Com

mun

ityCo

vale

nt

Code

Actio

nIm

pact

Prog

ress

Stat

usFu

ll Yea

r Upd

ate

Lead

SCS C

US 00

1En

sure

full d

eploy

men

t of n

ew 2-

stage

Co

rpor

ate C

ompla

ints p

roce

dure,

in

acco

rdan

ce w

ith th

e Om

buds

man

’s re

com

men

datio

ns

Impr

oved

proc

essin

g of c

usto

mer

fee

dbac

k. In

creas

ed cu

stom

er

satis

factio

n

Actio

n com

plete

. Ann

ual C

ompla

ints R

epor

t pre

sent

ed to

R&A C

omm

ittee

on

20 Ju

ne 20

13.

Brian

Forb

es

SCS S

AP 01

7De

velop

and i

mple

men

t a Co

mm

unity

Le

arnin

g and

Dev

elopm

ent S

trate

gy

to su

ppor

t obje

ctive

s of t

he M

aking

Cla

ckm

anna

nshir

e Bet

ter p

rogr

amm

e

Incre

ase i

n stro

ng se

nse o

f co

mm

unity

In

creas

ed in

volve

men

t in l

ocal

decis

ion-m

aking

Whil

st th

ere w

as sl

ippag

e aga

inst t

his ac

tion i

n 201

3/14

, this

wor

k has

be

en ta

sked

to, a

nd is

a ke

y par

t of t

he Co

mm

unity

Well

being

Partn

ersh

ip Pr

ogra

mm

e for

14/1

5.

Cher

ie Ja

rvie

SCS S

AP 01

8De

ploy C

itize

n Spa

ce, c

orpo

rate

co

nsult

ation

guida

nce a

nd to

olkit

and p

rovid

e tra

ining

to su

ppor

t im

plem

enta

tion.

Impr

oved

satis

factio

n fro

m

com

mun

ities

on co

nsult

ation

.

Cit

izen S

pace

cons

ultat

ion to

ol ha

s now

been

fully

deplo

yed.

Corp

orat

e gu

idanc

e on c

onsu

ltatio

n has

been

deve

loped

and p

ublis

hed o

n Con

nect.

A t

raini

ng pr

ogra

mm

e on c

arry

ing ou

t con

sulta

tions

and u

sing C

itize

n Sp

ace h

as be

en ca

rried

out w

ith id

entifi

ed ke

y use

rs. Th

is tra

ining

will

be

rolle

d out

to w

ider e

mplo

yees

thro

ugh t

he Le

arnin

g and

Dev

elopm

ent

prog

ram

me a

nd Le

ader

ship

and M

anag

emen

t Pro

gram

me.

Cher

ie Ja

rvie

SCS S

CS 01

6Pla

n & de

liver

an ex

tens

ive

prog

ram

me o

f majo

r civi

c eve

nts i

n 20

13/2

014

Incre

ase i

n stro

ng se

nse o

f co

mm

unity

A n

umbe

r of c

ivic e

vent

s wer

e held

thro

ugho

ut th

e yea

r inclu

ding

Inte

rnat

ional

Wor

kers

Mem

orial

Day

in Ap

ril, S

t Joh

n Vian

ney’s

Cent

enar

y Ce

lebra

tion o

n 4th

Augu

st an

d the

Annu

al Kir

kin’ o

f the

Coun

cil Ce

rem

ony

in Oc

tobe

r held

at Al

va Ba

ptist

Chur

ch. T

he Co

uncil

also

supp

orte

d the

Ro

yal B

ritish

Legio

n Sco

tland

in th

eir or

ganis

ation

of th

e Rem

embr

ance

Pa

rade

in N

ovem

ber. T

he Co

uncil

supp

orte

d Holo

caus

t Mem

orial

Day

for

the fi

rst ti

me.

The C

itize

n and

Youn

g Citi

zen o

f the

Year

Awar

ds to

ok pl

ace

on 10

th M

arch

as pa

rt of

the M

aking

Clac

kman

nans

hire A

ward

s. Al

l eve

nts

were

well

atte

nded

by El

ecte

d Mem

bers

and t

he Lo

rd-L

ieute

nant

.

