Desired Outcome
Priority Progress
Desired Outcome
Priority Progress
Develop a skilled and
trained workforce
Maximise income streams
Manage and improve our
resources and processes
Seek new opportunities
Ensure a strong financial
base
Provide effective
leadership
Support staff to provide
high quality customer
service
Provide an appropriate
range of products and
services
Improve the quality of
customer service
Improve customer
interactions
All staff are trained and
resourced to meet the
needs of our customers
Become a more selfsufficient business
Become more efficient
Have a wide range of
services and activities
appropriate to the market
and resources of FSLT
FSLT have enough money
to be able to offer the
products and services it
deems appropriate to its
market
All staff are clear about the
direction of FSLT and their
contribution to it
Improve the level of
customer satisfaction
Maximise attendances
Delivery of products and
services people want
To be ahead of delivering
industry trends in Fife
Increase customer
retention
A reduced number of
complaints relating to
customer service
Make it easier for customers
to do business with us
• 25 planned activities delivered within the Human
Resources Action Plan
• 60 Learning and Development activities delivered
within the Learning and Development Programme
• The introduction of a new Marketing Strategy
• Action Plans developed for the Leisure Active
Membership Scheme and Aquatics Programme
• New income stream initiatives developed which included
the introduction of on-site advertising, a Sales
Development Plan and the expansion of the Learn to
Swim Programme
• The introduction of a Branding Strategy
• A review of the administration resource within sport and
leisure facilities completed
• FSLT participated in a Fife Council Procurement initiative
for the provision of a new computerised Leisure
Information Management System
• The introduction of KPIs for the newly established Sport
and Physical Activity Team
• Periodic reviews were undertaken to ensure that the
activity programme remained fit for purpose with new
initiatives replacing low use activities
• A three year funding agreement (subject to Fife Council's
financial position) agreed with the local authority
• A review of the current Corporate Strategy 2017/20
completed
• A review of the Chief Operating Officer's management
structure completed
• A new frontline services structure implemented
• 18 volunteers recruited to support the Health
and Wellbeing Team
• Summer Free Swim and Quid-a-Kid initiatives
delivered (£140k investment from Fife Council)
• 95 Health and Physical Activity classes
delivered each week
• Capital development projects undertaken at
Levenmouth Swimming Pool and Sports Centre
and Dalgety Bay Sports and Leisure Centre
(£1.35m investment from Fife Council)
• The Learn to Swim Programme expanded
• Continued with the online booking facility
• Refreshed FSLT's website
• Enhanced FSLT's social media sites
Strategic Objective 2. Improving the Customer Experience
Strategic Objective 1. Growing the Business.