Meeting documents

Date

12^th January 2005

Reporting Area

Council Performance

Lead Director

Peter Rowntree

Transport

_ Open Top Tour Buses - Legislation approved to control tour bus noise and emissions which should result in a reduction in the number of vehicles operating. A case is currently being prepared for the Traffic Commissioner to consider

_ Parking - visibility and environmental improvements in the car parks have reduced car crime in car parks; the police have once again acknowledged the efforts of the Parking Service in assisting to reduce car crime.

_ Improved operational Parking management has increased parking fines revenue and automated telephony for payment of parking fines implemented 30th September

_ Greater Bristol Strategic Transport Study scenarios agreed to test transport implications

_ Trialling of Bio-diesel continues with the mix of 5% being increased to 10% in a council fuel tanks

Housing & Supported Living

_ As part of work with the Fire Service to improve fire safety in residential properties a "Chip Pan Amnesty" was implemented in September. Traditional style open chip pans which heat on top of cookers are known to be the main source of fires in the home. Under the Amnesty householders are encouraged to swap their old chip pan for a far safer electric deep fat fryer. In the first month of the Amnesty 18 chip pans were handed in.

_ The review of the Housing Renewal Policy continues to focus on disabled, low-income, elderly and otherwise vulnerable homeowners; however there is also limited financial assistance for other housing issues including voluntary property accreditation, energy efficiency and the recovery of void and empty properties.

_ The Homelessness Review & Strategy 2003-2005 has been assessed by the Housing Quality Network on behalf of the Office of the Deputy Prime Minister (ODPM). The work around repeat homelessness described as excellent. Improvements are suggested around user-involvement, costed and measurable outputs.

_ The second annual Housing Conference took place in July. The opportunity was taken to progress the development of the Housing Key Partnership and consult on the proposed new strategic planning framework for housing

_ The Council's Property Accreditation Scheme, for improving housing standards in the private rented sector, continues to go from strength to strength, currently 708 dwellings are accredited. The scheme has a national reputation and the lead officer has been included on a list of consultants managed by the National Accreditation Network (ANUK), which offers guidance to any local authorities setting up accreditation schemes.

_ The Council received very good inspection reports from the Commission for Social Care Inspection (CSCI) for three of our Elderly People Homes (EPH's): Hawthorn House; Sunnyside; and Goldney.

Resources

_ People Services - Successful completion of first stage of co-location of HR/Payroll staff ahead of schedule and payroll upgrade `go-live'

_ Revenues and Benefits Service - HBS were appointed to handle outstanding backlog work with a good deal of success

_ HR Improvement Project - Detailed programme developed for this key enabler.

_ Chemical, Biological, Radiological and Nuclear Terrorism Strategy and Guidance (CBRN) - working closely with GOSW several new forums have been formed and a work programme is being drawn up. Strategic cross boundary planning will be the keystone to this process and agreement has been reached with our neighbours

_ Regional Resources Centre (Revenues & Benefits) new bid approved as part of National project

_ Revenues & Benefits awarded IIP accreditation and also commended in Municipal Journal achievement of the year awards in category of People Management.

_ FMS Project - Stage 1 functionality delivered in July

Social Services

_ The Keepsafe Project, an initiative designed to assess young people with sexually harmful behaviours, was the overall winner of the Southern Region Health & Safety Award in the Children's Care category.

_ Children & Family Services received a positive report from the Commission for Social Care Inspection (CSCI) following their annual inspection of Fostering Services

_ A project to introduce the concept of Person Centred Planning, a means by which people with disabilities are encouraged to work on their own personal objectives and aspirations, has been implemented within the Learning Difficulties Service.

_ Outcome of recent OFSTED inspection of Hazelwood Day Nursery was extremely encouraging

_ A Partnership Agreement with the Primary Care Trust (PCT) for the provision of jointly managed health and social care services for people with Learning Difficulties has been completed. A new post of Joint Services Manager has been created

_ A group of young people Looked After by the Local Authority successfully completed Teenagers to Work placements in settings across the council and with other local employers

_ Joint training initiative, Continuing Health Care, rolled out for Health and Social Care employees.

_ In line with the e-government initiative, Adult Care Services are piloting the use of electronic "tablets". These computerised note books will enable social workers to electronically record clients' assessments when they visit them in their own home.

