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Performance

Driving improvement

The Authority continues to try to improve the quality and value for money of the services we provide. The Authority's Audit and Review Committee has lead responsibility for issues relating to our performance. A number of different processes are in place to enable a rounded picture of our performance to be drawn.

The Corporate Plan

Each year in the Corporate Plan, we set out our priorities and how we are going to work on them through our:

  • objectivesthe major things that we intend to achieve over the next three years, including, where appropriate, a specific target for the year ahead;

and

  • actions
    the things that we intend to do in the next year to help achieve our objectives.

Performance

Progress on our objectives is monitored every six months during the year by the Audit and Review Committee. At the end of the year, the full Authority Committee receives a detailed report analysing progress on all the objectives in a full Committee report.

Customer satisfaction

We regularly carry out surveys of satisfaction with the services we provide to the public. This includes surveys of people who use our Planning Service, National Park Centres and so on.

Our Planning service targets and results for 2012/13 are set out below.

TargetAchievement
80% of planning applicants satisfied with the service  81%
60% of major applications determined within 13 weeks  71%
65% of minor applications determined within 8 weeks  66%
80% of other applications determined within 8 weeks  81%

Standards

The Authority has a clear set of standards of service and as part of our commitment to continuous improvement, the Authority has a rigorous system for registering and responding to compliments, complaints and comments from the public. These are reported, together with the action taken, to our Audit and Review Committee.

Audit and inspection

Each year the Audit Commission audits our financial processes, our use of resources and our general performance. Its findings are reported to the Authority. Any significant actions required are then included within the Corporate Plan.

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