project and key indicator scorecard q2 2014/15 results: … · 2016. 1. 6. · results the number...

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Project and Key Indicator scorecard – Q2 2014/15 results:

Basingstoke and Deane Borough Council Performance Management

Portfolio Holder

Q1 Total

Q2 Total

Q3 Total

Q4 Total

Economic

Improving economic vitality

P1 Impact of Basingstoke Town Centre Programme – Top of the Town

T Reid

P2 Regeneration of Basing View J Izett

Increasing skills and employment

P3 ESIMeC action plan

C Sanders

K1 NEET figures within the Borough

C Osselton Annual indicator.

Getting connected

P4 Junction 6 improvement work M Ruffell

K2 Broadband coverage across the Borough

R Jayawardena

Annual indicator.

Environmental

Planning policies that safeguard local distinctiveness

P5 Development of Neighbourhood Plans

M Ruffell

Protecting our environment

K3 Reduction in CO2 emissions

H Eachus 2013/14 results

Annual indicator. 2014/15 Results due in Q1 2015/16 report

K4 Open spaces managed for biodiversity

H Eachus Annual indicator.

K5 Increase in recycled household waste H Eachus

K6 Contamination rate of recycled household waste

H Eachus

K7 Clean streets – reduction in litter

H Eachus

Social

Creating neighbourhoods where people feel safe and want to live

P6 Manydown development

J Izett

K8 Reduction of crime in the borough

R Jayawardena

Annual indicator.

K9 New homes delivered in the year

M Ruffell / T Reid

Annual indicators Total new

homes

Afford -able homes

K10 Homelessness T Reid

Maintaining a reputation for quality arts and leisure

P7 Development of the Leisure Park J Izett

K11 Customer satisfaction with council funded leisure facilities and key events

C Osselton B/Stoke Festival

Anvil Arts

Sports facilities

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Supporting active, healthy and involved communities

P8 Community plans and local decision making initiative

H Eachus

K12 Visits to council-funded sports facilities C Osselton Annual indicator.

Organisational

Operational effectiveness

K13 Customer satisfaction with the service provided by the council

H Eachus

K14 Customer Complaints

H Eachus

K15 Staff turnover rates (%)

C Sanders

K16 % workdays lost per quarter to sickness absence

C Sanders

K17 Debt collection rates (%) J Izett

K18 Treasury management J Izett Annual indicator.

K19√ Annual audit J Izett 2013/14 results

K20 Planning Development M Ruffell

Key Key projects/programmes have a reference number prefaced with a “P”

The “RAG” status for the project applies the following approach: indicators as appropriate:

1. Green: on target. Work in progress or complete in line with project plan

2. Amber: Work in progress but with some deviation to the project plan activities or schedule.

3. Red. Project has significant deviations to the project plan activities or schedule.

Corporate key performance indicators have a reference number prefaced with a “K”

The “RAG” status for the key indicators applies one of the following approaches to individual indicators as appropriate:

4. Green: on target (< 1% variance to target)/over achieved; Amber: =>1% and <10% variance on target; Red: =>10% variance on target

5. Green = 2+ periods improved trend/ Amber = stable or 1 period improved or 1 period downward trend/ Red = 2+ periods downward/reduced trend

NB Where a variance against target is shown, this is represents the percentage of under/overachievement the results are against the target. Therefore where a target is 300 and the result is 250, the variance would be 16.67% i.e. 50 as a percentage of 300 or the difference between the actual and the target, as a percentage of the target. In this case: (250-300)/300

Year end 2013/14 - Project and Key Indicator result details:

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Improving economic vitality

Project/ Activity P1. Impact of Basingstoke Town Centre Programme - Top of Town

RAG status

Description Renew Basingstoke's Top of Town area including utilisation of the High Street innovation fund.

Current status; milestones, key deliverables

CCTV review complete and reported;

Unsuccessful at procuring market operator;

Progressing evaluation of major development sites in the Masterplan;

Christmas event planning underway;

Procurement of event programme for 2015/16 linking with Arts and Culture CoG work;

Conservation area review paused;

Procurement of expert advice on Business Improvement Districts underway.

Identified risks/issues

Market improvement - to procure expert advice to inform next steps to revitalise the market;

Recruitment of resource underway to continue conservation area review - work currently paused.

Planned completion date

2017

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Project/Activity P2. Regeneration of Basing View RAG status

Description Regenerate Basing View to establish a 21st century business destination, creating new commercial and retail space.


Sale completed and construction commenced for JLP/Waitrose store - completion due in Nov 2015.

