Minutes:
61.1 The Cabinet Member for Performance and Resources introduced the report and explained that the purpose was to inform Members of the Council’s performance against key measures in Quarter 2 of 2021/22 and noted that the data was set out in Appendix 1. The Cabinet Member for Performance and Resources further noted that where targets exist, they were included along with a narrative to explain the data. She confirmed that measures seeing an improvement were homelessness preventions, the number of environmental-crime FPNS and Museum of Gloucester footfall, whereas areas showing a declining trend were recycling collection and staff absence rates.
61.2 Councillor Pullen referred to performance indicator CWB-13 relating to the percentage of broadly compliant food premises. He noted that the narrative indicated that the reduction of broadly compliant food premises was down to a shortage of qualified Food Safety Inspectors (EHPs) with the appropriate level of training. Councillor Pullen asked how many EHPs were currently employed by the Council and how many EHPs should be employed by Councils.
61.3 The Cabinet Member for Performance and Resources confirmed that she had received some background advice from the Head of Communities and that the reason for the increased demand in food safety inspections was due to an increase in new businesses opening after the restrictions on the hospitality industry were lifted. She confirmed that premises were inspected on a priority basis and this was based on risk, for example, premises handling raw meat were considered to be riskier than bakeries. It was agreed that further enquiries would be made with the Communities team regarding the staffing situation.
61.4 Councillor Wilson referred to the measure relating to average customer waiting time (CS-8). He noted that during the previous year, the average waiting time was 45 seconds – 1 minute which was considerably shorter than the current target of 2 minutes and asked why this was the case. The Cabinet Member for Performance and Resources explained that part of the reason for the reduced call volume during 2020 could be explained by people facing other challenges during lockdown. She confirmed that setting targets was an operational decision made by senior management. The Cabinet Member for Performance and Resources further noted that there had been other challenges such as the training of new staff and that the issues which were being dealt with by the customer service team were more complex, such as bulky waste collection. This said, she noted that work was underway to enable residents to order bulky waste collection online.
61.5 In response to additional concerns raised by Councillor Wilson regarding whether the current target was ambitious and whether officers were being challenged enough, the Cabinet Member for Performance and Resources confirmed that she would share the feedback with the Head of Communities and Customer Services Manager at the next Cabinet Member briefing.
61.6 In response to a question from the Chair regarding whether there was any other way that residents could report missed recycling collections aside from the online Report It facility, the Cabinet Member for Performance and Resources confirmed that residents could also report the issue via My Gloucester. She referred to her own experience of having two separate My Gloucester accounts, noting that she used one as a resident as the other account to report issues on behalf of constituents.
61.7 Councillor Hilton referred to the measure WR-15 relating to the percentage of recycling collected on time. He noted that the performance measure confirmed that 99.88% of recycling was collected on time in September 2021 however he still received many complaints from residents regarding missed collections. He expressed the view that the situation needed to be closely monitored and asked why the KPIs had been suspended.
61.8 The Cabinet Member for Performance and Resources confirmed that she had sought clarity from the Head of Communities and was advised that the data collected was from residents who had reported missed collections via contacting the Council’s switchboard or using the Report It facility. In response to further comments from Councillor Hilton regarding previous assurances from the Leader of the Council that the recycling situation would improve, the Cabinet Member for Performance and Resources noted that the Leader had advised that the Council had managed to recruit additional drivers, however as new employees, they were in a period of probation. She also noted that there had been challenges as a result of drivers self-isolating. The Cabinet Member for Performance and Resources expressed the hope that once the new drivers had passed their probation, a full fleet should be operational.
61.9 Councillor Hilton asked for further clarity on how data on missed recycling collections was captured as he felt this could be useful ahead of the transfer of waste and recycling services to Ubico in Spring 2022. It was agreed that further enquiries would be made, and further information would be provided to the Committee in due course.
61.10 Councillor Durdey commended the staff absence rate figures included at HR-3 and asked whether the Cabinet Member for Performance and Resources had received information on staff retention and turnover rates. The Cabinet Member for Performance and Resources confirmed that it was a matter which was routinely discussed with the Council’s HR business partner. She confirmed that the retention level was well within the Local Government standards average and that she had no concerns in this regard. The Cabinet Member for Performance and Resources confirmed that the figures were reviewed on a regular basis but expressed the view that some turnover of staff was healthy for local authorities.
61.11 In response to a question from Councillor A. Chambers about fees and charges, the Cabinet Member for Performance and Resources confirmed that these were set as part of the Council’s Budget. She also confirmed that all Cabinet portfolio holders held discussions with their Heads of Service about whether it was appropriate to charge more in a competitive market would form part of these discussions. The Head of Policy and Resources further noted that the Money Plan report in the Budget papers which is being considered at the next Overview and Scrutiny Committee contains the agreed assumptions on increases to the fees and charges.
RESOLVED – That the Overview and Scrutiny Committee NOTE the report.