ITD 1 Series1 ITD 1 A B C D E F G H I J K L M N O P Q R 1 Surrey by abstraks

VIEWS: 1 PAGES: 4

									1.2




 1




0.8




0.6       Series1




0.4




0.2




 0
      1
                                                                                                                                                                                                                                                                                                                                                                                                                                                                           Annex B



              A                                   B                          C   D      E           F                  G                H             I                J                    K                  L             M                N             O               P                     Q                                                                                    R

1    Surrey Heath Borough Council – Best Value and Local Performance and Activity Indicators 2007/08
2    Policy and Audit Scrutiny Committee
3
                                                                                 Key

                           Contents
                           Corporate Health - page 1                             R          Significantly off target,                                                                                                                                                                                        SH - Surrey Heath Local Performance/Activity Indicator (shaded)
4                          Communications - page 2                                          requires immediate action

                           Fraud Investigation - page 2                          A          Slightly off target requires                                                                                                                                                                                     BV - Best Value Performance Indicator
5                          Customer Care - page 2                                           monitoring
                           Complaints and Service Quality
                           Indicators - page 2
                                                                                                                                                                                                                                                                                                             National/ Statutory Target - target set by the Government
                           Contact Centre - page 2 - 3                           G          On or
                                                                                                                                                                                                                                                                                                             Top Quartile Target - aim to reach the performance level of the top quartile of performers in the previous year's outturn
                                                                                            exceeding
6                                                                                           target



7
                                                                             Traffic        3rd quarter Actuals                  1st Quarter     2nd Quarter 3rd Quarter            Target               Target        Target 2009/10 Scrutiny          Departme Service Head            Portfolio Holder Further information
                                                                             Light          2006/07 for 2006/07                  2007/08         2007/08     2007/08                2007/08              2008/09       BV PIs only    Committee         ntal     Responsible             Responsible
                                                                             Position       comparison                                                                                                   BV PIs only                                    Managem
                                                                                                                                                                                                                                                        ent Team
9
                                                                             R   A      G
                                                                             e   m      r
     BVPI No./ SH No. Area/Description                                       d   b      e
                                                                                 e      e
                                                                                 r      n
10
11
12                         Corporate Health                                                                                                                                                                                          Policy & Audit
     BV2a                  The level (if any) of the Equality Standard for                                                                                                                                                                                                                                   The Council achieved Level 1 of the Equality Standard in January 2007. Level One of the Equality Standard involved the Council demonstrating
                           Local Government to which the authority                                                                                                                                                                                                                          Cllr Gibson -    a commitment to its Equality Policy by developing a Corporate Equality Action Plan. The Council is working towards reaching Level 2 of the
                                                                                        G
                           conforms.                                                                                                                                                                                                                                                        Leader of the    Equality Standard by October 2008 by carrying out an impact assessment programme and consulting with the community. Five out of eleven of
14                                                                                                  0                  1                1             1                1                    1                  2             3         Policy & Audit                Chief Executive           Council       the other Surrey districts have attained Level 2 of the Equality Standard.
     BV2b
                                                                                                                                                                                                                                                                                                             The indicator score is expressed as a percentage of a number of criteria met from a check list. The percentage of economically active ethnic
                           The duty to promote race equality.                    A                                                                                                                                                                                                                           minority people in Surrey Heath is 6.9%. The indicator figure falls within the bottom quartile (53%) for District Councils for 2006/07. The
                                                                                                                                                                                                                                                                                           Cllr Gibson -     Council's score with regard to its duty to promote race equality will improve as its moves further forward with meeting Level 2 of the Equality
16                                                                                                 42%              57.8%             57.8%         63.15%          63.15%                68%                85%            89%        Policy & Audit                Chief Executive          Leader         Standard. Level Two of the Standard requires the Council to begin to implement the commitments it has made in its Policy.
                           The percentage of undisputed invoices paid                                                                                                                                                                                                                     Cllr Hawkins -
                           in 30 days                                                                                                                                                                                                                                                      Resources,
                                                                                 A
                                                                                                                                                                                                                                                         Support                         Performance and     The indicator was in the median quartile (96%) for District Councils for 2006/07. Unpaid invoices could result in a financial loss to the Council as
18 BV8                                                                                            97.73%            97.20%            97.3%         96.0%            96.6%                98%                98%            98%        Policy & Audit    Services    Heads of Service           Audit        businesses can make an extra charge if an invoice is not paid in time.
                                                                                                                                                                                                                                                                                          Cllr Hawkins -
                                                                                                                                                                                                                                                                                           Resources,
                                                                                        G
     BV9 - Top quartile                                                                                                                                                                                                                                  Support                         Performance and
20 target              The percentage of Council Tax collected.                                   85.45%            99.20%           28.88%         57.68%          86.82%                99%                99%            99%        Policy & Audit    Services    Head of Finance            Audit        The indicator was in the top quartile (98.6%) for District Council's for 2006/07.
                       The percentage of non-domestic rates due for                                                                                                                                                                                                                       Cllr Hawkins -
                       the financial year which were received by the                                                                                                                                                                                                                       Resources,
                                                                                        G
   BV10 - Top quartile authority.                                                                                                                                                                                                                        Support                         Performance and
22 target                                                                                         87.57%            99.30%           29.63%         58.37%          86.98%                99%                99%            99%        Policy & Audit    Services    Head of Finance            Audit        The indicator was in the top quartile (99.36%) for District Council's for 2006/07.