Significant progress made with public realm works, with the highway works well advanced and completion due by 31 October.

Progress made with negotiating legal agreements for Landscape Licences.

Development options report prepared by Muse Developments to examine delivery strategy for future phases.

Marketing campaign commenced with launch of Basing View brand and marketing material, including new web site.

Negotiations progressed to assess development options for Normandy House and the Glasshouse.


Public realm contracts expected to remain within anticipated budget with unspent contingency to be returned to the Basing View Reserve.

Viability of future schemes to be the subject of on-going discussions with Muse. The hotel project is a particular area of focus.


15 year plan

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Increasing skills and employment

Project/Activity P3. ESIMeC action plan RAG status

Description Deliver the ESIMeC action plan, providing a range of skills initiatives in partnership with Business and educational organisations


Third transnational event successfully delivered in Basingstoke in September 2014. Very positive engagement from local stakeholder.

ESIMeC action plan is now being delivered by Basingstoke Employment and Skills Zone.

o Three core priorities identified: supporting people back into employment, school engagement and employability skills and promoting STEM.

o Actions currently being implemented include: careers fair, job clubs, STEM resources and support for primary school teachers, business engagement event A Question of Education.

o Next stage will be to develop and implement a performance monitoring framework for the action plan. A task and finish group has been set up to look into this.

o Next steps also include identifying funding avenues to enhance the implementation of the Local Action Plan.


Failure to deliver project and action plan - minimal risk due to effective project management arrangements in place and regular review and monitoring of progress


2016

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K1 NEET figures within the Borough Target Previous position

Current position

RAG

K1.1 Official NEET figure for the Borough No increase 285 Due April 2015

K1.2 Number (%) of population in the 16-18 age range (within the Borough)

No increase 3.56% Due April 2015

K1.3 Number (%) of NEETs as a percentage of the total population aged 16-18

No increase 4.76% Due April 2015

NB above target is guideline only to show performance and/or improvement against previous years

(The comments are unchanged from 2013-14 Year End report)

Comment on results

The number of NEETs has increased by 17 since the same period last year. At the same time the % of the population aged 16-18 has decreased creating a larger increase in real terms. The ‘Your Big Say’ survey highlighted that there is a lack of clarity about the training opportunities that exist and how to access them following the demise of Connections which might account for the slight increase in NEETs. To help to address this issue the council is refreshing the Youth Strategy and action plan. Enterprise M3 is also looking at this issue and is working on a project to improve careers advice and guidance for young people.

Identified issues

The annual average is calculated as an average of figures from November, December and January for each year. This is done to avoid the annual peak which is seen at the change of the academic year.

Due to a change in the way that young people are counted the figures from April 2011 onwards are not directly comparable to those before that date. This is because:

A) The parameters for defining age changed from actual age to academic age; B) The parameter for defining area changed from where people were schooled to

their home postcode.

However, as the number of NEETs is larger or smaller dependent on population size, it is recommended that the percentage of people aged 16 to 18 who are NEET is also monitored alongside the raw data.

It is also recommended that the number of young people who are NEET is monitored as a percentage of total population aged 16-18 to indicate how significant the numbers of NEETs are. The percentage of the population aged between 16 and 18 who were NEET in 2012/13 was 4.41 %. The percentage for 2013/14 was 4.76 %.

Proposed actions

To also record the percentage NEET figure

Work with Basingstoke Consortium, BCoT and QMC and Basingstoke Skills Zone to promote NEET programmes

Look at signposting as part of the Youth Strategy

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Getting connected

Project/Activity P4. Junction six improvement work RAG status

Description Working in partnership with HCC and the Highways agency ensure delivery of road improvements at M3 junction 6 and Black Dam


Work started on 12th October and is scheduled to complete in June 2015.


Issues remain as they were in Q1 i.e. the disruption this infrastructure project could create during the implementation phase. Officers at the HA HCC and Basingstoke and Deane are working closely to proactively manage any potential impact.


2017

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K2 Broadband coverage across the Borough Target Previous position

Current position

RAG

K2.1 Improvement (%) in overall broadband coverage - rural area

TBC

Information not yet

available from HCC

Due April 2015

K2.1.1 Total broadband coverage - rural area TBC Information not yet available from HCC

Due April 2015

K2.2 Improvement (%) in overall broadband coverage - urban area

TBC 3.90% Due April 2015

K2.2.1 Total broadband coverage - urban area TBC 86.30% Due April 2015

Comment on results

K2.1 Improvement (%) in overall broadband coverage - rural area. Figures were expected from HCC this autumn. However, HCC have stated that they are unable to provide information on rural coverage that we have requested, due to confidentiality issues imposed upon them under the terms of their contract with Openreach. Information from HCC has only been provided in the form of the number of cabinets upgraded under the scheme and the areas those cabinets cover. Information on which cabinets have been upgraded will be available each quarter, once the works are complete or the deployment phase ends.

