| Previous Years                                    | 2017/2018                          |
|---------------------------------------------------|------------------------------------|
| Collection                                        |                                    |
| Frequency                                         |                                    |
| 2014/2015                                         | 2015/2016                          |
| CFD03                                             |                                    |
| Number of external calls answered within 20       |                                    |
| seconds - CYC                                     |                                    |
| Quarterly                                         | 623,686                            |
| ŻŹ                                                |                                    |
| Neutral                                           |                                    |
| ŻŹ                                                |                                    |
| % of external calls answered within 20            |                                    |
| seconds - CYC                                     |                                    |
| Quarterly                                         | 91.27%                             |
| Up is                                             |                                    |
| Good                                              |                                    |
| Neutral                                           |                                    |
| CFD03a                                            |                                    |
| Benchmark - SSAC Industry Standard                | Annual                             |
| ŻŹ                                                |                                    |
| CFS01                                             |                                    |
| Overall Customer Centre Satisfaction (%) -        |                                    |
| CYC                                               |                                    |
| Monthly                                           | 58.15%                             |
| Up is                                             |                                    |
| Good                                              |                                    |
| Neutral                                           |                                    |
| ŻŹ                                                |                                    |
| COMP01 % of complaints responded to within 5 days | Quarterly                          |
| Up is                                             |                                    |
| Good                                              |                                    |
| Neutral                                           |                                    |
| FOI01                                             | FOI & EIR - Total Received - (YTD) |
| ŻŹ                                                |                                    |
| Neutral                                           |                                    |
| ŻŹ                                                |                                    |
| FOI02                                             | FOI & EIR - % In time - (YTD)      |
| Up is                                             |                                    |
| Good                                              |                                    |
| Neutral                                           |                                    |
| DP (Data Protection Act) / SAR (Subject           |                                    |
| Access Request) - Total Received - (YTD)          |                                    |
| Quarterly                                         | 131                                |
| ŻŹ                                                |                                    |
| Neutral                                           |                                    |
| FOI05                                             |                                    |
| DP (Data Protection Act) / SAR (Subject           |                                    |
| Access Request) - In time - (YTD)                 |                                    |
| Quarterly                                         | 92                                 |
| ŻŹ                                                |                                    |
| Neutral                                           |                                    |
| ŻŹ                                                |                                    |
| DP (Data Protection Act) / SAR (Subject           |                                    |
| Access Request) - % In time - (YTD)               |                                    |
| Quarterly                                         | 70.23%                             |
| Up is                                             |                                    |
| Good                                              |                                    |
| Neutral                                           |                                    |
OD01
Number of hits on yorkopendata.org
Monthly
7,611
91,782
93,797
37,514
-
-
-
-
Up is 
Good
Ÿ
Green
OD08
Number of new datasets added to yorkopendata.org
Monthly
285
337
273
19
-
-
-
-
Up is 
Good
ź
Red
ŻŹ
% of panel satisfied with the way the council runs things
Quarterly
NC
NC
65.54%
64.76%
-
-
-
-
Up is 
Good
Neutral
TAP02
Benchmark - LG Inform
Annual
66.30%
65.40%
50.00%
-
-
-
-
-
ŻŹ
% of panel dissatisfied with the way the council runs things
Quarterly
NC
NC
20.32%
20.26%
-
-
-
-
Up is 
Bad
Neutral
YCC030
Footfall in Customer Centre - % served within target wait time
Monthly
74.00%
70.00%
74.69%
78.01%
-
-
-
-
Up is 
Good
Ÿ
Green
YCC030a Footfall in Customer Centre - Average wait 
time (Minutes)
Monthly
7.8
8.49
7.13
6.62
-
-
-
-
Up is 
Bad
ź
Green