Aliso

n Bry

ce;

Brian

Forb

es;

Cher

ie Ja

rvie

SCS S

CS 01

7De

velop

2014

Lega

cy Pl

an fo

r Co

mm

onwe

alth G

ames

and R

yder

Cup

Incre

ase s

trong

sens

e of

com

mun

ity

A dra

ft leg

acy p

lan is

being

deve

loped

and a

num

ber o

f key

wor

kstre

ams

are i

n pro

gres

s, inc

luding

an sc

hedu

le of

plan

ned e

vent

s and

an ad

ult

learn

ing pr

ogra

mm

e whic

h will

secu

re a

signifi

cant

lega

cy fo

r all

com

mun

ities

. Acti

vities

will

includ

e: ev

ent p

lannin

g and

man

agem

ent,

stewa

rding

, first

aid e

tc. Th

e Que

en’s B

aton

Relay

will

be a

majo

r eve

nt

in Cla

ckm

anna

nshir

e whe

n it a

rrive

s on 2

5 Jun

e 201

4. T

houg

h the

re is

sig

nifica

nt ac

tivity

this

is ye

t to b

e full

y arti

culat

ed a

form

al leg

acy p

lan.

Stua

rt Cr

ickm

ar

30%

69%

100%

100%

100%

119

Prio

rity

Out

com

e 9

- The

Cou

ncil

is e

ffici

ent,

effec

tive

and

reco

gnis

ed fo

r exc

elle

nce

Cust

omer

Res

ults

Code

Desc

riptio

n20

11/1

220

12/1

320

13/1

4Fu

ll Yea

r Upd

ate

Lead

Valu

eVa

lue

Valu

eTa

rget

Long

Tren

dSh

ort T

rend

BUS

BUS

002

Custo

mer

sa

tisfac

tion w

ith

over

all ex

perie

nce

of Bu

sines

s Su

ppor

t

94.1%

94.1%

85.2%

96.0%

Surv

eys w

ere c

arrie

d out

in m

ost S

ervic

es w

ho us

e the

Busin

ess S

uppo

rt se

rvice

s. The

ta

rget

shor

tfall w

as ju

st ov

er 10

%. A

n acti

on/im

prov

emen

t plan

has b

een f

orm

ulate

d an

d is m

onito

red o

n a re

gular

basis

. Fur

ther

inve

stiga

tion i

s bein

g und

erta

ken a

s to t

he

mos

t effe

ctive

way

to en

gage

with

our c

usto

mer

s in o

rder

to ac

hieve

a hig

her r

espo

nse

rate

.

Aliso

n Bry

ce

CUS

CAP

001

Satis

factio

n with

ov

erall

expe

rienc

e of

Com

mun

ity

Acce

ss Po

ints

100.0

%97

.8%97

.6%10

0.0%

Custo

mer

satis

factio

n lev

els re

main

extre

mely

high

. W

e hav

e int

rodu

ced a

num

ber o

f ne

w lib

rary

serv

ices o

ver t

he ye

ar, an

d the

se ha

ve be

en w

ell re

ceive

d, ho

weve

r, yea

r on

year

impr

ovem

ent i

s inc

reas

ingly

difficu

lt at

such

high

leve

ls of

satis

factio

n.

Brian

Forb

es

CUS

CTC

003

Satis

factio

n with

ov

erall

expe

rienc

e of

the C

onta

ct Ce

ntre

90.0%

87.0%

90.4%

95.0%

Over

all ta

rget

not m

et ho

weve

r the

tren

d ind

icate

s con

tinua

l impr

ovem

ent t

hrou

ghou

t ye

ar. W

e will

cont

inue t

o use

custo

mer

feed

back

to re

fine o

ur pr

oces

ses t

o brin

g sa

tisfac

tion c

loser

to th

at ac

hieve

d by C

APs.

Brian

Forb

es

CUS

REG

001

Custo

mer

sa

tisfac

tion w

ith

over

all ex

perie

nce

of th

e Reg

istra

rs Se

rvice

100.0

%97

.1%10

0.0%

100.0

%

Cu

stom

er sa

tisfac

tion r

emain

s con

siste

ntly

high i

n this

serv

ice.

Brian

Forb

es

SAP

SAP

001

Custo

mer

sa

tisfac

tion w

ith

over

all ex

perie

nce

of St

rate

gy &

Pe

rform

ance

82.3%

85.0%

85.0%

90.0%

Stra

tegy

& Pe

rform

ance

is m

easu

red a

nnua

lly, w

hilst

team

s with

in th

e ser

vice a

rea,

below

, sur

vey q

uarte

rly.

We h

ave m

ainta

ined h

igh le

vels

of sa

tisfac

tion w

hilst

achie

ving m

anag

ed co

ntra

ction

of se

rvice

s.

