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Public Performance Reports

Responsiveness to communities

The Council Plan Connect, outlines our objectives for 2012-17.  Connect ambitions and objectives should not be seen in isolation, they interact with each other and as we achieve success in one, we move closer to success in others.  In delivering our vision to ‘improve the quality of life of everyone in South Lanarkshire’ our ambitions show how our work links with our partners including our Community Planning Partners. 

Each year we produce an Annual Performance Report which details how we have performed in achieving our Connect objectives. To complement the Annual Performance Report we have created a suite of individual Public Performance Reports.  This report outlines the performance in relation to our responsiveness to communities and how this links to the outcomes of our ambitions to ‘Achieve results through leadership, good governance and organisational effectiveness' and 'Make communities safer and stronger'.

Responsiveness to communities

Performance indicators, surveys and complaints alone tell only half of the story about the council’s responsiveness to its communities. In order to find out what you want, think and need, we carry out a range of consultation activities.  Further details are included within the Consultation and engagement performance report.  In terms of communicating what we are doing, the council produces many magazines (The Reporter, The View), newsletters, press releases, reports, plans, policies and information leaflets throughout the year.

National surveys give councils some feedback on public perceptions on council services. However, South Lanarkshire Council is always looking at ways in which we can do better and the best way to do this is to ask the public, by issuing a survey.  Our household survey was delivered to every household in South Lanarkshire in the issue of The Reporter Spring 2014.  An online response option was also made available.  The results can be viewed in the 2014 Household Survey report. The next household survey will be conducted in 2017 using similar methods to ensure as diverse and representative a response as possible.

Since the survey was carried out the council has undertaken, and continues to carry out, a series of wide ranging service reviews which are looking at how we provide our services, how our customers can best contact us, and how we can best keep them informed of the work that we are doing.

Articles in The Reporter, the Council magazine, published annually and distributed to all households in South Lanarkshire, illustrate that the council publishes relevant information and that we respond to our communities:

The Reporter  Spring 2016

- Delivering best services despite funding reductions page 4
- New schools have 9 out of 10 pupils learning in modern accommodation page 6
- National Award Honour (Marjorie Boxall Quality Mark Award) page 8
- New bins mean even more being recycled page 10
- Helping young people through tough times page 12
- Deal brings investment to local communities page 12
- Energy saving technology page 18
- On the road to success page 20
- Sense of identity page 28
- Joiners nail excellent teamwork approach page 30
- Hamilton Library has become Dementia friendly page 30
- New ice rink at heart of leisure development in East Kilbride page 34
- Welfare Reform in South Lanarkshire page 38
- £5m park transforms hidden corner page 38
- Hub for caring page 42
- Improving contact between customers and council page 44

Freedom of Information Requests

Members of the public can request any information from the council under the Freedom of Information (Scotland) Act 2002 and our target is to respond to 90% of all requests within 20 days. In 2015-16 we received 1,387 requests with 92.1% being met within our targets. Results are as follows:

Percentage of Freedom of Information requests responded to within 20 days – Target 90%

What this means When the council receive requests for information, we must respond within 20 days. We aim to achieve this for 90% of all requests received. This indicator measures how effectively we deal with requests.
Why this matters

The Freedom of Information (Scotland) Act 2002 (FOISA) aims to increase openness, transparency and accountability throughout the public sector by entitling anyone, from anywhere in the world, to request access to any information held by Scottish public bodies, including South Lanarkshire Council. 

Our performance and how we compare Comparator 2013-14 2014-15  2015-16 Are we improving?
SLC

88.7% 

1,191 requests

90.7%

1,398 requests

 92.1%

 1,387 requests

Yes
Scotland  N/A  N/A   N/A
How we have performed in improving this public service

We experienced a minimal decrease in the number of requests received and improved our response times, exceeding our  90% target in 2015-16.

Economic Development and Regeneration

The council aims to promote employment creation, social inclusion, physical development and sustainability by working in partnership with local communities, voluntary agencies, the private sector and other public organisations.

Follow the link to to our website for more information on Planning and Economic Development.

The following indicators illustrate how we are performing in terms of fulfilling these aims.

The number of people supported through employability programmes who go on to access employment or training/education - Target: 1,500 people per year

What this means This indicator identifies the number of people in the area supported by employability programmes who go on to access employment, training or education.
Why this matters Ensuring the right skills are in place and getting people into work is a major challenge in a period of slow job growth.  The number of redundancies experienced over recent years has added to the growing number of people on unemployment benefits, adding pressure to the prospects of those with limited experience.  To address this, South Lanarkshire Council delivers employability services which focus on priority client groups such as the young, those with low skill levels, or those with significant barriers to overcome.  With the right sort of targeted support, these vulnerable groups can secure a job and make progress in their working lives.
Our performance and how we compare Comparator 2013-14 2014-15 2015-16 Are we improving?
SLC 2,516 2,532 2,542 Yes
Scotland N/A N/A N/A
How we have performed in improving this public service We continue to support an increasing number of people into employment, training or education, consistently exceeding our annual target of 1,500 people.