It should also be noted that the HCC’s broadband programme is separate to the work being carried out under Openreach’s National Roll out.

K2.2 The Improvement (%) in overall broadband coverage and total broadband coverage in the urban area. The improvement (%) in overall broadband coverage and total broadband coverage for the urban areas has come through the upgrading of 7 cabinets due to BDBC's lobbying work and through Openreach's in-fill works. LIF funding can be used to enable upgrades to take place and Ashford Hill and Viables have been identified as two of the specific targets

Identified issues

As above.

Proposed actions

As for the last quarter update the key action is to continue to work with Openreach on the national roll out plans, HCC with the rural broadband programme and Enterprise M3 with its broadband improvement programme to deliver superfast broadband across the borough. A more accurate checking facility is now available on HCC's website. HCC is undergoing 1 of only 3 national pilots looking at improving the missing 90% to 95% coverage; more information will be available after the tendering process is complete.

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Planning policies that safeguard local distinctiveness

Project/Activity P5. Support the development of Neighbourhood plans

RAG status

Description Working with Parish Councils and community groups to support the development of Neighbourhood Plans


The council is in the process of working with communities on 12 Neighbourhood Plans/Orders. 2 of these were designated in October 2014. Each plan/order is working to a different timeframe with Bramley, Oakley and Whitchurch being the most advanced. Bramley submitted their draft plan to the council for comment in November


The timeframes for neighbourhood plans fall outside the control of the Borough Council so planning officer support for the plans remains difficult to gauge.


2017

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Protecting our environment

K3 Reduction in CO2 emissions Target Previous position

Current position

RAG

K3.1 Reduction (%) of CO2 emissions from our own operations by 2016 (from 2012 baseline)

15.00% 11% 5%

K3.2 Achievement (%) of CO2 emissions target N/A 73% 33%

(The comments are unchanged from Q1 report)

Comment on results

Performance has dipped slightly compared to 2013/14. Whilst operational mileage has decreased in the last 12 months resulting in an improvement in carbon emissions from this source, energy consumption has increased in several council owned buildings, including the John Arlott Pavilion, Whiteditch Depot and Pavilion and Winklebury Sports Complex / Ball Park and Russell Howard Pavilion.

Identified issues

In terms of the John Arlott Pavilion, a new electricity meter was recently installed, and the installation company are currently querying the change in consumption that has been experienced with the energy provider.

This is a similar position in respect of the Whiteditch Depot, which also had a new meter fitted when solar panels were installed. Updated meter readings are being provided, in addition to clarification of which charging rates should be applied. Winklebury Sports Complex / Ball Park has seen an increase in gas consumption over the last 12 months, which is as a result of water leak, which required additional heating (and dehumidifiers) to be in operation for a four week period. Gas consumption has also increased at the Russell Howard Pavilion, which is as a result of more intensive use of the building to support activities, meaning that the heating has been in operation on more occasions than in the previous 12 months.

Proposed actions

An update will be provided to the Performance Panel in 2015 once the metering issue has been fully identified and addressed.

The issue of energy consumption at Council owned facilities will be raised regularly with those sites managers with responsibility for the buildings, to promote the need to switch off lighting and heating when they are not required. To supplement these actions, further energy efficient features will be installed within the campus buildings when maintenance activities are undertaken, in addition to the replacement of a petrol powered pool car, with an electric vehicle, which will further assist in reducing emissions from council vehicles.

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K4 Open spaces managed for biodiversity Target Previous position

Current position

RAG

K4.1 Increase in the amount of council open spaces managed for biodiversity interest

+1 Ha 32.5 ha Due April 2015

NB above target is guideline only to show performance and/or improvement against previous years


Comment on results

An additional 3.5 ha of land at the Par 3 golf centre is now maintained on a twice a year cut and collect regime with efforts being made to attract wild flora.

Identified issues

No identified issues from annual results.

