Issue - meetings

Q3 Performance Update

Meeting: 22/03/2021 - Cabinet (Item 37)

37 Q3 Performance Update pdf icon PDF 67 KB

Report of Councillor Sarah Suggitt, Executive Member for Governance.

Additional documents:

Minutes:

The Executive Member for Governance presented the Quarter 3 performance report which had been delivered in a new format following feedback from Members.

 

The Customer Contact Centre had previously struggled to achieve the key performance indicators, however, due to better performance management, a new telephone appointment system, and an automated call back system, matters had improved significantly. 

 

The waste service indicator showed that 99.95% bins had been collected.  Whilst the report highlighted a rise in staff sickness, this was being monitored by HR.

 

Members were informed that the Key Performance Indicators would be reviewed at a Overview and Scrutiny Commission meeting in April, this would allow Members to raise any areas of concern.

 

Members noted the contents of the report.


Meeting: 04/03/2021 - Overview and Scrutiny Commission (Item 30)

30 Q3 Performance Update pdf icon PDF 68 KB

Report of Councillor Sarah Suggitt, Executive Member for Governance.

Additional documents:

Minutes:

The Executive Member for Governance, Sarah Suggitt was pleased to introduce the new look Quarter 3 Performance Report. She explained that the report positively showed an improvement in the Contact Centre with the introduction of a new system to support both staff and residents which had yielded positive results. Throughout the report the impact of Covid-19 could be seen and had been reflected in some areas more than others.

 

The Innovation and Change Business Partner, Ryan Pack explained the new report in further detail and explained that with the new format, they had intended to show the pre-Covid-19 performance and the performance of the last two quarters to reflect the impact it had on the Council.  He felt it was important to contextualise Breckland Council’s performance and how it was reacting during Covid-19. He re-capped on the positives within the report with the improvement achieved within the Contact Centre and highlighted the improvement in recycling tonnage.

 

Councillor Birt noted that the abandoned call rate on Pentana for February alone was indicating 19.52% which was quite high and felt that the wait time calculation was still unclear. He also asked if there could be something within the report to indicate rapid changes in performance in service areas and asked for clarification on what the parameters were when assessing the carbon footprint.

 

The Innovation and Change Business Partner advised he would check on the call wait time and the carbon footprint and report back with the information. The Executive Manager People and Innovation, Jason Cole, explained that within the Contact Centre the changes were monitored regularly, hourly and sometimes on a minute-by-minute basis depending on any peaks throughout the day and resources would be diverted to counteract any rapid increase in calls along with any pre-known factors that could affect the performance. He would contact the Customer Service Manager to find out if there was something particular in February that had caused that increase and report back.

 

Councillor Kybird commented on the number of re-tweets and encouraged Members to re-tweet to reach a wider audience. He also queried the number of empty properties brought back into use against the number of empty properties within Breckland and asked for further explanation on the two different figures. The Innovation and Change Business Partner explained that the figure for empty properties brought back into use on the Key Performance Indicators was as a direct officer intervention by a member of the Private Sector Housing Team working to get an empty property back into use, and the number of empty properties within Breckland was a figure taken from Council Tax reports.

 

Councillor I Martin noted that there had been a significant improvement within the Contact Centre and asked how this process was being managed. The Innovation and Change Business Partner explained all Contact Centre staff were now working from home and the Manager of the Contact Centre had said there been an improvement in some areas due to less office distractions, but he would ask for  ...  view the full minutes text for item 30