Issue - meetings

Cabinet noted the report and observed as follows:

·         There would be value in benchmarking performance of the Contact Centre with that of similar functions at other Councils, and in securing better sucession planning

·         There needed to be a tightening up of the process for paying invoices

·         Names within the In-flight tracker should be updated, and possibly replaced with job titles or service responsibilities

Cabinet received and noted a report containing a statement of the Council’s Quarter 4 position regarding its key performance indicators (by exception) and an update in respect of the Council’s in-flight projects. Members noted that reporting this way gave them, and Officers, the opportunity to examine any areas of concern and to decide on appropriate action.

Councillor Philippa Hart (Lead Cabinet Member responsible for Performance) highlighted the importance of using standard deviation to identify trends.

Those present discussed the report in general but made the following specific points:

·         There would be value in benchmarking performance of the Contact Centre with that of similar functions at other Councils, and in securing better succession planning, perhaps through maintaining a “rolling advert” and making better use of apprenticeships

·         There needed to be a tightening up of the process for paying invoices

·         Names within the In-flight tracker should be updated, and possibly replaced with job titles or service responsibilities

·         The challenge of making sure that statistics reflected both online and offline customer contact