Forecast Budget Outturn (£000s Overspent / -Underspent) - All Directorates

Key Performance Indicators related to Transparency

Number of unique users on york.gov.uk – (where cookies consented)

Street Lighting - % of cases raised online (Oracle CRM)

STREET CLEANING - Number of issues reported

Street Lighting - Number of issues reported online (Oracle CRM)

YCC & Benefits % Calls Answered - TOTAL

YCC & Benefits % Calls answered in 20 seconds - TOTAL

YCC % Calls Answered - TOTAL *This indicator has been discontinued

YCC % Calls answered in 20 seconds - TOTAL *This indicator has been discontinued

YCC Average Speed of answer - Operators

% of web chats engaged within service level (20 seconds)

% of the Talkabout panel reporting a ‘poor’ experience when they last contacted the council about a service

% of the Talkabout panel reporting a ‘satisfactory’ experience when they last contacted the council about a service

% of the Talkabout panel reporting a ‘good’ experience when they last contacted the council about a service

% of the Talkabout panel reporting an ‘excellent’ experience when they last contacted the council about a service

% of the Talkabout panel who speak negatively about the council

% of the Talkabout panel who speak positively about the council

% of Talkabout panel who state it is not important that residents can influence decisions in their local area

% of Talkabout panel who state it is important that residents can influence decisions in their local area

% of Talkabout panel who disagree that they can influence decisions in their local area

% of Talkabout panel who agree that they can influence decisions in their local area This is a measure of the Talkabout panel members who agree that they can influence decisions...

% of staff who do not believe action will be taken following this survey

% of staff who believe action will be taken following this survey

% of staff who would not recommend the council as a good place to work