Proposed actions

To retain a target of 1ha increase for 2014/15 (the 3.5ha increase in 2013/14 was very much a “one-off “opportunity)

To adopt management plans in accordance with the GI Strategy to guide future actions, including on the council’s existing Local Nature Reserves

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K5 Increase in recycled household waste Target Previous

year position

Q2 position (provisional)

RAG

K5.1 Increase (%) in household waste recycled (split by dry, garden waste & glass)

30.00% 25.21% 24.76% -17.47% variance

K5.1.1 Increase (%) in household waste recycled: Dry recyclable in green bin

14.18% 13.15%

K5.1.2 Increase (%) in household waste recycled: Garden waste 2.86% 4.09%

K5.1.3 Increase (%) in household waste recycled: Glass box 6.93% 6.34%

K5.1.4 Percentage household waste recycled at bank sites across the borough

1.26% 1.19%

K5.1.5 Increase (%) in household waste recycled (year on year) -0.53% -0.45%

K5.2 Kg of waste per household (monthly average per quarter)

TBA 51.48

53.36

Comment on results

Quarter 2 figures show a slight reduction in our recycling rate to below 25% and this is mainly due to the reduction in glass being recycled. At the same time garden waste has slightly reduced mainly due to the change in weather. However, we do now have 500 more customers than last year. Figures from Salvation Army for our textiles banks are not yet included. Neither are the figures for the new mixed plastics/beverage cartons.

Identified issues

Industry shows there has been a large decrease in the overall usage of paper nationally which we are starting to see is affecting our material types in the green bin, particularly newspapers and magazines. At the same time our percentage of cans have also slightly reduced.

Proposed actions

Garden Waste – We are preparing for the launch of the 2015 season ready to go live in January including advertising to householders via a bin hanger.

Bring Sites - we have an issue with the bring banks in obtaining our tonnage information but this is being rectified at present and we should see these figures being added shortly and hope they will see our rate increasing.

Our main action for dry recyclables will be a householder pack containing guide to waste and recycling, recycling magnet or similar for within the home and house number stickers for bins which is proposed for early in the new year.

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NB The waste management results remain provisional until June of the following year. Both year-to-date (YTD) and individual quarter results remain subject to change throughout the year.

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K6 Contamination rate of recycled household

waste Target

Previous year

position

Q1 position (provisional)

RAG

K6.1 Contamination rate of recycled waste 10.00% 12.70% 11.98% 19.75%

variance

Comment on results

Our contamination rate has started to rise again but remains the second lowest in Hampshire.

Identified issues

Plastic bags used for recycling then tied up before placing in bags is an area we are working on at present.

Proposed actions

Communications via householder pack.

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NB The waste management results remain provisional until June of the following year. Both year-to-date (YTD) and individual quarter results remain subject to change throughout the year.

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K7 Clean streets Target Pro-rated

target Previous results

Current position

RAG

K7.1 Reduction (%) in litter reports made by the public

-10.00% N/A -18.75% -35.21%

K7.2 Total litter reports made by the public 222 128 247 92.00

K7.3

Impact of "deep clean" programme (% reduction in REMS requests logged two months prior to .vs. two month after deep clean). - 6 monthly programme; results available in Q1 2014/15 and Q3 2014/15

TBA N/A -19.18% 30.00%

Comment on results

Q2 results are also pleasing, showing a reduction from Q2 last year. Down from 72 to 56. Unfortunately 3 more REMs issues were recorded in the two months following the Chineham Deep Clean. This is partly due to the fact that the deep clean focused largely on cutting back vegetation following rapid growth this summer and less on cleansing issues.

Identified issues

None.

Proposed actions

Continue to monitor results of deep cleans

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Creating neighbourhoods where people feel safe and want to live

Project/Activity P6. Manydown development RAG status

Description As landowner, develop a vision for and achieve exemplar development of Manydown land.


BDBC and HCC (joint landowners of Manydown) have undertaken the following work in Q2: completed the work with URS to develop a draft Planning Strategy; completed the work with GVA Grimleys to develop a draft Delivery & Financial Strategy; held some initial discussions with DCLG about their Garden Cities Prospectus; gave initial presentations about Manydown to Wotton St Lawrence and Oakley Parish Councils and South Ham & Buckskin Neighbourhood Partnership.


The BDBC Local Plan EIP and its subsequent approval are delayed.


2017

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K8 Reduction of crime in the borough Target Previous results

Current position

RAG

K8.1 Reduction (%) in the level of crime in the borough -3% -4.00% Result due April 2015


Comment on results

The reduction in level of crime achieved in 2013/14 is 4%. This exceeds the target of 3% (taken from PCC target of 12% over 4 years). Figures are collated from police records.

Identified issues

Priorities for the Community Safety Partnership are identified in the 2013/14 Strategic Assessment currently being collated.

