Agenda item

Matt Wagner, Interim Chief Analyst; and Simon Jones, Corporate Director for Growth, Environment &Transport were in attendance for this item

1)    Mr Wagner introduced the report and explained that the report represented the year-end position for the 2025/26 financial year and that the accompanying cover report was included within the reports pack, aspects discussed were:

a)    Of the 41 key performance indicators, 32 key performance indicators had achieved their target and were rated green.

b)    Six key performance indicators were rated amber, indicating that performance was above the minimum standard required but had not met the target necessary to achieve a green rating.

c)    Three key performance indicators were rated red, indicating that performance was below the minimum standard required. The following further information on these Red KPIs was included.

d)    KPI ‘number of people supported to access employment by the Connect2WorkProgramme’. Although the formal KPI was not achieved, the Kent and        Medway programme remained among the top five delivery areas nationally (out   of 41) for referrals, programme starts and job outcomes. Performance had improved, with starts in April 2026 exceeding the monthly target, and this level of performance was expected to continue.

e)    ‘Highways inquiries requiring a response that are responded to within 28 days’ Performance declined in the final quarter of 2025/26 due to exceptionally high enquiry volumes. Services prioritised urgent enquiries and continued to monitor performance through monthly management meetings. A further red KPI related to ‘attendance at emergency highways incidents within two hours.

f)      It was reported that a high number of concurrent incidents between January and March resulted in performance falling two to three percentage points below the required standard each month. Members were advised that the new highways term maintenance contract had commenced in May 2026 and that the contractor was working with the Council to improve performance. Overall, 32 of the 41 KPIs (78%) were rated green, six were rated amber and three were rated red.

2. Members discussed the following aspects of the update:

a)    Members raised concerns on the current response times (HT02) and emergency incidents (HT08) trajectories within the report. The Cabinet Member for Highways and Transport explained that the new contractor was now in place and that a number of embedding aspects were solidified to ensure overall improvements occur and preparation for Winter was underway.

b)    Officers reported that significant work was being undertaken through the new highways term maintenance contract to strengthen performance management and ensure a more proactive approach to operational delivery. Members were advised that a detailed report on the planned improvements could be brought to a future meeting following discussions with the Cabinet Member.

c)    Members suggested that, in future, all red-rated Key Performance Indicators (KPI) be accompanied by an explanation of the reasons for underperformance and the actions being taken to address this to support the Committee’s consideration.

d)    In response to questions regarding a reduction (DC08) in performance against the Section 106 funding KPI to 89.7% in March 2026, attributed to the financial viability of some development sites, Members were advised that individual developments could periodically affect overall KPI performance. Officers confirmed that the specific developments impacting performance were identified and monitored as part of ongoing performance management reviews.

e)    Members queried whether the underperformance against red-rated KPI EC16 was attributable to staffing and training issues.

f)      In response to a query regarding performance against the Connect to Work KPI, officers explained that Kent and Medway had been among the first four areas nationally to launch the programme by using an existing provider, The Education People.

g)    While the provider had initially been less familiar with one element of the programme, resulting in a slower start and early underperformance, performance had since improved significantly. Members were advised that the programme was now ranked among the top five performers nationally for referrals, programme starts and job outcomes, exceeding initial expectations.

h)    In response to questions regarding the Amber-rated KPI (KSS02), officers explained that the target had been set as a challenging performance measure. Since its introduction, the service had secured a new contract which had generated approximately £500,000 of additional work within the area measured by the KPI, placing increased pressure on service capacity. While performance had fluctuated, officers considered the original target to have been overly ambitious given the current workload.

a)    Members were advised that customers using the fee-paying service had been consulted and remained satisfied with current performance levels. A proposal had therefore been made to revise the target for 2026/27 to a more realistic, while still aspirational, level.

b)    Raised queries regarding KPIs DC08 and PROW14 and requested that a response be brought back to a future meeting. Concerns were also expressed about issues affecting broadband infrastructure across Kent, and Members asked officers to ensure that connectivity in public locations was maintained wherever possible.

RESOLVED to note the Performance Dashboard