Community Safety

_ Community Activist from Community Safety Action Groups (CSAGs) met with the Assistant Chief Constable to discuss community engagement

_ New community safety stakeholder group set up in Norton Radstock within public realm group

_ New CSAG set up for Downfields area of Keynsham

_ Community Wardens (CW) performance: 2143 logs in September versus 1638 in August. Issues in Bath were 946 and in Keynsham 1197. 98% of logs made were resolved and 97.3% of these were resolved at first point of contact.

_ Results so far of Bath survey encouraging. 73% of respondents describe CW's as courteous, just 10% describe the scheme as not valuable.

_ Keynsham gang leader for graffiti prosecuted with evidence supplied by the CW's.

Environment

_ Local Plan revised deposit response agreed by Full Council

_ National design award for Charlotte Street Car Park project

_ Revised Delegation Scheme agreed for Planning

_ Tourism Service contract agreed and signed off with Bath Tourism Plus

_ Kerbside recycling contract extended for 2 years with ECT Recycling (branded locally as Bath & North East Somerset Community Recycling).

_ Relocation of recycling operations from Temple Cloud to Keynsham depot completed

_ Domestic battery recycling added to collection rounds from end of August

_ Outreach Shopmobility service trail in Keynsham.

_ Food and Trading Standards secured renewal of ISO 9002 registration.

_ Clean Food Awards - inspection and assessment process plus first award ceremony.

_ Coped with huge surge in pest control (wasp nests) service requests.

_ Consumer Direct launched (regional call centre partnership with other south west trading standards authorities)

Education

_ Decisions taken to close two primary schools in Bath and replace two current primary schools with one new one in Keynsham

_ School performance moved forward significantly this summer, particularly at Key Stages 2 and 3, resulting in a letter of thanks from the Standards Minister

_ After fears that mounting costs could remove key "Extended School" features, the major building projects in Radstock and for the new Bath Special School were brought back on track with their key features intact.

_ Six collaborative projects are now in place to take us forward on the ground in meeting the `Every Child Matters' agenda and a shortlist of local objectives agreed between Education, Health and Social Services

_ All secondary schools achieved over 90% attendance

_ Our one Secondary "Special Measures" school is making reasonable progress overall and good progress in leadership and management, while one of our Junior schools with a "serious weakness" will not be visited again by Inspectors because it has made such good progress

_ Our plans for locality - based inclusion services have been well received by schools and provide an important part of the scaffolding for the new requirements of the Children Bill.

Leisure

_ Heritage Services have begun to recruit for their new Management Board for long term business planning and investment

_ Pump Room and Assembly Rooms catering contracts awarded to Searcy Tansley Ltd (Searcy's)

_ Bath & North East Somerset Resident's Discovery Cards issued approaching 15,000

_ Roman Baths awarded the prestigious Sandford Award for heritage education

_ Play equipment replaced: Improvements to access, CCTV and first aid posts plus refurbishment of mound area at RVP completed.

_ Leisure partnership investment in Bath Leisure Centre has proved very successful

_ Chew Valley Sports Centre - operating contract implemented; School has taken responsibility for managing Sports Centre and will work with Leisure & Amenity Services to achieve business plan. Service Level Agreement drafted to cover period to 2006

_ New irrigation tank & system at Approach Golf Course completed, funding by Council /Aquaterra

_ Senior Officers of 4 local Unitary Authorities with Sport England have agreed to develop a joint sports plan to cover the 4UAs; appointment of partnership manager funded by Sport England

_ Targeted libraries stock purchasing underway together with introduction of more collections to improve stock rotation.

_ Self Issue project commenced in Customer Services, Libraries & Information funded by Public Service Agreement

_ Draft of "Libraries as first stop shops" strategy produced

Customers

The Customer Access Programme (CAP)

_ Contact Centre business case completed

_ New management structure implemented for staff groups transferred into Customer Services, Libraries and Information and staff induction into service completed.

_ Service definition and implementation of consistent delivery across all Customer Services, Libraries and Information counter staff begun.

_ External content management project has gone live.

E-Government

· IEG strategy developed

Local Strategic Partnership

_ Award of Crystal Mark Plain English Award for Community Strategy document

_ Initial direct mail circulation of 1133 hard copies of Community Strategy document

_ Successful BE local conference

Resources

_ Finance Improvement Review Draft Service Improvement Programme delayed by restructuring

_ Avon Pensions evaluated in September for IIP unsuccessful: re-evaluation sought in January

_ Revenues & Benefits service re-structure - delayed but should start to function from Nov 2004

_ Corporate Governance, including Risk strategy; Freedom of Information; IT Security and Data Protection - need to fully integrate risk management strategy into planning processes, and determine response to the Freedom of Information Act. Proposals made to achieve compliance with ISO 17799 Standard

_ Freedom of Information Act will cause considerable work for the Council, and an HBS resources project is under way to establish gap analysis and programme of compliance work

Environment

_ Planning Code of Conduct for officers and Members not yet agreed by Council

_ Finalisation of ANPR (automatic number plate recognition system) agreement with police.

_ Licensing Policy (on hold awaiting government regulation; draft subject to public consultation).

_ Completion of Air Quality Action Plan.

_ The Environment Park project has been delayed for 6 months whilst a thorough review of options is undertaken, for Council decision in early 2005

Housing & Supported Living

_ Bids for the Department of Health (DoH) extra care challenge fund for 2005/06 were not submitted because the extra care housing which forms part of the Midsomer Norton Community Resource Centre is already funded and the Keynsham scheme do not start until 2006/07 and is not, therefore, eligible for funding from the 2005/06 fund.

Social Services

_ Implementation of the changes to Home Care Services, due to on-going negotiations with staff and trade unions regarding changes to working practices

Leisure

_ 4 Circus Trust - Bath Spa University College to discuss renting more rooms in the building

_ Negotiations continue regarding opening libraries on "Bank Holiday Saturdays" with Unison; potential funding issues

Community Safety

_ Alcohol strategy still requires to be drafted and consulted on

Education

_ The identification of green field sites, as well as the late introduction of a possible new site, continues to make difficult the resolution of locating the new St John's Catholic School

_ The Government continues to delay publication of its plans for the next waves of `Building Schools for the Future', complicating our own ability to plan for secondary provision as we do not know which year we will be funded

_ After a very good year in which permanent exclusions were halved and targets exceeded, this term has seen the number of secondary exclusions drift upwards again

Customers

_ ODPM Capacity Building fund bid not yet entered

Housing & Supported Living

_ A new Homes Loan Scheme has now been agreed. Ten Local Authorities, including Bath and North East Somerset, will sign up to this Scheme, which provides low-interest loans to assist low income home owners fund repairs and improvements to bring their homes up to a good standard. This Scheme has uses funding secured through a joint bit to GOSW for £2.65 million over 2 years of which Bath & North East Somerset has been allocated £225,000 over two years

Community Safety

_ Government have announced further funding on Drugs rehabilitation over the next three years

_ A workshop has been held with senior managers in the PCT to explore how health and social care services for both older people and young adults with physical impairments could be more closely aligned

Social Services

_ The establishment of an Every Child Matters Project Board will encourage greater cross service working and ownership of the recommendations outlined within the Green Paper and the Children Bill

_ The Action Plan being compiled following the inspection of Fostering Services provides the opportunity to respond to the good practice recommendations from Commission for Social Care Inspection while building on existing good service and performance

Resources

_ HBS People Services re-engineering associated processes driven by upgrade of HR/Payroll software to fully utilise web-enablement and maximise efficiencies in employment transactions.

_ HR Improvement Project - Key projects of staff engagement, management competencies, workforce planning being progressed

_ Procurement Effectiveness Project developed with HBS with prospect of real savings.

_ Accommodation Strategy will have a big impact on working style and culture

_ Verification Framework (Revenues & Benefits) - funding approved and project plans developed to implement Verification Framework in 2004/05.

_ FMS Project - Roll out of additional modules in progress

_ IT Strategy being developed by the Council to assist HBS service delivery direction

_ Property Improvement Review - enables more effective use of property resources

_ Homeworking (Revenues & Benefits) - Project funding for 20 staff although Phase 3 is proving difficult to facilitate

_ Transfer of Front Line services at Guildhall & Keynsham to Customer Services Team - Need regular monitoring and development of SLA's.

Environment

_ Rethink Rubbish Waste Awareness Campaign

_ Refuse & Recycling Collection Methods study

_ Progress made on alternative ways of dealing with Sustainability and role of ENVOLVE

_ New inter service group established to deal with City Centre issues and Bath Western Riverside

_ Potential large sums of money available through Planning Delivery Grant in next 4 years dependent on performance and IT support system

_ Establishment of long term framework in City Centre linking with Western Riverside project.

