Delivery Plan 2024/2025

• Start building the new school for Maendy Primary School and enhance teaching and learning by investing £17m in the construction of the new net zero carbon school to replace the existing Maendy Primary School

Capital Projects, Access & Engagement

Economic Development, Assets & Property

Currently at RIBA 4 i.e. getting tender based cost February 2024 and if within budget (£17.1m) plan to commence build March 2024.

New school handover May 2025, with demolition of existing school by Jan 2026

• Start the £6.85m net zero carbon 50 place extension at Crownbridge to enhance provision for children and young people with severe learning difficulties
• Start the £6.85m net zero carbon 50 place extension at Crownbridge to enhance provision for children and young people with severe learning difficulties

Capital Projects, Access & Engagement

Economic Development, Assets & Property

New extension handover October 2024 and budget of £12.4m

• Design and build 3G pitch at Ysgol Gymraeg Gwynllyw

Capital Projects, Access & Engagement

Economic Development, Assets & Property

Completion August 2024. Budget remains £1.65m

• Deliver a range of planned and preventative maintenance projects to improve our schools based on funding availability

Economic Development, Assets & Property

Planned and preventative maintenance projects delivered to improve our schools by March 2025

• Produce a Whole School approach to well-being strategy.  This will be informed by SHERN data, Public Health, Schools, young people and other stakeholders

ALN, Inclusion & Wellbeing

Launch of Well-being Strategy September 2024

• Improve the range of provision, support and resources available to Welsh Medium learners with ALN

ALN, Inclusion & Wellbeing

Complete a sufficiency and capacity assessment of current and projected ALN need in line with the ALN code chapter 7 and WESP requirements by July 2024

Learner Outcomes

• National exam outcome measures: Individual school outcomes and aggregated TCBC outcomes are in line with Welsh Government modelled expectations e.g. Capped Nine, Literacy, Science and Numeracy measures

School Improvement/ Learning and Achievement

Annual data analysis published December 2024/January 2025.

Outcomes in line or above Welsh Government modelled expectations

• Continue to work with schools to embed 'Strive for 95' and continue to raise awareness using the campaign #notinmissout to improve attendance & punctuality within our primary and secondary schools

Education Welfare Service

Increase by 1 percentage point (PP) by July 2024

Increase by a further 1 pp by March 2025

• Work with all schools to promote good attendance , reduce unauthorised absences as part of the #NotinMissout communication campaign

PSSU

Work with 16 Schools to promote good attendance by end of March 2025

• Provide Council work experience placements for 36 young people (initially under 16s) who are at risk of becoming NEET (Not in Education, Employment or Training) and/or Children Looked After

Inspire Team

36 young people in work experience placements by March 2025

• Reduce the percentage of young people who leave year 11 classified as 'not in employment, education or training by Careers Wales from 2% to 1.9% by Dec. 2024

Inspire Team

<1.9% of young people who leave year 11, not in employment, education or training by December 2024

• Deliver 125 qualifications (as defined by Qualification and Credit Framework) to targeted secondary-school age young people at risk of not progressing into employment education or training

Inspire Team

125 qualifications delivered to secondary school age young people at risk of not progressing into employment, education or training by March 2025

• Deliver the second phase of training programmes as part of the Councils Corporate Development Programme (Digital and Apprenticeships) to improve employment opportunities for local residents

Communities & Renewal

Q1: Promotion campaign to secure work placements completed

Q2: Sign off the digital training programme

Q2: Agree framework for monitoring outcomes and learning

Q3: Sign off an apprenticeship training programme

• Number of ACL Enrolments on Essential Skills courses, cumulative Term 3 Academic Year  23/24

Communities & Renewal

800 enrolments on essential skills courses by March 2025

• Number of enquiries made for Employment and Skills Support

330 enquiries for employment and skills support by March 2025

• Number of residents enrolled with employability services Communities for Wales and Shared Prosperity Fund (C4W, SPF)

1160 residents enrolled with employability services by March 2025

• Number of qualifications achieved from employability programmes - Shared Prosperity Fund (SPF)

96 qualifications achieved from employability programmes by March 2025

• Total number of Job Outcomes reported

230 job outcomes reported by March 2025

• Multiply:  the number of adults achieving maths qualification up to and including Level 2

177 maths qualifications achieved by March 2025

• Support 1000 young people to improve their literacy through the National Summer Reading Challenge

