A report of the Head of Corporate Strategy and Communications providing the panel with performance indicators for Q1 2018/19.

The panel received a report of the Head of Corporate Strategy and Communications.  The report provided the results for the key performance indicators identified for Watford Borough Council’s outsourced services for Quarter 1 2018/19.

The Head of Corporate Strategy and Communications advised the panel that version three of the report had mistakenly been circulated instead of version four so there were some minor errors.  She clarified that with regard to the ICT chart on page 13 – that this related to indicators 35, 36 and 37 (and not indicator 34) as shown in the report.  She apologised for the error.

The Head of Corporate Strategy and Communications explained that this was a good time to reflect on performance and to make improvements where necessary, including the provision of extra resources.  She discussed the areas to note from the report as outlined on pages 13 and 14.

Members raised a number concerns with reference to the virtual platform provided by NSL Ltd who now managed the parking service – with an emphasis on difficulties experienced by the elderly and people having problems registering multiple vehicles.  The Head of Corporate Strategy and Communications commented that officers were sympathetic to the issues and the Customer Service Centre provided useful guidance to the public in relation to on-line processes.  She undertook to bring the matters raised by members to the attention of the Parking Service.  The Chair advised the panel that the new parking contract would be discussed at the March OSSP meeting.

The Chair discussed the setting of targets and how these were determined.  He noted that last year’s targets were not shown in the current report so it was difficult to draw a comparison.  The Head of Corporate Strategy and Communications undertook to include these in future reports. 

The Chair commented that apart from the ICT data, Quarter 1 provided a good set of figures.  This prompted the question as to whether targets were set at a sufficiently high level.  The Head of Corporate Strategy and Communications was asked to investigate the matter and report back to the panel.  She would also report back on what action would be taken by the ICT Client Team to ensure targets were met going forward.

The Chair made reference to indicator 32 in the report; asking why the target for staff performance development reviews being completed on time had not been met.  The Head of Corporate Strategy and Communications explained that this could relate to  a range of issues such as sickness and leave and also to more complex matters.  She undertook to provide further information to the panel.

In response to a question by members, the Head of Corporate Strategy and Communications explained how six ward’s data was examined in respect of levels of litter and detritus (indicators 9 and 10 respectively) per quarter followed by the remaining six in the next – and so on.  The Head of Community and Environmental Services added that different land usage was also taken in to account.

Members discussed the issue of take away premises generating litter and how this was responded to.  The Head of Community and Environmental Services explained that when a specific instance was raised the Council would work with the premises concerned to try and resolve the issues – this could involve litter picks for example.  He undertook to find out from Veolia whether any particular action was being taken with regard to premises in Vicarage Road.

 RESOLVED –

1.      that the key performance indicator results for the Quarter 1 2018/19 be noted.

2.      that the actions requested be undertaken.