Date

15^th September 2003

Reporting Area

Customers

Lead Director

Sarah Berry

1. Progress / Issue Reporting

Progress Made

Issues to be addressed

Who

By When

Leadership

Updates on previous report

· Impacts of e-government and customer access reviewed with Heads of Service

· Translate common themes into strategic projects

CAP/E-gov

Jan 04

· Fortnightly briefings for Heads of Service

· Communication strategy to be maintained to ensure Member involvement

JF

Ongoing

·Strategic partnership with Hyder Business Services now in place

· Agree working arrangements between Customer Access Programme & the Business Improvement Service

CAP/BIS

asap

· Briefing meetings held with new executive members

· Ensuring E-government and Customer Access Programme are addressed in the corporate priorities

SB/JF

Jul 03

Leadership

· Agree and communicate priorities for Customer Access Programme for 2004/05

· Ensure understanding and commitment to programme governance and priorities

SB/JF

Oct 03

· Review of programme governance post election and strategic partnership

·

JF/SB

Oct 03

People

Updates on previous report

· Deployment of change management staff agreed

· Buy-in to programme aims and developments

JF/CY

Nov 03

· Business development manager appointed for Libraries & Information services

·

JF

· Successful recruitment process for Corporate Projects Manager post

·

Partnership & Resources

Two new members welcomed to the Local Strategic Partnership

Ensure new members are empowered to take an active role in the LSP

AT

Ongoing

Partnership & Resources

· Early talks with job centre plus and social security office about providing access to their services in library and Info Plus

·

JF

04/05

LSP to finalise Business Plan

·

AT

Nov 03

· Local Strategic Partnership meeting discussed Primary Care Trust Recovery Plan, focussing on ways of offering assistance by improved joint working

Policy and Strategy

· Customer Access schedule of services presented to Directors Group in July

· Detailed work with individual Heads of Service following schedule of services analysis

CAP

Ongoing

· Telephones improvement strategy research presentation made to Customer Access Programme staff and Heads of Service

· Business Improvement Service to produce Business Case and Project Plan to gain approval and funding to progress with project

CAP/BIS

Ongoing

· Funding model for one stop shops must be agreed and impacts identified for all service areas.

JF

· Project board finalised details around core and other projects and

· Agree how Business Improvement Service will function with Customer Access Programme

CAPB

Oct 03

Policy and Strategy

· Implementing Electronic Government report to be submitted by October to Office of Deputy Prime Minister

e-govt co-ordinator

Oct 03

· Community Strategy draft subject to wide-ranging consultation

· Important for Council and to consider the Community Strategy carefully in the light of their own priorities, plans and resources

MB, Executive, Council

Nov 03

Processes

· Kiosk pilot extended until end November

· Community Strategy BE feedback mechanism placed on kiosks

· Evaluation of Kiosks and role in e-gov web strategy to be defined

CAPM/e-gov coordinator

Nov 03

· Initial schedule of services agreed and training for staff on going. Schedule of further services to be agreed and subject to Business Process Re-engineering, Information Technology, customer demand etc.

· Business Process Re-engineering for identified services

Ongoing

· Report currently with Executive re continuation of pilot subject to funding Future funding to be determined as part of wider corporate advertising issue - research on going.

· Decision required to allow funding of Kiosks via advertising

e-gov. coordinator

Oct 03

· Level access work underway

· Formal Hollies launch when access complete

CQ

Dec 03

· Further development of partnerships for joint and individual surgeries

CQ

Ongoing

Processes

· Process mapping of Local Strategic Partnership working arrangements completed

· Terms of reference and arrangements for Partnership Review in place

· Implementation of plan for Partnerships Review

AE

· Inconsistencies in the way complaints are recorded.

· Corporate Complaints procedure to be reviewed

VH

DECOct 03

Performance Targets

No.

%

RED

0

0

AMBER

0

0

GREEN

14

87.5

NOT KNOWN

2

12.5

TOTAL

16

100

Ref No

Indicator

Best 25% of all English Councils

01/02

01/02 actual

02/03 actual

03/04 target

03/04 estimated outturn

Status

Comment

1a

Does the Council have a Community Strategy developed in collaboration with the Local Strategic Partnership?

N/a

New

No

Yes

Green

1d(ii)

If no, by when does the Council plan to have such a strategy in place?

N/a

New

New

Oct. 2003

n/a

n/a

3

% of citizens satisfied with the Council's overall service (only measured every 3 years)

70

N/a

Not Measured

58

Not measured 03/04

4

% of those making complaints satisfied with the handling of those complaints (only measured every 3 years)

43

N/a

Not Measured

40

Not measured 03/04

Local 40

Number of complaints to the Ombudsman classified as Maladministration

N/a

0

0

0

0

Green

156

% of Council buildings open to the public in which all public areas are suitable for and accessible to disabled people

(More investment has been made as a result of new legislation requiring the Council to make all its public buildings accessible)

47

13

25

35

35

Green

157

% of interactions which are being delivered using internet protocols or other paperless methods

(The Council is ahead of its schedule for making all transactions available electronically)

45

37

54

63

63

Green

Local 42

Number of applications for Charter Mark submitted

N/a

New

6

6

6

Green

Local 43

Number of successful applications

N/a

New

4

3

3

Green

Local 47

% of public seen within 10 minutes of a given appointment time to register a birth or a death or to give notice of a marriage

N/a

New

90

90

98

Green

Local 48

% of "Approved Premises" status for civil marriages being completed within 6 weeks

N/a

New

100

100

100

Green

177

% of expenditure on legal and advice services which is spent on services that have been awarded the Quality Mark

N/a

N/a

55

65

65

Green

QL6

Make more of our public buildings accessible

Do It

Green

De1

Ensure a Community Strategy is in place to focus action on the areas most important to local people and organisations

Do It

Green

Consultation on draft strategy ends 15^th September. Final draft to b issued November 03

De2

Improve customer access to services by increasing the proportion of Council services that can be accessed electronically to 63% and improving our telephone services

Do It

Green

De4

Work with our partners to support and monitor the improvements agreed as part of the Social Inclusion consultation projects in Keynsham and Snow Hill

Do It

Green

Evaluation report available

De6

Implement ways of making partnership working more effective

Do It

Green

Aim to report to DA January 04

New targets

Top 25%

02/03 actual

02/03 est.

2003/04 target

2003/04 expected out turn

status

comment

No of telephone calls to

B&NES Action Line

and R&B

n/a

No targets set by CAP but actuals measured monthly

% whole council calls answered within 20 secs

n/a

n/a

81%

Year to date

Number of customer visits at InfoPlus in Midsomer Norton

Cash machine users not included in above figures

n/a

4428

4121

n/a

n/a

n/a

32100

19478

Face to face enquiries

Users of new self service payments machine installed when Holies opened

Average waiting time at InfoPlus

3.02

n/a

n/a

2.55

Number of hits on the B&NES web site

1,096,923

n/a

n/a

1,233,069

Based on year to date

Website hits per head of population

Remain in top 10 of SOCITIM survey

3.14

n/a

Number of user hours on People's Network

n/a

n/a

n/a

n/a

60960

Based on year to date

117168 possible hours p.a.

% capacity of PN being used

n/a

n/a

n/a

Steady increase Aug 54% overall 88% for Bath central

Number of hits on the kiosks

n/a

77405

n/a

n/a

115347

Based on year to date