Agenda item

Key Performance Indicator Proposal

To receive a report from Mark Robinson, Executive Member for Customer, Digital & Performance and Ryan Pack, Innovation & Change Business Partner.



Councillor Robinson, the Executive Member for Customer, Digital & Performance presented the report that recommended proposed changes to Key Performance Indicators for the upcoming 2021/22 performance cycle which if agreed, would be submitted to Cabinet for approval.


The Innovation and Change Business Partner, Ryan Pack said that there was a list of approximately 60 indicators which the team were seeking feedback on to reduce and that some of the satisfaction measures were not yet set in place so would not be included in the Q3 report.


Councillor Wickerson suggested that planning enforcement should also be included and added to the planning heading.


Councillor Birt agreed with the comments on page 19, para 1.5 where it stated that focusing on the wrong metrics or too many metrics could be detrimental, but also felt that a lack of focus or too few metrics could be detrimental too. He mentioned the climate emergency declaration made by Breckland Council and the fact that it had agreed to try to reach net zero by 2035 but felt that this required some form of carbon measuring to be put in place to be able to reach that target but could not see sight of any metrics on this. He had concerns that the right metrics were not in the right place to get to the core of the issue and to measure how this could be achieved.


Councillor Clarke felt that the Complaints KPI needed to be broken down further to show the types of complaints received. He also felt that measuring how KPIs related to risk was important.


Councillor Morton felt that Breckland Council should go back to the climate change report from earlier in the year and look at the recommendations to see what progress the Council was actually making, as this highlighted the large carbon emission buildings and as a minimum felt that this should be measured.


Councillor Jermy asked for reassurance that under the section relating to jobs supported, it was important that the field was not too narrow and that the range and type of jobs created was important and not just the number of jobs created.


The Chairman had some suggestions and amendments to the KPIs and felt that some could only be reported by exception which were:


·         page 23, Health and Safety Property Compliance, to be reported as an exception if there was a breach

·         Page 24 & 25, Silktide – Overall external score, and Overall internal score – this was an Executive Member role to ensure that the website was doing everything it should do

·         a combined figure should be seen on the amount of carbon reductions to ensure it was going down, rather than separate reports on the amount of carbon saved by staff, the emissions reduced from trees and the number of additional electric vehicle charging points delivered.

·         Facebook engagement and twitter engagement were not necessary to be included in the report

·         the number of staff who felt well supported by the Council could be included in an annual report

·         the percentage of claims for compensation against the Council, the ICO decisions upheld could be reported by exception

·         directly supported survivors could also be reported by exception or in an annual report

·         the Percentage encouraged to try new things (Silver Social), the percentage who felt part of the community (Silver Social) and Total Attendance could be useful as a single report on a less regular basis

·         the total referrals to Thetford Citizens Advice was too bespoke and not for this Commission

·         information on HMOs and category 1 Hazard repairs could be reported annually


Councillor Birt asked for the information on Category 1 Hazard repairs to remain as he felt this was important.


Councillor Jermy asked for the reporting on Thetford and District Citizens Advice to remain as this was directly funded by Breckland Council and should be monitored to ensure value for money and to spot increases in demand.


Subject to the above suggestions, the Commission noted the report.


Supporting documents: