Performance report highlights continued successes

3 September 2019

Significant achievements in customer services, timely bin collections and potholes being filled more quickly are just some of the successes that Thurrock Council has achieved this year to date.

The first corporate performance monitoring report for 2019/20 announced a very positive start to the financial year with almost three-quarters of indicators achieving target and 53.5% of indicators performing better than the previous year. The customer services and refuse teams surpassed targets, and the council is ahead of new apprentice goals.

Average face-to-face waiting time in the customer service area of the council's Civic Offices in Grays is down to just over 1 minute, from an average of over 6 minutes in both 2016/17 and 2017/18 and approximately 4 minutes last year. The huge improvement has also been recognised by the national customer services accreditation standard in a recent inspection which has identified Thurrock’s Customer Services team as a “Leading Example”.

Cllr Deborah Huelin, Cabinet member for central services and communities, said: "This report highlights some real success stories and champions the hard work consistently delivered by our frontline teams.

"Average waiting times for residents who come to Civic Offices is down to just over 1 minute from an average of 4 minutes last year. This reduction has in-part been brought about by the digitally-enabled transformation of the face to face reception area but is largely down to our diligent customer services colleagues.

"We challenge ourselves to meet tough targets despite demand for services increasing, so I'm thrilled almost 74% of all key performance indicators were achieved, an increase from 67.5% for the same period last year. We are determined to build upon this success and remain committed to continual improvement of all the services we provide for our residents."