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Corporate services performance

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Home   Council   Performance and spending   Benchmarking   Corporate services performance

Corporate services performance

Corporate Services are provided by both the Directorate of Finance and Corporate Support and Democratic Services.

Corporate Services include a range of back office specialist teams that support front line services to do their jobs and some customer facing functions.

Services include the following areas: 

  • Financial Services
  • Revenues and Benefits
  • Corporate Procurement Unit
  • Internal Audit, Risk and Insurance, Performance and Corporate Fraud
  • Customer Service Centre, Registration Services and Contact Centre
  • Human Resources and Payroll
  • Information Technology
  • Committee Services
  • Communications and Member Services
  • Legal and Licensing Services
  • Community Planning
  • Policy and Performance
  • Service Reform
  • Data Services

Our performance

There are 10 corporate indicators in the Local Government Benchmarking Framework:

Indicator Ref and Name2013/14 Value2014/15 Value2015/16 Value2016/17 ValueScotland Value 2016/17
Corp 1 Support services as a % of Total Gross expenditure 2.27 2.48 2.52 2.28 5
Corp 3b The percentage of the highest paid 5% of employees who are women 53.75 55.56 53.74 55.51 52
Corp 3c The gender pay gap n/a n/a 1.79 1.16 4.14
Corp 4 The cost per dwelling of collecting Council Tax 9.93 10.19 10.43 7.67 8.98
Corp 6a Sickness Absence Days per Teacher 5.7 3.64 6 5.88 6.06
Corp 6b Sickness Absence Days per Employee (non-teacher) 10.09 9.48 9.87 10.88 10.92
Corp 7 Percentage of income due from Council Tax received by the end of the year 94.75 94.63 94.68 94.68 95.8
Corp 8 Percentage of invoices sampled that were paid within 30 days 90.66 93.64 92.5 92.96 93.06
Corp asset 1 Proportion of operational buildings that are suitable for their current use 88.59 90.26 89.8 91.63 79.8
Corp asset 2 Proportion of internal floor area of operational buildings in satisfactory condition 99.4 99.51 99.52 99.66 84.48

Of the 10 indicators in this group:

  • 8 have improved performance in 2016/17 compared to 2015/16
  • one indicator has maintained the same performance
  • one indicator has declined in performance

Compare our performance against other councils on the My Local Council website.

Steps to improvement

The Council has involved customers in focus groups to obtain practical feedback in relation to online services. From this feedback, development work is underway to streamline the customer journey making online services simpler to use and easier to find. Marketing campaigns will continue to promote online services.

Recruitment practices are monitored on an ongoing basis. Equalities data is analysed, reviewed and reported to Council committees with appropriate actions as required. North Ayrshire Council is committed to ensuring that it is an equal opportunities employer.

The Council provides customers with the facility to view their council tax bill online; customers can register to access their council tax account online. The Council will continue to extend its ebilling service to householders in 2018/19 to improve customer service and reduce costs.

The Council Tax service has a dedicated debt recovery team to support customers who have difficulty paying their Council Tax, and in some circumstances can offer repayment plans. North Ayrshire Council benchmarks its Council Tax performance against other councils to identify good practice and ways of improving its collection level.

The Council has just initiated a project to implement electronic invoicing. When embedded, eInvoicing will further improve the efficiency of processing invoices across the Council and will also have a positive impact on the environment by reducing the number of paper invoices. Absence reporting has been enhanced to identify trends using workforce analytics. Absence is monitored and managed in line with the Maximising Attendance Policy.

How to get involved

Comments can be submitted via Contact Us and by the complaints, suggestions and compliments section.