Agenda item

Report of the Associate Director of Customer and Corporate Services, Delivery Support Lead, Intelligence, Performance and Improvement Lead

Cabinet received a report of the Associate Director of Customer and Corporate Services, Delivery Support Lead and Intelligence, Performance and Improvement Lead, which provided the latest update of the performance report.

The Mayor thanked officers for their work in collating the performance information and presenting it to Cabinet.  He noted there were a lot of good news stories included in this latest update, including the Wetlands project, tree planting and River Colne funding.  He was pleased to see that Everyone Active had achieved their target to reduce carbon emissions from the leisure centres.  He referred to the night shelter, which was providing accommodation during the winter period for an average of 11 people, although three people had chosen not to engage.  The Mayor commented on the continuing pressure on the housing service.  Finally, he highlighted the updates on the strategies that had been approved by Cabinet over recent years.

Councillor Stotesbury also referred to the strategy updates and the infographics provided.  He advised that a lot of work was in progress related to transport.  He thanked officers and informed members that Watford was currently ranked first in Hertfordshire on the climate emergency score card.  However, the council could not be idle and would keep working on this topic.  He added that further news about the Wetlands would be shared in early summer for residents to get involved. 

Councillor Watkin commented that the report showed how the council was getting to grips with key information and managing it.  He had spoken with the Intelligence, Performance and Improvement Lead about the data and how it would be possible to review the figures month by month to check if services were meeting the targets with explanations if not met.  It provided an opportunity to be able to react more rapidly as issues arose. 

Councillor Rodrigues echoed Councillor Watkin’s thanks to the Intelligence, Performance and Improvement Lead and Associate Director for their work, particularly responding to all his questions which was appreciated.  He asked if the officer could provide Cabinet with details of the new methodology used for the telephone satisfaction surveys.

The Intelligence, Performance and Improvement Lead explained that all customers were given the chance to provide feedback rather than a selected number.  The service had advised that the statistics had dropped; however, they were receiving more constructive feedback. 

Councillor Rodrigues referred to statistics related to information within his portfolio.  He felt it was important that officers phased their targets through the year.

Councillor Bell referred to levels of litter and fly tipping which were outside of target.  He asked what would be done to improve this in the next quarter.

Councillor Rodrigues explained that the surveys were done at one point in time.  In one ward of the six surveyed, only a small number of areas were reviewed which distorted the score.  He had spoken to officers and suggested that in future the same number of surveys by wards were carried out to avoid the same issue arising in the future.

RESOLVED –

1.         that Cabinet notes the progress updates within the report relating to:

·        The Council Plan 2022-26 and Delivery Plan 2022-24

·        The external key performance indicator results for Quarter 3 of 2023/24

·        The council’s key corporate strategies

2.         that Cabinet notes the report will be presented to Overview and Scrutiny Committee on 13 March 2024.