Modern Council: Targets for Future Years

Key

	On target
	Target missed

PI Ref.	Description	Service Area	Owner	2004-05 Actual	2005-06 Actual	2006-07 Actual	Target	Actual	PI Status	2008/ 09	2009/ 10	2010/ 11

Performance Indicators for 2008/09
AC005	Number of retrospective orders raised	Financial Services	Sarah Martin	New	New	New	Not set	17.50%	N/A	15.00%	12.50%	10.00%
BS001	Percentage of staff located in the main building	Customer Services	Donna Reed	New	New	New	Not set	58.00%	N/A	60%	65%	70%
BV003	Percentage of citizens satisfied with the overall service provided by the Council	Chief Executive Group	Richard Samuel	41.00% (2003/04)	N/A	53.00%	No survey carried out			New methodology for measuring this indicator. Target will be set for 2009/10 once baseline has been established.
BV008	Percentage of invoices paid within 30 days	Financial Services	Sarah Martin	89.30%	91.72%	93.01%	96.00%	94.90%		98.00%	98.50%	99.00%
BV009	Percentage of Ctax due which was collected	Financial Services	Mark Wilson	95.69%	95.40%	95.83%	96.50%	96.93%		97.00%	97.50%	98.00%
BV010	The percentage of non-domestic rates due which were collected	Financial Services	Mark Wilson	97.31%	98.90%	98.76%	99.30%	97.50%		99.50%	99.50%	99.50%
BV012	The average number of working days per employee lost due to sickness absence	Imp & Performance	Sarah Carroll	9.25	10.36	10.56	9.40	7.42		7.90	7.40	7.00
CT002	Percentage of Council Tax payers paying by DD	Financial Services	Mark Wilson	New	New	46.58%	Not set	46.94%	N/A	47.50%	50.00%	55.00%
CU001	Number of ombudsman complaints	Customer Services	Donna Reed	53	51	66	Not set	105	N/A	100	90	70
CU002	Percentage of complaints answered within the required time scale (whole council)	Customer Services	Donna Reed	New	New	New	100.00%	72.00%		100%	100%	100%
CU003	Percentage of corporate calls which were lost	Customer Services	Donna Reed	New	New	New	8.00%	9.83%		8%	7%	6%
CU004	Percentage of calls answered within 4 rings	Customer Services	Donna Reed	New	New	New	Not set	82.05%	N/A	85%	88%	90%
NI014	Avoidable contact: The average number, of customer contacts per received customer request	Customer Services	Donna Reed	New	New	New	New indicator			New indicator - the guidance for the indicator will not be released until October, targets will be set for 2009/10
NI179	Value for money – total net value of on-going cash-releasing value for money gains that have impacted since the start of the 2008-9 financial year	Financial Services	Sarah Martin	New	New	New	New indicator			New indicator. Target will be set in August once a reliable baseline has been established.
NI180	Changes in Housing Benefit/ Council Tax Benefit entitlements within the year	Customer Services	John Lewis	New	New	New	New indicator			This is a measure of workload rather than performance so targets are not applicable
NI181	Time taken to process Housing Benefit/Council Tax Benefit new claims and change events	Customer Services	John Lewis	New	New	New	New indicator			New indicator. Target will be set in September once a reliable baseline has been established.
NI181x	Time taken to process Housing Benefit/Council Tax Benefit new claims	Customer Services	John Lewis	34.22	43.5	24.53	22	19.78		21	21	21
NI181y	Time taken to process Housing Benefit/Council Tax Benefit change events	Customer Services	John Lewis	5.68	11.2	8.05	9	7.7		9	9	9

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