Corporate performance indicators

We measure how we're doing using 38 performance indicators, which we report on to the District Executive Committee.

Every quarter we report on 26 of our performance indicators.

Once a year, in May, we report on all 38 performance indicators.

The indicators are divided amongst the themes in our council plan:

High quality services

1.01 - Council Tax collection rates (%)

Definition: The amount of Council Tax owed for this financial year that is collected from the start of the financial year to the end of the quarter, as a percentage of the estimated amount that would be collected by the end of the year if everyone liable paid what they were supposed to.

Reporting frequency: Quarterly

National target: N/A

Local target: 98% (Q4 only)

Polarity (the good direction): Up

Benchmarked against: Other councils via the Local Government Association API

Remarks: Previous years' rates will be updated each year to take account of arrears recovered.

 

1.02 - NNDR (business rates) collection rates (%)

Definition: The amount of business rates owed for this financial year that is collected from the start of the year to the end of the quarter, as a percentage of the estimated amount that would be collected by the end of the year if everyone liable paid what they were supposed to.

Reporting frequency: Quarterly

National target: N/A

Local target: 98% (Q4 only)

Polarity (the good direction): Up

Benchmarked against: Other councils via the Local Government Association API

Remarks: Previous years' rates will be updated each year to take account of arrears recovered.

 

1.03 - Customer satisfaction (all channels) (%)

Definition: The percentage of participants who agree or strongly agree with factors that make up satisfaction.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator.

 

1.04 - Take up of digital services (%)

Definition: i) Availability - services available through digital platform(s), expressed as a percentage of all services that can be delivered digitally
ii) Take up - the number of service requests submitted digitally, as a percentage of all service requests (by any channel)

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator.

 

1.05 - Calls to Customer Focussed resolved at the first point of contact (%)

Definition: i) Resolved on the line -
ii) Resolved without 2nd contact -

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator.

 

1.06 - Calls to Customer Focussed answered within 120 seconds (%)

Definition: The number of calls answered within 120 seconds, as a percentage of all calls answered

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

 

1.07 - Calls to Customer Focussed abandoned by customer (%)

Definition: The number of customers ending their call before it is connected, expressed as a percentage of total calls.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator.

 

1.08 - Speed of processing of new Housing Benefit claims

Definition: The (mean) average number of days between receipt of the claim and the decision, for all new Housing Benefit claims decided during the quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: 21 days

Polarity (the good direction): Down

Benchmarked against: Other councils via the Local Government Association API

Remarks: Each quarter's data is revised after the Department for Work and Pensions publishes the official data in the following quarter.

 

1.09 - Speed of processing of Housing Benefit changes of circumstances

Definition: The (mean) average number of days between notification and decision for change of circumstances notifications about Housing Benefit claims, for all changes decided during the quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: 7 days

Polarity (the good direction): Down

Benchmarked against: Other councils via the Local Government Association API

Remarks: Each quarter's data is revised after the Department for Work and Pensions publishes the official data int he following quarter.

 

1.10 - Speed of processing of new Council Tax Support claims

Definition: The (mean) average number of days between receipt of the claim and the decision, for all new Council Tax Support claims decided during the quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: 30

Polarity (the good direction): Down

Benchmarked against: Nothing

 

1.11 - Speed of processing of Council Tax Support changes of circumstances

Definition: The (mean) average number of days between notification and decision for change of circumstances notifications about Council Tax Support claims, for all changes decided during the quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: 7

Polarity (the good direction): Down

Benchmarked against: Nothing

 

1.12 - Major planning applications determined in target time (%)

Definition: The percentage of all valid major* applications determined in the quarter, that were determined within 13 weeks or within a period agreed with the developer.
*'Majors' have a building footprint over 1000 m2, at least 10 dwellings, 10 or more gypsy/traveller pitches, or a site area over 1 hectare (half an acre for dwellings).

Reporting frequency: Quarterly

National target: 60%

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Other councils via the Local Government Association API

 

1.13 - Minor planning applications determined in target time (%)

Definition: The percentage of all valid minor* applications determined in the quarter, that were determined within 8 weeks or within a period agreed with the developer.
*'Minors' do not meet the definition of major, but are for new dwellings or gypsy or traveller pitches, or relate to industrial or retail sites.

Reporting frequency: Quarterly

National target: 70

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Other councils via the Local Government Association API

 

1.14 - 'Other' planning applications determined in target time (%)

Definition: The percentage of all valid 'other'* applications determined in the quarter, that were determined within 8 weeks or within a period agreed with the developer.
*'Others' do not meet the definition of major or minor. They include householder applications (eg extensions), changes of use, listed building alterations, etc.

Reporting frequency: Quarterly

National target: 80

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Other councils via the Local Government Association API

 

1.15 - Missed collections of household waste and recycling

Definition: Number of times a households legitimately reported a missed bin collection, per 1 million collections.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator.

 

1.16 - Annual average yield increase of business services (%)

Definition: The additional net income (yield) across all income generating services, compared to the previous quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: 5%

Polarity (the good direction): Up

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator. Targets will be set for specific services as part of monitoring arrangements for the Commercial Strategy.

 

1.17 - SSDC-owned properties with performance assessments (%)

Definition: The number of SSDC-owned preperties with a complete performance assessment*, as a percentage of all SSDC-owned properties.
*A complete performance assessment for a property is made up of a number of factors, such as income and energy efficiency. These assessments will be kept up to date and used to make decisions about properties, such as disposal.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

Remarks: We are developing a methodology for this indicator.