                           The percentage of top 5% of earners (approx                                                                                                                                                                                   Support    Head of Legal and       Cllr Gibson -     Surrey Heath had the highest percentage of top 5% of earners that are women (35.7%) compared to the other Surrey districts in 2006/07. The
24 BV11a                   15 posts) that are women.                                              annual            35.7%            annual         annual           annual               20%                20%           20%         Policy & Audit    Services   Corporate Services         Leader         average was 24.08%. The indicator was in the top quartile (33.1%) for all District Council's for 2006/07.
                           The percentage of top 5% earners from an                                                                                                                                                                                                                                           The average of top 5% of earners from ethnic minorities for Surrey Districts in 2006/07 was 1.64%. The indicator was in the bottom quartile
                           ethnic minority.                                                                                                                                                                                                                                                                   (1.96%) for District Councils for 2006/07. The Council is an equal opportunities employer and does not discriminate in favour of particular society
                                                                                                                                                                                                                                                         Support    Head of Legal and        Cllr Gibson -    groups. The Council will always ensure that it employs the best person for the job. Consideration is being given to indicating under
26 BV11b                                                                                          annual              0%             annual         annual           annual                7%                 7%            7%         Policy & Audit    Services   Corporate Services          Leader        representation at this level in job adverts.
     BV11c                 Top 5% of earners that have a disability                               annual            7.10%            annual         annual           annual                7%                 7%            7%                                      Head of Legal and        Cllr Gibson -    The average of top 5% of earners with a disability for Surrey Districts was 4.32% compared to 7.4% for Surrey Heath. The indicator was in the
                                                                                                                                                                                                                                                                    Corporate Services          Leader        top quartile (6.25%) for District Councils in 2006/07. Staff who have a disability are those that identify themselves as such in the staff survey,
                                                                                                                                                                                                                                                                                                              against the definition provided in the Disability Discrimination Act 1995. The DDA states that a person has a disability if 'she or he has a physical
                                                                                                                                                                                                                                                         Support                                              or mental impairment which has a substantial and long term adverse effect on his/her ability to carry out normal day to day activities. Job
28                                                                                                                                                                                                                                     Policy & Audit    Services                                             adverts should indicate under representation at this level.
   BV12 - Top quartile                                                                             7.41              7.40              6.69          5.97             5.39              8.5 days             8 days        8 days                                   Head of Legal and                         The indicator was in the top quartile (8.08%) for District Councils in 2006/07. This figure demonstrates the movement in no. of days lost due to
   target              The number of working days /shifts lost due                                                                                                                                                                                                  Corporate Services                        sickness absence since last reported on. The Council has implemented measures to seek to reduce levels of sickness by introducing EAP (staff
                       to sickness absence. (This indicator is                                                                                                                                                                                                                              Cllr Hawkins -    welfare package), regular visits by the Council's occupational health adviser, by utilising the Bradford Scoring Index and by training staff on
                                                                                        G
                       calculated as average days lost per FTE                                                                                                                                                                                                                                Resources,      managing sickness.
                       employee over the current financial year due                                                                                                                                                                                      Support                          Performance and The Surrey District average for no. of working days lost due to sickness absence in 2006/07 was 8.10 days, therefore Surrey Heath has lower
30                     to sickness on a rolling basis.)                                                                                                                                                                                Policy & Audit    Services                                 Audit       sickness absence than most of the other Surrey districts.
   SH08                The percentage of ‘long term’                                                                                                                                                                                                                                        Cllr Hawkins -    Defined as being sick for longer than five weeks.
                       sickness/absence (of total no. of staff                                                                                                                                                                                                                           Portfolio Holder for
                       employed at that time off sick).                                 G                                                                                                                                                                                                     Resources,
                                                                                                                                                                                                                                                         Support    Head of Legal and     Performance and
32                                                                                                40.47%            38.48%           40.16%         29.93%          18.67%                       40%                                   Policy & Audit    Services   Corporate Services            Audit
                           Percentage of staff who have been off sick in                                                                                                                                                                                                                                      The Bradford Scoring Index is a tool used to monitor sickness absence. The Bradford Index is calculated by taking the number of absences
                           the rolling year who have a Bradford Scoring                                                                                                                                                                                                                  Cllr Hawkins - for multiplied by itself and then multiplied again by the total number of days e.g. 3 separate occasions of sickness absence totalling 6 days equals a
     SH17 New 2006/07      Index of over 250                                            G                       4th quarter                                                                                                                                                              Resources,           score of 54. A total of 6 days on one separate occasion would achieve a Bradford Scoring Index of 6. MB have set a trigger point at which
                                                                                                                2006/07 -                                                                                                                                Support    Head of Legal and    Performance and absences will be monitored at 250. As absences above the Bradford Scoring Index of 250 reduce MB will be looking to reduce the trigger of 250
34                                                                                          N/A                 11.21%                  10.14%            9.04%             7.19%        10.5%                                         Policy & Audit    Services   Corporate Services   Audit                to a lower level. Targets will be set once trend data has been established.
                           Voluntary leavers as percentage of staff in                                                                                                                                                                                                                    Cllr Hawkins - for
                           post.                                                                                                                                                                                                                                                              Resources,
     SH09                                                                               G
                                                                                                                                                                                                                                                         Support    Head of Legal and     Performance and Voluntary turnover has increased because of the Council re-organisation, MB are monitoring the situation. Under normal circumstances the
35                                                                                                14.14%            9.82%             9.09%         9.04%            7.88%                12%                                          Policy & Audit    Services   Corporate Services            Audit       Council's range for voluntary turnover is between 5 and 12%.
                           Percentage of women applying for jobs at the
     SH14 New 2006/07      Council
                                                                                                                                                                                                                                                         Support    Head of Legal and       Cllr Gibson -
37                                                                                                   61.24%             65.13% Half Year              72.95% Half Year              Activity Indicator                                 Policy & Audit    Services   Corporate Services         Leader
                           Percentage of people from an ethnic minority                                                                                                             Activity Indicator
     SH15 New 2006/07      applying for a job at the Council                                                                                                                                                                                             Support    Head of Legal and       Cllr Gibson -
39                                                                                                      9.91%           11.23% Half Year              12.52% Half Year                                                                 Policy & Audit    Services   Corporate Services         Leader        The percentage of economically active ethnic minority people in Surrey Heath is 6.9%.
                           Percentage of people with disabilities                                                                                                                   Activity Indicator
     SH16 New 2006/07      applying for a job at the Council                                                                                                                                                                                             Support    Head of Legal and       Cllr Gibson -
41                                                                                                      0.71%              1.06% Half year                1.90% Half Year                                                              Policy & Audit    Services   Corporate Services         Leader        The percentage of economically active disabled people in the authority area. 8.19%.




