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Our Customer Service opening hours are 8.45am - 4.45pm, Monday to Friday. The Payment Centre hours are 9am - 4.15pm, with only credit/debit card payments (not cash) between 1pm and 2pm. 

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Council performance, statistics and spending

Best value

All public sector organisations have a legal duty to ensure Best Value in the delivery of services. We have to ensure we are continuously seeking opportunities to improve our services, balancing cost and quality as well as being responsive to local people's needs.

Picture: tick list with the word excellent ticked

Best Value is defined as 10 characteristics which are set out in national guidance.

  • Commitment and leadership
  • Responsiveness and consultation
  • Sound governance arrangements at strategic, financial & operational levels
  • Sound management of resources
  • Use of review and options appraisal
  • Competitiveness, trading and the discharge of authority functions
  • Accountability
  • Joint working
  • Sustainable development
  • Equal opportunities

Demonstrating best value

We have to show that we are meeting these characteristics in how we go about all aspects of our business.   For example: we have to review and challenge the ways in which we deliver services; we have to seek views of residents and users on how and what we are doing and we have to show that we are making the best use of public funds.

Assessing our services

We have developed our own approach to assessing how effective and efficient we are in delivering services to residents and customers.  Our approach is called "How good is our service" (HGIOS) and it is based on the European Foundation of Quality Management (EFQM) excellence model, widely used in the public and private sectors.

Every year services use this approach to look at: how well they are performing; identify actions and priorities for the year ahead, to make sure we continue to deliver relevant, high quality services.

External scrutiny

There is a national audit and scrutiny process checking whether we meet Best Value requirements and deliver the best possible services to our residents and communities. In 2016 Audit Scotland and the Accounts Commission launched a new framework for auditing Best Value. The Council was selected as one of six councils to take part in the new approach. The audit was completed during March to August 2017. The report was finalised after an Accounts Commission meeting on 12 October and the  Best Value Assurance Report has now been published. The Commission acknowledged that the ''council's clear vision and priorities are well supported by its councillors and officers, and also by the organisations it works with to provide public services". The Commission also highlighted that it was encouraged by the progress the Council has made since the previous audit in 2005.

As part of the external audit process routine annual arrangements all Councils also receive a Local Scrutiny Plan (LSP). The plan is based on a shared risk assessment prepared by external auditors, which sets out the challenges the council faces, any areas of concern and the level of external scrutiny activity that will take place over the next year.  The Council's most recent LSP is available in the related documents section of this page.

If you would like any further information, please contact us.


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