Agenda item

Report detailing the corporate performance indicators for the fourth quarter of 2024/25

The Board received and considered the Corporate Performance Report for Quarter 4 of 2024/25 which covered the period from 1^st January 2025 to 31^st March 2025. The report provided a summary of Key Performance Indicators (KPIs) across all areas of the service.

Steve Hughes presented the Corporate Performance Report for Communications, highlighting the fact that the KPIs were headed in the right direction. It was noted that social media engagement with the Council’s pages was on the rise on most platforms apart from X (Formerly Twitter) and that the most social media engagement tended to come from posts not directly about the council, but about people or events around the borough. Members asked questions regarding the Residents Survey and sample selection for the survey, the Working for You newsletter and social media engagement. Members were advised that the Resident survey was ongoing and that the sample size was drawn from a cross-section of residents from across the borough, and that the Working for You newsletter was a guaranteed way for the council to communicate with residents.

Fran Lautman presented the Corporate Performance Report for Complaints, and Customer and Digital Experience. It was noted that the methodology for calculating complaints timeliness had been amended, which explained the significant drop in all complaints metrics in Q4, although the new approach would give a more accurate picture. Members asked questions on the abandonment rate of calls, wait times and how complaints are defined. Members were advised that abandonment rates and wait times are monitored, and that there is a legislative definition for formal complaints.

Members also requested a breakdown of phone calls by contact centre, and noted that there had been an increase in complaints and that the complaints team is a small team compared to other GM authorities.

Steve Hughes presented the Corporate Performance Report for Human Resources and Organisational Development, noting the KPIs for the service area. Members noted the positive new apprenticeship figures.

Chris Rawding presented the Corporate Performance Report for IT and Digital. It was noted that an improvement plan was underway to address the issue of breached tickets. Members asked questions on the timescales and criteria for ticket priorities and IT resilience. Members were advised that the timescales for tickets vary depending on the priority of the ticket and that the criteria for priorities are based on the risk and impact of what has been reported. It was also noted that the IT service uses a multitude of tools to ensure IT resilience.

Lee Walsh presented the Corporate Performance Report for Finance. It was noted that the red KPI for Average time taken to process New Claims – Council Tax Reduction was an area of focus and that this was due to more claims coming in. Members asked questions on the difference between change in circumstances and new claims, Invoices paid within 30 days, and how Council Tax Collection compares to other GM authorities. Members also noted the successes within the Finance KPIs. Members were advised that changes in circumstances involve residents already on the system, whilst new claims refer to those being added to the council tax reduction scheme. It was noted that in cases where invoices are not paid within 30 days, they would be paid shortly afterwards, and that Oldham compares comparatively well on council tax collection compared to GM neighbours.

RESOLVED: That the Board note the progress in implementing the business plan objectives, celebrate areas of consistent good performance, note the comments on progress, consider areas for review (good or poor) that could produce learning for the organisation, and note the interconnection of these actions with ongoing activities in other portfolio and Scrutiny Board remits and key projects.