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Middlehaven Election - 16th March 2006
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Council Performance
Each year Middlesbrough Council is measured against a number of Best Value Performance Indicators which can be used to compare the performance of the council against all other councils in the UK.
Detailed below is the final performance result for the 6 Best Value Indicators set for the Housing Benefit and Council Tax Benefit Service together with the target set, the average performance and the performance required to be in the top 25% of Unitary Councils in the Country.
| Best Value Indicator
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Target ’03 – ‘04
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Result ’03 – ‘04
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Top 25%
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| 78a – Average Days to Process a New Claim
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29
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27
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40
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| 78b – Average Days to Process a Change in Circumstance
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8
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6
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11
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| 78c - % of Renewals Paid on Time |
77
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75
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77
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| 79a - % of Cases Accurate
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99
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99
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98
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| 79b - Overpayments Recovered as a % of Overpayments Created
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62
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51
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61
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We also have a number of locally agreed Key Performance Requirements which measure our performance internally. The results are shown below:
| Key Performance Indicator
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Target ’03 – ‘04
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Result ’03 – ‘04
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| Average Waiting Time between being seen at the Reception Desk and being seen in an Interview Room
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12 minutes
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11.22 minutes
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| Complaints – No more than 5 justifiable complaints during the year.
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Less than 5
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4
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What you said about us? Survey Results
Each year we routinely ask a sample of our customers for their views on how we are performing. The table below shows a sample of the responses and some comments about further improvements we intend to make to improve the service we deliver to you.
| Question
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% Excellent / Good
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% Average
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% Poor
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| What was your overall satisfaction with staff?
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84%
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10%
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6%
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| How easy is it to understand Benefit Award letters?
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70%
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19%
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11%
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| How would you rate the time it took to be seen in a Private Interview Room?
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59%
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24%
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17%*
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| How would you rate the convenience of our opening hours?
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84%
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13%
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3%
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| How would you rate the ease of contacting the office by phone?
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59%
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19%
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22%**
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| Are you satisfied with the service we provide
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94% - Yes
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6% - No
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