Corporate Plan, Chapter 4: Performance Tables
More choice, better value
Key
= Local Area Agreement
= National Indicator
= Value for Money
| Objective | Measures | Baseline 2007/08 | Target 2008/09 | Target 2011/12 |
|---|---|---|---|---|
| Enhance and further develop Corporate Governance | % of member satisfaction with the overview and scrutiny process | 17% | 30% | 35% |
| % of clients satisfied with the legal service provided |
96.4% | 96% | 97% | |
| Stimulate high quality democratic engagement | % increase in resident satisfaction with opportunities for democratic engagement | 26% | 35% | 40% |
| % of households returning completed registration forms (target 90%) |
85.4% | 90% | 91% | |
| Provide customers with choice of access to services and service Information | % of demand met by telephone |
76% | 90% | 95% |
| % of e-mails and SMS text messages acknowledged within two days |
90% | 90% | 95% | |
| Waiting times at corporate reception points |
15 mins | 15 mins | 12 mins | |
| Maximise income and debt recovery | % of total Council Tax collected for the current tax year |
96% | 96.5% | Top quartile collection rates for Metropolitan boroughs |
| Value of debts outstanding for longer than 30 days |
£11 million | £9.5 million | £8.5 million | |
| Support and challenge the organisation for better use of resources | ||||
| Increase Efficiency of Procurement: Av. | % of savings achieved in top five spend |
No baseline | 2% | 4% |
| Maximise efficiency of payments | % of BACS payments as a proportion of all payments |
80% | 82% and top quartile performance | 85% and top quartile performance |
| Increase staff availability | Number of sickness days |
6.97 (will be updated end of year) | 6.5 days and maintain London benchmarking lowest quartile performance | 6 days and maintain London benchmarking lowest quartile performance |
| Support and challenge staff | % of permanent staff who receive (at least) an annual face-to-face appraisal |
75% | 80% | 85% |
| Back office support costs: £ per head |
Lowest quartile in London | Maintain lowest quartile in London | Maintain lowest quartile in London | |