                      11                                                                                                                                                                                                                                                                                                                                                                                                                                        BV and Local PIs 2007-08
                                                                                                                                                                                                                                                                                                                                                                                                                                                                Annex B



                A                                    B                        C   D      E            F         G                   H                   I            J              K               L             M               N               O                P                    Q                                                                                    R
                                                                              Traffic        3rd quarter Actuals           1st Quarter         2nd Quarter 3rd Quarter   Target               Target        Target 2009/10 Scrutiny          Departme Service Head             Portfolio Holder Further information
                                                                              Light          2006/07 for 2006/07           2007/08             2007/08     2007/08       2007/08              2008/09       BV PIs only    Committee         ntal     Responsible              Responsible
                                                                              Position       comparison                                                                                       BV PIs only                                    Managem
                                                                                                                                                                                                                                             ent Team
9
                                                                              R   A      G
                                                                              e   m      r
      BVPI No./ SH No. Area/Description                                       d   b      e
                                                                                  e      e
                                                                                  r      n
10
                           The percentage of employees retiring early
                                                                                                                                                                                                                                                                                                   The indicator was in the bottom quartile (0.98%) for District Councils for 2006/07. The ideal target is to have no retirements before the statutory
                           (excluding ill health retirements) as a
                                                                                                                                                                                                                                                                                                   retirement age, which are a cost to the Council. However, the organisational review has affected all areas of the authority so this is unlikely to be
                           percentage of the total work force.
      BV14 - Top quartile target                                                                                                                                                                                                                                                                   the case in the immediate future. However, the Council will ensure that any early retirements have the lowest possible impact on revenue costs.
                                                                                                                                                                                                                                              Support     Head of Legal and       Cllr Gibson -    The average % of employees retiring early for Surrey districts in 2006/07 was 1.13%, Surrey Heath therefore had a higher percentage of people
43                                                                                           annual                  3.11% annual              annual       annual              3%                 2%            2%         Policy & Audit    Services    Corporate Services         Leader        retiring (3.11%) than most other Surrey districts.
45
      BV15 - Top quartile The percentage of employees retiring on                                annual       0.35%             annual             annual       annual         0.5%               0.5%          0.5%                                                         Cllr Hawkins - The indicator was in the median quartile for District Councils for 2006/07. In terms of what can be influenced the Council will always seek to
      target              grounds of ill health as a percentage of total                                                                                                                                                                                                      Resources,    provide a safe and secure environment for staff to work in. However, it should be recognised that natural illnesses cannot always be eliminated.
                          work force.                                                                                                                                                                                                         Support     Head of Legal and Performance and The average no. of employees retiring early on grounds of ill health for Surrey districts in 2006/07 was 0.39%.
46                                                                                                                                                                                                                          Policy & Audit    Services    Corporate Services       Audit
                                                                                                                                                                                                                                                                                            The aim is to achieve 8.19% of staff declaring they meet the DDA over a period of time, this would then reflect the percentage of economically
                                                                                                                                                                                                                                                                                            active disabled people in the authority area. Staff who have a disability are those that identifying themselves as such in the staff survey, against
                             The percentage of local authority employees                                                                                                                                                                                                      Cllr Gibson - the definition provided in the Disability Discrimination Act 1995. The DDA states that a person has a disability if 'she or he has a physical or
                             declaring that they meet the Disability                                                                                                                                                                          Support     Head of Legal and  Leader of the  mental impairment which has a substantial and long term adverse effect on his/her ability to carry out normal day to day activities.
48 BV16a                     Discrimination Act 1995 disability definition.                      annual      11.23%             annual             annual       annual         11%                11%           11%         Policy & Audit    Services    Corporate Services     Council
                             The percentage of local authority employees                                                                                                                                                                                                                    The aim is to achieve the target over a period of time through improving the recruitment process. The average percentage of staff from ethnic
                             from minority ethnic communities.                                                                                                                                                                                Support     Head of Legal and   Cllr Gibson - minorities for the Surrey Districts was 3.75% in 2006/07 compared to a lower figure of 2.4% at Surrey Heath. The indicator is in the median
53 BV17a                                                                                         annual       2.46%             annual             annual       annual         3.5%               4.0%          4.5%        Policy & Audit    Services    Corporate Services     Leader     quartile for District Councils for 2006/07.
                             The percentage of authority buildings open to                                                                                                                                                                                                                  Local authority buildings open to the public means - buildings or parts of buildings from which the authority provides a service to members of the
                             the public in which all public areas are                                                                                                                                                                                                                       public where the service cannot be provided by alternative means and where inability to access service in person would be discriminatory but
