Meeting documents
Cabinet
Wednesday, 30th June, 2004
Report to Executive
4-Monthly Performance Report
|
Date |
16th April 2004 |
|
Reporting Area |
Customers |
|
Lead Director |
Sarah Berry |
SCOPE OF REPORTING AREA
Customer Access Programme, E-government,
Service Standards & Quality Schemes, Complaints,LSP & Partnerships
|
1. Progress / Issue Reporting |
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|
Progress Made |
Issues to be addressed |
Who |
By When |
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|
Leadership Updates on previous report |
· Prioritisation of projects addressed through partnership board |
· IEG strategy to be developed |
CAP/E-gov |
Jun 04 |
|
|
· March 04 Customer Access Programme Board agreed revised terms of reference and delegation of power to Staff Transfers Project Board until Sep 04. |
· Review of Customer Access portfolio of projects |
CAP/BIS |
May 04 |
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|
Leadership New items |
· Chief Executive initiated project to transfer customer facing teams in Action Line, Parking Shop, Riverside reception and cash offices in Guildhall and Keynsham into Customer Services, Libraries and Information. Transfer made on 1/04/04 |
· New management and operations arrangements to be determined and plans for transition developed |
CQ/JF/ |
Sep 04 |
|
|
People Updates on previous report |
· Information packs circulated to new LSP members and one-to-one meetings held |
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|
People New items |
· Virtual transfer of customer facing teams to Customer Services, Libraries and Information from 1st April · Change management workshops held for all managers in Customer Services, Libraries and Information to develop shared ethos and culture |
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B7 Induction of staff into Customer Services, Libraries and Information
B7 Transition to new management arrangements
CQ/MS
CQ
Apr 04
Sep 04
|
Partnership & Resources Updates on previous report |
· Discussions continuing with job centre and social security about delivering services through Infoplus |
· Further development of partnerships for joint and individual surgeries |
CQ |
May 04 |
|
LSP agreed Business Plan and Performance Management Framework in January 04: all actions now owned by partners |
On-line performance management system being developed for LSP members; half-day workshop planned for LSP members on joining-up services |
May 04 |
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|
Partnership & Resources New items |
· Racial Equality Council to hold surgeries at InfoPlus in Midsomer Norton. |
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|
Policy and Strategy Updates on previous report |
· Feasibility for telephones contact centre project produced and being circulated pre business case · Detailed work with individual Heads of Service following schedule of services analysis |
· Contact Centre business case to be completed by HBS |
HBS |
May 04 |
|
· Business case for the Customer Access Programme being revised for the Directors' Group and Executive |
· CAP business case to be presented to CAP board and Directors' Group · Clear decisions needed re implementation in context of Corporate Plan |
CAP/BIS |
May 04 |
|
|
· Response made to Regional Assembly document "Trends and Challenges for the South West- Key Issues for the South West |
AT |
Feb 04 |
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|
Policy and Strategy New items |
· Implementing Electronic Government 3 statement agreed by Office of Deputy Prime Minister |
· Corporate Plan and Service Plans need to show how e-govt target will be achieved |
e-govt co-ordinator or + Heads of Service |
Feb 04 |
|
Processes Updates on previous report |
B7 |
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|
· CitySpace attempting to identify options to fund Kiosks as free resource to B&NES |
· Funding to be identified or decision to remove will be required |
e-gov. coordinator |
Jun 04 |
|
|
· Final draft of Partnership Review Group report now being finalised |
· To go to DG |
AT |
May 04 |
|
|
Processes New items |
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· Inconsistencies in the way complaints are recorded. |
· Corporate Complaints procedure to be reviewed |
VH |
Oct 03 |
Reporting on targets and commitments made in the Performance Plan
Summary of Performance
|
Performance Targets |
No. |
% |
|
RED |
2 |
12.5 |
|
AMBER |
0 |
0 |
|
GREEN |
14 |
87.5 |
|
NOT KNOWN |
0 |
0 |
|
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 |
Agreed by LSP 11 November and Council 20 November |
|
|
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 |
N/A |
|
3 |
% of citizens satisfied with the Council's overall service (only measured every 3 years) |
70 |
N/a |
Not Measured |
58 |
50 |
Red |
|
|
4 |
% of those making complaints satisfied with the handling of those complaints (only measured every 3 years) |
43 |
N/a |
Not Measured |
40 |
35 |
Red |
|
|
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 93Approved Premises94 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 |
68 |
Green |
|
|
QL6 |
Make more of our public buildings accessible |
Do It |
Green |
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|
De1 |
Ensure a Community Strategy is in place to focus action on the areas most important to local people and organisations |
Do It |
Green |
Achieved- agreed LSP 11 November and at Council 20 November |
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|
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 |
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|
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 |
Presentation on Keynsham project made to LSP January 04, linked to Keynsham Town plan process and with Community Safety work; work on Snow Hill project is taking place with Local Partnerships team and links made in the Community Strategy. |
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|
De6 |
Implement ways of making partnership working more effective |
Do It |
Green |
Project sponsor Sarah Berry Project leader: Annalise Elliott |