| Caerphilly County Borough Council has reported significant improvements in customer service, workforce productivity and financial performance as part of its latest Organisational Performance Assessment and “Doing the Basics Well” end of year review for 2025/26. |
| The reports were recently presented to Cabinet, showcasing the progress made across a range of key services and priorities that matter most to residents, and demonstrating the Council’s continued commitment to delivering high-quality services while managing resources responsibly. One of the most notable achievements during the year was a major improvement in customer service performance. The proportion of customer enquiries resolved at the first point of contact increased from 38.8% to 76.1%, while average telephone waiting times remained at or below two minutes. The Council also reported a reduction in staff sickness absence levels, resulting in the equivalent of more than 12,000 additional working days of productivity compared with the previous year. Alongside these improvements, the Council’s transformation programme delivered savings of more than £13.5 million, helping to strengthen the organisation’s financial position while protecting key services for residents. Cllr Eluned Stenner, Cabinet Member for Finance & Performance said, “These results show the positive impact of our focus on doing the basics well and delivering the services that matter most to residents. From significant improvements in customer service to strong financial management and workforce performance, the Council is making good progress while continuing to invest in our communities and plan for the future.” View the Organisational Performance Assessment report here: democracy.caerphilly.gov.uk/documents/s55736/Appendix1 A public dashboard providing residents with a clear view of how well the Council is performing in delivering the services that matter most to local communities is due to be launched on our website in the coming weeks. In the meantime, the “Doing the Basics Well” dashboard can be viewed as a PDF here: democracy.caerphilly.gov.uk/documents/s55732/Appendix2 |
| Contact Information Rebecca Pitman Communications Officer Caerphilly County Borough Council pitmar1@caerphilly.gov.uk |
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