| Previous Years                                 | 2017/2018                       |
|------------------------------------------------|---------------------------------|
| Collection                                     |                                 |
| Frequency                                      |                                 |
| 2014/2015                                      | 2015/2016                       |
| YCC % Calls answered in 20 seconds -           |                                 |
| TOTAL                                          |                                 |
| Weekly                                         | 47.60%                          |
| Up is                                          |                                 |
| Good                                           |                                 |
| Ÿ                                              |                                 |
| Green                                          |                                 |
| YCC117                                         |                                 |
| Benchmark - SSAC Industry Standard             | Annual                          |
| Services                                       |                                 |
| 1. Customer                                    |                                 |
| ŻŹ                                             |                                 |
| YCC201                                         |                                 |
| Digital Services Transactions / Channel Shift  |                                 |
| (%)                                            |                                 |
| Quarterly                                      | -                               |
| Up is                                          |                                 |
| Good                                           |                                 |
| Neutral                                        |                                 |
| ŻŹ                                             |                                 |
| adcs03                                         |                                 |
| Deprivation: % of the population living in the |                                 |
| 20% most deprived Lower Super Output Areas     |                                 |
| Annual                                         |                                 |
| 3.86%                                          |                                 |
| (2015)                                         |                                 |
| -                                              | -                               |
| Up is                                          |                                 |
| Bad                                            |                                 |
| Neutral                                        |                                 |
| ŻŹ                                             |                                 |
| BPI108                                         |                                 |
| )RUHFDVW%XGJHW2XWWXUQ…V2YHUVSHQW               |                                 |
| Underspent) - All Directorates                 |                                 |
| Quarterly                                      |                                 |
| …                                              | …                               |
| -                                              | -                               |
| Up is                                          |                                 |
| Bad                                            |                                 |
| Neutral                                        |                                 |
| BPI110                                         |                                 |
| )RUHFDVW%XGJHW2XWWXUQ…V2YHUVSHQW               |                                 |
| Underspent) - CYC                              |                                 |
| Quarterly                                      |                                 |
| …                                              | …                               |
| -                                              | -                               |
| Up is                                          |                                 |
| Bad                                            |                                 |
| ź                                              |                                 |
| Green                                          |                                 |
| BUR01                                          | Business Rates - Rateable Value |
| …                                              |                                 |
| 91                                             |                                 |
| …                                              |                                 |
| -                                              | -                               |
| ŻŹ                                             |                                 |
| Neutral                                        |                                 |
| ŻŹ                                             |                                 |
| CES44                                          |                                 |
| Cost of landfill tax - Combined (excluding     |                                 |
| liquid waste) - (YTD)                          |                                 |
| Quarterly                                      |                                 |
| … … …                                          |                                 |
| -                                              | -                               |
| Up is                                          |                                 |
| Bad                                            |                                 |
| Neutral                                        |                                 |
| (Avail                                         | (Avail                          |
| ŻŹ                                             |                                 |
| Indices of Multiple Deprivation                | Five Years                      |
| 12.22                                          |                                 |
| (2015)                                         | 2020)                           |
| -                                              | -                               |
| Up is                                          |                                 |
| Bad                                            |                                 |
| Neutral                                        |                                 |
| DOD00                                          |                                 |
| (Avail                                         |                                 |
| National Rank (1 is Bad) (Rank out of 326)     | Five Years                      |
| (Avail                                         |                                 |
| 2020)                                          | 2025)                           |
| -                                              | -                               |
| ŻŹ                                             |                                 |
| % of council tax collected in year - (YTD)     | Monthly                         |
| Up is                                          |                                 |
| Good                                           |                                 |
| Neutral                                        |                                 |
Benchmark - National Data (England)
Annual
97.01%
97.10%
97.20%
-
-
-
-
-
OCC01
Benchmark - Regional Data
Annual
95.89%
95.50%
96.20%
-
-
-
-
-
National Rank (Rank out of 353)
Annual
203
178
178
-
-
-
-
-
Regional Rank (Rank out of 22)
Annual
10
9
8
-
-
-
-
-
OCC02
&RXQFLOWD[UHFHLSWVFROOHFWHGLQ\HDU…P
(YTD)
Monthly
90.27
91.76
95.8
30.74
-
-
-
-
Up is 
Good
Ÿ
Green