Proposed actions

The Partnership Plan for 2014/15, informed by the 2013/14 data, has recently been developed and identifies where joint action to address the issues is needed

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K9 New homes delivered in the year Target Previous position

Current position

RAG

K9.1 Total number of new homes delivered in the year (gross)

748.00 303.00 2013/14

results due Oct 2014

K9.2 Total number of new affordable homes (net) 300 77.00 Result due April 2015

NB K9.2 target is as outlined in the Housing and Homelessness Strategy 2013-18; to deliver “at least 300 new affordable (net) homes per annum by the end of the strategy period”.


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Comment on results

New Homes Delivered:

The net number of new dwellings completed in the period was 303 homes, with 242 (net) dwellings completed on large sites (sites of 10 or more units) and 61 units completed on small sites. This was against a target of 748 dwellings per annum set by the Borough Council.

New Affordable Homes delivered:

The Council has not achieved its annual affordable housing target during 2013/14. This downturn had been forecast at the start of the Council’s new Housing and Homelessness Strategy period (2013-18), although it is anticipated that delivery levels may return to target level towards the end of the strategy timeframe.

The 2013/14 results illustrate the total number of but also pinpoints that, because of the regeneration of Freemantle/Taverner/ Westray currently under way, the net figure for 2013/2014 shows the demolition of 49 dwellings but development will not produce new units until 2014/2015. The loss of units overall will be 90 but with 190 homes delivered by the completion of the project in 2016.

Identified issues


This downward trend in housing delivery is likely to continue whilst no new local plan is in place and existing permissions for housing continue to be built out.


The results are due to a combination of issues:

A downturn in all new housing delivery (which is the primary source of all new affordable housing delivery within the borough),

Changes to the Government’s affordable housing funding regime and framework from 2011/12 onwards and

The broader economic downturn factors which impact new development.

It should be noted that there is considerably more development and planning activity in 2014 which should account for an increased supply of new affordable homes in 2015

onwards.

Proposed actions


Moving forward with the Local Plan,

Adopting a positive approach to planning applications which help bolster the supply of housing,

Locally derived housing figure of 748 was reviewed and agreed at Full Council on 27th March 2014


Continued promotion of potential use of the council’s Affordable Housing Reserve with partners. This has delivered 21 homes in 2013/ 2104 with Sentinel.

Increased emphasis on pursuing alternative initiatives to ameliorate the immediate negative impact of downturn in new delivery (such as homelessness).

On-going high level discussions with Registered Providers to encourage and stimulate their development activities.

Confirmation that use of council land or other resources will be considered to maximise supply identified as a strategic aim within the new Housing and Homelessness Strategy 2013-18.

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K10 Homelessness Target Pro-rated

target

Previous full year position

Current year to date

position RAG

K10.1 Number of homeless households placed into B&B during the year (total, excl. exceptional circumstances)

<=38 19 57 48

K10.1a Number of homeless households placed into B&B during the year (due to exceptional circumstances e.g. widespread flooding)

0 0 15 3

K10.1.1 # of nights spent in B&B per quarter (includes those place during quarter and those already in B&B when quarter begins)

<=653 327 1495 1212

K10.1.1a

# of nights spent in B&B per quarter (due to exceptional circumstances e.g. widespread flooding)

0 0 311 122

K10.2 Number of homeless households placed into B&B during the year (where unintentionally homeless)

<=12 6 16 9

K10.2a

Number of homeless households placed into B&B during the year (where unintentionally homeless due to exceptional circumstances e.g. widespread flooding)

0 0 15 3

NB above targets are guideline only to show performance and/or improvement against previous years

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Comment on results

B&B use continues to be high and in this quarter there has been a marked increase in those who were unintentionally homeless and had to spend time in B&B accommodation. Emphasis continues to be placed on prevention options, but the difficulty in securing suitable alternative accommodation, particularly in the private sector, lies behind the increases noted. We are therefore seeking an increase in the supply of alternative accommodation via our housing association partners

Identified issues

These issues remain unchanged from last quarter

Proposed actions

As last quarter. We are now, from late September, able to make use of the first new properties from housing associations which should reduce future B&B use. Difficulties in securing private sector accommodation remain.

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Maintaining a reputation for quality arts and leisure

Project/Activity P7. Development of the Leisure Park RAG status

Description Investigate and secure a development partner for the Leisure Park


Procurement process drawing to a close and potential partner has presented to Cabinet, the MAP and the project team. There are still some areas yet to be clarified to the satisfaction of both parties and these are being discussed

before further, wider briefings take place. This has meant that the conclusion

of the procurement process has been delayed.


