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Corporate Services - service pledge monitoring
Home > About Renfrewshire > About the Council > Performance Reporting > Service Level Public Performance Reporting
The council's corporate services has developed a set of customer service pledges and core performance indicators. These are standards that show our customers what they can expect from our services and tell staff exactly what is expected of them on a day to day basis. Performance information covers the period 2007/2008 and July to September 2008.
 | Performance measure | Target | 2007/2008 | Jul-Sep 2008 |
| access to information | agendas issued within timescale | 100% | 100% | 100% |
| complaints and suggestions | formal complaints resolved within timescale | 100% | 100% | 100% |
| data protection | subject access requests completed within the legal timescale | 100% | 100% | 100% |
| freedom of information | requests responded to within timescale | 100% | 100% | 100% |
| commissionaires | telephone calls answered within 5 rings | 96% | 94.6% | 90.38% |
| reception | customer satisfaction rating | 95% | 96.81% | 93.2% |
| community councils | correspondence acknowledged within timescale | 100% | 100% | 100% |
| council house sales | enquiries acknowledged within timescale | 100% | 100% | 100% |
| valuations completed within timescale | 100% | 90.59% | 92.41% | |
| offers issued within the legal timescale | 100% | 99.68% | 100% | |
| sales completed within 26 weeks | 100% | 94.91% | 100% | |
| district court | correspondence acknowledged within timescale | 100% | 99.29% | 100% |
| notification of decisions completed within timescale | 100% | 100% | 100% | |
| general licensing (civic government) | enquiries acknowledged within timescale | 100% | 100% | 100% |
| telephone calls answered within 5 rings | 96% | 99.05% | 97.74% | |
| Renfrewshire licensing board | enquiries acknowledged within timescale | 100% | 100% | 100% |
| telephone calls answered within 5 rings | 96% | 99.05% | 97.74% | |
| property enquiry certificates | processed within target (5 days of receipt) | 100% | 99.63% | 100% |
| registration service | telephone calls answered within 5 rings | 96% | 100% | 99% |
| personal callers dealt with within 3 minutes | 100% | 100% | 100% | |
| accuracy rate for registrations | 100% | 97.86% | 96.09% | |
| local attendance council decisions | % of decisions notified within target | 100% | 100% | 100% |
| placing requests and exclusion appeals | % of appeals responded to within target | 100% | 100% | 100% |
| children's panel | processing of expense claims within target | 95% | 100% | 100% |
| telephone calls answered within 5 rings | 96% | 98.44% | 99.37% | |
| correspondence acknowledged within timescale | 100% | 100% | 100% |
