Service Performance

Service Plans – set out what the service aims to develop over the coming year and the targets that should be achieved in terms of performance. The Plans reflect community and corporate priorities, self assessment results, risk assessment, performance indicator results, customer satisfaction and customer feedback, workforce planning, service plan monitoring, service demand, budgets, benchmarking, best value reviews, internal or external audit recommendations, team plans, employee review and development programme results. The Service Plans will include not only targets which must be met to enable day-to-day business to be effectively dispatched but also set out key improvement actions to enable that day-to-day business to be done better. 

Performance Indicators – measure how services are performing against local and Service Plan outcomes. Results help the Council to plan resources and identify where problems exist so that appropriate action can be taken. Performance indicators and targets are reviewed annually by Service Committees

Quarterly Monitoring Tables – the documents that provide supporting information; progress against Service Plan Actions (SPA), Service Plan Performance Indicators (SPPI), Service Performance Indicators (SPI) and Complaints (C). Regular performance reports presented to Council Committees refer to the document. The Council uses Pentana software to manage, monitor and report performance. Tables include status icons to help readers understand performance against targets and due dates. 

View the key to status icons (PDF).

• Service Performance Education and Social Care
• Service Performance Environmental Services