                             suitable for and accessible to disabled                                                                                                                                                                          Support     Head of Legal and   Cllr Gibson - excluding public conveniences. For a building to be open to the public residents must be able to choose on a day to day basis whether to use
55 BV156                     people.                                                             annual        80%             Annual              annual       annual         80%                85%            85%        Policy & Audit    Services    Corporate Services     Leader     the services provided.
                             Communications                                                                                                                                                                                                   Support
59                                                                                                                                                                                                                          Policy & Audit    Services
                             Number of ‘hits’ on the Council’s website per
      SH31                   quarter.                                                    G                                                                                                                                                    Support     Head of Customer     Cllr Brooks -
61                                                                                              113,309      107,916           144,785            127,749      117,253       120,000                                        Policy & Audit    Services    Relations            Corporate           Figures are available to show the no. of hits members of the public are making on particular sections of the website.
                             Percentage of press releases used.                                                                                                                                                                                                                                    Although still off target in the 3rd quarter, there has been an improvement on the previous quarter. It has been agreed by the PIWG that the
                                                                                                                                                                                                                                                                                                   current system is not providing an accurate or useful PI, not taking into account the way in which the newspaper uses the release and ignoring
      SH32                                                                    R                   88%          88%               21%                64%          67%           85%                                                                                                                 other media such as radio and the web. It is likely that this indicator will be changed for 2008/09.
                                                                                                                                                                                                                                              Support     Head of Customer     Cllr Brooks -
63                                                                                                                                                                                                                          Policy & Audit    Services    Relations            Corporate
                             Percentage of key SHBC leaflets (1 key                                                                                                                                                                                       Head of Customer     Cllr Brooks -       Reflects the Council's objectives (Learn) in the Corporate Plan. The Customer Care Standards and the Complaints leaflets have been
      SH33                   leaflets) with 'Plain English' or other such                G        66%          66%              100%               100%         100%           100%                                                           Support     Relations            Corporate           accredited for Plain English. The Council Tax leaflet was accredited in the 1st quarter of 2007/08.
64                           accreditation.                                                                                                                                                                                 Policy & Audit    Services
                                                                                                                                                                                                                                              Support
90                           Fraud Investigation                                                                                                                                                                            Policy & Audit    services
                                                                                                                                                                                                                                                          Head of Audit        Cllr Hawkins -
                                                                                                                                                                                                                                                                               Resources,
                             The number of fraud investigators per 1,000                 G                                                                                                                                                    Support                          Performance and
91 BV76b                     caseload.                                                            0.89         0.89              0.89               0.88         0.9           0.73               0.73           0.73       Policy & Audit    services                         Audit
                                                                                                                                                                                                                                                          Head of Audit        Cllr Hawkins -
                             The number of fraud investigations, per 1,000                                                                                                                                                                                                     Resources,
                                                                                         G
                             case load.                                                                                                                                                                                                       Support                          Performance and
93 BV76c                                                                                         25.51        110.25            21.67              27.28         25.2           80                 85            85         Policy & Audit    services                         Audit
                                                                                                                                                                                                                                                          Head of Audit        Cllr Hawkins -
                                                                                                                                                                                                                                                                               Resources,          The original targets for 2007- 2010 were set on the basis of all claimants possible being prosecuted. Since changes in the subsidy
                             The number of prosecutions per 1,000             R                                                                                                                                                                Support                                             arrangements, more use is being made of sanctions as an alternative to prosecution, as a consequence targets should be set at approximately
                                                                                                                                                                                                                                                                               Performance and
95 BV76d                     caseload.                                                            1.99         5.98              1.33               0.33         1.34          9.25                9.5           9.5        Policy & Audit     services                        Audit               half those identified.
                             Customer Care                                                                                                                                                                                                   Support
208                                                                                                                                                                                                                       Policy & Audit     services
                             The percentage of written correspondence                                                                                                                                                                                                          Cllr Chapman -      It has been programmed in by the Post Room to complete a quarterly sample across Service Areas of the number of days taken to answer
                             requiring a response, answered within 7                                                                                                                                                                                      Head of Customer     Customer Care       correspondence from the third quarter of 2007/2008 onwards. The collation of this information began in mid October 2007, unfortunately due to
