Area Performance Report - Fq4 2023/24
Argyll and Bute Council · 4 June 2024
Back to Bute and Cowal Area Committee — 4 June 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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1 ARGYLL AND BUTE COUNCIL BUTE AND COWAL AREA COMMITTEE CUSTOMER SUPPORT SERVICES 4 JUNE 2024 AREA PERFORMANCE REPORT – FQ4 2023/24 1.0 BACKGROUND 1.1 This paper presents the Area Performance Report for Financial Quarter 4 2023/24 (January to March 2024) and illustrates the agreed performance measures. 1.2 The features of the Performance Report are as follows:- Indicators are grouped by Corporate Outcome. The data table for each indicator is colour coded to identify the level of reporting. o Area level measures are blue o Council level measures are grey o COI measures are white Each indicator details the o Target, Actual and Performance status (Green / Red / No Target) for the current and four previous financial quarters. o Commentary for the current financial quarter only. o Narrative explaining the performance trend e.g. This indicator is above Target and performance has improved since the last reporting period. o Where appropriate a Performance Trend Line has been added. o The name of the Responsible Officer. o Where possible performance is presented at both Area and Council level. 1.3 The commentary for each indicator helps ‘Tell Our Story’ and enables Elected Members to put the performance data into perspective and understand if an issue is local in nature or should be escalated up to a Strategic Committee. 1.4 As part of our improvements to performance reporting and making best use of the digital technology available to us, the information contained in this report is also available in your online scorecard. If support is required to navigate the online scorecard please contact lorna.gillies@argyll-bute.gov.uk 1.5 To improve the response to performance queries, it is requested that should there be any queries that either the Responsible Person or Kay Owen are contacted. This should enable some queries being resolved or clarified prior to the Area Committee meeting, and therefore being carried forward as Actions at a subsequent meeting. 2.0 RECOMMENDATIONS
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2 2.1 It is recommended that the Area Committee – a) Notes and considers the performance and supporting commentary as presented. 3.0 IMPLICATIONS 3.1 Policy All of the indicators in this report are based on agreed Council policy. 3.2 Financial All indicators with financial implications are actively managed through agreed budget monitoring processes. 3.3 Legal All appropriate legal implications are complied with. 3.4 HR All HR implications are actively managed through agreed Wellbeing and Management monitoring processes. 3.5 Fairer Scotland Duty See below. 3.5.1 Equalities All activities comply with Equal Opportunities/Fairer Scotland Duty policies and obligations. 3.5.2 Socio-economic Duty All activities comply with the council’s socio- economic duty. 3.5.3 Islands Duty All activities comply with the council’s islands duty. 3.6 Climate Change The Council is committed to working towards net zero. 3.7 Risk Without this information Elected Members are less informed of activities within their area. 3.8 Customer Service All activities with customer feedback or insight are rigorously monitored for improvement. 3.9 The Rights of the Child (UNCRC): This report highlights examples of how the Council is committed to, and working towards reducing child poverty and improving outcomes for every child. Kirsty Flanagan, Executive Director with responsibility for Customer Support Services Jane Fowler Head of Customer Support Services 15 MAY 2024 For further information, please contact: Kay Owen Team Lead - Organisational Development Project Office - Customer Support Services 01546 604073 Appendix 1: FQ4 2023/24 B&C Performance Report
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Appendix 1 Page 1 All Areas FQ4 2023/24 Overall Performance Summary The information presented is a summary of the agreed measures. Unless stated otherwise, performance is presented at both Area and Council-wide levels. The measures show the performance against target for the current and previous three reporting periods with an explanation of performance trend. The data table for each indicator is colour coded to identify the level of reporting: Area level measures are blue. Council level measures are grey. Corporate Outcome Indicators (COIs) are white. Where appropriate a Trend Line has been added to illustrate movement in ‘Actual’ over the reporting period.