| Previous Years                                 | 2017/2018                 |
|------------------------------------------------|---------------------------|
| Collection                                     |                           |
| Frequency                                      |                           |
| 2014/2015                                      | 2015/2016                 |
| ŻŹ                                             |                           |
| % of non-domestic rates collected in year -    |                           |
| (YTD)                                          |                           |
| Monthly                                        | 98.20%                    |
| Up is                                          |                           |
| Good                                           |                           |
| Neutral                                        |                           |
| Benchmark - National Data (England)            | Annual                    |
| OCC03                                          | Benchmark - Regional Data |
| National Rank (Rank out of 353)                | Annual                    |
| Regional Rank (Rank out of 22)                 | Annual                    |
| OCC04                                          |                           |
| % reduction in non-domestic rates prior year's |                           |
| balances - (YTD)                               |                           |
| Monthly                                        | 33.09%                    |
| Up is                                          |                           |
| Good                                           |                           |
| ź                                              |                           |
| Red                                            |                           |
| OCC05                                          |                           |
| % reduction in council tax prior year's        |                           |
| balances - (YTD)                               |                           |
| Monthly                                        | 33.78%                    |
| Up is                                          |                           |
| Good                                           |                           |
| ź                                              |                           |
| Red                                            |                           |
| ŻŹ                                             |                           |
| Monthly                                        | 5.91                      |
| Up is                                          |                           |
| Bad                                            |                           |
| Neutral                                        |                           |
| Number of days taken to process Housing        |                           |
| Benefit new claims and change events (DWP      |                           |
| measure)                                       |                           |
| OCC06B                                         |                           |
| Benchmark - National Data                      | Quarterly                 |
| OCC07                                          | Benefit Reception Numbers |
| ŻŹ                                             |                           |
| Neutral                                        |                           |
OCC08
Average Benefit Caseload for CYC
Monthly
13,461
12,572
11,874
11,617
-
-
-
-
Up is 
Bad
ź
Green
OCC10
1RQGRPHVWLFUHFHLSWVFROOHFWHGLQ\HDU…P
(YTD)
Monthly
100.38
101.71
104.77
34.48
-
-
-
-
Up is 
Good
Ÿ
Green
ŻŹ
OCC11
% of supplier invoices paid within 30 days
Monthly
96.48%
95.22%
95.48%
96.09%
-
-
-
-
Up is 
Good
Neutral
OCC12
1HZ+RPHV%RQXV*UDQW…P&XPXODWLYH
Annual
…
…
…
-
-
-
-
-
Up is 
Good
Ÿ
Green
ŻŹ
% of panel agree the council provides value for money
Quarterly
NC
NC
45.33%
48.57%
-
-
-
-
Up is 
Good
Neutral
Benchmark - LG Inform
Annual
42.00%
45.40%
38.00%
-
-
-
-
-
TAP03
% of panel disagree the council provides value for money
Quarterly
NC
NC
24.06%
21.10%
-
-
-
-
Up is 
Bad
ź
Green
YCC001
<)$6(PHUJHQF\SD\PHQWV…727$/
(YTD)
Weekly
…
…
…
…
-
-
-
-
Neutral
ŻŹ
Neutral

| Previous Years               | 2017/2018   |
|------------------------------|-------------|
| Collection                   |             |
| Frequency                    |             |
| 2014/2015                    | 2015/2016   |
| YCC002                       |             |
| <)$6(PHUJHQF\SD\PHQWV%XGJHW… |             |
| Weekly                       |             |
| …                            | …           |
| -                            | -           |
| ŻŹ                           |             |
| Neutral                      |             |
| YCC004                       |             |
| <)$6&RPPXQLW\SD\PHQWV…727$/                              |             |
| (YTD)                        |             |
| Weekly                       |             |
| …                            | …           |
| -                            | -           |
| ŻŹ                           |             |
| Neutral                      |             |
| YCC005                       |             |
| <)$6&RPPXQLW\SD\PHQWV…%XGJHW                              |             |
| Weekly                       |             |
| …                            | …           |
| -                            | -           |
| ŻŹ                           |             |
| Neutral                      |             |
| YCC007                       |             |
| <)$6&76'LVFUHWLRQDU\…727$/<7'                              |             |
| Weekly                       |             |
| …                            | …           |
| -                            | -           |
| ŻŹ                           |             |
| Neutral                      |             |

