets and their efforts would be considered by the judging panel. A Member referred to an issue regarding the certificate required for Internet Explorer 9, the representative from Finance & Resources would investigate this and reply to the Member.    

Resolved –

1.      That the information provided in both reports be noted and officers be thanked for the excellent way the information was presented.

2.  That an update be provided on Human Resources which was moved into the Deputy Chief Executive’s Office directorate as a result of the service review.