Meeting documents
Cabinet
Wednesday, 4th September, 2002
Performance Report
Date |
4th September 2002 |
Executive Portfolio |
Customers |
Lead Director |
Sarah Berry |
SCOPE OF REPORTING AREA:
e, for the purposes of this report, is considered from the corporate perspectives of access to service (information), specification and achievement of service standards, research on customer wishes and views, and handling of complaints and partnership issues. The targets are drawn from the Local Performance Plan and are mainly whole Council ones. (Service-specific targets appear in other 4 monthly performance reports)
1. ANALYSIS OF ISSUES ARISING FROM RESULTS
|
Progress Made |
Issue to be addressed |
Who |
|
|
Leadership |
Executive portfolio and Overview and Scrutiny Panel established with responsibility for Customer Service. Briefing provided for full Executive and regular briefings offered to all Councillors on Customer Access Programme. Role and membership of Customer Access Programme Board reviewed and revised |
Ensure full involvement of all Heads of Service via fortnightly briefings to Head of Service group. Review Directors involvement in decision-making about Customer Access Programme and build in required reporting. |
Customer Access Programme Manager (CAPM) |
|
People Management |
Customer Service Manager appointed to work on establishment of Hollies "One Stop" service from mid September. More than 500 staff have now attended the Customer First Workshops and good feedback has been received. Workshops will continue to September Revenues and Benefits staff have now been co-located in Plymouth House and front office locations. Two phone teams have co-located to Plymouth House |
Additional HR support to be provided to undertake work on changes to Job Descriptions, etc. for "One Stop" Service. Briefings to be provided for all Team leaders on Customer Access Programme. Backlogs have developed in Revenues and Benefits due to disruption in period of chang-over. Recovery Plan being implemented Development of integrated approach to phone services |
CAPM/ HR Business Unit Manager CAPM/HR Training Manager Resources Director /Head of Revenues and Benefits As above |
|
Policy and Strategy |
Action Plan 2002/3 for Customer Access progressing well. |
Implementing Electronic Government Statement to be submitted to Central Government by end October. Will provide overview for further developments to end 2005 |
Corporate Director/ e-gov Co-ordinator |
|
Resources |
Further work on costing of Customer Access Programme/e-gov confirms estimate of £15m+ Model developed by Strategic Resource Planning for funding of corporate systems like National Land and Property Gazeteer. |
Shortfall in funding required to 2005 and need to attract additional external funding. Fixed term post to be established to advise on and support bidding for national funds. Prioritisation criteria for Customer Access /e-gov need to ensure that developments which produce early efficiency savings are identified |
Head of Strategic Resource Planning (HSRP) CAPM/HSRP |
|
Processes |
5 pilot on-street kiosks in operation. Plans agreed for Hollies accommodation for "One Stop" shop Business Process Change Pilots have been completed with Vanguard consultants, and initial feedback is very positive Corporate Project Management model developed and subject to consultation Displacement costing model developed and being implemented Voice Box surveys to regularly measure changes to levels of Customer Satisfaction. In depth research done to explore reasons why people are dis-satisfied with Council Work under way to apply for 6 additional Charter Marks by April '03 including Strategic Housing, Action Line, Registration Service, Revenues and Benefits, Education Service Corporate Complaints procedure reviewed |
Review of success of kiosks at mid year and proposals for future development including other related projects. Clarify Council policy re: use of advertising to fund kiosk provision Need to complete evaluation of the Vanguard pilots and determine future priorities. Need to ensure that agreed model is applied across B&NES Projects As above Concerted action needed across Council to raise Customer satisfaction levels. Particular targetted action in those services where B&NES is in bottom quartile. Review overall approach to Customer Research. Establish Consultation Board Provide feedback to consultees on outcomes of consultation and resulting action Services with Charter Marks to provide support to those making first applications Establishment of revised approach to corporate complaints handling and monitoring |
CAPM/ Head of Planning Services CAPM CE/Directors Hof S HofS/ Directors HofS Comms & Marketing Mgr Heads of Service HofS/Corporate Projects Officer Directors Group |
|
Performance Targets |
No. |
% |
|
RED |
0 |
0 |
|
AMBER |
1 |
6 |
|
GREEN |
15 |
88 |
|
NOT KNOWN |
1 |
6 |
|
TOTAL |
17 |
100 |
|
Ref. |
Indicator |
Top 25% |
2000/01 Actual |
2001/02 Estimate/Actual |
2002/3 Target |
Current |
2002/03 Estimated Outturn |
Status |
Comment |
|
1a |
Has the Authority established a timetable for preparing a community strategy that works towards a long-term sustainable vision for the area? Is there a suitable partnership in place |
Yes |
Mar-03 |
On-target |
Will be achieved |
G |
|||
|
2 |
Level of the Commission for Racial Equality's `Standard for Local Government' to which the authority conforms |
Level 1 |
Level 1 |
Level 2 |
Level 2 |
On-target |
Level 2 |
G |
|
|
p32 |
Implement new consultation procedures on the likely impact of proposed policies on the promotion of racial equality |
Do It |
On-target |
Will be achieved |
G |
||||
|
3 |
% of citizens satisfied with B&NES overall service |
70% |
60% (DTLR survey) |
+5% |
52% (Voicebox) |
60% |
A |
DTLR survey to be repeated 2003 |
|
|
4 |
% of those making complaints satisfied with the handling of those complaints |
43% |
40% (DTLR survey) |
43% |
40% |
40% |
See above |
||
|
5 |
Number of complaints classified as maladministration |
0 |
1 |
0 |
0 |
0 |
G |
||
|
156 |
Percentage of Authority's buildings open to the public in which all public areas are suitable for and accessible to disabled people |
12.8% |
12.8% |
14% |
14% |
14% |
G |
||
|
157 |
Percentage of interactions with the public, by type, which are capable of electronic service delivery and which are being delivered using internet protocols or other paperless methods |
30% |
40% |
49% |
49% |
G |
Being reviewed via revised IEG Statement |
||
|
Local01 |
Number of applications for Chartermark submitted |
3 |
6 |
6 |
6 |
6 |
G |
Some re- applications; some new ones under development |
|
|
Local02 |
Number of successful applications |
2 |
2 |
3 |
3 |
3 |
G |
Ditto |
|
|
p32 |
Extend the range of Registration Service ceremonies |
Do It |
Done |
Done |
G |
||||
|
Local 03 |
Percentage of public seen within 10 minutes of a given appointment time to register a birth or a death or to give notice of marriage |
75% |
85% |
90% |
90% |
G |
|||
|
Local 04 |
Percentage of "Approved Premises" status for civil marriage being completed within 6 weeks |
70% |
80% |
100% |
100% |
G |
|||
|
Local 05 |
Percentage of committees where public access was provided to draft minutes within 4 days |
75% |
85% |
95% |
95% |
G |
|||
|
177 |
Is the authority part of a Community Legal Service Partnership? |
Yes |
Yes |
Yes |
Yes |
G |
|||
|
p32 |
Implement new political arrangements to enhance Council decision-making |
Do It |
Done |
Done |
G |