## 2. Financial Services

YCC008
<)$6&76'LVFUHWLRQDU\…%XGJHW
Weekly
…
…
…
…
-
-
-
-
Neutral
ŻŹ
Neutral
YCC022
Number of YFAS applications - Grand Total - 
(YTD)
Weekly
3,180
1,325
1,256
551
-
-
-
-
Neutral
ŻŹ
Neutral
COR01
Key Corporate Risks - CYC
Quarterly
11
11
10
11
-
-
-
-
Neutral
ŻŹ
Neutral
CORP02
La
Red rated Large Projects - CYC
Quarterly
-
0
1
1
-
-
-
-
Neutral
ŻŹ
Neutral

## 3. Risk Management

CORP02
Lb
Amber rated Large Projects - CYC
Quarterly
-
5
5
6
-
-
-
-
Neutral
ŻŹ
Neutral
ŻŹ
OCC09
CYC Apprenticeships
Annual
18
27
25
-
-
-
-
-
Up is 
Good
Neutral
Staff Headcount - CYC Total (Including Schools) - (Snapshot)
Monthly
6,096
5,293
4,895
4,616
-
-
-
-
Neutral
ŻŹ
Neutral
STF01
Staff Headcount - CYC Total (Excluding Schools) - (Snapshot)
Monthly
2,812
2,635
2,610
2,559
-
-
-
-
Neutral
ŻŹ
Neutral
Staff FTE - CYC Total (Including Schools) - (Snapshot)
Monthly
3,995
3,915
3,631.2
3,443.1
-
-
-
-
Neutral
ŻŹ
Neutral
STF08
Staff FTE - CYC Total (Excluding Schools) - (Snapshot)
Monthly
2,194
2,104
2,071.6
2,043.2
-
-
-
-
Neutral
ŻŹ
Neutral
ŻŹ
Average sickness days per FTE - CYC (Including Schools) - (Rolling 12 Month)
Monthly
9
8.1
9
9
-
-
-
-
Up is 
Bad
Neutral
ŻŹ
Average sickness days per FTE - CYC (Excluding Schools) - (Rolling 12 Month)
Monthly
11.4
10.1
10.2
10.2
-
-
-
-
Up is 
Bad
Neutral
STF100
Benchmark - CIPD (All Sectors)
Annual
6.6
6.9
-
-
-
-
-
-
Benchmark - CIPD (Public Sector)
Annual
7.9
8.7
-
-
-
-
-
-
Benchmark - LGA Worker Survey (Excluding Teachers)
Annual
8.5
-
-
-
-
-
-
-

| Previous Years                                | 2017/2018                             |
|-----------------------------------------------|---------------------------------------|
| Collection                                    |                                       |
| Frequency                                     |                                       |
| 2014/2015                                     | 2015/2016                             |
| Voluntary Turnover (%) - CYC Total (Including |                                       |
| Schools) - (Rolling 12 Month)                 |                                       |
| Monthly                                       | 8.50%                                 |
| Up is                                         |                                       |
| STF107                                        |                                       |
| Voluntary Turnover (%) - CYC Total            |                                       |
| (Excluding Schools) - (Rolling 12 Month)      |                                       |
| Monthly                                       | 7.00%                                 |
| Up is                                         |                                       |
| 4. Human                                      |                                       |
| Resources                                     |                                       |
| STF90                                         | PDR Completion (%) - CYC - (Snapshot) |
| Up is                                         |                                       |
| Good                                          |                                       |
| Bad                                           |                                       |
| Ÿ                                             |                                       |
| Red                                           |                                       |
| ŻŹ                                            |                                       |
| Bad                                           |                                       |
| Neutral                                       |                                       |
| ŻŹ                                            |                                       |
| Neutral                                       |                                       |