The Policy and Performance Manager reminded Members that the performance indicators were reviewed on annual basis to ensure that the focus of services aligned with the council’s priorities, and that meaningful information was collected and to ensure progress against key Council and service objectives. The selection of performance indicators and target setting were key aspects of the Strategic Service Planning process and Service Plans set out the key vision and service priorities whilst also documenting the resources available to deliver those priorities, risks and proposed savings.

The Cabinet was asked to agree 93 Performance Indicators and targets for 2011/12 across 29 service areas. The impact that delivering savings of £2.5m in 2011/12 would have on performance was highlighted and it was noted that, whilst it remained the intention to deliver high quality services and to make the best use of resources by innovative ways of working, some targets had been set at lower levels to reflect this. 

The Cabinet was asked to amend the target in LPI CS001, which related to the percentage of telephone calls answered within 20 seconds by the Contact Centre, from 80% to 70% to more realistically reflect performance. Experience had shown that customers preferred to have calls resolved at the first point of contact even if this took longer rather than having slightly shorter response times. This had been endorsed at the last meeting of the Performance and Governance Committee.

The Portfolio Holder for the Cleaner and Greener Environment suggested that the target for LPI Waste 001, percentage of household waste sent for recycling, should be reduced from 26% to 23% as she felt that the higher target was not realistically achievable without an increase in funding. The change would also need to be reflected in LPI Waste 006, percentage of household waste sent for reuse, recycling and composting, by reducing the target from 35% to 32%.

The Leader of the Council felt that it was important that Performance Indicators reflected the Council’s ability to deliver within financial constraints and that the focus should be on maintaining the performance of public facing services. Whilst noting that the number of indicators had been reduced by 25-30% over the last few years he felt that there might be scope for further reductions in the number of LPI’s and the information collected to support these.    

Resolved: That the Performance Indicator targets for 2011/12 appended to the report, with the amendments to LPI’s CS001, Waste 001 and Waste 006 as agreed by the Cabinet, be approved.