Orkney Islands Council
Working together for a better Orkney

Performance Matters for Building Standards

Verification Performance 2015 – 2016

The Building Standards Division published verification performance reports for each Scottish Local Authority, Building Standards Verifier for years 2014 – 2015 and 2015 – 2016. You can access the Orkney Islands Council performance report from the ‘Related Downloads’ section of this page.

Balanced Scorecard

The balanced scorecard is a strategic planning and management tool that is used in business organisations to align business activities to the vision and strategy of the organisation, improve internal and external communications, and monitor performance against strategic goals.

Building standards verifiers in Scotland are required to utilise the balanced scorecard as a means to manage, monitor, review and develop strategies for their business with a focus on the three core perspectives listed below and the public interest and continuous improvement crosscutting themes:

  • Professional Expertise and Technical Processes.
  • Quality Customer Experience.
  • Operational and Financial Efficiency.

A PDF version control copy of the 2017/2018 Balanced Scorecard, Continuous Improvement Plan detailed, and the Continuous Improvement Plan summary can be downloaded from the 'Related Downloads' section on this page.

Building Standards Local Customer Satisfaction Survey 2014

This local survey was carried out in February 2014 in an attempt to gauge customer satisfaction and identify customer focused service improvements.

Outcomes from previous surveys include the introduction of lunchtime opening; systematically post information updates on the ‘Latest News’ page of our website; provide dissemination events prior to the introduction of new building regulations; participate in regular Planning and Building Standards stakeholder events; ensure each member of the Building Standards Team has a dedicated telephone extension; and introduction of an on-line payment facility for building standards services.

The results of the local 2014 survey are available to download from the 'Related Downloads' section of this page.

Building Standards National Customer Satisfaction Survey

The national customer satisfaction for building standards survey aligns with KPO5 (Key Performance Objective 5) of the verification performance framework for building standards, titled: ‘Improvement of the customer experience’. The purpose of this KPO is for local authority verifiers to gain a more detailed understanding of their different customer groups and respond appropriately to their needs.

In 2013 the Scottish Government commissioned Pye Tait Consulting to develop and run the first national survey. This was predicated on the need to obtain nationally consistent data on customer perceptions of their local authority building standards service. It was also intended that the survey would provide baseline data in order to permit trends analysis over future years. In 2015 and 2016 Pye Tait Consulting was commissioned to undertake subsequent national surveys. The 2016 findings for Orkney Islands Council are presented in this report.

The National customer satisfaction report for Orkney Islands Council is available to download from the 'Related Downloads' section of this page.

This report has not been produced by Orkney Islands Council and is not fully web accessible. If you require assistance, please contact Building Standards on 01856873535 extension 2729.