Cabinet Member for Environment (South),
Councillor Sue Cooper, and Cabinet Member for Environmental
Services and Waste (Vale), Councillor Mark Coleman, were present to
introduce the report and answer any questions.
Officers supporting the item were Head of
Development and Corporate Landlord, and the Technical Services
Manager. Saba representative Nigel Griffin was present to answer
Councillor Coleman gave an introduction to the
report. The contract end was in three years’ time. In
summary, overall performance was 97%, despite a few KPIs not
meeting targets, and the Head of Development and Corporate Landlord
considered that performance for the year 2022-23 should be rated
‘good’. Scrutiny were asked for any comments before the
assessment was formalised.
Comments for officers and Cabinet members were
- It was asked why there was an 8.8%
contract cost rise year on year. Councillor Cooper explained it was
- Regarding a question on revenue,
Councillor Cooper explained that we receive a report every
November, showing details of revenue coming in. A member raised
whether members could look at revenue figures. Councillor Coleman
suggested that he could bring a response back to the Co-chair.
- A member asked how often pay
machines break down? Could this information be given?
- Members would like to see how the
public feel about the carpark service, noting there were no
complaints reported in this period. Nigel Griffith added that
customer satisfaction was not widespread over the contracts they
had, but he would look for opportunities. There were issues around
what was Saba responsibility – customers may complain about
maintenance issues that are out of the scope of the Saba
- A member suggested a mystery shopper
experience to gain feedback.
- A small number of customer
satisfaction survey returns was a trend, members and officers could
look at options.
- A member asked about Civil Parking
Enforcement (CPE) – could Saba comment on what they felt was
going well? Cabinet member added that lots of praise was given on
Saba staff training. Saba representative was happy with the
collaboration, and it had gone very well and CPE was considered to
be a better system so far.
- A member asked Saba about
KPI’s that reached 100% - do they look to improve KPI’s
further or just maintain the score? Saba representative explained
that KPIs can be reviewed.
- KPI2 – had the staffing issue
been resolved for issuing Customer Penalty Notices (CPN’s)?
Saba representative explained that there was a period of time
developing a new team, and this team had now stabilised over this
- A member questioned whether the Saba
staff wage was competitive enough to retain staff. Particularly as
the contract price increase should be reflected in staff pay, as
staffing was Saba’s biggest running cost. It was asked that
the Saba representative take this away to discuss.
- KPI7: A member questioned the rating
changing from “good” to “fair”. It was
considered that data was not there to support a downgrading of that
score for customer satisfaction. Cabinet members considered that
Saba should have attempted improvement in the score over three
years of notice, hence the downgrade.
- A member asked about pay machines
that can differentiate between vehicles (for climate implications).
Potentially charge brand new cars more if they use polluting fuels.
Cabinet member added that this would need to be a contract
discussion and would need stipulating in there.
- If there was not good utilisation of
car parks, can we look at alternate uses, such as mobile car washes
etc, to contribute to revenue.
In summary, the chair stated that committee
would like to see the following:
- A way of finding meaningful customer
- How do we review KPI’s that
keep hitting 100%?
- Addressing the concern over
competitiveness of pay for Saba staff, and
- Investment in machines to make more
intelligent charging and to be climate conscious.
It was proposed that the committee was
satisfied with the performance rating within the report of the Head
of Development and Corporate Landlord for Saba contract performance
during 2022-23 and committee provided their comments which can be
considered during contract negotiation and future service.