• Increase the number of young people supported through working in partnership with a range of statutory and voluntary organisations, such as Hwb Torfaen and Community Councils

Youth Service

350 young people supported during 2024/25

Children Looked After Strategy / Children and Young People’s Development Plan

• To ensure at least 83-86% of the children we look after are placed with local authority foster carers (Our target is to have 90% by 2025/26)

Children & Family Services

86% of children placed with local authority foster carers by March 2025

• To ensure that all staff are trained in the strength-based approach in order that practice continues to develop and that safe decisions are made to impact on the CLA population and overall workload

Children & Family Services

100% staff trained by March 2025

• Ensure qualified social worker caseloads are manageable and reduced to an average of 20

Children & Family Services

<20 cases per social worker by March 2025

(*average figure across our social workers, some to have more or less depending on the complexity of their caseload)

• Reduce the number of children we look after by up to 15% within 2023/24

Children & Family Services

Further 15% reduction on end of year 2023/24 figures

• Review the impact of the Children Looked After Reduction Strategy and develop as necessary

Children & Family Services

Review completed by September 2024 and strategy developed as required

• Review and develop a broad range of provision / accommodation for children looked after who require specialist provision in order to ensure consistency of placement and reduce profit in care

Children & Family Services

To continue to review and develop, in line with timescales, as set out in WG’s eliminate profit for care agenda by 2027

Torfaen’s Play Sufficiency Action Plan

• Continue to work with the community and schools to tailor our play provision offer to the community/schools needs

Play Service

Over 100 different play related projects delivered to communities and schools each year

1,600 pupils accessing play related projects in schools, each year

4,500 accessing community play provisions, each year

• Provide play support packages to children and young people who require additional support

Play Service

200 play projects delivered per year accessing weekend play and respite and holiday provisions by March 2025

• Promote take up of eligible Primary Free School Meals, to reach 75%

Catering & Cleaning Service

75% take up of primary school meals by March 2025

• Support 90% of all young people in need of prevention and intervention for Anti-Social Behaviour (ASB) to exit the process with a positive outcome 

PSSU

90% of young people achieving a positive outcome

• Engage more young people in the Positive Futures programme using sport to reduce levels of anti-social behaviour

200 young people engaged in positive futures programme by March 2025

• Work across the council in order develop community resilience and reduce the need for and burden on statutory services

Children & Family Services

Reduction of demand / referrals

Reduction of Children Looked After from end of March 2024 baseline.

Ongoing throughout 2024/25

• To maximise benefits take up for customers by providing advice as required and referrals as appropriate (demand led)

Deputy Chief Executive - Resources

Advice provided via referrals as appropriate

• To administer Housing Benefits accurately in line with DWP regulations (demand led)

£24 million Housing Benefits awarded

• To award Discretionary Housing Payments in line with the relevant council policy

• To administer the Council Tax Reduction Scheme efficiently (demand led)

• To award Free School Meals 

• To award school uniform grants

Deputy Chief Executive - Resources

3,600 school uniform grants awarded

• To award guardianship/adoption payments

200 guardian/adoption payments awarded

• To carry out social care means testing assessments

1,000 social care means test assessments completed

• Using the learning from the North Area pilot seek a provider to pilot in the South Area to inform a future patched based commissioning model which will improve outcomes for residents and capacity in the domiciliary care market

Adult Services

Q3: Expressions of interest returned

Q4: Southern Patch in Place

• Increase the use of assistive technology to compliment or replace direct care services in order to support people to maintain and achieve greater levels of independence

Adult Services

Q3: Assistive Tech strategy in place

• Develop recruitment and retention interventions for all Social Care workers in Torfaen to enable a stable workforce to be able to be maintained

Adult Services

Q2: Scope of Intervention completed

• Implement & monitor the first years' performance of the new Information, Advice and Assistance Service  (IAA) Service (Front Door)

Adult Services

Q1: Service Implementation completed

Q3: System Review completed

• Implement & monitor the first years' performance of the new Reablement Service

Adult Services

Q1: Service Implementation completed

Q3: System Review completed

• Prepare procurement of a new Care Management System (for 2025/26 implementation)

Adult Services

• Review and align community commissioning (Major Third Sector Grant Review) to ensure that it aligns to the Advice, Assistance & Prevention requirements in each of our communities

Communities & Renewal

End April (Q1): Agree the scope for the Major Third Sector grant review including project milestones