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Appendix 1 Page 2 Performance Reporting All Areas .................................................................................................................................................................................................................................................. 1 Performance Reporting .............................................................................................................................................................................................................................. 2 Corporate Outcome No.1 – People live active, healthier and independent lives ............................................................................................................................ 5 COI – Maximise distribution of Scottish Welfare Fund ................................................................................................................................................................. 5 Corporate Outcome No.1 – People live active, healthier and independent lives ............................................................................................................................ 6 COI – Percentage of clients satisfied that they are better able to deal with their financial problems following our support and intervention ...................... 6 Corporate Outcome No.2 – People live in safer and stronger communities .................................................................................................................................... 7 Number of parking penalty notices issued – Bute and Cowal ...................................................................................................................................................... 7 Number of parking penalty notices issued – Argyll and Bute ....................................................................................................................................................... 7 Corporate Outcome No.2 – People live in safer and stronger communities .................................................................................................................................... 8 Car parking income to date – Bute and Cowal .............................................................................................................................................................................. 8 Car parking income to date – Argyll and Bute ............................................................................................................................................................................... 9 Corporate Outcome No.2 – People live in safer and stronger communities .................................................................................................................................. 10 Dog fouling – total number of complaints – Bute and Cowal ..................................................................................................................................................... 10 Dog fouling – total number of complaints – Argyll and Bute ...................................................................................................................................................... 10 Corporate Outcome No.3 – Children and young people have the best possible start ................................................................................................................... 12 COI – Increase the percentage of our care experienced young people that have the recommended additional tracking and monitoring plans in place .... 12 Corporate Outcome No.3 – Children and young people have the best possible start ................................................................................................................... 13 COI – Provide quality meals with cost margins to all pupils ....................................................................................................................................................... 13 Corporate Outcome No.4 – Education, skills and training maximises opportunities for all .......................................................................................................... 14 Maximise the percentage of 16-19 years olds participating in education, training or employment – Bute and Cowal .......................................................... 14 Maintain the percentage of 16-19 years olds in Argyll and Bute participating in education, training or employment services – Argyll and Bute ................ 14 Corporate Outcome No.5 – Our economy is diverse and thriving .................................................................................................................................................. 16 Number of affordable social sector new builds completed per annum – Bute and Cowal ....................................................................................................... 16
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Appendix 1 Page 3 Number of affordable social sector new builds completed per annum – Argyll and Bute ........................................................................................................ 16 Corporate Outcome No.5 – Our economy is diverse and thriving .................................................................................................................................................. 17 Percentage of pre-planning application enquiries processed within 20 working days – Bute and Cowal ................................................................................ 17 Percentage of pre-planning application enquiries processed within 20 working days – Argyll and Bute ................................................................................ 17 Corporate Outcome No.5 – Our economy is diverse and thriving .................................................................................................................................................. 19 Householder planning applications – average number of weeks to determine – Bute and Cowal ........................................................................................... 19 Householder planning applications – average number of weeks to determine – Argyll and Bute ........................................................................................... 20 Corporate Outcome No.5 – Our economy is diverse and thriving .................................................................................................................................................. 21 COI – Number of new homeless applicants who required temporary accommodation this period ......................................................................................... 21 Corporate Outcome No.5 – Our economy is diverse and thriving .................................................................................................................................................. 22 COI – Maintain the percentage of local suppliers that benefit from the awards of contracts via the procurement portal .................................................... 22 Corporate Outcome No.5 – Our economy is diverse and thriving .................................................................................................................................................. 23 COI – Increase the number of community benefits that are delivered through contracts we award locally ........................................................................... 23 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth ............................................................................................................... 24 Street lighting – percentage of faults repaired within 10 days – Bute and Cowal ..................................................................................................................... 24 The percentage of street lighting faults are completed within 10 working days – Argyll and Bute .......................................................................................... 24 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth ............................................................................................................... 25 Total number of complaints regarding waste collection – Bute ................................................................................................................................................. 25 Total number of complaints regarding waste collection – Cowal ............................................................................................................................................... 25 Total number of complaints regarding waste collection – Argyll and Bute ............................................................................................................................... 26 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth ............................................................................................................... 27 COI – Percentage of waste recycled, composted and recovered ................................................................................................................................................ 27 Renewi (formerly Shanks) – Percentage of waste recycled, composted and recovered ........................................................................................................... 28 Islands – Percentage of waste recycled, composted and recovered .......................................................................................................................................... 28 H&L – Percentage of waste recycled, composted and recovered ............................................................................................................................................... 29
