Issue - meetings

Report of Assistant Director – Performance and Transformation

Purpose of report

To provide the Executive a summary of the key results from the annual satisfaction survey and to identify areas to be reflected in future business and service plans.

Recommendations

The meeting is recommended to:

1.1           Note the results of the survey, with particular reference to the priority service areas identified by respondents as set out in section 3.13 and 3.14.

1.2           Agree that the results and priority service areas identified will be used as part of the business and service planning process for 2019-20.

1.3           Request that officers undertake a review of how the Council communicates with residents to ensure we reach as many residents as possible with key service updates and that we effectively communicate progress against our business plan objectives and how the Council spends its money.

Resolved

(1)          That the results of the survey, with particular reference to the following priority service areas identified by respondents:  Dealing with anti-social behaviour; Household waste collection; and, Household recycling collection and food/garden waste collection be noted.

(2)          That it be agreed that the results and priority service areas identified will be used as part of the business and service planning process for 2019-20.

(3)          That officers be requested to undertake a review of how the Council communicates with residents to ensure we reach as many residents as possible with key service updates and that we effectively communicate progress against our business plan objectives and how the Council spends its money.

The Assistant Director – Performance and Transformation submitted a report to provide the Executive a summary of the key results from the annual satisfaction survey and to identify areas to be reflected in future business and service plans.

Resolved

(1)          That the results of the survey, with particular reference to the following priority service areas identified by respondents:  Dealing with anti-social behaviour; Household waste collection; and, Household recycling collection and food/garden waste collection be noted.

(2)          That it be agreed that the results and priority service areas identified will be used as part of the business and service planning process for 2019-20.

(3)          That officers be requested to undertake a review of how the Council communicates with residents to ensure we reach as many residents as possible with key service updates and that we effectively communicate progress against our business plan objectives and how the Council spends its money.

Reasons

The satisfaction survey provides the Council with a standard source of data for gauging satisfactions levels across the district, which enables informed decision making with regard to service provision and priorities.

It is important that the data is used as part of business and service planning and those areas of further investigation are progressed. These further investigations by officers, coordinated by the Insight Team, will provide the council with more detailed customer feedback and insight enabling evidence-based decision making.

Alternative options

To reject the findings of the satisfaction survey results and not incorporate them as part of the business and service planning process for 2019-20. This has been rejected as the survey provides the Council with a standard source of data for gauging satisfactions levels across the district, which enables informed decision making with regard to service provision and priorities.