Q2: Present recommendations for approval and timeline for implementation

Q3: Sign off

• Work with each Community Council to prepare an action plan for how we will work together  to improve resilience and wellbeing in their community

Communities & Renewal

Q1: Introduce and roll out trauma informed training into community hubs

Q1: Identify and empower community leaders to develop community infrastructure

Q2: Deliver "Train the Trainer" style training to community leaders

Q2: Align our community champions programme to Integrated Wellbeing Network Approach

Q3: Sign off

• Number of Community Connector case closures that were not subsequently opened to social care for assessment in the next 6 months

Communities & Renewal

100 Community Connector case closures not subsequently opened to social care for assessment in the next 6 months

• Record the number of Community Connector case closures who have maintained or improved independence

30 Community Connector case closures who have maintained or improved independence

• Participants who achieve an improvement in mental health & wellbeing on exit from the Building Resilient Communities programme

110 participants who have achieved an improvement in mental health & wellbeing on exit from the Building Resilient Communities programme

• Number of community halls delivering additional information, advice or assistance that meets the identified community wellbeing priorities

10 community halls delivering information, advice or assistance

• Maintain the proportion of people who find the libraries Job Claimants support service helpful at 98% or above

Customer, Digital, ICT & Libraries

98% of people find the job claimants support service helpful

Housing Support Grant

• Deliver the 2024/25 Rapid Rehousing Plan and Housing Support Grant programmes as part of our aim to prevent homelessness and provide individuals who are homeless with the right accommodation and support

PSSU

Q2: Completion of Pearl House & triage

Q3: Training Needs Audit

Q4: Decommission 14 Poor Quality TA Units

• Reshape and refocus the youth accommodation pathway in order to deliver better outcomes for young people in need and at risk of homelessness

• Add 20 additional supported housing units and realign supported accommodation provision to reduce those at risk of homelessness

• Prevent homelessness in at least 50% of cases where there is a risk of homelessness

• Percentage of households placed in temporary accommodation for 6 months or more at the end of each quarter

• Serve a total of 702,000 nutritious meals to primary pupils

Catering & Cleaning Service

702,000 meals served to primary pupils by March 2025

• We will secure affordable homes through the planning system

Planning and Building Control

Application led

• We will secure 150 affordable homes to market during the last 3 years of the County Plan.

Housing

50 homes (during 2024/25)

• We will improve housing standards and identify risks to health and safety by responding to and learning from complaints from residents about private rented properties

Housing Safety and Environmental Protection

March 2025

• Create and deliver a Food Strategy based upon the Growing Food Connections consultancy report aimed at delivering the Torfaen Good Food Priorities contained within the Torfaen Food Charter. This will be achieved by the creation of a comprehensive action plan for the year 2025-2026

Economic Development , Assets & Property

Strategy and Action Plan  in place by March 2025

• Deliver a business focused Food Development Grant Scheme

£150,000 - total 19 Food Development Grants to be provided

• Deliver a Community Food Scheme, supporting third sector community food projects to improve accessibility to affordable and healthy food.

Active Travel Plan

Capital City Region City Deal Regional Transport Plan

• Work with Network Rail and Office for Roads and Rail (ORR )to ensure the safe opening of Pontypool and New Inn Station

Highways

September 2024

• Deliver a suite of Active Travel schemes in 24/25 as per the approved Active Travel Delivery Plan (details to be provided as soon as confirmation of successful funding bids has been received)

Completion date for schemes March 2025.

Milestones to be entered when the delivery programme for each scheme is completed, subject to funding.

• Deliver Safe Routes in Communities projects (details to be provided as soon as confirmation of successful funding bids has been received)

March 2025

• Work collaboratively across the Cardiff City Region (CCR) to develop the Regional Transport Plan  identify local impacts and promote Torfaen needs

March 2025

• Assess the impact of the 20mph project and make any amendments in conjunction with 'Setting Local Speed Limit Guidance' which is due to be issued by WG in Spring 2024.

Highways

December 2024

• Increase to 95% the percentage of libraries customers who agree that the service has made a positive difference to their lives through the annual library at home service (Annual Measure)

Customer, Digital, ICT & Libraries

95% of customer agree service has made positive difference to their lives through the library service

• Increase the number of visits to public libraries during the year to 3,600 per 1,000 population

3,600 visits to public libraries (per 1,000 population)

• Collectively promote "Connect Torfaen Network" as the primary platform (digital and non-digital) for residents of Torfaen to access community led activity and support.