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Appendix 1 Page 4 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth ............................................................................................................... 30 COI – The number of tonnes of waste sent to landfill ................................................................................................................................................................. 30 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth ............................................................................................................... 31 LEAMS (Local Environment Audit and Management System) – Bute ......................................................................................................................................... 31 LEAMS (Local Environment Audit and Management System) – Cowal ...................................................................................................................................... 31 LEAMS (Local Environment Audit and Management System) – Argyll and Bute ....................................................................................................................... 32 Making It Happen ............................................................................................................................................................................................................................. 33 Teacher sickness absence – Bute and Cowal ............................................................................................................................................................................... 33 Teacher sickness absence – Argyll and Bute ................................................................................................................................................................................ 33 Making It Happen ............................................................................................................................................................................................................................. 35 LGE staff (non-teacher) sickness absence – Bute and Cowal ...................................................................................................................................................... 35 LGE staff (non-teacher) sickness absence – Argyll and Bute ....................................................................................................................................................... 35 Making It Happen ............................................................................................................................................................................................................................. 37 COI – Increase the percentage of all self-service automated contacts ....................................................................................................................................... 37
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Appendix 1 Page 5 Corporate Outcome No.1 – People live active, healthier and independent lives COI – Maximise distribution of Scottish Welfare Fund This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status FQ4 2022/23 95.3% 144.0% Green FQ1 2023/24 95.3% 112.9% Green FQ2 2023/24 95.3% 134.3% Green FQ3 2023/24 95.3% 138.2% Green FQ4 2023/24 95.3% 128.6% Green This indicator for FQ4 has exceeded the target however the actual has decreased since the last reporting period. FQ4 Comment At 31st March 2024 we have a total spend of £589,168. This represents an overspend of £130,884 on our programme funding allocation of £458,284. However year end spend was less than we had projected due to a reduction in spend between January and March, which was less than in previous years. Scottish Government have confirmed that we have the same programme funding for 2024/25 and the Council has approved a £250,000 cost and demand pressure for that year. We will continue to monitor spend closely on a month to month basis going forward. Responsible person: Fergus Walker
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Appendix 1 Page 6 Corporate Outcome No.1 – People live active, healthier and independent lives COI – Percentage of clients satisfied that they are better able to deal with their financial problems following our support and intervention This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status FQ4 2022/23 100% 95% Red FQ1 2023/24 100% 100% Green FQ2 2023/24 100% 100% Green FQ3 2023/24 100% 100% Green FQ4 2023/24 100% 100% Green This indicator for FQ4 has met the target with no change in performance since the last reporting period. FQ4 Comment This is a voluntary survey with no obligation for clients to respond either in full or in part. It is also common for incomplete returns to be received. In FQ4 2023/24, 12 survey forms were distributed to clients. 12 were returned. Of these 12 returns, 11 responded to the question relating to being better able to deal with their financial problems. Of these 11 respondees, 11 responded positively, whilst 0 responded negatively. Accordingly, 100% of clients that responded were positive about their experience i.e. no negative comments or responses were reported. Responsible person: Lee Roberts
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Appendix 1 Page 7 Corporate Outcome No.2 – People live in safer and stronger communities Number of parking penalty notices issued – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 415 No target FQ1 2023/24 No target 296 No target FQ2 2023/24 No target 257 No target FQ3 2023/24 No target 226 No target FQ4 2023/24 No target 214 No target This indicator for FQ4 shows the number of parking penalty notices has decreased since the last reporting period. FQ4 Comment Bute/Rothesay very limited enforcement due to continuing lining/signage deterioration or incorrect markings - officers are looking to get the lining redone when the lining teams are available and weather permitting. Disabled bay misuse and pay and display non-compliance high. Responsible person: Hugh O’Neill Number of parking penalty notices issued – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 1,332 No target FQ1 2023/24 No target 1,816 No target FQ2 2023/24 No target 1,172 No target FQ3 2023/24 No target 1,015 No target FQ4 2023/24 No target 1,196 No target This indicator for FQ4 shows the number of parking penalty notices has increased since the last reporting period. FQ4 Comment Historical lining and signage issues continue in certain areas of Argyll & Bute - officers are arranging for lining to be redone when the lining teams are available and weather permitting. Given it is off-season the rate of non-compliance in some areas is disappointing. Responsible person: Hugh O’Neill
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Appendix 1 Page 8 Corporate Outcome No.2 – People live in safer and stronger communities Car parking income to date – Bute and Cowal Performance is presented cumulatively for both Area and Council-wide levels. For individual car parks, the income is presented on a quarterly basis. Reporting Period Target (Cumulative) Actual (Cumulative) Status FQ4 2022/23 £85,667 £42,381 Red FQ1 2023/24 £20,912 £13,741 Red FQ2 2023/24 £52,197 £34,027 Red FQ3 2023/24 £71,239 £48,303 Red FQ4 2023/24 £86,511 £64,271 Red This indicator for FQ4 shows the cumulative amount of income collected is lower than the cumulative target. There is no performance trend as this data is cumulative. FQ4 Comment Although showing a £22k shortfall this could be due to the weather. At this time there is no specific reason that we are aware of which has caused the shortfall. All car parks are open and the warden is present within the area. We completed the upgrade to the parking meters (within the pay & display car parks) in Autumn of 2023. Over the next 12 months we expect to get a baseline which will assist in estimating future trends - the back office system for the new meters is excellent. Responsible person: Hugh O’Neill Actual quarterly income collected in Bute and Cowal for FQ3 and FQ4. Car Park Location FQ3 Actual FQ4 Actual Guildford Square, Rothesay £204 £1,604 Church Street, Dunoon £0 £0 Swimming Pool, Dunoon £2,062 £2,120 Dunoon Pier £1,714 £1,565 Moir Street, Dunoon £3,446 £3,508 Argyll Street, Dunoon £2,817 £3,117 Jane Villa, Dunoon £4,033 £4,055
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Appendix 1 Page 9 Car Park Location FQ3 Actual FQ4 Actual B&C (parking permits) £0 £0 Total £14,276 £15,969 Car parking income to date – Argyll and Bute Performance is presented cumulatively for both Area and Council-wide levels. Reporting Period Target (Cumulative) Actual (Cumulative) Status FQ4 2022/23 £993,968 £817,788 Red FQ1 2023/24 £234,056 £253,705 Green FQ2 2023/24 £584,204 £486,151 Red FQ3 2023/24 £797,331 £807,348 Green FQ4 2023/24 £968,262 £937,090 Red This indicator for FQ4 shows the cumulative amount of income collected is lower than the cumulative target. There is no performance trend as this data is cumulative. FQ4 Comment Overall, there is a 3% deficit in relation to the target. The new IPS parking meters, alongside its associated back office system, will allow better analysis of parking trends. The next 12 months will provide a solid baseline for future trends. Responsible person: Hugh O’Neill
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Appendix 1 Page 10 Corporate Outcome No.2 – People live in safer and stronger communities Dog fouling – total number of complaints – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 25 No target FQ1 2023/24 No target 13 No target FQ2 2023/24 No target 11 No target FQ3 2023/24 No target 14 No target FQ4 2023/24 No target 19 No target This indicator for FQ4 shows the number of dog fouling complaints has increased since the last reporting period. FQ4 Comment Unfortunately, the number of dog fouling complaints received for the Bute and Cowal area has risen again this quarter with 9 complaints received for Bute and 10 received for Cowal. The Warden service will continue to monitor the situation. Responsible person: Tom Murphy Dog fouling – total number of complaints – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 77 No target FQ1 2023/24 No target 60 No target FQ2 2023/24 No target 51 No target FQ3 2023/24 No target 46 No target FQ4 2023/24 No target 65 No target This indicator for FQ4 shows the number of dog fouling complaints has increased since the last reporting period.
