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Key performance indicators - value for money

These key performance indicators help us measure progress in delivering our Council Plan ambitions, key objective and priorities. They are strategic indicators that we track over the long term and report on regularly.

Delivery Directorate

Key performance indicator

Description

2019/20 baseline

Year 1 (20/21) target

Year 2 (21/22) target

Year 3 (22/23) target

Link to Council Plan objectives

L435

To deliver and operate within the approved budget

£18.95m

£15.51m

To be confirmed

To be confirmed

1.1

L395

Number of self-service transactions processed via customer account on council website (quarterly)

Not currently recorded

75,000

80,000

85,000

1.2

L396

Number of hours of staff time using robotic process automation

Not applicable

5,000

15,000

20,000

1.2

L220

Number of IT Helpdesk calls

22,521

Slight reduction (up to 10%)

Slight reduction (up to 10%)

Slight reduction (up to 10%)

1.2

L397

Percentage of IT estate delivered from cloud

12%

25%

50%

80%

1.2

L398

Library Service Customer Satisfaction

79%

85%

85%

85%

1.2

L221

Satisfaction with Customer Services

82.70%

85%

85%

85%

1.2

Central Directorates

Indicator

Description

2019/20 Baseline

Year 1 (20/21) Target

Year 2 (21/22) Target

Year 3 (22/23) Target

Link to Council Plan Objectives

L051

Percentage of council tax collected (Quarterly)

97.90%

Q1 – 29.0%
Q2 – 56.5%
Q3 – 84.0%
Q4 – 98.0%

Q1 – 29.0%
Q2 – 56.5%
Q3 – 84.0%
Q4 – 98.0%

Q1 – 29.0%
Q2 – 56.5%
Q3 – 84.0%
Q4 – 98.0%

1.1

L250

Band D council tax within the lowest 10% of all English unitary authorities (Annual)

In bottom 10%

In bottom 10%

In bottom 10%

In bottom 10%

1.1

L053

Collection of business rates (Quarterly)

102.10%

Q1 – 35.0%
Q2 – 59.5%
Q3 – 87.5%
Q4 – 98.0%

Q1 – 35.0%
Q2 – 59.5%
Q3 – 87.5%
Q4 – 98.0%

Q1 – 35.0%
Q2 – 59.5%
Q3 – 87.5%
Q4 – 98.0%

1.1

L260

Staff satisfaction - staff are satisfied in their current job (Triennial)

58%

Not required as survey is triennial

60%

Not required as survey is triennial

1.1

L391

Percentage of agency staff resourcing vacant posts

42.60%

38%

34%

30%

1.1

L392

Percentage of agency workers council wide

7.90%

7%

6%

5%

1.1

L257

Cumulative number of complaints received by the council at:

  • stages 2 and 3
  • statutory social services complaints
  • complaints referred by the Local Government Ombudsman

(Quarterly)

Q1 – 58
Q2 – 48
Q3 - 43
Q4 – TBC

Q1 - 55
Q2 - 55
Q3 - 55
Q4 - 55

Q1 - 55
Q2 - 55
Q3 - 55
Q4 - 55

Q1 - 55
Q2 - 55
Q3 - 55
Q4 - 55

1.1

L261

Level of staff sickness absence
Act average days sickness including long and short terms and schools, (Quarterly)

Q1 – 1.60
Q2 - 1.27
Q3 - 1.90
Q4 - 2.01

No target

No target

No target

1.1