Communities & Renewal

Q1: Through the Connecting Torfaen Delivery Group Implement the recommendations of the Connect review (customer centred design)

Q2: Sign off  

Q1: Digital training and equipment loan programme implemented (BRC TEAM)

Climate

and Nature

Emergency

• Recycle 100 cycles for young people and families in need in Torfaen

Inspire Team

100 cycles recycled by March 2024

Climate

and Nature

Emergency

Action Plan

Project Apollo

• Deliver a data led energy reduction programme at TCBC owned and operated sites

Highways, Energy & Climate Change

March 2025

• Complete installation of 4 heat pump projects across our estate

December 2024

• Increase renewable energy generation and energy efficiency measures on TCBC sites

• Implementation of net zero fleet action plan and a data-led programme to drive down fleet emissions and increase savings

• Increase EV charger provision at Council sites for fleet, commuters and the wider public

• Adopt the Local Area Energy Plan

• Deliver the Torfaen Leisure Trust energy efficiency project to reduce their carbon emissions

• Developing an Action Plan to help drive down Scope 3 CO₂e emissions from areas we can influence (commuting, homeworking), through:
  • Improving access to data retained by TCBC, to enable a full analysis of our emissions (Commuting, homeworking).
  • Improving CO₂e analytics to enable directorates to take a more active role

Highways, Energy & Climate Change

March 2025

• We will complete the process to designate Blaensychan valley as a Local Nature Reserve (LNR) and implement the associated management plan to contribute to tackling climate change and enhancing biodiversity

Environment Team

March 2025

• We will work with communities and maximise funding opportunities to enhance the local natural environment, and the condition of local parks and public outdoor spaces

March 2025

• We will deliver the 2024/25 partnership agreement with Bron Afon, ensuring the sustainable management of ground and green space maintenance to support the needs of communities in Torfaen

Environment Team

March 2025

South East Wales Resilient Uplands

Green Infrastructure Strategy

• We will deliver the Resilient Uplands Project in partnership with Gwent Police, Commoners and other stakeholders to improve land management, water quality, grazing, biodiversity and carbon storage in South East Wales Uplands

Environment Team

March 2025

• We will produce new Management Plans for urban parks, setting-out objectives for their management and improvement to promote greener and cleaner urban environments.

March 2025

• Identify how we intend to increase recycling to ensure we meet WG targets and create associated action plan for delivery (Linked to Work Stream 2 - Recycling Offer).

Waste & Recycling Team

Spring 2025

• Take forward our plans to build a new recycling sorting facility with work to begin within planning timeframe (Linked to Work Stream 3 - Infrastructure).

December 2024

• Support Council and private businesses to be compliant with emerging recycling law changes so they can recycle more (Linked to Work Stream 4 - Business Recycling).

April 2024

• Develop, consult and seek approval for an enforcement policy /process (Linked to Workstream 5 Behaviour Change).

September 2024

• Deliver a "Raise the Rate" behaviour change education and engagement campaign to increase recycling rates (phase 2)

Q1 2024/25

• We will monitor air quality within the borough, identifying and reporting any need to take action to protect public health and the environment

Housing Safety and Environmental Protection

March 2025

• Establish a baseline for the Council's digital carbon footprint (covering: Council’s cloud-based emissions, embodied carbon in hardware and energy used by servers

Customer, Digital, ICT & Libraries

Q1-3 Liaison with system admins, SRS, Vantage; Q4 - baseline established

• Support 25 young people to engage in youth entrepreneurial activities

Inspire Team

25 young people supported to engage in youth entrepreneurial activities by March 25

• 10 business decarbonisation plans developed (via the SPF energy project)

Highways, Energy & Climate Change

March 2025

• 3 low or zero carbon energy infrastructure projects installed (via the SPF energy project)

• 1 Community Electric Vehicle Scheme supported

• We will engage with businesses in connection with planning applications and make decisions in line with the LDP

Planning & Building Control

Application led

• Manage the commercial property portfolio to support SME growth and maximise occupancy

Economic Development, Assets & Property

March 2025

• Create and implement an Investment Prospectus to promote the refurbishment and establishment of new industrial land

Economic Development, Assets and Property

March 2025

• Establish a flagship innovation campus around the Grange University Hospital

Further Review December 2024

• Deliver the business case for the Springboard Business Innovation Centre to become a hub in a network of innovation spaces for new and emerging businesses.