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Page 11 Appendix 1 FQ4 Comment It is disappointing that the number of dog fouling complaints received has risen from 46 to 65 this quarter. There was one fine issued from the Kintyre area. The Warden service will continue to monitor and patrol in an effort to reduce the number of complaints. Responsible person: Tom Murphy
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Appendix 1 Page 12 Corporate Outcome No.3 – Children and young people have the best possible start COI – Increase the percentage of our care experienced young people that have the recommended additional tracking and monitoring plans in place This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status FQ4 2022/23 100% 100% Green FQ1 2023/24 100% 100% Green FQ2 2023/24 100% 100% Green FQ3 2023/24 100% 100% Green FQ4 2023/24 100% 100% Green This indicator for FQ4 has met the target with no change in performance since the last reporting period. FQ4 Comment Each care experienced child and young person enrolled in an authority school has tracking and monitoring plans in place via our education management information system knowns as Seemis. Data collated includes attendance, exclusion, progress and attainment and wellbeing information. The Virtual Head Teacher (VHT) for Care Experienced Children and Young People (CECYP) works closely with the education data team and receives monthly reports specific to CECYP. The VHT offers both support and challenge to Designated Managers for CECYP across authority settings to ensure each young person has the correct framework of support to help them achieve success. The profile of our CECYP continues to be raised through system improvements, training opportunities, information sharing (as appropriate) leading to greater consideration of personalised support at all stages of the young person’s educational journey. We continue to develop and refine our tracking and monitoring systems to ensure data is relevant and meaningful. This happens through self-evaluation and linking with wider local authorities to ensure best practice. Next steps include developing a system to formally track and monitor CECYP who are out-with our authority schools. A data sharing agreement is currently being produced for this purpose. Responsible person: Louise Chisholm
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Appendix 1 Page 13 Corporate Outcome No.3 – Children and young people have the best possible start COI – Provide quality meals with cost margins to all pupils This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status FQ4 2022/23 +/-5.00% -2.56% Green FQ1 2023/24 +/-5.00% 5.00% Green FQ2 2023/24 +/-5:00% -7.07% Red FQ3 2023/24 +/-5.00% 4.12% Green FQ4 2023/24 +/-5.00% -3.44% Green This indicator for FQ4 is below the +/-5.00% target variance however performance has increased since the last reporting period. FQ4 Comment Work is on-going to monitor schools that have a food cost percentage outwith the +/-5% target. B&C 1.88%, H&L -2.73%, MAKI -4.78%, OLI 1.02%" B&C 0.54% H&L -0.52% MAKI -2.82% OLI 6.92% Responsible person: Christine Boyle
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Appendix 1 Page 14 Corporate Outcome No.4 – Education, skills and training maximises opportunities for all Maximise the percentage of 16-19 years olds participating in education, training or employment – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 94.00% 91.80% Red FQ1 2023/24 94.00% 92.19% Red FQ2 2023/24 94.00% 94.34% Green FQ3 2023/24 94.00% 92.97% Red FQ4 2023/24 94.00% 91.16% Red This indicator for FQ4 below target and performance has decreased since the last reporting period. FQ4 Comment As of 21st March 2024, the Participation figure (16-19 year-olds in employment, training or education) in Bute and Cowal was 804 young people, which equates to 91.16%. This is 2.84% below target and 4.44% below the annual Argyll and Bute Participation figure of 95.60%, which was released by Skills Development Scotland at the end of August 2023. The Participation figure of 91.16% for FQ4 of 2023/24 is a decrease of 1.81% on the Participation figure for FQ3. Responsible person: Jennifer Crocket Maintain the percentage of 16-19 years olds in Argyll and Bute participating in education, training or employment services – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 94.00% 93.62% Red FQ1 2023/24 94.00% 93.75% Red FQ2 2023/24 94.00% 95.94% Green FQ3 2023/24 94.00% 94.37% Green FQ4 2023/24 94.00% 93.59% Red This indicator for FQ4 is below target and performance has decreased since the last reporting period.
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Appendix 1 Page 15 FQ4 Comment As of 21st March 2024, the Participation figure (16-19 year-olds in employment, training or education) for the whole of Argyll and Bute was 3697 young people, which equates to 93.59%. This is 0.41% below target and 2.01% below the annual Argyll and Bute Participation figure of 95.60%, which was released by Skills Development Scotland at the end of August 2023. The Participation figure of 93.59% for FQ4 of 2023/24 is a decrease of 0.78% on the Participation figure for FQ3. Responsible person: Jennifer Crocket
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Appendix 1 Page 16 Corporate Outcome No.5 – Our economy is diverse and thriving Number of affordable social sector new builds completed per annum – Bute and Cowal Reporting Period Target Actual Status FQ4 2022/23 0 0 Green FQ1 2023/24 0 0 Green FQ2 2023/24 0 0 Green FQ3 2023/24 4 4 Green FQ4 2023/24 0 0 Green This indicator for FQ4 shows the number of completions has met the target for the reporting period. FQ4 Comment No social sector new builds were due for completion this period. Responsible person: Kelly Ferns Number of affordable social sector new builds completed per annum – Argyll and Bute Reporting Period Target Actual Status FQ4 2022/23 67 67 Green FQ1 2023/24 26 26 Green FQ2 2023/24 40 40 Green FQ3 2023/24 0 0 Green FQ4 2023/24 0 0 Green This indicator for FQ4 shows the number of completions has met the target for the reporting period. FQ4 Comment No social sector new builds were due for completion this period. B&C 0 MAKI 0 H&L 0 OLI 0 Responsible person: Kelly Ferns
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Appendix 1 Page 17 Corporate Outcome No.5 – Our economy is diverse and thriving Percentage of pre-planning application enquiries processed within 20 working days – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 75.0% 55.6% Red FQ1 2023/24 75.0% 27.3% Red FQ2 2023/24 75.0% 16.7% Red FQ3 2023/24 75.0% 21.4% Red FQ4 2023/24 75.0% 27.8% Red This indicator for FQ4 is below target however performance has increased since the last reporting period. FQ4 Comment Performance across the Development Management Service continues to be impacted as it works through a backlog of casework that has accumulated through the Covid pandemic and which has been exacerbated by extended periods of operating with reduced staffing levels due to issues with recruitment to vacant posts, and the introduction of National Planning Framework 4. Whilst vacancies across the service have now largely been filled the focus of officers remains geared toward the resolution of statutory casework with the handling of pre-application enquiries afforded lower priority in caseload management. To assist with the management of reduced customer expectations the target for responding to pre-app enquiries has been temporarily extended to 6 weeks. During FQ4 18 pre-apps were responded to within B&C. 33.3% were issued within 6 weeks. Responsible person: Peter Bain Percentage of pre-planning application enquiries processed within 20 working days – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 75.0% 55.4% Red FQ1 2023/24 75.0% 47.5% Red FQ2 2023/24 75.0% 49.1% Red FQ3 2023/24 75.0% 55.0% Red FQ4 2023/24 75.0% 52.4% Red This indicator for FQ4 is below target and performance has decreased since the last reporting period.
