Meeting documents

1 THE ISSUE

1.1 Performance reports are submitted from each service area on a four monthly cycle. The attached report details the key issues arising in Resources for the four months to the end of May 2004, and the ongoing actions taking place to progress them: together with the historic and current performance indicator tables.

1.2 Services covered by this report include Human Resources, Information Technology, Finance, Revenues and Benefits, Property and Legal Services, and Emergency Management.

2 RECOMMENDATION

2.1 That the Executive note the range of performance issues faced by Resources and the 2003/04 year performance indicator position.

3 FINANCIAL IMPLICATIONS

3.1 There are no financial implications arising as a result of this report.

4 THE REPORT

4.1 The report includes performance measurement of the services covered against 33 performance indicators and highlights key issues in services broadly following the Business Excellence model approach. There are 4 local indicators reported in addition to those required by statute. The indicators show that, in 2003/04 year, 12 out of the 33 indicators achieved the target performance levels, while 19 failed to reach target, and actual results for two of the indicators are not yet available. Of the indicators that did not reach target, seven achieved a better performance than last year or last survey; while three were new statutory indicators measured against estimated targets for which there was no reliable historic data to enable realistic target setting.

4.2 The number of indicators failing to reach target is a concern, and various actions are in progress to address the performance issues raised. Details are given below.

4.3 The Revenues and Benefits Service has the greatest number of indicators below target (14), and actions to improve performance have already been initiated by the Head of Service. Performance is improving, but has not yet reached target levels. Improved workload planning and use of contract services are tackling the backlog of processing; and are directed at improving tax collection rates. These actions should lead also to an improvement in customer satisfaction indicators. All performance targets have been reviewed to ensure they are stretching, but achievable. In 2003/04 the service was required to set targets against four new national indicators where there was no previous information to guide target-setting. Where those initial targets have proved unrealistic, they have been reviewed for 2004/05. The Resources Overview and Scrutiny Panel have undertaken a Mini-Review of the Revenues and Benefits Service, and have concluded that the service, while not in the upper quartile, is satisfactory given the resources available.

4.4 Performance on payment of supplier invoices is below target. The most significant service affecting this indicator - Social Services - has commenced a wide-ranging Back Office Processing project to improve performance. The other service with problems in paying invoices quickly is Operations, and a review of processing methods is being undertaken by this service. In addition, the advent of the new FMS Purchase Order Processing Payments module should improve payments performance across the Council.

4.5 2003/04 performance on staffing indicators must be considered in the context of staff transfers during the period. Indicators below target in this section relate to the Council's performance on employment of people from minority ethnic communities, and who declare they are disabled; and the number of early retirements. A number of initiatives are already in place Council-wide aimed at improving performance against these measures.