Performance Report for Customer Services

Period  January  - March 2012

Key Successes

1. Successful implementation of the Community Services Capital Programme.
2. Working jointly with the website development team within HR and Improvement the Council website has gained a four star rating from Socitm and has been listed as one of the top 20 best developed websites.
3. Expansion of services to the Customer Service Centre (Social Work/Planning).
4. Centralisation of pool car fleet permitting greater scrutiny of vehicle usage thereby delivering greater efficiencies.
5. Launch in March of new 24 hour automated payment line for paying council tax.
6. Introduction of Tell Us Once service on 19 March in Partnership with DWP.

Key Challenges

1. Preparations for local Government Elections 2012.
2. Administration for Civic Government Licences renewals June 2012
3. Reduce the Council’s use of energy and utilities, and lower its carbon emissions
4. Progress Rationalisation of Council Estate
5. Disposal of Surplus Property
6. Work towards re-procurement of Pathfinder network from March 2014 and address anticipated funding gap.
7. Maintain collections of council tax and non-domestic rates given economic climate

Action Points to address the Challenges

1. Staff team already in place to take forward planning and administration of elections.
2. Planning underway to ensure maximum resource available over June/July/August.
3. Monitor progress of carbon management plan, use advanced meter reading on selected key sites to improve consumption information.
4. Delivery of on-going office rationalisation programme to reduce the number of occupied offices including withdrawal from leased premises. (recently vacated Clydesdale Bank Buildings and Tigh Mhicleoid in Lochgilphead)
5. Monthly review of surplus property list to ensure the development of appropriate disposal strategies including multi-disciplinary approaches, adoption of specialist advice and collaboration with community planning partners.
6. Ongoing engagement with Highland Council as pathfinder lead to secure (a) interim and (b) long term solution
7. Undertake discount and exemption review programme and ensure that recovery actions are undertaken in line with timetable.