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Appendix 1 Page 18 FQ4 Comment Performance across the Development Management Service continues to be impacted as it works through a backlog of casework that has accumulated through the Covid pandemic and which has been exacerbated by extended periods of operating with reduced staffing levels due to issues with recruitment to vacant posts, and the introduction of National Planning Framework 4. Whilst vacancies across the service have now largely been filled the focus of officers remains geared toward the resolution of statutory casework with the handling of pre-application enquiries afforded lower priority in caseload management. To assist with the management of reduced customer expectations the target for responding to pre-app enquiries has been temporarily extended to 6 weeks. During FQ4 48 pre-apps were responded to within OLI. 93.8% were issued within 6 weeks. This excellent performance is indicative of the more settled position of the OLI DM team. Responsible person: Peter Bain
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Appendix 1 Page 19 Corporate Outcome No.5 – Our economy is diverse and thriving Householder planning applications – average number of weeks to determine – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 8.0 weeks 20.2 weeks Red FQ1 2023/24 8.0 weeks 30.1 weeks Red FQ2 2023/24 8.0 weeks 28.3 weeks Red FQ3 2023/24 8.0 weeks 23.5 weeks Red FQ4 2023/24 8.0 weeks 17.2 weeks Red This indicator for FQ4 has not met the target however performance has increased since the last reporting period. (Lower is best) FQ4 Comment This measure only relates to planning applications received for alterations to existing premises. Performance across the Development Management Service continues to be impacted as it works through a backlog of casework that has accumulated through the Covid pandemic and which has been exacerbated by extended periods of operating with reduced staffing levels due to issues with recruitment to vacant posts, and the introduction of National Planning Framework 4. Improving resource availability has allowed the focus of the DM Service to shift from the prioritisation of the most significant applications to addressing the accrued backlog of older applications. The determination of a higher-than-normal volume of older cases has a significant impact on "average time taken" performance measures as a relatively small number of older cases can skew the outcome. It is also noted that these performance measures are based on "raw data" and as such have not been adjusted to take into account delays to determination out with the control of the planning authority. FQ4 has seen the determination of 2 'legacy' applications and continued high volume of newer case work. The determination of an increasing proportion of older casework items during FQ4 has impacted negatively on overall performance from FQ3. 72% of applications determined in FQ4 were less than 6 months old; these items were determined in an average time of 12.0 weeks. Responsible person: Peter Bain
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Appendix 1 Page 20 Householder planning applications – average number of weeks to determine – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 8.0 weeks 17.3 weeks Red FQ1 2023/24 8.0 weeks 21.6 weeks Red FQ2 2023/24 8.0 weeks 18.1 weeks Red FQ3 2023/24 8.0 weeks 16.8 weeks Red FQ4 2023/24 8.0 weeks 20.0 weeks Red This indicator for FQ4 has not met the target and performance has decreased since the last reporting period (lower is best). FQ4 Comment This measure only relates to planning applications received for alterations to existing premises. Performance across the Development Management Service continues to be impacted as it works through a backlog of casework that has accumulated through the Covid pandemic and which has been exacerbated by extended periods of operating with reduced staffing levels due to issues with recruitment to vacant posts, and the introduction of National Planning Framework 4. Improving resource availability has allowed the focus of the DM Service to shift from the prioritisation of the most significant applications to addressing the accrued backlog of older applications. The determination of a higher-than-normal volume of older cases has a significant impact on "average time taken" performance measures as a relatively small number of older cases can skew the outcome. It is also noted that these performance measures are based on "raw data" and as such have not been adjusted to take into account delays to determination out with the control of the planning authority. FQ4 has seen the determination of 2 'legacy' applications and continued high volume of newer case work. The determination of an increasing proportion of older casework items during FQ4 has impacted negatively on overall performance from FQ3. 72% of applications determined in FQ4 were less than 6 months old; these items were determined in an average time of 12.0 weeks. Responsible person: Peter Bain
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Appendix 1 Page 21 Corporate Outcome No.5 – Our economy is diverse and thriving COI – Number of new homeless applicants who required temporary accommodation this period This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 30 No target FQ1 2023/24 No target 32 No target FQ2 2023/24 No target 36 No target FQ3 2023/24 No target 26 No target FQ4 2023/24 No target 30 No target This indicator for FQ4 shows the number of applicants has increased since the last reporting period. FQ4 Comment During FQ4, the housing service provided temporary accommodation for 30 new homeless households. B&C: 14 households (4 x Registered Social Landlord Property, 1 x Private Sector Property, 6 x Serviced Accommodation, 3 x Bed & Breakfast). H&L: 4 households (2 x Private Sector Property, 2 x Bed & Breakfast). MAKI: 1 household (1 x Bed & Breakfast). OLI: 11 households (1 x Private Sector Property, 8 x Supported Accommodation, 2 x Bed & Breakfast). Please note: • The Registered Social Landlord and Private Rented Sector properties are leased by the Council and sub-let to homeless households as temporary accommodation. • Serviced Accommodation is available in Cowal and Helensburgh and is for single people providing an en-suite bedroom and shared kitchen facilities. • Supported accommodation is provided in Lorn by Blue Triangle Housing Association. • Accommodation may be offered outwith the HMA area that the homeless application was taken due to availability, i.e. application taken in Oban and the applicant offered accommodation in Dunoon as there was no accommodation available in Oban. B&C 14 H&L 4 MAKI 1 OLI 11 Responsible person: Morven Macintyre
