Brian Forbes Cherie Jarvie Brian Forbes; Cherie Jarvie · Brian Forbes; Cherie Jarvie SCS SCS 017...
4
Community Covalent Code Action Impact Progress Status Full Year Update Lead SCS CUS 001 Ensure full deployment of new 2-stage Corporate Complaints procedure, in accordance with the Ombudsman’s recommendations Improved processing of customer feedback. Increased customer satisfaction Action complete. Annual Complaints Report presented to R&A Committee on 20 June 2013. Brian Forbes SCS SAP 017 Develop and implement a Community Learning and Development Strategy to support objectives of the Making Clackmannanshire Better programme Increase in strong sense of community Increased involvement in local decision-making Whilst there was slippage against this action in 2013/14, this work has been tasked to, and is a key part of the Community Wellbeing Partnership Programme for 14/15. Cherie Jarvie SCS SAP 018 Deploy Citizen Space, corporate consultation guidance and toolkit and provide training to support implementation. Improved satisfaction from communities on consultation. Citizen Space consultation tool has now been fully deployed. Corporate guidance on consultation has been developed and published on Connect. A training programme on carrying out consultations and using Citizen Space has been carried out with identified key users. This training will be rolled out to wider employees through the Learning and Development programme and Leadership and Management Programme. Cherie Jarvie SCS SCS 016 Plan & deliver an extensive programme of major civic events in 2013/2014 Increase in strong sense of community A number of civic events were held throughout the year including International Workers Memorial Day in April, St John Vianney’s Centenary Celebration on 4th August and the Annual Kirkin’ of the Council Ceremony in October held at Alva Baptist Church. The Council also supported the Royal British Legion Scotland in their organisation of the Remembrance Parade in November. The Council supported Holocaust Memorial Day for the first time. The Citizen and Young Citizen of the Year Awards took place on 10th March as part of the Making Clackmannanshire Awards. All events were well attended by Elected Members and the Lord-Lieutenant. Alison Bryce; Brian Forbes; Cherie Jarvie SCS SCS 017 Develop 2014 Legacy Plan for Commonwealth Games and Ryder Cup Increase strong sense of community A draft legacy plan is being developed and a number of key workstreams are in progress, including an schedule of planned events and an adult learning programme which will secure a significant legacy for all communities. Activities will include: event planning and management, stewarding, first aid etc. The Queen’s Baton Relay will be a major event in Clackmannanshire when it arrives on 25 June 2014. Though there is significant activity this is yet to be fully articulated a formal legacy plan. Stuart Crickmar 30% 69% 100% 100% 100% 119
Transcript of Brian Forbes Cherie Jarvie Brian Forbes; Cherie Jarvie · Brian Forbes; Cherie Jarvie SCS SCS 017...
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
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