_ New sub-regional partnership could provide direction and focus for sub-regional working

_ Discussion with potential occupants of Riverside proceeding - could yield extensive long term benefits for Keynsham.

_ Development of managed workspace in conjunction with private sector operators.

_ Proposals for expenditure of Public Realm funds on litter bins, gum and graffiti drafted; tourism/population fluxes research plan drafted with EnCams.

_ "Freedom from Fear" initiative - partnership with Union of Shop, Distribution & Allied Workers.

_ Home Office funding for extension of underage sales campaign.

_ Gambling legislation transferring responsibilities from Magistrates to local authorities

Education

_ The introduction of a new information technology data base called "Education Management System" will enable the Service to meet Department for Education and Schools (DfES) requirements for an integrated data-base of information on schools

_ The development of networking between schools and the placing of services like Education Psychologists, Behaviour Support and Education Welfare Officers with local clusters will help us move towards the requirements of the Children Bill. Children's Social Services are looking at how their provision can support these moves

_ All parents and governing bodies of secondary schools have been surveyed for their views of the future of secondary education in Bath

_ More funds than expected have been received from the DfES and "Big Lottery" for Extended Schools. This will allow us to develop three main sites, in different parts of the authority, as well as work already underway from our own capital resources

Customers

_ Procurement phase of project to e-enable partnership working

_ Options being explored with HBS to identify a mutually beneficial Risk/Reward funding model for the Contact Centre and CRM

_ Discussion ongoing with BT to identify partnership opportunities

Transport

_ Transport resource implications of major developments

_ Poor condition of highway network

Housing & Supported Living

_ Recent figures from the Department for Constitutional Affairs show that the number of homes being repossessed by mortgage lenders is at a three year high. If this trend continues then the increased demand on our service could have an adverse effect on achievement of Bed & Breakfast targets

Social Services

_ Continuing problems in recruiting and retaining social work staff across all service areas in Social & Housing Services is recognised as a potential threat to our ability to provide adequate services in a timely fashion

_ The cost of placements for children with complex and challenging needs has a negative impact on the overall budget for the Service

_ The overall financial position for Social Services is a considerable threat. The forecast position for 2004/05 is an overspend of £1.05 million, which is mainly due to residential, nursing and domiciliciary care placements for older people

Resources

_ Local Government Pay - Requirement to complete local pay review and Equalities Impact Assessment by April with associated terms and conditions work by 2007

_ Financial Plan - More to be done on processes to ensure proper risk management and control. Unfunded and partially funded major projects to be addressed in financial plan review, but higher contingency will be needed. Other significant financial pressures to be addressed in review include pension fund shortfall, social services, single status, customer access and external pressures such as Children Bill. Review to be completed by February 2005

_ Avon Pension Fund Valuation - Initial indications show a substantial increase in employer's contributions

_ Accommodation Strategy - Development of new building within the time frame will be challenging, but can act as a catalyst for organisational change

_ Revenues & Benefits I-World upgrade - Council Tax and Benefit processing is slower with the new system although most of the performance issues have been addressed

_ Tax Credits have been in operation for 12 months and have proven more complex for the Inland Revenue than expected, which has impacted on Revenues & Benefits performance. Pensions Credits have been implemented more effectively than Tax Credits but there have been a number of errors by DWP which have impacted on local authorities creating additional work. There has also been an increase in Housing Benefit applications resulting from Pensioner Tax Credits

Environment

_ Impact of Western Riverside on Local Plan process and Strategy

_ ODPM have issued requirements for an Action Plan to achieve Development Control targets - inadequate corporate and political engagement with issues on performance. Potential future threat of intervention if performance not improved

_ Impact of major development projects on Development Control work and Local Plan process

_ New `High Hedges' legislation - impact on Council resources relating to trees and nuisance

_ Bath Communities Partnership - resignation of board members

_ City Centre masterplanning - resource demands and impact on Local Plan Strategy

_ Annual Increase in waste arisings forecast at 5% on current tonnage forecasts.

_ LATS (Landfill Allowance Trading Scheme) permit allowances - draft allocations have now been published. The high proportion of trade waste the Council deals with has significant financial implications for Bath & North East Somerset under LATS.