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Appendix 1 Page 22 Corporate Outcome No.5 – Our economy is diverse and thriving COI – Maintain the percentage of local suppliers that benefit from the awards of contracts via the procurement portal This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 20.0% 22.5% Green FQ1 2023/24 20.0% 10.8% Red FQ2 2023/24 20.0% 26.5% Green FQ3 2023/24 20.0% 27.8% Green FQ4 2023/24 20.0% 14.3% Red This indicator for FQ4 is below and performance has decreased since the last reporting period. FQ4 Comment From the 63 contracts awarded during FQ4, 19 contracts received local bids. The nature of the types of contracts awarded can impact on submission of local bidders. Of the 19 contracts, 9 were awarded to local suppliers (47.4%) with an estimated total contract value of £2.5m. The Procurement, Commercial and Contract Management Team will continue to support local suppliers by providing useful information on the Council's website. Responsible person: Anne MacColl-Smith
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Appendix 1 Page 23 Corporate Outcome No.5 – Our economy is diverse and thriving COI – Increase the number of community benefits that are delivered through contracts we award locally This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status FQ4 2022/23 No target 43 No target FQ1 2023/24 No target - No target FQ2 2023/24 No target 37 No target FQ3 2023/24 No target - No target FQ4 2023/24 No target 37 No target This indicator is reported in FQ2 and FQ4. This indicator for FQ4 shows the number of community benefits has remained the same since the last reporting period. FQ4 Comment During FQ4, 37 community benefits have been achieved through contract management. A full report will be published on the Council's website at this location: https://www.argyll-bute.gov.uk/business-and-licensing/selling-council/procurement-useful-links-and-documents - following a meeting with the Procurement Board at the end of April 2024. Responsible person: Anne MacColl-Smith
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Appendix 1 Page 24 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth Street lighting – percentage of faults repaired within 10 days – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 75% 30% Red FQ1 2023/24 75% 54% Red FQ2 2023/24 75% 45% Red FQ3 2023/24 75% 37% Red FQ4 2023/24 75% 90% Green This indicator for FQ4 is above target however performance has increased since the last reporting period. FQ4 Comment We have been working well to meet targets in Cowal and Bute as shown in the figures. Responsible person: Tom Murphy The percentage of street lighting faults are completed within 10 working days – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 75% 32% Red FQ1 2023/24 75% 37% Red FQ2 2023/24 75% 43% Red FQ3 2023/24 75% 46% Red FQ4 2023/24 75% 49% Red This indicator for FQ4 is below target however performance has increased since the last reporting period. FQ4 Comment In January, February and March we have low percentage figures due to absence affecting the OLI and MAKI areas. Contractors were carrying out work in MAKI and OLI. As a result the percentage of faults being attended to within 10 working days was not met. Bute and Cowal had no issues as shown in the 90% figure. Responsible person: Tom Murphy
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Appendix 1 Page 25 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth Total number of complaints regarding waste collection – Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 3 No target FQ1 2023/24 No target 1 No target FQ2 2023/24 No target 0 No target FQ3 2023/24 No target 2 No target FQ4 2023/24 No target 0 No target This indicator for FQ4 shows the number of waste collection complaints has decreased since the last reporting period. FQ4 Comment There were no waste collection complaints this quarter for the Isle of Bute, this is an excellent level of service given the number of properties serviced. Responsible person: Tom Murphy Total number of complaints regarding waste collection – Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 3 No target FQ1 2023/24 No target 9 No target FQ2 2023/24 No target 20 No target FQ3 2023/24 No target 2 No target FQ4 2023/24 No target 0 No target This indicator for FQ4 shows the number of waste collection complaints has decreased since the last reporting period. FQ4 Comment Cowal received no waste collection complaints for the months of January, February and March. Excellent service provided by the Waste teams. Responsible person: Tom Murphy
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Appendix 1 Page 26 Total number of complaints regarding waste collection – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 53 No target FQ1 2023/24 No target 67 No target FQ2 2023/24 No target 101 No target FQ3 2023/24 No target 18 No target FQ4 2023/24 No target 7 No target This indicator for FQ4 shows the number of waste collection complaints has decreased since the last reporting period. FQ4 Comment There were only 7 waste collection complaints received for the whole of Argyll and Bute over the months of January, February and March. Given the areas covered and the various bins serviced, domestic, recycling, glass and food, this is an excellent level of service. Responsible person: Tom Murphy
