Issue - meetings

Report of the Director – Finance and Corporate Services

The Communications and Customer Services Manager presented the Q3 Performance Scorecards.

The Communications and Customer Services Manager noted that there were five performance exceptions on the operational scorecard. He explained that the percentage of householder planning allocations processed within target had been impacted by Christmas office closures and staff shortages but that as the overall number of applications being received was decreasing it was expected that performance would increase. In relation to complaints responded to on time, he said that performance had been impacted by the complexity of complaints and that any delay had a greater statistical impact due to the low number received overall.

In relation to calls answered in 60 seconds, the Communications and Customer Services Manager said that this had been impacted by a high number of calls about the Government’s energy rebate. He confirmed that the Council continued to look at ways to reduce calls and signpost traffic to alternative and online resolutions. In relation to the income generated by parks and playing pitches, he explained that the Council’s new online booking system was in operation and it was expected that this and upcoming marketing would lead to an increase in income generated.

The Chairman referred to customer contact and the need for the Council to adapt to meet future expectations. The Communications and Customer Services Manager confirmed that the Council continued to look at how to best educate residents in using online solutions. He said that Rushcliffe had the eldest demographic in the County which made it important for the Council to provide a balance between contact options.

The Group asked about methods used to educate residents and the Communications and Customer Services Manager said that Council was in the processes of gathering data about how and why residents contacted the Council to explore how to best provide education. It was expected that a combination of in person assistance and telephone conversations would be provided. It was likely that contact needs would change over time with an increasing demand for fast access to services and answers.

The Group asked about usage of sports pitches and the Communications and Customer Services Manager said that they were well used through the year and the Council was hoping to increase this through marketing, particularly with the installation of the 3G pitch at Gresham.

The Finance Business Partner presented the Q3 Financial Report. She said that there was a predicted net revenue budget efficiency of £1.723m, mostly as a result of Business Rates Pool, additional investment income and additional new burdens grants. It was proposed that the efficiency be earmarked for additional cost pressures. She said that there was also a capital budget efficiency expected of £3.758m.

The Finance Business Partner referred to Appendix A of the report which summarised the £1.723m efficiency and proposals for utilisation and also took the Group through the main variations from revenue efficiencies and pressures as set out in Table 1.

In relation the to the Capital Programme, the Group was informed that  ...  view the full minutes text for item 25