Brian Forbes Cherie Jarvie Brian Forbes; Cherie Jarvie · Brian Forbes; Cherie Jarvie SCS SCS 017...
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