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Business Services’ Service Plan: Q2 2015/16 – Performance Monitoring Full Report
PI Status
Long Term Trends
Short Term Trends
Alert
Improving
Improving
Warning
No Change or Not Applicable
No Change or Not Applicable
OK
Getting Worse
Getting Worse
Unknown
Data Only
Traffic Light: Red 2 Amber 2 Green 11 Unknown 3
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Priority 1 - Customer Focus
Indicator
Red
T'hold
First point of contact resolution for all service requests received through the Contact Centre
Target
Status
Value
Number of calls
Q2 2014/15
84.0%
85.3%
54,531
Q3 2014/15
84.0%
86.5%
56,367
Q4 2014/15
84.0%
81.1%
66,776
Q1 2015/16
84.0%
86.5%
67,814
Q2 2015/16
84.0%
82.3%
61,048
Long Trend
Short Trend
Amber
T'hold
80.0%
61,048 calls and 2478 internet enquiries/text message were received during Q2
82.0%
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Indicator
Red
T'hold
Answer all calls received by the Contact Centre within 20 seconds
Target
Status
Value
Q2 2014/15
70.0%
74.2%
Q3 2014/15
70.0%
74.4%
Q4 2014/15
70.0%
77.0%
Q1 2015/16
70.0%
80.0%
Q2 2015/16
70.0%
N/A
Number of calls
Long Trend
Short Trend
55.0%
Amber
T'hold
60.0%
Due to the changeover of service provider from BT to Vodafone (0845 number to 0345)
statistics are not currently available. Once they are, this measure will be recalculated.
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Indicator
Red
T'hold
Ensure all investigation responses are fully resolved within 20 working days.
Target
Status
Value
Number of
investigations
Q2 2014/15
95.0%
95.9%
484
Q3 2014/15
95.0%
95.6%
525
Q4 2014/15
95.0%
95.2%
499
Q1 2015/16
95.0%
97.8%
445
Q2 2015/16
95.0%
95.0%
460
Long Trend
Short Trend
90.0%
Amber
T'hold
92.0%
A total of 460 complaints were closed during Q2 2015/16. In comparison to Q2 of
2014/15, there were 24 less complaints recorded and closed. The complaints response
target of 95% where complaints are responded to in 20 working days, was met.
All services continue to log and administer complaints via the Feedback Team. Refresher
training sessions continue to keep awareness up around the complaints handling
procedure.
As above, we are currently meeting the target of 95% where responses were provided
within 20 working days. This has been consistently been achieved by the Feedback team
working with the services and ensuring they are reminded and chased before complaint
response due dates.
There were 23 cases responded to outwith this timescale for the following reasons:
Service delay in investigation/returning findings/sign off: 13
Service asked for extension to timescale, complex case: 10
In all delayed cases, although the 20 day response timescale was not met, all
complainants were kept informed of the delay and of the next steps, as per our
expectations of keeping customers informed.
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Indicator
Percentage of residents who are satisfied with the services that Aberdeenshire Council delivers
Target
Status
Value
Number surveyed
Q2 2014/15
85%
94%
428
Q3 2014/15
85%
95%
435
Q4 2014/15
85%
92%
425
Q1 2015/16
90%
96%
438
Q2 2015/16
90%
95%
430
Long Trend
Short Trend
Red
T'hold
Amber
T'hold
86%
89%
This quarter's figure of 95% shows a very slight fall (of 1%) from the previous quarter, but
remains comfortably above the target of 90%.
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Indicator
Average customer satisfaction for ICT service provision
Target
Status
Value
Q2 2014/15
94%
89%
Q3 2014/15
94%
88%
Q4 2014/15
94%
91%
Q1 2015/16
95%
94%
Q2 2015/16
95%
95%
Number Surveyed
Long Trend
Short Trend
Red
T'hold
Amber
T'hold
86%
88%
Over this period, customer satisfaction increased by 1%. There were 23,985 calls dealt
with; 402 feedback surveys were completed with 95% of respondents indicating that they
were "satisfied with the service".
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Indicator
Red
T'hold
Average speed of processing new Housing Benefit claims (days) (SPI)
Target
Status
Value
Q2 2014/15
22
25.02
Q3 2014/15
22
25.83
Q4 2014/15
22
24.99
Q1 2015/16
22
25.55
Q2 2015/16
22
24.92
Base
Long Trend
Short Trend
26
Amber
T'hold
24
The service recognises the need to improve the average speed of processing for new
Housing Benefit and Council Tax Rebate claims and to that end it has amended its
processing procedures to reflect the experience of other authorities who have seen an
improvement in processing performance. A workshop is also planned for the end of
October to look at how claim processing work will be managed and allocated under the
new staffing structure that is currently being implemented. The service has asked the
DWP's Performance Development Team to provide some free consultancy specifically to
look at improving new claims speed of processing. It is hoped this will take place in early
December.
