Agenda Item No 9
The Vale of Glamorgan Council
Scrutiny Committee (Corporate Resources): 15th October 2013
Report of the Managing Director
Quarter 1 Corporate and Customer Services Performance Report 2013/14
Purpose of the Report
1. To present performance results for quarter 1, 1st April - 30th June, 2013-14.
1. That Committee note service performance results and remedial actions to be taken to address service underperformance.
2. That Committee note progress to date in achieving key outcomes as outlined in the Corporate Plan 2013-17 and the Improvement Plan Part 1 2013/14.
Reasons for the Recommendations
1. To ensure the Council is effectively assessing its performance in line with the requirement to secure continuous improvement outlined in the Local Government Measure (Wales) 2009.
2. To consider the quarter 1 Corporate and Customer services performance results as at 30th June 2013 in order to identify service areas for improvement work.
3. To meet the Auditor General, Wales' improvement proposal to ensure that:
intentions are expressed in a way which allows progress to be measured; and that
reporting arrangements consistently provide Members with an evaluation of performance in the context of the objectives the Council is aiming to achieve.
4. To enable the Council to demonstrate achievement of its objectives and identified outcomes.
2. Service plans for 2013/14 have been revised in accordance with the proposal for improvement and are now designed to focus on the achievement of key objectives within each Directorate which will in turn contribute towards the achievement of identified outcomes. Service plans reflect the revised Corporate Plan 2013-17.
3. Quarterly performance reports have been revised to reflect the new service plans and are designed to ensure the Council reports performance in the context of progress against its objectives. A new framework has been developed in Ffynnon to record performance information against objectives.
4. The revised performance report is structured as follows:
An overview provides a snapshot of the Directorate's progress towards achieving the objectives contributing towards its service outcomes. It highlights progress towards key actions in the Corporate Plan 2013-17 and the Improvement Plan Part 1 2013/14 for which the Directorate has lead responsibility. This section will also include Outcome Agreements once they are agreed with Welsh Government. Examples of exceptional performance during the quarter are highlighted as are key areas of slippage and the planned remedial action to bring these back on track.
A brief evaluation is provided of each service outcome outlining overall progress (including actions and performance measures) towards achievement.
Detailed progress is reported for each service objective looking at all actions broken down into completed, on track, slipped and not started actions. Progress is provided for all performance indicators using the traffic light system (red, amber and green). A 'red' status relates to measures that have missed target by more than 10%; 'amber' relates to performance within 10% of target and 'green' to performance that is on or has exceeded target. All areas of underperformance identified include a reason for the poor performance and proposed remedial actions.
Relevant Issues and Options
5. Overall, the department is on course to achieve the objectives contributing to its service outcomes, with 70% of actions currently either completed or on track. Of 15 corporate plan actions within its service plan, 80% (12) are on track for completion, 2 have slipped and 1 has not started but was due to have. All 5 improvement objective actions, are either completed or on track for completion.
6. Of 13 performance indicators, 5 have either met or exceeded target, 3 are within 10% of target, 2 have missed target by more than 10%, 2 are new PIs so have not set a target and data for 1 indicator was unavailable.
7. In terms of notable performance during the quarter, the service reported that the new web content management system has now been introduced despite initial technical problems, which has given the website a new updated look and will give visitors to our website a better experience when accessing the Council’s website using either mobile or desktop devices. C1V’s new customer feedback software is also now in operation. The Council’s Facebook users have been increased from 650 to over 2000.
8. In addition, the Local Service Board (LSB) agreed a shared Information and Engagement Strategy and has progressed with drawing up data sets which will inform the LSB’s Unified Needs Assessment.
9. In terms of slippage reported, the development of self service facilities on the website [CC01/A006 (CP/CL3)] will resume following approval of the Customer Service and Channel strategies and it is anticipated that all work planned for 2013/14 will be completed by the end of the financial year.
10. Implementation of the new Welsh language standards (CC01/A002) will commence once the Welsh Government, publish the standards. Similarly, work to agree an Outcome Agreement with Welsh Government (CC02/A016) will start once final guidance has been received.
11. A detailed report of the Directorate’s overall performance is provided at Appendix 1.
Resource Implications (Financial and Employment)
12. There are no additional budgetary implications arising from this report although underperformance in some areas may have a negative impact on external assessments of the Council and could put certain funding opportunities at risk.
Sustainability and Climate Change Implications
13. Underperformance issues relating to sustainability will be given due consideration both corporately and within the relevant service areas.
Legal Implications (to Include Human Rights Implications)
14. The Local Government Act 1999, the Wales Programme for Improvement and the Local Government (Wales) Measure 2009 require that the Council secure continuous improvement across the full range of local services for which it is responsible.
Crime and Disorder Implications
15. Underperformance issues relating to crime and disorder will be given due consideration both corporately and within the relevant service areas.
Equal Opportunities Implications (to include Welsh Language issues)
16. Underperformance issues relating to equalities will be given due consideration both corporately and within the relevant service areas.
17. The Corporate Plan 2013-17 outlines community leadership as a priority for the Council. Improving how the Council evidences and reports achievements of its outcomes and objectives contributes towards effective community leadership.
Policy Framework and Budget
18. The Corporate Plan 2013-17 outlines community leadership as a priority for the Council. Improving how the Council evidences and reports achievements of its outcomes and objectives contributes towards effective community leadership.
Consultation (including Ward Member Consultation)
19. The information contained within the report is based on quarterly returns provided by service Directorates on Ffynnon. An overall Council report on performance has been considered by Cabinet. Quarterly performance reports are reported to relevant Scrutiny Committees.
Relevant Scrutiny Committee
20. Corporate Resources
21. Quarter 1 Performance Report, Cabinet, 23 September 2013
Julia Archampong, Performance Manager.
Corporate Management Team
Huw Isaac, Head of Performance and Development
Beverly Noon, Operational Manager – Corporate Policy and Communications
Sian Davies, Managing Director