March 2027

• Implement the Business Direct business gateway (Business Support SPF project) as the single point of contact for business customer journeys, including developing and delivering the Torfaen Business Engagement Framework

March 2025

• Deliver the Business Innovation Eco-system Shared Prosperity Fund (SPF) project

March 2025

• Support the delivery of the Torfaen Strategic Forum SPF Project

March 2025

• Prepare a new comprehensive and integrated Five Year Asset Management Strategy and Implementation/Investment Plan

September 2024

• ­Increase occupancy in the Indoor Market

• Support Implementation Leads and 8 new schools to access the Whole School Approach (WSA) to Emotional Health and Mental Wellbeing Self-Evaluation tool

Healthy Schools

8 new schools recruited to access Whole School Approach to emotional health and mental wellbeing self-evaluation tool

Food and Feed Law Enforcement Service Plan 2024/25

Public Protection Service Enforcement and Compliance Policy

• We will carry out food hygiene inspections of food establishments, and take appropriate enforcement action where non-compliances are identified to ensure food safety

Food & Health Protection

March 2025

• We will carry out food standards inspections of food establishments to ensure food is safe and what it says it is

• We will protect people at risk of harm from the illegal sale of vapes by undertaking interventions to ensure traders who supply them comply with relevant laws

Licensing & Trading Standards

Carry out 2 multi-agency projects by March 2025

• Increase the offer of holistic well-being options for young people through youth work activity, led and designed by young people accessing the service

Youth Service

2,000 young people offered holistic well-being options by March 25

Local Development Plan Implementation

S106 projects for play

Play sufficiency audit

• Deliver the Llantarnam 3G pitch project

Capital Projects, Access & Engagement

Completed by end of financial year 2024/25

• Develop volunteering programme guidance to support opportunities for volunteer delivery of activity alongside the Council 

Communities & Renewal

Q1: Y/N Leadership Team decision on whether to undertake corporate volunteering opportunities

Q1: Guidance developed and approved

Q2: Volunteering promotion campaign (internal projects and services)

Q3: Sign off

• Complete Sport & Leisure Strategy

PSSU

Completed Q3 of 2024/25

• Percentage of schools worked with to support them to encourage 60 minutes of exercise per day for pupils

PSSU

90% of schools worked with and supported to encourage 60 minutes of exercise per day

Local Development Plan Implementation

S106 projects for play

Play sufficiency audit

• Blaenavon Tennis Courts refurbishment and upgrade

• Complete the farm renovation and introduce the new visitor offer and business operating model

Communities & Renewal

Q1: Capital works tendered

Q2: Marketing campaign launch

Q3: Capital works completed

Q4: Staff recruitment and training

Q4: Relaunch arrangements confirmed

• Commence works (phased) as part of our multi-year aim to take the Blaengafog Brook on the British out of culverts and into a new channel as the first stage of the British masterplan

Communities & Renewal

Q1: Determination of Flood alleviation fund

Q1: Submission of Coal Tip Fund application

Q2: Determination of Coal Tip fund application

Q3: Works tendered

Q4: Commencement of work

• Progress feasibility work with IDRIS to explore the heritage trails, green energy, agriculture and tourism opportunities relating to the wider masterplan for the British.

Q1: Joint Venture agreement in place

Q4: Feasibility Study completed

Q4: Yes/No decision on business case

Economy and Skills
Strategy - Pontypool Placemaking Plan

• Implement the Pontypool Levelling Up Fund projects to rejuvenate our town centres and encourage a night-time economy with more visitors enjoying good quality places to eat and drink

Communities & Renewal

Economic Development, Assets & Property

Q1: Works tendered on Café and Car park

Q2: Construction works commenced

Q4: Cafe Franchise tendered (Park Entrance Cafe)

Economy and Skills Strategy -
Cwmbran Placemaking Plan

• Set up the Cwmbran Town Board to deliver the first phases of the Cwmbran Placemaking Plan and to agree the Long-Term Plan for Towns.