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Indicator
Red
T'hold
Average speed of processing new Council Tax Rebate claims (days) (SPI)
Target
Status
Value
Q2 2014/15
22
24.82
Q3 2014/15
22
24.97
Q4 2014/15
22
24.92
Q1 2015/16
22
26.95
Q2 2015/16
22
27.23
Base
Long Trend
Short Trend
26
Amber
T'hold
24
The service recognises the need to improve the average speed of processing for new
Housing Benefit and Council Tax Rebate claims and to that end it has amended its
processing procedures to reflect the experience of other authorities who have seen an
improvement in processing performance. A workshop is also planned for the end of
October to look at how claim processing work will be managed and allocated under the
new staffing structure that is currently being implemented. The service has asked the
DWP's Performance Development Team to provide some free consultancy specifically to
look at improving new claims speed of processing. It is hoped this will take place in early
December.
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Indicator
Red
T'hold
Average speed of processing changed Housing Benefit claims (days) (SPI)
Target
Status
Value
Q2 2014/15
9
9.27
Q3 2014/15
9
8.68
Q4 2014/15
9
4.61
Q1 2015/16
9
8.54
Q2 2015/16
9
7.91
Base
Long Trend
Short Trend
14
Amber
T'hold
13
The service processed 6,851 Housing Benefit changes and 9,521 Council Tax Rebate
changes and consistently processed changes in less than the target of 9 days.
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Indicator
Red
T'hold
Average speed of processing changed Council Tax Rebate claims (days) (SPI)
Target
Status
Value
Q2 2014/15
9
7.96
Q3 2014/15
9
7.01
Q4 2014/15
9
5.48
Q1 2015/16
9
7.25
Q2 2015/16
9
6.82
Base
Long Trend
Short Trend
14
Amber
T'hold
13
The service processed 6,851 Housing Benefit changes and 9,521 Council Tax Rebate
changes and consistently processed changes in less than the target of 9 days.
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Priority 2 - Managing Resources & Assets
Indicator
Red
T'hold
Savings against public notice advertising spend
Target
Status
Value
Forecast Average
Spend
Long Trend
Short Trend
13.5%
Amber
T'hold
14.3%
Q2 2014/15
Q3 2014/15
Q4 2014/15
Q1 2015/16
15.0%
42.1%
60,332
Q2 2015/16
15.0%
-14.1%
60,322
While this quarter's average figure shows a negative figure, this relates to two large-scale
promotional campaigns that took place in September.
One was for the 'Smartest Choices' initiative, and involved radio and television advertising
totalling £63,500. The second campaign related to teacher recruitment.
The total spend for July and August is in line with previous months. Details below:
July advertising spend: £37,613
August advertising spend: £30,058
September advertising spend: £138,741
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Indicator
Percentage of design jobs undertaken via E4Print
Target
Status
Value
Total Jobs
Long Trend
Short Trend
Red
T'hold
Amber
T'hold
24%
27%
Q2 2014/15
Q3 2014/15
Q4 2014/15
Q1 2015/16
30%
22.78%
1,730
Q2 2015/16
30%
28.97%
2,637
The percentage increase in design jobs undertaken via E4Print is due to various factors
including successful implementation of a soft launch.
The main technical problems appears to have been resolved by rolling out a SSL
certificate across Aberdeenshire Council via an updated group policy. By rolling out this
small data file, which digitally binds a cryptographic key to the Council’s details, a secure
connection is established between our servers and the Tharsten servers over port 443,
effectively activating a padlock allowing secure connections via the HTTPS protocol.
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Indicator
Red
T'hold
Council tax collection rate
Target
Status
Value
Q2 2014/15
57.100%
58.010%
Q3 2014/15
85.150%
85.820%
Q4 2014/15
96.500%
96.390%
Q1 2015/16
30.000%
30.330%
Q2 2015/16
57.000%
57.860%
Income due
Long Trend
This is a cumulative indicator.
Short Trend
55.860%
Amber
T'hold
56.430%
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Priority 3 - The Best Workforce
Indicator
Red
T'hold
Percentage of staff confident with using flexible working tools and technologies
Target
Status
Value
# Surveyed
Q1 2015/16
80.0%
N/A
N/A
0
Q2 2015/16
80.0%
N/A
N/A
0
Long Trend
Short Trend
64.0%
Amber
T'hold
72.0%
Q2 2014/15
Q3 2014/15
Q4 2014/15
The basis of this PI is satisfaction responses to WorkSmart Tools Workshops which have not been
delivered this quarter.
The Team have been focussing on reviewing baseline information for the WorkSpace programme
and supporting the emerging WorkSmart programme accompanying Health and Social Care
Integration. This field work in this process have highlighted teams and areas where more focussed
WorkSmart support should be targeted.