_ Landfill Directive & Hazardous Waste Regulations affecting how cathode ray tubes can be disposed of from the Household Waste Sites - current guidance and interpretation indicates action needed within one year. This may have significant financial and operational implications on the treatment of TVs, monitors and fluorescent tubes.

_ One local composting facility no longer available to us for a temporary period of time. This will increase operational costs through increased haulage out of the district.

_ Increased workloads re Licensing Act 2003.

_ DEFRA reinspection of processes and introduction of new Solvent Emissions Regulations

Education

_ Changes to funding and new requirements by the Learning and Skills Council of Adult Education threatens the future of a good local service

_ The Government's "Five Year Strategy'" for schools, though very positive, also gives a message of "independent specialist schools" at secondary phase which could threaten some aspects of the Council's relationship with its secondary schools, eg. our ability to tackle surplus places

Customers

_ OJEU procurement rules may delay the start of the Customer Relationship Mgt project

_ Funding for ongoing revenue costs of Kiosks still not identified so likely to be removed at the end of the extended free trial period

Community Safety

_ DoH project on research into drug related needs in Black and Asian young people within the Bath and North East Somerset community (as well as capacity building and improving community engagement within Black & Minority Ethnic (BME) communities)

Social Services

_ The Local Preventative Strategy, aimed at promoting health and wellbeing of children in Bath & North East Somerset, nearing completion. Groups established to make progress in delivering improved outcomes for children over next 5-15 years, through increased partnership working

_ Preparations for the implementation of the Children Bill are progressing.

Performance Targets

BVPIs

%

Local PIs

%

Commitments

%

Total No.

%

RED

19

17%

4

7%

0

0%

23

12%

AMBER

16

14%

2

4%

3

15%

21

11%

GREEN

74

66%

47

82%

17

85%

138

73%

NOT KNOWN

3

3%

4

7%

0

0%

7

4%

TOTAL

112

100%

57

100%

20

100%

189

100%

KEY PERFORMANCE INDICATORS

Ref No

Indicator

Best 25% of all English Councils

02/03

02/03 actual

03/04 actual

04/05 target

04/05 estimated outturn

Status

Comment

EDUCATION

EXAMINATION RESULTS

Targets for Examination Results PI's are set by the DfES and up to now have been over-ambitious. The DfES have revised their target setting approach, which comes into play for 2005/06. This new method is bottom-up where the Council co-ordinates reasonable targets with schools and then aggregates these to a Council target.

38

% of 15 year old pupils achieving 5 or more GCSEs at grades A*-C or equivalent

53.90%

58.40%

60.08%

66%

61%

Red

See comments above - result better than last year

39

% of 15 year old pupils in schools maintained achieving 5 or more GCSEs at Grade A*-G or equivalent

90.60%

90.00%

92%

97%

93%

Red

See comments above - result better than last year

40

% of pupils achieving Level 4 or above in Key Stage 2 Mathematics

75.60%

78.00%

75.8%

88%

80%

Red

See comments above - result better than last year

41

% of pupils achieving Level 4 or above in Key Stage 2 English

77.70%

79.00%

78.3%

88%

81%

Red

See comments above - result better than last year

SCHOOL PLACES

34a

% of primary schools with 25% or more (and 30+) of their places unfilled

8.12%

14.70%

16.17%

16.17%

16.17%

Green

34b

% of secondary schools with 25% or more (and 30+) of their places unfilled

0%

7.70%

15.38%

15.38%

15.38%

Green

SPECIAL EDUCATIONAL NEEDS (SEN)

43a

% of statements prepared within 18 weeks;

- excluding those affected by "exceptions to the rule" under the SEN Code of Practice

98.55%

92.47%

91%

98%

92%

Red

Dip in performance due to staffing problems earlier in the year. Performance has increased to 100% over recent months but sustained `catch up' required.

ABSENCE & EXCLUSION

44

Number of pupils permanently excluded during the year per 1,000 pupils

0.89

1.98

0.90

0.80

1.7

Red

Reflects increasing challenges in pupil behaviour currently evident in schools

SOCIAL SERVICES

CHILDREN

49

% of children looked after with three or more placements during the year

10.10%

10.10%

10.83%

10%

10%

Green

50

% of children looked after who are leaving care aged 16 or over with at least one GCSE at grades A*-G or GNVQ

50%

80%

71.43%

60%

60%

Green

161

% of young people looked after, aged 16, who were engaged in education, training or employment at the age of 19