      SH02
                             days.                                                                                                                                                                                                           Support      Relations                                staff sickness it has not been possible to report on this indicator for the 3rd quarter. Target to be set once trend data established.
210                                                                                               n/a                      See Further Info.                                                                              Policy & Audit     services     Development
                             Complaint and Service Quality Indicators                                                                                                                                                                        Support
211                                                                                                                                                                                                                       Policy & Audit     services
                             The number of complaints received.                                                                                                          Activity                                                                                              Cllr Chapman -      Since April 2007 complaints are being recorded and monitored on Lagan CRM in parallel with the previous Excel arrangements. There are
                                                                                                                                                                                                                                                          Head of Customer     Customer Care       anomalies between the two reporting methods which are currently being remedied. Only formal complaints are being logged at this time. No
      SH03 New 2006/07
                                                                                                                                                                                                                                             Support      Relations                                target until trend data established.
213                                                                                                   31       143                  9               25               9                                                    Policy & Audit     services     Development
                             The percentage of complaints dealt with                                                                                                                                                                                                           Cllr Chapman -      The complaints working group is reviewing the value of the current indicator. The figure for the 3rd quarter reports the percentage of complaints
                             within 10 days, that could be dealt with in 10                                                                                                                                                                               Head of Customer     Customer Care       resolved within 10 days but makes no allowance for the fact that some complaints received would take longer that 10 days to respond to.
      SH04 New 2006/07                                                        R
                             days.                                                                                                                                                                                                           Support      Relations                                Further discussion will take place at the next working group.
215                                                                                               58%          55%               66%                76%          55%           85%                100%                    Policy & Audit     services     Development
                             Number of complaints to the Ombudsman                                                                                                                                                                                                             Cllr Chapman -
                             classified as ‘maladministration’.                                                                                                                                                                                           Head of Customer     Customer Care
      SH05                                                                               G                                                                                                                                                   Support      Relations
217                                                                                                   0          0                  0                   0            0              0                                     Policy & Audit     services     Development
                             Number of complaints to the Ombudsman                                                                                                                                                                                                             Cllr Chapman -
                             classified as ‘local settlement’.                                                                                                                                                                                            Head of Customer     Customer Care
      SH06                                                                               G
                                                                                                           1 (cumulative                                                                                                                     Support      Relations
219                                                                                                   1        figure)              0                   1            0   no more than 5                                   Policy & Audit     services     Development
                                                                                                                                                                                                                                               Support
                             Contact Centre figures
229                                                                                                                                                                                                                       Policy & Audit      Services
                             Total No. of calls                                                                                                                                                                                                                                Cllr Bell -
      SH11                                                                                                                                                                                                                                   Support      Head of Customer     Modernisation and
231                                                                                              24,307       29,712            28,463             31,156       29,277   Activity Indicator                               Policy & Audit     services     Relations            Efficiency
                             Abandoned Call rate                                                                                                                                                                                                                               Cllr Bell -
                                                                                  A                                                                                                                                                          Support      Head of Customer     Modernisation and
233 SH12                                                                                          7%           18%              8.1%               11.0%        11.0%                   10%                               Policy & Audit     services     Relations            Efficiency
                             The percentage of telephone calls answered                                                                                                                                                                                                        Cllr Bell -
                             within 20 seconds                                    A                                                                                                                                                          Support      Head of Customer     Modernisation and
234 SH13 New 2006/07                                                                             82.7%        79.0%             77.1%              69.0%        75.0%                   80%                               Policy & Audit     services     Relations            Efficiency
                             Percentage of customers enquiries resolved
                             at first point of contact                                                                                                                                                                                                                         Cllr Bell -
      SH18 New 2007/08
                                                                                                                                                                                                                                             Support      Head of Customer     Modernisation and At present the CC are still technically unable to provide this figure however there is a solution, which is to be programmed in the CC
236                                                                                               n/a                  See Further information                                                                            Policy & Audit     services     Relations            Efficiency        programme/training plan for ICT, BAT and CC.




