ABOUT US
WE AIM TO BECOME AN EXCELLENT COUNCIL
(Extract from comments made by our Chief Executive to local residents)
Excellence can be measured in many ways. Perhaps the most important is customer satisfaction. If you are happy with the quality and range of services we provide, then we are getting it right.
To do that, our part of the deal is to ensure we have the right policies and resources in place. We must build on our strengths and identify and correct areas where we are under-achieving.
Consultation and communication is key. We’ll step up our efforts to find out what your priorities are and we’ll make more information available on-line.
But communication is a two-way street. Don’t be afraid to approach us with your ideas about making Torridge a better place for everyone. We really are prepared to listen.
Excellence by all pulling together maybe it’s not such a tough aim to achieve after all.
HOW WE PLAN TO DO IT
Set out and communicate what you can expect from the Council
- Publish a customer-focused Plan that details the Council’s priorities over the next five years; publish an annual report measuring progress and seek public opinion on delivery
- Provide an A-Z guide of Council services and new homeowner pack, in hard copy and on the web
- Develop and expand our residents’ newspaper to a quarterly publication to boost awareness of our services; consult with the public on content and relevance
- Establish basic corporate standards for customer service
- Develop a media system that improves the profile of the Council by increasing quantity and quality of positive coverage in local, national and trade press
- Increase positive experiences of contact with staff and make it easier for enquiries to be dealt with
Implement relevant recommendations from our Comprehensive Performance Assessment (CPA)
- Improve under-performing service areas including benefits, planning and housing services; maintain consistent improvement in all other areas; promote community involvement through regular customer consultation; and establish Citizens’ Panels to gain feedback
- Align service plans with corporate priorities; report performance against objectives in the annual report
- Address weaknesses in performance and management of risk
- Strengthen corporate governance and improve public image of the Council to reduce the level of complaints to the Standards Board
- Strengthen the corporate image of Torridge by ensuring consistent branding across all media and assets
Build organisational capability and capacity to deliver objectives
- Develop a high-performance culture by investing in and empowering staff; define roles, accountabilities and performance measures; carry out staff performance appraisals; expand standard Human Resources policies and practices; continue to invest in Member and officer development
- Implement a change management programme to accelerate improvement by adapting Council systems to be more customer-orientated
- Aim to achieve Investors in People status
- Improve the structure and efficiency of Committees and the delegation of decision-making to officers
Streamline and simplify operational processes and procedures
- Improve quality of performance management and embed our computerised performance management platform
- Improve our financial management and embed our financial management platform
- Develop and implement an integrated IT strategy; reduce system downtime and improve help desk response
- Expand the use of technology to provide easier access to our services; increase the number of available electronic transactions; monitor customer satisfaction
- Improve procurement, nationally and regionally to ensure the Council delivers best value services and meets efficiency targets
Torridge District Council is an independent-led Council with 36 Councillors representing 23 wards. For more information please visit our website at www.torridge.gov.uk/democracy
