Agenda item

Mark Gannon, Strategic Commissioning Manager, presented a report summarising RBT’s performance against contractual measures and key service delivery issues for March, 2011 and performance against annual strategic measures for the financial year 2010/11 across the areas of Customer Access, Human Resources and Payroll, ICT, Procurement and Revenue and Benefits.

Key points for this period included:-

Cross Cutting Measures

-              All cross cutting measures were achieved during 2010/11

Customer Access

-              All strategic measures for the workstream achieved in 2010/11

-              CAS4 Efficiency target of 60% in the month of March, 2011 had been achieved; the target for 2011/12 was to achieve 60% across the year

-              All operational measures were achieved

-              Data cleansing exercise by the Contact Centre to facilitate text messaging to let customers know when Wilmott Dixon would be visiting to help reduce avoidable contact levels.  The 2010 Client had submitted a change request for the continuation of the currently provided weekend repairs service until March, 2010

-              As from 29^th October, 2011, the Town Hall would be offered as a venue for marriages and civil partnerships

-              No complaints had been received during March, 2011

Human Resources and Payroll

-               All strategic measures had been met with the exception of HRS5 Customer Perception.  This was not measured by the HRP client due to lack of resources.  This would be addressed during 2011/12

-               All operational measures achieved during March

-               HRP Server Refresh now complete and PSe database transferred to the new virtual server environment

-               Car Purchase Salary Sacrifice Scheme set up on payroll.  300 expressions of interest logged

-               Work on consultancy support to Dudley MBC progressing

-               Statement of Accounts reports delivered to Financial Services ahead of the 14^th April deadline

ICT

-              All strategic measures targets achieved

-              All targets shown as achieved in March

-              RMBC and SCC had established a Joint Emergency Planning Shared Service.  RMBC’s Emergency Planning Incident Management System would be used by staff across both authorities to co-ordinate the response to emergencies

-              Completed infrastructure refresh which ran the HR and Yourself applications

-              Agreement on the ICT fit-out of Riverside House and the migration of the data centre from Civic to the 4^th floor of the new building

Procurement

-              All strategic measures achieved

-              All performance targets achieved in March

-              Former BVP18 achieved an outturn position of 94.89%, an improvement against performance for the previous financial year.  The Indicator had been significantly impacted by the severe weather in December, 2010

-              Procurement savings for the month of March were £160,000

Revenues and Benefits

-              RBS5 Customer Perception had been achieved with 93% of customers being satisfied with service levels

-              RBS6 Telephone Contact Not Abandoned was a new strategic measure introduced during 2010/11, the target for which did not come into effect until 2011/12

-              Council Tax Collection Rate achieved 97.4% for 2010/11, an increase on the previous year’s performance of 97.1%

-              The total number of Council Tax Liability Orders referred to the bailiff in the financial year up to the end of April, 2010, was 3,969, none of which were listed as vulnerable

-              Average number of days taken to action a Council Tax Change of Circumstance was 4.43 days at the end of March, 2011 which was in excess of the performance level of 14 days

-              NNDR collection rate achieved 98.4% against a target of 98.5%, an improvement on 2010/11 which achieved 98.3%

-              387 Business Rates Liability Orders had been referred to the bailiff during the financial year

-              As at the end of March, 2011, there were 181 live cases on the NNDR Deferral Scheme, allowing deferral of £182,729

-              6 complaints had been received during January, February and March.  1 remained open, 1 was withdrawn, 1 closed not upheld, 2 closed upheld and 1 was a referral to the Local Government Ombudsman.  The 2 upheld complaints both related to Council Tax.  Training had been provided to the relevant members of staff and lessons learnt shared with wider team to prevent recurrence of the issues

Resolved:-   That RBT’s performance against contractual measures for March, 2011 and performance against strategic measures for the financial year 2010/11 be noted.