Appendix B – Proposals for revised KPI’s
2023 – 2024 KPI |
Proposal |
2024 – 2025 KPI |
% of FOI requests handled within timescales |
Narrative to include split between businesses and individuals |
% of FOI requests handled within timescales |
Ombudsman Cases Investigated and Upheld |
Report on corporate complaints performance only and link to Oflog metric. Remove Ombudsman from KPI report as update is provided to A&G Committee. |
1. Number of complaints that received a response within the timeline – Stage 1 and 2 2. Number of complaints upheld per 10,000 – Stage 1 and 2 |
% of major applications determined within 13 weeks, or with an agreed EOT |
Narrative to include split for those with / without an extension and which side requested extension |
% of major applications determined within 13 weeks, or with an agreed EOT |
% of non-major applications determined within 8 weeks or with an agreed EOT |
Narrative to include split for those with / without an extension and which side requested extension |
% of non-major applications determined within 8 weeks or with an agreed EOT |
Enforcement cases open at end of month |
The new planning software offers additional data and reports. |
1. Number of Enforcement Cases received and closed 2. Average number of days for closure 3. Reason for closure 4. Number of Notices served (quarterly)
|
Housing Delivery within the area |
No change – annual report |
Housing Delivery within the area |
Average temporary accommodation use per month |
No change |
Average temporary accommodation use per month |
% of cases where homelessness was prevented |
Change of data to offer explanation of prevention and relief of homelessness. |
1. Successful homeless prevention cases as a % of prevention cases 2. Successful relief cases as a % of relief cases |
Employment Estate Occupancy Rates |
Narrative to include % of rent collected (total possible income). |
Employment Estate Occupancy Rates |
Temporary Events Notices issued in timescale |
There is a statutory requirement for TENs to be issued in one-working day from the receipt of application. Proposal to remove KPI and replace with Food Safety Inspections as a better reflection of the work of the EH&L Service Area. |
% of high-risk food inspections completed
|
Energy Grant Installations Completed |
Measurement of receipt and delivery of National Government Grant schemes. |
1. Installations received 2. Installations completed |
Average number of days to process new housing benefit claims |
No change |
Average number of days to process new housing benefit claims |
Average number of days to process change in circumstances to housing benefit claims |
No change |
Average number of days to process change in circumstances to housing benefit claims |
Council Tax Collection |
No change |
Council Tax Collection |
In-year collection rate for non-domestic rates |
No change |
In-year collection rate for non-domestic rates |
Number of missed bins per 100k |
No change |
Number of missed bins per 100k |
Household Recycling rates |
No change |
Household Recycling rates |
Contact centre calls answered in 5 mins |
No change – excludes Revs & Bens calls |
Contact centre calls answered in 5 mins |
Revs & Bens calls answered in 8 mins |
Separate KPIs to enable better analysis of calls and performance. |
1. Revs calls answered in less than 8-minutes 2. Bens calls answered in less than 8-minutes |
Total Calls |
No change |
Total Calls to the Contact Centre |
Online Uptake: processes started online vs through the Contact centre |
Clarify the metric to show how many online forms are completed by residents |
1. Online uptake by residents 2. Satisfaction with online processes |