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Appendix 1 Page 27 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth COI – Percentage of waste recycled, composted and recovered Performance is presented by Council-wide service provision. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 45.0% 52.0% Green FQ1 2023/24 45.0% 47.6% Green FQ2 2023/24 45.0% 59.8% Green FQ3 2023/24 45.0% 49.0% Green FQ4 2023/24 45.0% 74.0% Green This indicator for FQ4 is above target and performance has increased since the last reporting period. FQ4 Comment 74% recycling, composting and recovery (44.6% recycling/composting plus 29.4% recovery). Barr closed their landfill operations from 1st January and their waste operations as at 31st March. Barr sent all general waste received during the quarter to an energy from waste plant which has greatly increased recovery and reduced landfill during the quarter. Renewi sent over 2000 tonnes of previously stockpiled green waste for composting and recovery during the quarter. Renewi also sent some general waste to an energy from waste plant as part of a trial during January 24. These actions have improved recovery figures in particular plus reduced landfill during the quarter. 2023/24 F/Year figures overall are 58.2% recycling, composting and recovery (44.2% recycling/composting plus 14.0% recovery). Responsible person: John Blake
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Appendix 1 Page 28 Renewi (formerly Shanks) – Percentage of waste recycled, composted and recovered Performance is presented by Council-wide service provision. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 61.9% No target FQ1 2023/24 No target 53.0% No target FQ2 2023/24 No target 68.7% No target FQ3 2023/24 No target 55.3% No target FQ4 2023/24 No target 66.5% No target This indicator for FQ4 shows the percentage of waste recycled has increased since the last reporting period. FQ4 Comment 66.5% recycling, composting and recovery (47.1% recycling/composting plus 19.4% recovery). Renewi sent over 2000 tonnes of previously stockpiled green waste for composting and recovery during the quarter. Renewi also sent some general waste to an energy from waste plant as part of a trial during January 24. Both actions have improved composting and recovery figures plus reduced landfill during the quarter.2023/24 F/Year figures overall are 62.3% recycling, composting and recovery (46.7% recycling/composting plus 15.6% recovery). Responsible person: John Blake Islands – Percentage of waste recycled, composted and recovered Performance is presented by Council-wide service provision. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 35.9% No target FQ1 2023/24 No target 39.2% No target FQ2 2023/24 No target 35.6% No target FQ3 2023/24 No target 34.2% No target FQ4 2023/24 No target 41.5% No target This indicator for FQ4 shows the percentage of waste recycled has increased since the last reporting period.
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Appendix 1 Page 29 FQ4 Comment 41.5% recycling, composting and recovery. Higher than normal mainly due to over 100 tonnes of wood being sent for recycling during the quarter from the Gartbreck (Islay) waste and recycling site. F/Year to date figures overall are 37.6% recycling, composting and recovery (37.6% recycling/composting and 0% recovery). Responsible person: John Blake H&L – Percentage of waste recycled, composted and recovered Performance is presented by Council-wide service provision. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 34.5% No target FQ1 2023/24 No target 40.1% No target FQ2 2023/24 No target 41.6% No target FQ3 2023/24 No target 41.5% No target FQ4 2023/24 No target 100.0% No target This indicator for FQ4 shows the percentage of waste recycled has increased since the last reporting period. FQ4 Comment 100% recycling, composting and recovery during the quarter i.e. no landfill (39.6% recycling/composting plus 60.4% recovery). Barr Environmental closed their landfill operations from 1st January and their waste operations completely on 31st March. Barr sent all general waste received during the quarter to an energy from waste plant, which has greatly increased recovery and resulted in no landfill during the quarter. 2023/24 F/Year figures overall are 54.6% recycling, composting and recovery (40.5% recycling/composting plus 14.1% recovery). Responsible person: John Blake
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Appendix 1 Page 30 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth COI – The number of tonnes of waste sent to landfill This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 5,000 4,610 Green FQ1 2023/24 5,850 5,075 Green FQ2 2023/24 5,550 5,510 Green FQ3 2023/24 5,100 4,253 Green FQ4 2023/24 5,000 2,567 Green This indicator for FQ4 is below target (lowest is best). FQ4 Comment Barr Environmental (contractor for Helensburgh and Lomond's general waste) closed their landfill operations from 1st January and their waste operations as at 31st March. Barr sent all general waste received during the quarter to an energy from waste plant which has greatly reduced landfill during the quarter. Renewi also sent some general waste to an energy from waste plant as part of a trial during January 24. These actions have significantly reduced landfill during the quarter and therefore the tonnage of municipal biodegradable waste to landfill was well within target. Responsible person: John Blake
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Appendix 1 Page 31 Corporate Outcome No.6 – We have infrastructure that supports sustainable growth LEAMS (Local Environment Audit and Management System) – Bute (Monthly data combined to show quarterly average) Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 73 79 Green FQ1 2023/24 73 79 Green FQ2 2023/24 73 76 Green FQ3 2023/24 73 80 Green FQ4 2023/24 73 81 Green This indicator for FQ4 is above target and performance has increased since the last reporting period. FQ4 Comment The LEAMS figure for this quarter is again high, showing a good level of street cleanliness. Responsible person: Tom Murphy LEAMS (Local Environment Audit and Management System) – Cowal (Monthly data combined to show quarterly average) Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 73 77 Green FQ1 2023/24 73 77 Green FQ2 2023/24 73 77 Green FQ3 2023/24 73 77 Green FQ4 2023/24 73 76 Green This indicator for FQ4 is above target however performance has decreased since the last reporting period. FQ4 Comment The Cowal area has again this quarter exceeded the LEAMS target. Responsible person: Tom Murphy