Cher

ie Ja

rvie

SAP

SAP

002

Satis

factio

n wi

th St

rate

gy

& Pe

rform

ance

: Co

nsult

ation

and

Info

rmat

ion

100%

90%

Cher

ie Ja

rvie

120

Code

Desc

riptio

n20

11/1

220

12/1

320

13/1

4Fu

ll Yea

r Upd

ate

Lead

Valu

eVa

lue

Valu

eTa

rget

Long

Tren

dSh

ort T

rend

SAP

SAP

003

Satis

factio

n wi

th St

rate

gy

& Pe

rform

ance

: Co

mm

unica

tions

se

rvice

s

94.95

%92

.41%

94.82

%90

%

Sig

nifica

nt pr

ojects

durin

g this

year

that

we’v

e had

good

feed

back

on in

clude

: ex

tens

ive bu

dget

cons

ultat

ion pr

ogra

mm

e; su

ppor

ting c

onsu

ltatio

ns on

early

year

s pr

ovisi

on an

d the

loca

l dev

elopm

ent p

lan.

Cam

paign

s hav

e inc

luded

foste

r car

e rec

ruitm

ent a

nd th

e dog

wat

ch cr

ackd

own;

su

ppor

ting t

he la

unch

of ne

w se

rvice

s inc

luding

Mon

ey Ad

vice’s

new

Mak

ing Ad

vice

Wor

k pro

ject a

nd th

e Hom

e@Cla

cks s

ervic

e; pu

blicit

y asso

ciate

d with

welf

are

refo

rm, t

he se

rvice

mov

es to

Kiln

craigs

, ope

ning o

f new

hous

ing de

velop

men

ts, th

e int

rodu

ction

of ch

arge

s in a

dult

care.

Annu

al hit

s on C

lacks

Web

has i

ncre

ased

to ju

st be

low 2m

illion

with

visit

s by m

obile

us

ers i

ncre

asing

to 40

%. T

he se

rvice

laun

ched

the n

ew m

obile

versi

on of

Clac

ksW

eb in

Q4

of 20

13/1

4.In

tere

st in

the C

ounc

il’s so

cial m

edia

acco

unts

cont

inued

to gr

ow in

2013

/14 w

ith

follo

wers

on Fa

cebo

ok ris

ing to

4010

(7.5%

incre

ase o

n 201

2/13

) and

on Tw

itter

to

4381

(3%

incre

ase o

n 201

2/13

).

Cher

ie Ja

rvie

SCS

SCS

016

Num

ber o

f co

mpla

ints

rece

ived a

bout

se

rvice

49

147

Ther

e has

been

a sm

all in

creas

e in t

he nu

mbe

r of c

ompla

ints r

ecor

ded i

n 201

3/14

co

mpa

red t

o the

prev

ious y

ear (

14 co

mpa

red t

o 9). T

his sh

ould

not n

eces

saril

y be s

een

as a

bad t

hing,

refle

cting

an op

en ap

proa

ch to

activ

ely ga

ther

ing cu

stom

er fe

edba

ck -

whet

her g

ood o

r bad

. The

re ar

e no d

iscer

nible

trend

s. 86

% of

all c

ompla

ints r

ecor

ded

in 20

13/1

4 wer

e dea

lt wi

th w

ithin

times

cales

.

Stua

rt Cr

ickm

ar

121

Peop

le R

esul

tsCo

deDe

scrip

tion

2011

/12

2012

/13

2013

/14

Full Y

ear U

pdat

eLe

adVa

lue

Valu

eVa

lue

Targ

etLo

ng Tr

end

Shor

t Tre

ndSA

P S0

1 SC

S

Staff

surv

ey -

Stra

tegy

&

Custo

mer

Serv

ices s

taff

- I

am sa

tisfie

d with

my j

ob

69.2%

75.0%

68.8%

85.0%

The S

ervic

e did

not m

eet t

he ta

rget

of 85

% by

6.3%

. Alth

ough

ther

e is

no sp

ecifi

c dat

a as t

o why

the t

arge

t figu

re ha

s not

been

met

ther

e ha

ve be

en a

num

ber o

f fac

tors

which

may

have

cont

ribut

ed to

this

includ

ing th

e mov

e to K

ilncra

igs an

d pot

entia

l cha

nges

to te

rms a

nd

cond

ition

s. We a

re re

invigo

ratin

g effo

rts on

staff

enga

gem

ent o

ver

the c

oming

chall

engin

g yea

r.