There is a risk that a suitable and financially viable scheme may not be forthcoming and that a development partner will not be secured.


2015

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K11 Customer satisfaction with leisure & arts Target Previous results

Current position

RAG

K11.1 Customer satisfaction with Anvil Arts (results to be taken from annual Audience Agency survey)

K11.1.1 Anvil Arts makes a positive contribution to Basingstoke's image (agree or strongly agree)

TBA 88.10% Results due in

Q3/Q4

K11.1.2 Satisfaction with the whole experience provided by Anvil Arts (good or very good)

TBA 95.00% Results due in

Q3/Q4

K11.2 Customer satisfaction with the major council funded sports facilities (Aquadrome, Tadley pool, Golf Centre and Tennis Centre) - % very & fairly satisfied

TBA 89.00% Result due April 2015

K11.3 Customer satisfaction with Basingstoke Festival 90% 93.00% 90.70%

K11.3.1 Number (%) who think that the Festival is something Basingstoke can be proud of

90% 96.20% 92.50%

K11.3.2 Number (%) who would recommend the event(s) they attended

90% 91.40% 89.00% -1.11%

K11.3.3 Number (%) who were satisfied overall with the Basingstoke Festival (total of "very" and "somewhat" satisfied)

90% 91.40% 90.60%

This chart is unchanged from Q1 report

(With the exception of Basingstoke Festival, the comments are unchanged from Q1 report)

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Comment on results

Anvil Arts

The Anvil Arts are required to produce an annual audience satisfaction survey every year as part of their core revenue grant. The funding agreement requires results to be available to the Council by 21st April for the previous period. In 2013/14 Anvil Arts were part of a pilot for the Audience Agency and used their national survey tool which was delivered and reported back to the Council in Q3 2013/14. Anvil Arts also has audience reporting obligations to the Arts Council as part of their grant conditions. Council funded sports facilities

The satisfaction level for 2013/14 is above target of 85%. While this is marginally lower than last year, the result is considered to give a more representative view as it is the average of 3 customer surveys conducted over the course of the year across the sites whereas last year it was one year end survey. At 89%, the result still shows a high level of overall satisfaction with key facilities.

Basingstoke Festival

Audience satisfaction rates continue to be high with the Basingstoke Festival now in its third year. Brand recognition continues to increase with residents being very positive about the return of the festival each year as it expands and grows. Particular highlights this year was the town centre street programme and the launch event which involved a fire breathing dragon and dancers from a local dance academy.

Identified issues

Anvil Arts

Anvil yet to decide what tool they will use this year and when

Council funded sports facilities

The greater level of engagement with customers has shown that the vast majority of customers are content with the facilities; analysis of the feedback shows the main issue of dissatisfaction is the time taken to effect repairs and maintenance works.


As for 2013 (Growing the festival to be regionally or nationally significant will mean needing to attract more resources)

Proposed actions

Anvil Arts

In discussion with Anvil Arts about what tool they will use this year and when the survey will be undertaken.

Council funded sports facilities

An action plan has been agreed with the operators for improving the response rate when repairs and maintenance issues have been identified.


As for 2013 (Review the final, consolidated results, once received, to understand further areas for improvement for consideration by the Council).

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Supporting active, healthy and involved communities

Project/Activity P8. Community plans and local decision making initiative

RAG status

Description Encourage communities to prepare community plans; and assess a pilot scheme for local level decision making (the Neighbourhood Partnership for South Ham, Buckskin and Working Wards)


The pilot South Ham and Buckskin Neighbourhood Partnership continues to consider issues affecting the two wards; evaluation data from the pilot has been collated and is due to be shared with the Members Advisory Panel by Christmas; South Ham Direct community planning group has reviewed year 1 of its community plan and is planning a refresh; Marnell and Merton community plan (Popley West) has been launched and a plan for Popley East has been consulted on with partners;


Maintaining community involvement; resource commitment from other agencies.


2014

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K12 Visits to council-funded sports facilities Target Previous results

Current position

RAG

K12.1 Increase (%) in the number of visits to council-funded sports facilities (includes facilities in 17.2 and council core funded facilities)

1.00% 1,966,774 Result due April 2015

(The comments reflect the final 2013/14 results as reported in Q1 2014-15)

Comment on results

The year-end figure represents an increase of about 13% on 2013/14 attendances, mainly attributable to growth at the Basingstoke Sports Centre.