61.10%

54.50%

57.14%

50%

50%

Green

162

% of child protection cases which should have been reviewed during the year that were reviewed

100%

100%

100%

100%

100%

Green

ADULTS

53

Number of households receiving intensive home care per 1,000 65 or over

15.37

4.90

6.71

7.25

6.1

Red

Investigations currently taking place, possibility that the large increase last year was inaccurate

56

Percentage of items of equipment delivered within seven days

N/a

New

72.72%

95%

90%

Red

The expectation is that by the end of the year we will be achieving 95% within 7 days but the year's total will be red

196

For older client, % where the time from completion of the assessment to provision of all services is less than 4 weeks

N/a

New

79.47%

90%

75%

Red

Target set to Government objectives which have proved to be too stretching. This is a new indicator, work is on going to improve both data capture systems and ability respond in a more timely fashion.

C26

Supported admissions of older people to residential/nursing care per 10,000 population aged 65+

N/a

N/a

122

93.7

113

Red

We have achieved a reduction on last year's figures, however the target set will not be achieved.

HOUSING

HOMELESSNESS

183a

Average time in Bed & Breakfast, households with children (weeks)

N/a

7.50

8.70

5

7.5

Amber

183b

Average time in hostels, households with children (weeks)

N/a

10.20

13.60

10

16.3

Amber

COMMUNITY SAFETY

126

Domestic burglaries per 1,000 population

8.89

16.82

12.54

15.18

15.18

Green

128

Vehicle crimes per 1,000 population

9.58

21.11

17.05

19.06

19.06

Green

PSA

Reduce accidental fire related deaths and injuries in the home

N/a

17.4

15.5

14.5

N/K

Data not yet available from the Fire Brigade

ENVIRONMENT

WASTE

82a+b

% of household waste recycled

13.82%

26.10%

29.51%

34.10%

30.8%

Amber

Average recycling performance at the HW&RC's has reduced. Mitigations are planned.

84

Kg of household waste collected per head

449kg

500kg

485kg

485kg

529kg

Amber

An increase in waste arisings of 6% is currently forecast due to increased tonnages received through the HW&RC's and an increase in garden waste & cardboard collected at the kerbside.

89

% satisfied with cleanliness standards

N/a

N/a

60%

N/a

Measured every 3 years

LOCAL ECONOMY

Local 17

Average annual room occupancy in hotels and guest houses

N/a

63.5%

55%

58%

55%

Red

Overall tourism volumes yet to recover fully from global downturn.

PLANNING & DEVELOPMENT

Local 58

% of delegated applications determined within 8 weeks

N/a

77%

75%

78%

80%

Green

TRANSPORT

HIGHWAYS

102

Number of passenger journeys made annually on local buses (millions)

N/a

9.63m

9.75m

10.00m

10m

Green

Figures reported annually by operators

103

% of population satisfied with local provision of public transport information

N/a

N/a

37%

N/a

Measured every 3 years

96

% of defective principal roads

2.42%

21.98%

20.22%

19%

19%

Green

PARKING

Local 53

Streetscene issues identified and reported

N/a

New

2000

2200

2200

Green

RESOURCES

BENEFITS

78a

Speed of Processing

- Average time for processing new claims (days)

33.14

49

47.80

45

45

Green

78b

7.84

16

13.63

15

15

Green

80g

Overall satisfaction with benefits service

N/a

N/a

82%

N/a

Measured every 3 years

COUNCIL FINANCE

8

% of undisputed invoices paid within 30 days

94.94%

89.62%

81.55%

90%

82%

Red

Additional control reports and follow up being sent to departments for action.

9

% of Council Tax collected

98.20%

96.50%

96.80%

97.20%

97.20%

Green

10

% of business rates which should have been received during the year that was received

99.00%

96.90%

96.60%

97.00%

97.00%

Green

PROPERTY

156

% of Council buildings open to the public in which all public areas are suitable for and accessible to disabled people

56.50%

25%

19%

25%

25%

Green

COUNCIL STAFF

Local 62

Would you recommend the Council as a place to work?

N/a

59%

59%

62%

Measured through annual survey

CUSTOMERS

3

% of citizens satisfied with the Council's overall service

N/a

N/a

50%

N/a

Measured very 3 years

E-GOVT

157

% of interactions which are being delivered using internet protocols or other paperless method

58%

54%

60.51%

91%

N/k

Information from survey still being collated so unable to estimate at present