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Appendix 1 Page 32 LEAMS (Local Environment Audit and Management System) – Argyll and Bute (Monthly data combined to show quarterly average) Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 73 83 Green FQ1 2023/24 73 84 Green FQ2 2023/24 73 83 Green FQ3 2023/24 73 85 Green FQ4 2023/24 73 83 Green This indicator for FQ4 is above target however performance has decreased since the last reporting period. FQ4 Comment The overall level of street cleanliness this quarter shows 83. This is a very good level of street cleanliness carried out by the Amenity teams. Responsible person: Tom Murphy
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Appendix 1 Page 33 Making It Happen Teacher sickness absence – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 3.61 days No target FQ1 2023/24 No target 3.64 days No target FQ2 2023/24 No target 2.00 days No target FQ3 2023/24 No target 3.72 days No target FQ4 2023/24 No target 4.00 days No target This indicator for FQ4 shows the number of sickness absence days has increased since the last reporting period. FQ4 Comment Work days lost has increased on the same quarter last year by 0.39 work days. There has been a 0.28 day increase on Q3 this year. Most work days lost have been due to Stress/Depression/Mental Health followed by Infections. Responsible person: Jennifer Crocket Teacher sickness absence – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 2.48 days No target FQ1 2023/24 No target 2.15 days No target FQ2 2023/24 No target 1.25 days No target FQ3 2023/24 No target 2.82 days No target FQ4 2023/24 No target 2.82 days No target This indicator for FQ4 shows the number of sickness absence days has remained the same since the last reporting period.
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Appendix 1 Page 34 FQ4 Comment Work days lost has increased on the same quarter last year by 0.34 of a day. Against Q3 this year work days lost have remained exactly the same. Most work days lost have been due to Stress/Depression/Mental Health followed by Infections. Actions to address Stress/Depression/Mental Health absences are included in the Wellbeing Implementation Plan including a new Employee Assistance Programme, exploring a Stress Audit and support for managers. It is unusual for infections to feature in the top 3 reasons for work days lost and further analysis of the reasons for this and benchmarking will be carried out. Responsible person: Jennifer Crocket (B&C and MAK) and Wendy Brownlie (H&L and OLI)
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Appendix 1 Page 35 Making It Happen LGE staff (non-teacher) sickness absence – Bute and Cowal Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 4.65 days No target FQ1 2023/24 No target 4.46 days No target FQ2 2023/24 No target 3.50 days No target FQ3 2023/24 No target 4.42 days No target FQ4 2023/24 No target 4.64 days No target This indicator for FQ shows the number of sickness absence days has increased since the last reporting period. FQ4 Comment Work days lost per FTE stable around the same as the same quarter last year. There has been a small increase on the quarter before of 0.22 of a day. Most work days lost have been due to Stress/Depression/Mental Health followed by Infections. Responsible person: Carolyn Cairns LGE staff (non-teacher) sickness absence – Argyll and Bute Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 No target 4.04 days No target FQ1 2023/24 No target 3.53 days No target FQ2 2023/24 No target 3.18 days No target FQ3 2023/24 No target 3.73 days No target FQ4 2023/24 No target 4.12 days No target This indicator for FQ4 shows the number of sickness absence days has increased since the last reporting period.
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Appendix 1 Page 36 FQ4 Comment Work days lost per FTE is around the same as the same quarter last year - just a very small increase of 0.08 work days lost. There has been an increase of 0.39 work days on the last quarter this year. Most days lost are due to Stress/Depression/Mental Health followed by Infections. Actions to address Stress/Depression/Mental Health absences are included in the Wellbeing Implementation Plan including a new Employee Assistance Programme, exploring a Stress Audit and support for managers. It is unusual for infections to feature in the top 3 reasons for work days lost and further analysis of the reasons for this and benchmarking will be carried out. Responsible person: Carolyn Cairns
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Appendix 1 Page 37 Making It Happen COI – Increase the percentage of all self-service automated contacts This indicator is a Corporate Outcome Indicator that is reported quarterly. The performance presented is Council-wide only. Reporting Period Target Actual Status Trend of ‘Actual’ over the period FQ4 2022/23 70.0% 72.2% Green FQ1 2023/24 70.0% 80.7% Green FQ2 2023/24 70.0% 72.1% Green FQ3 2023/24 70.0% 72.7% Green FQ4 2023/24 70.0% 70.1% Green This indicator for FQ4 is above target however performance has decreased since the last reporting period. FQ4 Comment In FQ4 there was 38,538 transactions dealt with by Customer Service Agents (29.9%) and 90,224 automated or self-service transactions (70.1%) so the 70.0% target was exceeded. The full year statistics for 2023-24 showed that of the 593,362 customer interactions handled by the Customer Engagement Team, 443,283 (75%) were completed wholly by digital self-service. Responsible person: Robert Miller