Identified issues

Most facilities are not yet at capacity and greater footfall is clearly a success in participation and financial terms. However there are occasions where increasing attendances generates a risk of reducing the quality of the customer experience, particularly at peak times where the number of participants reach industry accepted comfort levels.

Proposed actions

At an operational level, the operators are assessing capacity issues as part of reviewing programming and marketing. At a strategic level, an audit of facility needs and participation rates is being undertaken with the Leisure and Recreation Needs Assessment which will inform recommendations for provision through the local plan and swimming strategy work.

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Operational effectiveness

K13 Customer satisfaction with the service

provided by the council Target

Previous results

Current position

RAG

K13.1 Customer satisfaction feedback through Exit Surveys (response given as satisfied or very satisfied)

90.00% 97.67% 97.63%

K13.1.1 Customer satisfaction with waiting time: Exit survey response given as excellent or good

90.00% 90.67% 90.23%

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Comment on results

The results reflect the exit surveys completed July to Sept 2014. A total of 168 surveys have been completed by residents who visited BDBC. The surveys are completed randomly but the areas visited were:

o Corporate reception x 10

o To attend a meeting/supplier /contractor x 7

o Housing/Housing Benefit x 76

o Council tax x 25

o Payments x 43

o Duty Planning x 7

Feedback on wait time from the exit surveys shows that 58.58% rated it excellent and 31.22% rated it as good. Only 8.84% rated as average and 1.36% poor.

Feedback from the Customer Service Advisors is that customers who have waited over 30mins to be seen rarely want to spend time completing an exit survey after they have been seen. To rectify this from Nov the survey questions will be reduced from 12 to 3 to only focus on the performance results and equality information.

The new appointments system is expected to go live in November. This is later than expected due system issues from the supplier. The proposal is to offer time slots during the week in which appointments can be booked for Licensing and Benefits, with a small pilot running for Local Tax.

Identified issues

Customer Service teams have highlighted the current survey has too many questions and customers who have waited a long time do not always have time to provide feedback, which will affect the results

Proposed actions

A new streamline survey will be introduced in Nov to obtain the information required for these results. Full surveys can be undertaken in future at the request of the service area. On-going analysis to identify further areas of improvement continues

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K14 Customer Complaints Target Pro-rated

target Previous position

Current position

RAG

22.1 Total complaints received (year to date) 496 266 132 297 11.65%

22.1.1 Total complaints received (year on year) 280 297 17.00

22.1.2 Total % change year on year 5%

reduction (of 522)

95% of 280 -8.97% 6.07%

22.2 Number of complaints not responded to within 10 working days (YTD)

0 4 7 3.00

22.2.1 Number of complaints not responded to within 10 working days (year on year)

0 16 7 -9.00

22.2.2 % customer complaints responded to within 10 working days (year on year)

100.00% 94.25% 96.97% 2.72%

NB above targets are a guideline only to show performance against previous years

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Comment on results

There has been an increase of 17 from the same period last year. Again the highest number of complaints has been received for Waste and Recycling Shared Service, Community Services and Residents Services - these business units are all customer facing units and have the highest level of contact with residents. While there is a slight increase of complaints for most BU's, the biggest increase is in Community Services. Looking by category, the biggest increase is "complaints against staff". The other main increases are for "delay in service delivery" and "council policy". However, there is a significant drop in the number of complaints logged as "poor performance" and "procedure not kept to". The number justified has also increased from 90 to 105 year on year.

Identified issues

The level of complaints responded outside the 10 working day SLA has decreased from the same period last year. This is a positive result considering the increase in the number of complaints received.

Proposed actions

Review scheduled with SLT to agree way forward on complaints management

Increased management focus on prompt resolution of all complaints

Re-introduce complaints as a standard agenda item at head of service one-to-one meetings

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K15 Staff turnover rates (%)

(Organisational indicator) Target

Pro-rated target


Current year to

date position

RAG

K15.1 % total staff turnover (all reasons) 13.14% 6.57% 13.14% 6.70% 1.98%

K15.2 % Staff turnover due to voluntary resignation 6.48% 3.24% 6.48% 3.46% 6.79%

** Table updated to reflect amended results for 2013/14 and 2014/15 targets

NB Chart revised to reflect amended results for 2013/14

Comment on results

The small increase in turnover compared to this time last year reflects the trend nationally. The main reason for this is the improving economic situation which is causing more movement in the jobs market. The HR team analyse exit interview data from staff which are leaving the council to identify whether there are any trends which we need to be concerned about, and so that appropriate interventions can be considered.

