Item 13 - Appendix 2
West Dunbartonshire Council · 17 August 2022
Back to Corporate Services Committee — 17 August 2022 and its agenda
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Appendix 2: Quality Standards - Year-end Progress Communications, Offices & Townhall Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note % of press enquiries responded to within deadline as a proportion of all press enquiries 100% 100% 99% Target met. Amanda Graham Digital & Citizens services Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note % of telephone calls answered within 2 minute as a proportion of all calls answered. 47% 62% 90% In 2020/21 there was a reduction in the number of calls received while performance has also gone down. This was due in large part to Covid measures, initially services restricted to essential and Crisis Support only. As we progressed through the year the majority of staff across the Council continued to work from home. Both measures impacted greatly across the Council. The Contact Centre call handle times were longer and transfers to other services were via email or online referral rather than quicker calls transfers. Stephen Daly % of stage 1 complaints responded to within 5 working days. 63.67% 45.39% 100% 2021/22 saw a reduction in number of complaints responded to within 5 working Stephen Daly Appendix 2
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Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note days. The impact of the pandemic on services and ways of working presented a challenge in most areas of the Council. This presented challenges in both scheduling and completing works. This then impacted on resolving complaints and in meeting the 5 day timescale. Citizen Relations have begun work with services to look at complaints management and how we can work together to improve responses and timescales Leisure & Facilities Management Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note % of pupil medical dietary requests met 100% 100% 100% Target met. Lynda Dinnie Libraries & Cultural Services Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note % of local history enquires responded to within 3 working days as a proportion of all enquiries received 100% 100% 100% Target met. Sarah Christie
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Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note % of requests responded within 10 days as a proportion of requests received 62% 94% 90% Target exceeded. David Main % of requests responded within 5 days as a proportion of requests received 42% 77% 75% Target exceeded. David Main Performance & Strategy Performance Indicator 2020/21 2021/22 Owner Value Status Value Target Short Trend Long Trend Note % of EIA requests responded to within 3 working days as a proportion of all requests received. 100% 100% 100% Target met Nicola Docherty % of new CP members received and responded to within 3 working days as a proportion of new CP members. 100% 100% 100% Target met Nicola Docherty PI Status Significantly Missed Target Narrowly Missed Target Met or Exceeded Target Long Term Trends Improving No Change Getting Worse Short Term Trends Improving No Change Getting Worse