corporate success factor performance report – … success factor performance report – quarter 3...

Corporate Success Factor Performance Report – Quarter 3 (2007/08) CPU030

Performance Monitoring Scrutiny Panel Monday 3rd March 2008 By: Lise Sorensen, Project Support Officer 01293 438519 Key points:

1. 52% of the 29 quarterly Corporate Success Factors is on target in Q3. In quarter 2 the level was 64%.

2. The short and long term trend of BV9, BV12 and BV66a is now compared

seasonally. 3. 14 of the 29 indicators have improved on the quarter and 18 have improved on a

long term basis, based on the average of 4 previous quarters performance.

1

Quarter 3 Corporate Success Factors 2007/08 - Quarterly PIsThe Corporate Success Factor report is based on a selection of Performance Indicators reflecting our priorities in the Corporate Plan 'Aiming forExcellence' and the health of our organisation.-In order to achieve high standard of data quality for our performance information, Crawley Borough Council have Data Quality Managerswho are responsible for checking and verifying the data outturns. They have final sign off before the data become active on our performancemanagement system, Covalent, and features within this performance report.-A high level summary chart of the Councils performance against our Corporate Success Factors this quarter is shown below. The overallperformance level for Q2 was 64% (18) Green, 7% (2) Amber, 21% (6) Red and 7% (2) Unknown.-Report Number: CPU30

Report Author: Lise SorensenGenerated on: 14 February 2008

A1 Our Communities

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode

Short NameDirectorate& Division

DataQuality

Manager Value Value Value Value ValueQuarterly

TargetAim To

ShortTrend

LongTrend

Latest Commentary

BV78a

Speed ofprocessing in days- new HB/CTBclaims

DirectorateResources;

Division

DaveRawlings;Gail Yates

14.4 14.4 14.8 11.4 9.8

20.0Aim To

Minimise

18 January 2008The continued focus on new ways of workinghas lead to a significant performanceimprovement, with the year to date figure well

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality

Manager Value Value Value Value Value

QuarterlyTarget

Aim ToShortTrend

LongTrend

Latest Commentary

2

CustomerServices

below the target. Importantly these changeshave also drastically reduced the end to endto end time from the customer's perspective.

BV78b

Speed ofprocessing indays - changes ofcircumstances forHB/CTB claims


DivisionCustomerServices


7.7 7.2 9.3 5.3 6.6

11.0Aim To

Minimise

18 January 2008The continued focus on new ways of workinghas lead to a significant performanceimprovement, with the year to date figure wellbelow the target.

BV127aViolent Crime per1,000 Population

DirectorateCommunityServices;Division

CommunityServices

DonEdwardson

7.4 8.3 6.7 7.1 5.7

7.1Aim To

Minimise

22 January 2008Police and partnership resources have beenspecifically targeting public place violentcrime in the town centre on Fridays andSaturday nights between 8pm and 3am andseems to be making an impact.It is worth noting that 40% of all recordedviolent crimes, 70% of all recorded stabbingsand beatings,78% of all recorded assaultsand 88% of all recorded criminal damagecases are committed whilst offenders areunder the influence of alcohol.

BV183b

Length of stayin temporaryaccommodation(Hostel) in weeks

DirectorateEnvironment& Housing;

DivisionHousingStrategicServices

Mark Dow

39 41.8 24.48 40.52 37.7

35Aim To

Minimise

21 January 2008Performance has improved over Q2and Q3 for 06/07 but is impacted by thesupply of accommodation, allocationpolicy,management practices within hostelsand tenants' engagement in the ChoiceBased Lettings Scheme. Amendments toallocations policy made Dec/Jan are gearedtowards improving performance further. Areview of hostels management is planned forQ1 08/09

BV212

Average timetaken to re-let localauthority housing(in days) YTD


DivisionCrawleyHomes

BeatriceMaunder

23 24 31 24 21

25Aim To

Minimise

18 January 2008Performance here has again been excellentwith a cumulative average of 21 daysachieved on year to date in Q3. Monthlynon-cumulative performance is well abovetarget with 14.8, 15.8, and 14.3 days havingbeen achieved for October, November andDecember.

BV213PreventingHomelessness- number of


Mark Dow

0 1 1 1 1

1Aim To

Maximise

15 January 2008The indicator is calculated per 1000 of thehouseholds in the Borough and is reported

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


QuarterlyTarget

Aim ToShortTrend

LongTrend

Latest Commentary

3

households wherehomelessnessprevented(per thousandhouseholds)


with no decimals. Improvements are beingmade in the recording of homeless preventionto ensure that all cases eligible are includedin the calculation of this indicator. UpperQuartile performance is now 4.Whilst the overall annual target is 5 thequarterly target is actually 1.25, however thisis not shown as the indicator must be reportwith 0 decimal places and the full target istherefore not shown.The indicator is thereforeoff target for the quarter.

