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 3.15.

1.2            Agree that the results and priority service areas identified will be used as part of the business and service planning process for 2020-21.

1.3            Continue to develop the approach of consulting and engaging with our residents, ensuring we reach as many residents as possible making use of all communication tools available to us and keeping residents up to date with progress against the business plan.

Resolved

(1)            That the results of the survey, with particular reference to the priority service areas identified by respondents, 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 2020-21.

(3)            That it be agreed to continue to develop the approach of consulting and engaging with our residents, ensuring we reach as many residents as possible making use of all communication tools available to us and keeping residents up to date with progress against the business plan.

The Assistant Director – Performance and Transformation submitted a report  which summarised the key results from the annual satisfaction survey and identified areas to be reflected in future business and service plans.

Resolved

(1)            That the results of the survey, with particular reference to the priority service areas identified by respondents, 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 2020-21.

(3)            That it be agreed to continue to develop the approach of consulting and engaging with our residents, ensuring we reach as many residents as possible making use of all communication tools available to us and keeping residents up to date with progress against the business plan.

Reasons

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

The service specific satisfaction and feedback enables services to react quickly to any issues identified and also provides the council with more frequent satisfaction results.

It is important that the results are 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 2020-21. 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.