The council reports our performance in the key outcomes and priorities to the public to demonstrate that we are delivering services efficiently and effectively, helping to make West Lothian a better place to live, work and learn.
Annual Performance Report (Factfile)
West Lothian Council's Annual Report 'Factfile' provides an overview of key council activities and achievements in eight priority areas.
These eight priorities are the focus for all council services for the period 2018 to 2023 - set out in our Corporate Plan - as we work together to deliver positive outcomes for West Lothian. The council is committed to making West Lothian a better place in which to live, work and learn. Factfile provides a summary of council performance and details of the significant progress we have made each year.
A range of performance information is published on council services, this includes:
We consult with our customers on the quality of the services that they receive from the council. The information from customer surveys are used to identify ways to improve our services and to demonstrate that we are providing high quality customer-focused services.
Service Standards are the promises that the council makes to our customers about the quality of the services they will receive. The standards set out what customers accessing our services should expect regarding the level of customer service, timeliness and overall quality.
We monitor our performance against the standards with customer satisfaction results and the measurable aspects of service provision, such as time taken to deliver services and the number of complaints received or upheld.
Council services are funded from public monies and the Council therefore has a duty to demonstrate that we operate efficiently and provide the public with services that represent Value for Money. There are different ways to determine efficiency in terms of service performance and the council uses a range of indicators, such as indicators that measure the cost of delivering the service and indicators that measure productivity.
The Council has set challenging outcomes and priorities for West Lothian with our Community Planning Partners and the public. We measure and monitor our progress in the key outcomes and priorities and also measure the impact of our services and processes.
How are our services performing?
Council performance has been categorised by themes and under each theme are performance indicators that relate to our key outcomes and priorities. Each indicator includes a short explanatory note and where possible we provide comparisons with other comparator authorities and services.
You Said / We Did
Collecting the views of local people and community groups is important, but ensuring that these views are listened to and acted upon is at the heart of what we do.
This involves informing the public about how their views and opinions have influenced change. We call this approach a "you said / we did" model of engagement.
See below for examples of difference your feedback has made to services across West Lothian.
West Lothian Council is committed to providing high quality customer services.
We value complaints and learn from them to help improve our services. If something goes wrong or you are dissatisfied with our services, please tell us.
The Council's annual complaints performance report [139KB] provides information on customer complaints. The indicators contained in this report were created to help the Council and the public to judge objectively how well complaints are handled and how they inform service improvement activity.