CH-SMPR-39a

Average waittime for A & A'major worksover £500' fromreferral receivedto installationcompleted(months)



BeatriceMaunder

11.5 10.78 5.57 6.33 7.23

3Aim To

Minimise

31 January 2008The waiting times are subject to continuousfluctuation due to the changing number ofreferrals recieved, and the different pointsallocated to each referral. Also, the BO reporthas recently been changed to show waitingtimes for refrrals under £500, and for thoseover £500. Therefore, insufficient time haslapsed to show any meaningful trends.

CH-SMPR-39b

Average waittime for A & A'minor worksunder £500' fromreferral receivedto installationcompleted(months)



BeatriceMaunder

0

3Aim To

Minimise

CH5

The average timetaken to completenon urgent repairs(in days) YTD



BeatriceMaunder

26.5 27.13 27.46 26.68 25.06

21Aim To

Minimise

11 February 2008The quarterly figure reported is the Year toDate figure. Data is also captured for a rolling3 month figure, which is 20.70 for Q3.This indicator is to monitor overallperformance in the time taken to completenon urgent repairs to ensure tenantsreceive an appropriate and timely service inresponding to repairs classified in the routinecategory and measured against Governmenttargets.A calculation is performed to add the datafor standard and non urgent together to givean overall average number of days taken tocomplete the works.

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


QuarterlyTarget

Aim ToShortTrend

LongTrend

Latest Commentary

4

CH16a

Percentage ofemergency (P1)responsive repairscarried out inaccordance withtarget timescalesYTD



BeatriceMaunder

62.9% 64.1% 79.7% 84.3% 88.04%

100%Aim To

Maximise

31 January 2008Performance has improved in the past 3months with October 96.1%, November95.7% and December 96.98%Definition: The percentage of priority 1 emergencyrepairs completed within the Governmenttimescale of 1 day.Aim/Purpose:To ensure tenants receive an appropriateand timely service in responding to repairsclassified in the emergency category andmeasured against Government targets.Quarterly figure is shown cumulatively.

HSS21

The number ofnew housing unitscompleted duringthe year throughthe enabling role



Mark Dow;Helen

O'Gorman

83 16 41 96 35

143.25Aim To

Maximise

16 January 2008At the end of quarter 3 there have been 172completions, which is above target to date.The target for the year is 191 which will beexceeded in quarter 4.

5

A2 Our Environment

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


TargetAim To

ShortTrend

LongTrend

Latest Commentary

BV82a(i)% of HouseholdWaste Recycled

DirectorateCommunityServices;DivisionAmenityServices

SusanBarrett;Peter

Browning;Chris Harris

26.61% 27.72% 27.55% 27.21% 27.30%

30.00%Aim To

Maximise

03 January 2008Q3. Oct - Dec 07 To be confirmd by theEnvironment Agency in Feb 08 once formaltonnage data is released by WSCC.

BV82b(i)% of HouseholdWaste Composted


SusanBarrett;Peter


.27% .00% .50% .53% .20%

.27%Aim To

Maximise

03 January 2008Q3. Oct - Dec 07 Figure to be confirmedby Environment Agency once WSCC havereleased their tonnage figures. Confirmationexpected Feb 08. Green bag service stoppedearly November. Green bin service to beintroduced March 2008

BV84a

HouseholdWaste Collection(kilograms perhead)


SusanBarrett;Peter


83.7kg 89.0kg 82.1kg 82.0kg 83.0kg

93.0kgAim To

Minimise

15 January 2008Q3 Oct-Dec 2007: To be confirmed by theEnvironment Agency once WSCC havereleased their tonnage data. Confirmationexpected Feb 08

BV199a

Local Street andEnvironmentalCleanliness Litter& Detritus (% landassessed belowan acceptablelevel)


SusanBarrett;Peter

Browning

7% 9% N/A 11% 10%

24%Aim To

Minimise

03 January 2008Q3: Oct - Dec 2007. Survey undertaken 3times per year. This figure is the actual figuretaken from survey 2 which is from 1st Aug to30 Nov 07. Litter and detritus scores low dueto reporting and cleansing of known hotspots,and weekly removal of litter from areas ofconcern..

BV199b

Local Street andEnvironmentalCleanliness -Graffiti (% landwith unacceptablelevels visible)


SusanBarrett;Peter

Browning

0% 0% N/A 0% 0%

1%Aim To

Minimise

03 January 2008Q3: Oct - Dec 07 BV199b. The survey isundertaken 3 times per year.This figure is the actual figure taken fromsurvey 2 undertaken from 1st Aug to 30 Nov07Graffiti is not a problem in Crawley due to therapid removal system we have in place by ourgraffiti removal team.

BV199c

Local Street andEnvironmentalCleanliness -Fly-posting levels(% land with

DirectorateCommunityServices;Division

SusanBarrett;Peter

Browning

0% 0% N/A 0% 0%

1%Aim To

Minimise

03 January 2008Q3: Oct- Dec 07The survey is undertaken 3 times per year.

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


QuarterlyTarget

Aim ToShortTrend

LongTrend

Latest Commentary

6

unacceptablelevels visible)

AmenityServices

This figure is the actual figure taken fromsurvey 2 undertaken from 1st Aug to 30 Nov07

7

A3 Our Economy

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


TargetAim To

ShortTrend

LongTrend

Latest Commentary

PSP29

The numberof rent reviewsoutstanding for aperiod of 9 months(or more).