Stua

rt Cr

ickm

ar;

Cher

ie Ja

rvie,

Brian

Fo

rbes

, Alis

on

Bryc

e

SAP

S14

SCS

Staff

surv

ey -

Stra

tegy

&

Custo

mer

Serv

ices s

taff

- My s

enior

man

ager

s de

mon

strat

e stro

ng an

d co

nsist

ent l

eade

rship

skills

44.2%

37.9%

54.8%

65.0%

Thou

gh go

od pr

ogre

ss wa

s mad

e, th

e ser

vice d

id no

t mee

t the

targ

et

by 10

.2%. It

is an

ticipa

ted t

hat t

his fig

ure w

ill inc

reas

e foll

owing

fu

rther

effor

ts on

staff

enga

gem

ent a

nd th

e cur

rent

Lead

ersh

ip De

velop

men

t Pro

gram

me w

hich i

s bein

g und

erta

ken b

y all S

ervic

e M

anag

ers a

nd Te

am Le

ader

s.

Stua

rt Cr

ickm

ar;

Cher

ie Ja

rvie,

Brian

Fo

rbes

, Alis

on

Bryc

e

SAP

S15

SCS

Staff

surv

ey -

Stra

tegy

&

Custo

mer

Serv

ices s

taff

- I ha

ve a

Perfo

rman

ce

Revie

w &

Deve

lopm

ent

mee

ting a

t lea

st on

ce a

year

74.4%

76.9%

92.1%

95.0%

Thou

gh go

od pr

ogre

ss wa

s mad

e, we

did n

ot m

eet t

his ta

rget

by

2.9%

. This

is at

tribu

ted t

o lon

g-te

rm st

aff ab

senc

e and

staff

turn

over.

W

e will

cont

inue f

ocus

on th

is ar

ea to

ensu

re th

at al

l sta

ff ge

t a PR

Ds

and 1

21s r

egula

rly.

Stua

rt Cr

ickm

ar;

Cher

ie Ja

rvie,

Brian

Fo

rbes

, Alis

on

Bryc

e

SAP

S30

SCS

Staff

surv

ey -

Stra

tegy

&

Custo

mer

Serv

ices s

taff

- I

feel t

hat c

omm

unica

tion

acro

ss m

y ser

vice/

team

is

good

43.6%

45.1%

51.6%

65.0%

Alth

ough

the s

ervic

e did

not m

eet t

his ta

rget

in 13

/14,

we ha

ve se

en

stead

y im

prov

emen

t ove

r the

last

thre

e yea

rs. A

num

ber o

f initi

ative

s ar

e in p

lace i

n the

serv

ice to

impr

ove s

ervic

e com

mun

icatio

n and

inf

orm

ation

. All o

f our

appr

oach

es ar

e con

stant

ly un

der r

eview

.

Stua

rt Cr

ickm

ar;

Cher

ie Ja

rvie,

Brian

Fo

rbes

, Alis

on

Bryc

e

SAP

S31

SCS

Staff

surv

ey -

Stra

tegy

&

Custo

mer

Serv

ices s

taff

- I

get a

ll the

info

rmat

ion I

need

to do

my j

ob

48.7%

46.5%

50.0%

65.0%

The S

ervic

e did

not m

eet t

his ta

rget

by 15

% al

thou

gh th

ere w

as an

im

prov

emen

t on t

he pr

eviou

s yea

r. The

Serv

ice ha

ve be

en ac

tively

wo

rking

with

staff

eith

er th

roug

h the

indu

ction

proc

ess o

r thr

ough

re

gular

1-1’s

to se

ek gu

idanc

e and

info

rmat

ion on

the n

eeds

of th

e sta

ff to

ensu

re th

ey ha

ve th

e inf

orm

ation

they

requ

ire to

unde

rtake

th

eir jo

b.

Stua

rt Cr

ickm

ar;

Cher

ie Ja

rvie,

Brian

Fo

rbes

, Alis

on

Bryc

e

SAP

S34

SCS

Staff

surv

ey -

Stra

tegy

&

Custo

mer

Serv

ices s

taff

- Th

ere a

re w

ays t

o fee

dbac

k m

y view

s to m

anag

emen

t wi

thin

my s

ervic

e

44.9%

37.6%

43.8%

65.0%

The S

ervic

e did

not r

each

the t

arge

t by 2

1.2%

. Alth

ough

it is

fel

t the

re ar

e num

erou

s way

s to f

eedb

ack i

nfor

mat

ion i.e

. tea

m

mee

tings

, 1-1

mee

tings

the e

ffecti

vene

ss of

thes

e will

com

e und

er

revie

w in

the c

oming

year.

Sta

ff wi

ll be i

nvolv

ed in

that

proc

ess..

Stua

rt Cr

ickm

ar;

Cher

ie Ja

rvie,

Brian

Fo

rbes

, Alis

on

Bryc

e

122