Issue - meetings

Background:

This report summarised the performance of the Council’s Key Measures of Success for April-June (Quarter 1) 2015/16 as set out in the Council Plan.

The report and accompanying appendix included progress reports on performance against 32 Key Measures of Success and 26 Key Projects. It also included feedback from the Council’s customers using GovMetric, a customer satisfaction measurement at the point of contact (phone, web and face to face). The performance results and associated service comments were set out under each of Medway’s four key priorities and two values.

The report highlighted the following:

Key measures of success:

·                    70% (21 out of 30) were on target.

·                    10% (3 out of 30) were just below target

·                    20% (6 out of 30) were significantly below target.

GovMetric

·                    80% (8,442 ratings) of customers who contacted us rated their experience as good

·                    91% of phone contacts rated their experience as good

·                    76% of face to face contacts rated their experience as good

·                    55% of web contacts rated their experience as good.

It was noted that the report would be considered by the four Overview and Scrutiny Committees.

Reasons:

Regular monitoring of performance by management and Members is best practice and ensures achievement of corporate objectives.