DivisionPS & P

MikePidgeon

42 40

Aim To

Minimise

22 January 200842 rent reviews were outstanding at the endof Q2 2007/08.Q3 2007/08 - Additional 9 rent reviews dueduring Q3 and 11 were completed. Thisleaves 40 outstanding at the end of Q3.Target is to be confirmed and thus a statussymbol is not yet applied.

8

A4 Our Council

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


TargetAim To

ShortTrend

LongTrend

Latest Commentary

BV8% of invoices paidon time


DivisionFinance

KarenHayes

93.57% 89.41% 88.38% 96.06% 93.29%

96.00%Aim To

Maximise

03 January 2008Cumulative figure is 92.62%.Environmental & Housing had the lowest %especially Crawley Homes with 86%.Democratic Services had the lowest at 83%.This is because in December 9 invoices wereprocessed out of which 3 were overdue.Fewer invoices processed pulled a higher %rate.

BV9% of Council Taxcollected




28.06% 11.37% 30.21% 28.24% 28.04%

28.00%Aim To

Maximise

18 January 2008The use of the full range of effective recoveryactions and an excellent and focused teamattitude has meant a continuation in the trendof improved collection rate. It is anticipatedthat the end of year figure will be ahead oftarget. Cumulative figure is 86.49% against acumulative target of 86.10% in Q3.

BV12Working Days LostDue to SicknessAbsence

DirectorateChief

Executive;DivisionHR & D

SarahBarnes

2.20 2.20 1.80 1.80 2.20

2.07Aim To

Minimise

15 January 2008Average days sickness per employee forQuarter 3 is 2.2 days. The cumulative figureis 5.8 days.

BV66a

Rent Collectionand ArrearsRecovery -proportion of rentcollected



BeatriceMaunder

97.84% 98.14% 96.51% 97.24% 97.80%

98.40%Aim To

Maximise

18 January 2008This is a cumulativee performance indicator.A collection rate of 97.80% against a yearend collection rate of 98.40% has beenachieved.Collection is on on track to achievethe year end target and the collection rateat quarter 3 is similar to the collection rateachieved at this stage last year. TM

BV109aMajor applicationsdetermined in 13weeks


DivisionPlanningServices

PaulFairham

50.00% 71.00% 60.00% 50.00% 50.00%

63.00%Aim To

Maximise

12 February 2008CR/2007/0563/OUT Residential and relateddevelopment Site of Former CommunityCollege Lady Margaret Road Ifield - Refusedwithin targetCR/2007/0220/FUL Decked Car Park andnew Atrium/Glazed Elevation Tesco StoresHazelwick Avenue - Permitted but not withintarget

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


QuarterlyTarget

Aim ToShortTrend

LongTrend

Latest Commentary

9

BV109bMinor applicationsdetermined in 8weeks



PaulFairham

69.00% 68.00% 69.00% 68.00% 75.00%

68.00%Aim To

Maximise

BV109c

PlanningApplications:'Other' applicationsdetermined in 8week



PaulFairham

86.00% 86.00% 85.00% 87.00% 85.00%

83.00%Aim To

Maximise

Cust7cPercentage ofcalls abandoned -all calls



DaveRawlings

11% 9% 9% 7% 7%

12%Aim To

Minimise

08 January 2008This quarter saw a consolidation ofperformance and has kept the abandonedrate to 8%, well ahead of target

Cust17cAverage telephonewaiting time - allcalls (in seconds)



DaveRawlings

56 53 49 41 36

54Aim To

Minimise

08 January 2008The Improved performance in Q2 continuedin to Q3 and has seen the year to date figurebrought down to 42 seconds, well inside thetarget

Fin13% sundry debtscollected


DivisionFinance

KarenHayes

76% 78% 80.73%

95%Aim To

Maximise

31 January 2008The % of sundry debts collected in Q3 is80.73%. There is 3.5% improvement overQuarter 2 and 6.2% improvement overQuarter 1.

Fin14

% projectedunderspend oroverspend ofcurrent yearsbudget


DivisionFinance

KarenHayes

-6.64% -9.48%

Data Only22 January 2008Underspend at Quarter 3 of £1.631m againsta budget before use of reserves of £17.195m

PI Status Long Term Trends Short Term Trends

This PI is significantly belowtarget.

The value of this PI hasimproved in the long term.

The value of this PI hasimproved in the short term.

This PI is slightly belowtarget.

The value of this PI hasworsened in the long term.

The value of this PI hasworsened in the short term.

Q32006/07

Q42006/07

Q12007/08

Q22007/08

Q32007/08Status

PICode


DataQuality


QuarterlyTarget

Aim ToShortTrend

LongTrend

Latest Commentary

10

This PI is on target. The value of this PI has notchanged in the long term.

The value of this PI has notchanged in the short term.

This PI cannot be calculated.

This PI is a data-only PI.

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