 

Number of businesses assisted with grants, loans or property advice - Target: 1,500 businesses

What this means The council provides a range of advice and financial help for businesses based in the South Lanarkshire area.  Financial help is provided through the Business Support Grant and West of Scotland Loan Fund.  The council also provides advice to businesses through Business Gateway and the Lanarkshire Property Advice Service.  This indicator identifies the number of businesses assisted by the council via these grants, loans or property advice.
Why this matters The council has a key role in ensuring that there is an environment that is as supportive as possible to the near 9,000 active businesses that are located within South Lanarkshire.  As in most areas across Scotland, small businesses are the bedrock of the economy of South Lanarkshire and the council recognises that it needs to focus its efforts on the development of these businesses.  Early intervention, preventative advice and pre-start care are all important in helping companies achieve a stable financial position.
Our performance and how we compare Comparator 2013-14 2014-15 2015-16 Are we improving?
SLC 1,546 1,514 1,560 Yes
Scotland N/A N/A N/A
How we have performed in improving this public service The number of businesses assisted by the council continues to exceed our annual target and is higher than last year.

 

Value of sales generated by businesses assisted as a result of local authority intervention - Target: £10 - £20 million

What this means This indicator identifies the value of sales generated by businesses as a direct result of the above intervention by the council.
Why this matters The council recognises that it needs to focus its efforts on the development  of those businesses which have growth potential.  For this reason, council assistance provided in the way of grants, loans or property advice is directed towards helping businesses to be more competitive and increase turnover and profit.
Our performance and how we compare Comparator 2013-14 2014-15 2015-16 Are we improving?
SLC £20.9 million £9.7 million £10.1  million Yes
Scotland N/A N/A N/A
How we have performed in improving this public service In 2015-16, the council increased its overall support to businesses resulting in improved sales generated by businesses.

 

The number of jobs created or sustained as a result of local authority intervention - Target: between 500-1,000 jobs

What this means This indicator identifies the number of jobs being created or sustained (saved) per year as a direct result of intervention by the council.
Why this matters The council recognises that it needs to focus its efforts on the development of those businesses which have growth potential.  For this reason, council assistance provided in the way of grants, loans or property advice is directed towards helping businesses take on more employees.
Our performance and how we compare Comparator 2013-14 2014-15 2015-16 Are we improving?
SLC 1,643 1,288 718 No
Scotland N/A  N/A  N/A
How we have performed in improving this public service

The number of jobs created/sustained in 2015-16 as a result of council assistance is within the annual target range of 500-1,000 jobs.

Consultation

Council services regularly consult residents and service users.  We maintain a database on the council website which lists our past and present consultations.  More information can be found here

In 2015-16,  317 consultations took place across all council Resources.  These were conducted using a variety of methods including online, face-to-face and paper format.  The subjects ranged from School Transport Consultation 2015, Rent Setting 2015 and Anti-social Behaviour Strategy Update 2015-17.  Groups such as the Citizen’s panel, Seniors Together in South Lanarkshire, the Youth Council and more were involved in providing their views on the wide range of topics.  The work also includes regular customer feedback for the purposes of Customer Service Excellence as well as internal consultation for Investors in People.

Customer services

Our Customer Services Centre deals with all frontline telephone enquiries, including housing repairs, bulk uplifts and roads and lighting enquiries as well as Out of Hours Emergency enquiries.  We deal with approximately 50,500 telephone, email and online enquiries per month.

More information and contact details are available on the customer services pages on our website.

Customer satisfaction

The key measures of satisfaction across the council come from the 2014 Household Survey.  In addition to this survey, services engage with customers and residents in a variety of ways.  These include paper and online surveys; focus groups; customer experience mapping, through residents groups and the Citizen's Panel.

Further information is available in the Consultation and engagement performance at a glance report.

Areas for improvement and action

We will take forward the following key areas for improvement:

  • work is ongoing with Community Links to raise awareness of community engagement projects
  • develop stronger, more resilient, supportive, influential and inclusive communities to increase the annual percentage of young people involved in decision making processes affecting their community through Youth Learning activities
  • provide targeted support and training to communities to improve community engagement and involvement, in particular, maintain the number of English for Speakers of Other Languages learners reporting increased confidence in applying skills to daily life
  • consider what improvements can be made to ensure employees know the national complaints handling process and are encouraged to be more proactive when dealing with complaints

Further information

The Reporter is a publication which informs all residents of services and updating on the financial performance of the council. 
The South Lanarkshire View contains news and features about the work of South Lanarkshire Council and its partners.

Resource Plans are prepared each year by all council Resources to outline the key developments they intend to take forward in the year.  Performance and actions relating to responsiveness to communities can be found in the Finance and Corporate Resource Plan.

Twice a year, performance reports are presented to council committees on progress against the Resource Plans. In addition, reports detailing progress against the Council Plan Connect objectives are prepared – see Quarter 2 and Quarter 4 performance reports for further information.

More information on council objectives can be found in the Council Plan Connect and also the Annual Performance Report.

The information contained within this report reflects the position based on the data available at the time of publication (March 2017).