Annual Review 2011/12 - Glasgow Life

38 Glasgow Life Annual Review 2011/12
How are we Improving?
Corporate Information
In 2010, Glasgow Life introduced a three-year
service reform programme to deliver savings of
£4.7 million. Phase two of the programme is
progressing and focuses on creating integrated
workforce planning to enhance service delivery.
Following the successful rebrand of Glasgow
Life in 2010, our new digital presence was fully
implemented in the last year, with the new
website attracting more than 19 million hits and
an impressive three million unique visitors.
Despite rising fuel costs, Glasgow Life is working
with our partners in Glasgow City Council
to reduce energy costs and our carbon
footprint in line with the Scottish Government’s
targets. Energy consumption for 2011/12 cost
£7.1 million, and we have reduced carbon
emissions by almost 1,000 tonnes compared to
the previous year.
The number of days lost to absence fell by 459
days and Glasgow Life remains committed to
reducing absence levels to 3.5% in 2012/13.
During 2011/12, Glasgow Life received 52
Freedom of Information Requests, of which
92% were responded to within the required
20 working days. There were no reviews
requested and no appeals lodged with the
Scottish Information Commissioner. Glasgow
Life received 14,981 customer comments in
the last year, of which 4,708 were complaints.
This represents 0.03% of the total number of
attendances at Glasgow Life venues during the
year.
Improving Quality Standards
and Accreditations
The three-year plan to achieve Customer Service
Excellence (CSE) accreditation for all customer
facing services is ahead of schedule. CSE is the
Government’s national standard for excellence
in customer service and is externally assessed
and validated by SGS UK Ltd. Glasgow Sport,
Glasgow Museums and Glasgow Libraries are
all fully accredited to the standard.
Glasgow Life ClubMark and National
Governing Body (NGB) accreditations
recognise and accredit sports clubs that are
fully committed to providing their members with
a safe, effective, inclusive and fun environment.
As of 2011/12, 37 clubs in Glasgow have
successfully achieved ClubMark and 42 clubs
achieved NGB accreditation, bringing the
total number of accredited clubs in the City
to 79. Of the 79 accredited clubs, four have
ClubMark and NGB Accreditation.
Glasgow Life has the lead role for the coordination
of Community Learning planning and
partnership development on behalf of Glasgow
City Council. Three learning community
inspections were carried out by Education
Scotland in 2011/12 in the Drumchapel, Lochend
and King’s Park areas and the findings will be
used to develop an improvement plan for
learning in conjunction with Education Services.
Glasgow Life’s Mystery Visitor Programme
assesses how well Glasgow Life services
are performing against a broad range of
customer care criteria and health and safety
regulations. The programme, which is delivered
by volunteers, supports a range of quality
frameworks and standards and there were
54 Mystery Visits completed with an average
score of 83%. Knightswood Library and City
Halls achieved the highest score of 97%,
Glasgow Club Haghill scored 96% and in joint
third place, The Burrell Collection and Darnley
Community Centre scored 95%.