                        12                                                                                                                                                                                                                                                                                                                                                                                                                           BV and Local PIs 2007-08
                                                                                                                                                                                                                                                                                                                                                                                                                        Annex B



             A                                B                   C   D      E        F           G         H             I            J              K                 L             M               N             O             P                  Q                                                                                R
                                                                  Traffic        3rd quarter Actuals   1st Quarter   2nd Quarter 3rd Quarter   Target             Target        Target 2009/10 Scrutiny        Departme Service Head         Portfolio Holder Further information
                                                                  Light          2006/07 for 2006/07   2007/08       2007/08     2007/08       2007/08            2008/09       BV PIs only    Committee       ntal     Responsible          Responsible
                                                                  Position       comparison                                                                       BV PIs only                                  Managem
                                                                                                                                                                                                               ent Team
9
                                                                  R   A      G
                                                                  e   m      r
      BVPI No./ SH No. Area/Description                           d   b      e
                                                                      e      e
                                                                      r      n
10
                         Percentage of customers satisfied with                                                                                target to be set
                         Contact Centre service                                                                                                once trend data                                                                               Cllr Bell -
      SH19 New 2007/08
                                                                                                                                               established                                                     Support    Head of Customer   Modernisation and Taken from monthly satisfaction surveys for the quarter, including telephone and face to face customer response. Target set once trend data
238                                                                                  n/a                   96%           94%         94.5%                                                    Policy & Audit   services   Relations          Efficiency        established.
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391




                    13                                                                                                                                                                                                                                                                                                                                                                                       BV and Local PIs 2007-08

								
To top