The Team have been supporting teams in Banff as part of the WorkSpace programme to settle into
the Town House. This is a WorkSmart building which necessitates a flexible approach to working.
The team will continue to support staff and managers in ensuring staff have the skills and tools to
enable flexible working and will review the effectiveness of this and report back as part of the postproject evaluation process.
The results from the 2015 Annual Employee survey focussing on health and wellbeing at work gives
a series of responses which point to the embedding of flexible approaches to working.
82% of respondents said they felt they had some sort of say over how they did their work and 65%
said their working time could be flexible.
Furthermore, “The thrust of respondents’ comments in relation to what council does well in
supporting the health and wellbeing of employees relates to flexible working [among others]”. 82%
of respondents said they were aware of the Council’s policies and procedures to support health at
work including flexible working and Worksmart and know how to access them.
When asked what the Council does well in supporting the health and wellbeing of employees?
Flexible working was one of the top themes with Flexible Working featuring prominently in a word
analysis of comments. Indicative comments highlighted were: “Flexible working.” “Flexible working
- allows you to work elsewhere or from home if needed, or unforeseen circs arise.” “Flexible
working/worksmart.”
Q2 2015/16
Q2 2015/16
Quarters
15-Oct-2015
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Indicator
Red
T'hold
Percentage of ICT Service Desk incident calls resolved within timescale
Target
Status
Value
Total calls
Q2 2014/15
88.0%
83.5%
14,818
Q3 2014/15
88.0%
76.0%
13,123
Q4 2014/15
88.0%
81.8%
10,877
Q1 2015/16
90.0%
87.0%
9,272
Q2 2015/16
90.0%
82.4%
8,420
Long Trend
Short Trend
82.0%
Amber
T'hold
84.0%
Performance has decreased by 4.6% from the previous quarter. Whilst the number of
incidents reported has decreased it is the Service Desk's busiest period of the year with a
significant increase in Service Requests, due to the new school year. The target of 90%
has not been met this quarter but is expected to improve in the next quarter.
Indicator
Instilling a confidence in our clients of our knowledge of the law and scoring either ‘fairly’ or ‘very’ confident in the Customer Red
Amber
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Feedback Survey
Target
Status
Value
# surveyed
Q2 2014/15
100%
100%
31
Q3 2014/15
100%
100%
8
Q4 2014/15
100%
100%
7
Q1 2015/16
100%
100%
14
Q2 2015/16
100%
100%
10
Long Trend
Short Trend
T'hold
T'hold
95%
99%
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Priority 4 - Excellent Communication, Performance & Improvement
Indicator
Percentage of residents who feel involved in decision making
Target
Status
Value
Number surveyed
Q2 2014/15
75%
94%
344
Q3 2014/15
75%
89%
393
Q4 2014/15
75%
83%
380
Q1 2015/16
75%
91%
390
Q2 2015/16
75%
88%
331
Long Trend
Short Trend
Red
T'hold
Amber
T'hold
71%
74%
This quarter's figure of 88% remains well above the target of 75%, but highlights a slight
fall from the previous quarter's figure of 91%.
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Indicator
Engagement with the council via social media
Target
Status
Value
Base
Long Trend
Short Trend
Red
T'hold
Amber
T'hold
1.4%
1.4%
Q2 2014/15
Q3 2014/15
Q4 2014/15
Q1 2015/16
1.5%
1.2%
Q2 2015/16
1.5%
1.6%
The rate of engagement by customers on Twitter (where they are actively clicking on
content) has been slowly rising over the last quarter. In this second quarter of
measurement, we have risen above the target of 1.5% to reach an engagement rate of
1.6%. Monthly totals below:
July 2015: 1.8%
August 2015: 1.4%
September 2015: 1.6%
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Indicator
Red
T'hold
Percentage of staff who feel confident they can undertake performance improvement in their day to day role
Target
Status
Value
# Surveyed
Long Trend
Short Trend
68.0%
Amber
T'hold
76.5%
Q2 2014/15
Q3 2014/15
Q4 2014/15
Q1 2015/16
85.0%
100.0%
6
Q2 2015/16
85.0%
N/A
0
This is based on managers and teams who participate in the performance & improvement
training course and respond to the post training evaluation. No training courses took
place during Q2 however the next training course commences on 8 October 2015 and
runs for three days between October and November. The course aims to provide
managers and teams with practical approaches to understanding their performance and
tools to support them undertake improvement projects.
As part of the biennial employee survey in relation to leadership, management and
communication, employees are asked if they 'can contribute to making improvements
within my area of work' In 2014, 78% of employees agreed they could. To support
employees feel confident making improvements, the Policy, Performance & Improvement
Team have developed 'how to' simple improvement guides that are available on Arcadia.
Courses are also available on ALDO to help managers and officers use the performance
management system, Covalent, to monitor performance and identify where improvements
could be made.