To receive a report from the Group Manager – Insights and Transformation.

The Chairman welcomed James Gilbert, Assistant Director (Corporate) to present the Quarter 3 24-25 Performance and Risk Report, pages 145 to 198 of the Agenda refer.

Members attention was drawn to the Q3 performance indicators with targeted performance levels (Appendix 1), and Q3 risks (Appendix 2).

Members were invited to put their comments and questions forward.

• A Member highlighted the need for greater narrative of the risks.

• In reference to the ‘Percentage of streets grading b and above – detritus’, a Member queried the reason that it had received a red status for Q2 2024/25 when a contract was in place with Kingdom, page 158 of the Agenda refers.  In response, the Assistant Director (Corporate) clarified that the Key Performance Indicator (KPI) was related to the street cleaning service provided by the Neighbourhoods team and that seasonal factors had occurred between October and December 2024.

• A Member queried whether Kingdom was performing adequately.  In response, the Chairman clarified to Members that the Neighbourhoods team was tasked with cleaning the streets whereas Kingdom’s role was to enforce the regulations.

• The Chairman highlighted issues that had been experienced with street sweepers breaking down in Horncastle which may have affected performance.

In response, the Assistant Director (Corporate) advised Members that a more detailed explanation would be requested from the Neighbourhoods team and brought back to the Committee. 

• In reference to KPIs for Efficiency and Effectiveness, a Member queried whether there was enough capacity in the Information Governance department, page 160 of the Agenda refers.  In response, the Assistant Director (Corporate) clarified that the indicator was not red as a result of services not responding quickly enough and that a service review had been approved with a view to bring in additional capacity.

• In relation to’ Housing Benefit Changes speed of processing (Year to Date) (PSPS)’, the Chairman queried the reason that the target had remained red.  In response, the Assistant Director (Corporate) advised Members that status for Q3 2024/25 was above DWP (Department of Work and Pensions) expectations around processing.  Members were further advised that the status had remained red because it had not reached the target that had been set for PSPS due to the volume of housing benefit changes being processed. 

• A Member queried whether the volume of work was a result of the cost-of-living crisis, page 163 of the Agenda refers.  In response, the Assistant Director (Corporate) agreed that the cost-of-living crisis was a possible explanation.

• In reference to ‘Average answer rate – Revenues & Benefits (PSPS)’ a Member queried the red status, page 165 of the Agenda refers.  In response, the Assistant Director (Corporate) advised Members that the red status had occurred due to the complexity of the calls received which had taken more time to answer.

• In reference to ‘Business Centre Occupation, Mablethorpe - Percentage of total gross internal area occupied’, a Member highlighted that one business had moved from the Mablethorpe Business Centre to the Campus for Future Living, page 166 of the Agenda refers.  In response, the Assistant Director (Corporate) advised Members that historically, Mablethorpe’s business centre had been less successful that the business centre in Louth.

• In reference to 'Percentage of Kingfisher Caravan Park income received against agreed budget', the Chairman queried the differences in colour for the Key Performance Indicators, page 166 of the Agenda refers.  In response, the Assistant Director (Corporate) confirmed that the indicator had been red for the previous two quarters and that the shading in the previous quarter was a lighter tone to make the current quarter more obvious.

N.B Councillor Neil Jones left the Meeting at 12.54pm.

• At the indulgence of the Chairman, Councillor Daniel Simpson highlighted the number of pitches available at Kingfisher Caravan Park and queried inefficiencies in the park’s operations and maintenance that had led to a decreased availability of caravans for income generation, page 166 and 167 of the Agenda refer.  In response, the Chairman advised Members that a report on Invest East Lindsey was being presented to the Audit and Governance Committee on Wednesday 26^th March 2025 and that concerns could be raised with the Shareholder Supervisory Board.  The Assistant Director (Corporate) clarified to Members that concerns were for the Council to address as the Council was responsible for infrastructure and operation of the site.

N.B Councillor Neil Jones returned to the Meeting at 12.56pm.

• A Member queried the reason that KPIs were reported in percentages. In response, the Assistant Director (Corporate) advised Members that figures were reported as trend indicators as they provided baselines for measuring against in the future.

• In reference to ‘Council run stall occupancy level (Markets)’, a Member commented that more information should be available than the status being noted as ‘trend only’ and highlighted expectations for the future of local markets, page 172 of the Agenda refers. 

• In reference to the KPIs for Visitor numbers/number of tickets sold for leisure venues, a Member sought clarification on the definition of leisure venues and queried the reasons for the reduction in numbers for Quarter 3 2024/25 compared to Quarter 2 2024/25, page 172 of the Agenda refers.  In response, the Assistant Director (Corporate) advised Members that the differences were seasonal, and that further clarification would be obtained on whether the definition of leisure venues referred to all Magna Vitae facilities.

• In reference to the number of gym members, the Committee queried the reason for the large increase in gym members from 5,685 in Quarter 2 2024/25 to 17,213 in Quarter 3 2024/25, page 173 of the Agenda refers.  In response, the Assistant Director (Corporate) advised Members that clarification would be sought and brought back to the Committee.

• A Member queried the reason that Horncastle leisure’s performance was lower than the other leisure facilities.  In response, the Assistant Director (Corporate) advised Members that Horncastle had closed for a period of winter maintenance which had affected performance data.

• A Member queried whether all ‘trend only’ status’ would become targeted measures.  In response, the Assistant Director (Corporate) explained to Members that the Council would not target aspects that were outside of its control.

• A Member further queried whether Kingdom’s KPIs were to remain as trends rather than become targeted measures.  In response, the Assistant Director (Corporate) advised Members that clarification would be requested from the Assistant Director (Corporate) so that Members could have oversight of performance measures in place for those assigned as ‘trend only’.

No further comments or questions were received.

Following which, it was

RESOLVED:

That the Quarter 3 24/25 Performance and Risk Report be noted.