Plaid Cymru

Speeches and questions

Speeches and questions in Plenary and in committees, newest first. The Llywydd's and deputies' chairing of Plenary is left out.

5,536 speeches and questions

16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
And just to say, I did visit your stand at the Eisteddfod, and it was very good to see you there—but that's just a personal opinion. We're going to move on to Peter, and we're getting a little bit short on time, so we're going to move on at pace, if we can.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Rhianon, we'll come back to you.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
I know Peter wants to come in just before—. I'll come back to you in a second, Rhianon, okay?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
—so you do know what the—. If you were to split that KPI, do you know now what that split is? Do you know roughly where it’s at?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
In your management meetings and looking at the cases and the KPIs, that disaggregated data is there—
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Is that on both sides of—?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Great. Well, welcome, Rhianon. I'm glad the traffic sorted itself out for you. So, can I ask you to come in at question 7, please?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
And how it's presented in an annual report so that we can, maybe, get an idea of what's happening. Because the people who are happy, we probably don't necessarily need to focus too much on, it's that dissatisfaction and how that's managed that is probably—
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
—some of that detail that you went into, because then we can see a flavour of what's set there. So, it might be something to take away, it might be something that we could possibly, in our report, reflect some of that.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
The one thing that might be useful on this is in your report, if you've got the disaggregated data that says about the people who are satisfied with the outcome of their complaint and not, whether or not you give any thought to showing—because there's quite a…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
I take your point there, and I’ll bring Mike in in just a second. When it comes to measuring that and the questions that you ask within that, is it a blunt question, ‘Are you happy or not?’ Or do you go into, ‘Are you happy about this, that and the other,’…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Okay, fine, no problem.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Are you sure, or was it on that previous point?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Fine. I see that Rhianon has joined us. Welcome, Rhianon. I'm just coming to the last of my questions and then I'll come over to you. We're on pack page 176, I believe, so that's just for your reference. So, the number of people—and I think Chris touched on…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
So, even if you've got pressure on other parts of the organisation, you don't leave—. Because one of the ways of managing a budget that's tight is to leave a role vacant and use that money then for other aspects, but that's not the strategy that you've gone…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
So, your cases are higher by about 17 per cent this year than the previous year, because I think you received 9,863 cases this year as opposed to 9,328 the previous year. Can you outline how you've dealt with the increase in cases and what pressures that has…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
And the feedback has been quite good on the whole, coming back from the public.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
And managing their expectations, does that then come from historical data saying, 'Well, this type of complaint usually takes this long', therefore that's where you set it, or—? So, if somebody comes to you and says, 'I've got this complaint', it's this type…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Sorry, I jumped in ahead of you.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Can you give us a flavour of what that looks like? What is service quality?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Eighty per cent. Okay. Chris, did you want to add anything to that?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
And what's the higher target?
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
So, you've no intention of changing that target; it's that you had to work towards it and it's actually improving service quality.
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
The proportion of service quality reviews deemed satisfactory or better was only 67 per cent, against your target of 75 per cent. So, I suppose, going from the conversation we’ve just had about KPIs and targets—this is the first year of the KPI—does that…
16 October 2024Finance Committee
Public Services Ombudsman for Wales - Scrutiny of Annual Report and Accounts 2023-24, and Estimate 2025-26: Evidence session
Thank you. Great. Sorry, I stopped you in mid flow with that as well.