Q1: Develop loan application for Monmouth Square for submission to WG

Q2: Submission of long term plan for towns proposal

Q3: Yes/No decision on Gwent House

Q4: Completion of Gwent Square (former HoF)

• Promote Torfaen as a ‘Destination’, working with our outstanding visitor attractions so that we can offer attractive packages for day and overnight visitors that include venues throughout the Borough

Communities & Renewal

Q1: Consider and implement the findings of the Blaenavon Community Tourism Workshops

Q2: Commission works to progress the Destination Torfaen Concept

• Deliver the first phase of the agreed action plan for the Monmouthshire & Brecon Canal to improve facilities for local canal users and start to build the case for canal restoration

Communities & Renewal

Q1 Deliver 2 volunteer events (balsam bashing)

Q2: Develop a canal management plan with the Canal Operations Group

Q2: Develop a canal management plan

Q2: Develop a brand for the canal destination

Q3: Deliver 26 canalside wellbeing events (yoga)

Q4: Establish a canal volunteer programme

• Develop Coal Tip Management Strategy & Delivery Plan to protect and enhance the local environment and keep our communities safe from future risks, once Welsh Government Guidance is published.

Highways, Energy & Climate Change

Plan produced by March 2025 subject to receiving WG guidance

• Delivery of Camera Car project to help minimise indiscriminate parking, improve access for public services and improve the public highway to ensure it is free from obstructions creating a safe environment for all.

Highways, Energy & Climate Change

July 2025

Public Protection Service Enforcement and Compliance Policy

Litter & Fly Tipping Action Plan

• We will undertake surveillance initiatives, in collaboration with Streetscene, to identify those involved in fly-tipping and take enforcement action where appropriate

Housing Safety & Environmental Protection

March 2025

Litter and Fly-Tipping Strategy 2021-2026

Green Infrastructure Strategy

• We will work with organisations and communities to deliver initiatives and encourage greater focus on preventing litter and fly-tipping to protect the local environment

Public Protection Service Enforcement and Compliance Policy

Green Infrastructure Strategy

• We will review the Public Space Protection Order (PSPO) for dog controls in Torfaen to evaluate its effectiveness in addressing anti-social behaviour caused by irresponsible dog owners and to determine if any changes are necessary

• Establish a volunteer programme to enable the delivery of a ‘Read To Me’ Service which will bring the therapeutic benefits of shared reading to customers that are socially isolated and vulnerable.

Customer, Digital, ICT & Libraries

“Read to Me” volunteer Programme in place by Q2 of 2024/24

• Redesign operating models at all 3 Customer Care centres; exploring opportunities for working out in the community to better meet and manage customer demand

Customer, Digital, ICT and Libraries

Q1: Develop outline options to inform community engagement; Community Engagement activity

Q2: Options appraisal and decision; Customer Care branding/communications plan; staff training; implementation

Q3: onwards - delivery and review

• Implement findings of the feasibility study for a collaborative data platform to provide a Single View of the Child solution

Q1: Review findings of study; Develop proposals with SRS

Q2: Test/trial data

• In partnership with the assistive Tech Team and Cwmpass, deliver a programme of assistive technology workshops in libraries to help people stay connected and safe and build resilience

Assistive Technology programme in place by Q1 of 2024/25

• Development of a clear and efficient process with speed in mind for deployment of sensors (a fast-food service of long range wide area network (LoRaWAN))

Dependent on gateway coverage & SPF funding,

Q3: develop and test long range wide area network (LoRaWAN) process for service areas.

Q4: go live with approved process.

Digital First Customer Strategy

• Reduce the "Call Torfaen" abandoned call rate for 'Adult Social Care and Blue Badges' to 2% of calls

Customer, Digital, ICT & Libraries

<2% of calls abandoned for Adult Social Care and Blue Badges

• Reduce the "Call Torfaen" abandoned call rate for 'Benefits' to 8% of calls

<8% of calls abandoned for Benefits

• Reduce the "Call Torfaen" abandoned call rate for Council Tax to 8% of calls

• Sustain the "Call Torfaen" abandoned call rate for all other services at 10%

• Reduce the "Call Torfaen" average wait time for Adult Social Care and Blue Badge calls to under 60 seconds.

• Reduce the "Call Torfaen" average wait time for Benefits calls to 300 seconds

• Reduce the "Call Torfaen" average wait time for Council Tax calls to 360 seconds

• Maintain the "Call Torfaen" average wait time for 'all other Services' calls at 360 seconds.

• Capture service user perspectives and undertake a residents survey to inform council decisions.

PSSU

Project complete by Q4 24/25

• Register 98% of births within 42 days

PSSU

98% of births registered within 42 days

• Register 98% of still births within 42 days

98% of still births registered within 42 days

• Register 90% of deaths (without coronial involvement) following receipt of documentation to register the death within 5 days'

90% of deaths registered, following receipt of documents within 5 days (without coronial involvement)