(a)

the quarter 2 report outlined progress and emerging trends of the Corporate plan and progress of the new 50 Pledges;

(b)

the majority of the Corporate Plan key actions were on target to achieve their milestones in order that the outcomes were completed by the end of 2016/17;

(c)

of the 42 key actions -

?

one (K41) (not on target) (RED);

?

four (milestones had not been completed but there were mitigating factors which means that the outcome is not at risk (AMBER) (K27(B), K39, K44, K49);

(d)

of the 25 performance measures tracking outcomes of the Corporate Plan, the majority were performing well; one (P17 – the percentage of residents who believed they could influence decisions affecting their local area) was below target; action was being taken to find better ways of improving the measure;

(e)

16 measures were performing well; the remaining five (P10, P18, P21, P22 and P23) were 15 percent or less below target; there were two performance measures which were still to be developed and no data currently existed;

(f)

the Local Government Ombudsman found that only 10 complaints out of 82 had been upheld.

(g)

whilst a number of the Pledges had been completed there were a number which remained outstanding; Pledge 19 would be completed in December following consideration by Cabinet;

(h)

an engagement campaign would be launched in January 2015 to encourage people to register to vote; the University of Plymouth had also undertaken a campaign to encourage its students to register;

(i)

it was acknowledged that the Your Plymouth Panel’s review of the Customer Service Strategy 2015-2018,  chaired by Councillor Kate Taylor had achieved some good outcomes;

(j)

the data used for Pledge 17 (percent of residents who believe they can influence decisions affecting their local area) was based on historical surveys such as the ‘place survey’;

(k)

there was a focus within the Council’s Customer Service Strategy 2015-2018 for improving communications with its customers and making it easier for them to interact with the Council; work was being undertaken to enable the better use of small screen device when accessing Council services;

(l)

a total of 77 complaints/enquiries had been considered by the Local Government Ombudsman (LGO) in 2013/14; although the LGO had made 82 decision in 2013/14 (the discrepancy with the figures had arisen as five complaints/enquiries had been received in the previous year 2012/13).

(m)

the locations that had been identified within the city for 20mph zone schemes (Pledge 23);

(n)

looking at the process to make it easier for residents to participate in the online consultation for the Plymouth Plan;

(o)

the provision of a detailed breakdown of the complaints which had been upheld and those that had not which had been considered by the Local Government Ombudsman.