 

Economy

2.01 - Working age population claiming unemployment benefits (%)

Definition: The percentage of the working age population (15 to 64 years) claiming benefits mainly because they are unemployed. (Seasonally adjusted by the Office for National Statistics.)

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against: Other districts using data from the Officer for National Statistics, via the Nomis API

 

2.02 - Annual average yield increase of business services (%)

Definition: The percentage of the working age population (15 to 64 years) in employment.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Other districts using data from the Officer for National Statistics, via the Nomis API

 

2.03 - Town centre health checks (mix of indicators)

Definition: Various indicators (eg vacancies, footfall, employment) combined to establish consistent measure for town centre health.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

Remarks: We are developing a definition and methodology for this indicator.

 

2.04 - District business demographics

Definition: i) New registrations for VAT and PAYE (births)
ii) Cessation of trading (deaths)
iii) Duration of trading (lifetimes)

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): i) Up
ii) Down
iii) Up

Benchmarked against: Nothing

Remarks: Other districts using data from the Officer for National Statistics, via the Nomis API

 

2.05 - District productivity

Definition: Output (gross value added) per work hour.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Other districts using data from the Officer for National Statistics, via the Nomis API

 

2.06 - Broadband coverage (%)

Definition: The precentage of premises in the district with access to broadband speeds of at least 24Mbps.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

 

Environment

3.01 - Fly-tips cleared within 5 days (%)

Definition: The number of reported fly-tips cleared within 5 days, expressed as a percentage of all fly-tips.

Reporting frequency: Quarterly

National target: N/A

Local target: 90%

Polarity (the good direction): Up

Benchmarked against: Nothing

 

3.02 - Number of fly-tips reported

Definition: The number of unique reports of fly-tips in the district.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against: Other councils via the Local Government Association API

 

3.03 - Household recycling rates

Definition: The weight of household waste sent for reuse, recycling, composting or anaerobic digestion, expressed as a percentage of the weight of all waste collected.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

 

3.04 - Quality of decision making in planning (%)

Definition: The number of refusals of planning permission overturned by the Planning Inspectorate at appeal, expressed as a percentage of all decisions made, for:
i) major* applications: (a) In the last 2 financial years. (b) In this financial year only.
ii) non-major applications: (a) In the last 2 financial years. (b) In this financial year only.
*'Majors' have a building footprint over 1000 m2, at least 10 dwellings, 10 or more gypsy/traveller pitches, or a site area over 1 hectare (half an acre for dwellings).

Reporting frequency: Annual

National target: i) Major: 10%
ii) Non-major: 10%

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Selected councils via the Local Government Association API

 

Homes

4.01 - Number of households in temporary accommodation

Definition: The number of households we have placed in hostels, registered social landlord properties or bed and breakfasts to discharge our homelessness duties, and who were living there on the last day in the quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against:

 

4.02 - Average length of stay in temporary accommodation (days)

Definition: The (mean) average total amount of time (in days) spent in hostels, registered social landlord properties or bed and breakfasts by households who we placed there to discharge our homelessness duties, and who left that accommodation during the quarter.

Reporting frequency: Quarterly

National target: N/A

Local target: 7 days

Polarity (the good direction): Down

Benchmarked against: Nothing

 

4.03 - Applications to join Somerset Homefinder that are banded within 21 days

Definition: The percentage of valid Homefinder applications made by South Somerset residents that receive a banding decision within 21 days.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against: Nothing

 

4.04 - Number of cases of homelessness prevented or helped

Definition: The total number of households who either:
● thought they were at risk of homelessness, but were able to stay in their home for at least 6 more months
● were homeless, but secured accommodation
And where, in either case, the council took positive action to improve the situation.

Reporting frequency: Quarterly

National target: N/A

Local target: To increase by 10% year on year

Polarity (the good direction): Up

Benchmarked against: Nothing

 

4.05 - Affordable homes completed on qualifying sites (%)

Definition: The precentage of premises in the district with access to broadband speeds of at least 24Mbps.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

 

4.06 - Number of additional affordable homes

Definition: Number of additional affordable homes through enabling work.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

 

4.07 - New dwellings completed

Definition: The total number of new dwellings completed in the financial year. The local target is the target set in the Local Plan.

Reporting frequency: Annual

National target: N/A

Local target: 725

Polarity (the good direction): Up

Benchmarked against: Nothing

 

4.08 - Vacant dwellings returned to occupation

Definition: The number of dwelling that returned to occupation during the year, after being empty for at least 6 months.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: Nothing

 

Health and communities

5.01 - Measure of financial inclusion in South Somerset

Definition: We are developing a definition for this indicator.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): TBD

Benchmarked against: TBD

Remarks: We are developing a definition and methodology for this indicator.

  

5.02 - Resident satisfaction (%)

Definition: The percentage of participants who agree or strongly agree with factors contributing to satisfaction, such as local facilities and neighbourhood environment.

Reporting frequency: Annual

National target: N/A

Local target: Not set

Polarity (the good direction): Up

Benchmarked against: TBD

Remarks: We are developing a methodology for this indicator.

  

5.03 - Reports of anti-social behaviour

Definition: The total number of reports of anti-social behaviour, including abandoned vehicles, noise, littering, dog complaints, smoke, dangerous waste and fly posts, but not fly-tips or dead animals.

Reporting frequency: Quarterly

National target: N/A

Local target: Not set

Polarity (the good direction): Down

Benchmarked against: Nothing