Identified issues

To consider if the council's pay and benefits package is competitive and supporting our aspiration to attract and retain high performing, motivated and highly skilled staff.

Proposed actions

A pay benchmarking exercise will be carried out in Q3 to determine whether the council's pay and benefits package is competitive in all areas and in line with our aspiration to be in the upper quartile when compared with neighbouring councils.

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K16 % workdays lost per quarter to sickness

absence Target


Current year to

date position

RAG

K16.1 Total work time (%) lost due to sickness absence (current Qtr = YTD)

2.73% 2.73% 1.94%

K16.1.1 Total average workdays lost due to sickness absence 7.10 7.10 2.52

Comment on results

Sickness absence rates continue to reduce in all areas of the council. We maintain our focus on this by regular meetings with the Senior Management Group and one-to-one coaching and support for line managers with their HR Business Partner to build their confidence in dealing with difficult cases. The council has a range of wellbeing interventions available and these have been promoted to staff during the last quarter, including subsidised health checks and free, confidential face-to-face and telephone counselling support.

Identified issues

None

Proposed actions

Continue to maintain the focus on positive and proactive management of sickness absence through regular discussion of performance at Senior Management Group and within Department Management Teams, facilitated by the HR team

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K17 Debt collection rates (%) Target Pro-rated

target Previous results

Current position

RAG

K17.1 Debt Collection rates (%) by end of next quarter- Sundry

90.00% 90.00% 78.91% 95.04% 5.60%

K17.2 Debt Collection rates (%) by end of next quarter - Property

95.00% 95.00% 99.22% 98.90% 4.11%

K17.3 Collection rates (% of annual amount due) - Council Tax

98.50% 60.00% 29.40% 56.90% -5.17%

K17.4 Collection rates (% of annual amount due) - Business Rates (NDR)

99.20% 62.00% 30.60% 56.40% -9.03%

K17.5 Aged debt outstanding (91+ days) - Total

NA None £

5,311,912.00 £4,735,568.00 -£ 576,344.00

K17.5.1 Aged debt outstanding (91+ days) - Sundry

NA None £

289,202.00 £204,793.00 -£ 84,409.00

K17.5.2 Aged debt outstanding (91+ days) - Commuted/S106

NA None £

22,244.00 £46,098.00 £ 23,854.00

K17.5.3 Aged debt outstanding (91+ days) - Property

NA None £

411,800.00 £414,700.00 £ 2,900.00

K17.5.4 Aged debt outstanding (91+ days) - Council Tax

NA None £

2,592,227.00 £2,329,081.00 -£ 263,146.00

K17.5.5 Aged debt outstanding (91+ days) - Business Rates

NA None £

1,996,439.00 £1,740,896.00 -£ 255,543.00

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Comment on results

The quarter 2 result for Council Tax and Business Rates are both slightly below target. however the results should be viewed in the following context:

Targets were re-aligned for 2014/15 to be more challenging for the team and it’s to be noted that council tax percentage rate is on a part with the same time last year.

Business Rate payments are now payable over 12 months instead of 10 and therefore previous years collection rates are not directly comparable. A number of businesses are now paying over 12 instalments.

Processes are in place for both areas to focus on debt, including debt calls which are enabling payment arrangements or direct debit to be set up and payments to be made, debt visits and offering assistance in clearing arrears and advice on the small business rate relief scheme.

There were two committal courts attended in Q2 with continued success. 8 new cases were presented for council tax customers who have not paid for 5+ years. To summarise the results:

o One case paid in full (£5,200) before the hearing

o Total £7,700 cash was received

o 2 individuals received suspended prison sentences pending adherence to payment plans

o 4 warrants of arrest issued (totalling £28,594)

Aged debt has reduced overall with Sundry, Council Tax and Business Rates all showing significant reduction. Commuted/S106 debt has increased however, as has property debt, although not significantly.

Identified issues

Proposed actions

More focus on business rates collection and analysing debt positions and serial defaults to make sure these are being progressed.

Work is continuing with our new enforcement agent in order to try and improve the rate of recovery and to increase the amount received from debtors. We are implementing a new enforcement agency framework agreement.

A further committal court for council tax is taking place in November with 8 cases being heard.

E-texts, e-billing and e-forms are all projects currently underway to improve the quality of service with a view to improving collection rates further

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K18 Treasury management Target Previous results

Current position

RAG

K18.1 Average portfolio return 2.28% 2.07% Due June

2015

(The comments reflect the final 2013/14 results as reported in Q1 2014-15)

Comment on results

The actual return for 2013/14 was 2.02% compared to target of 2.3%. The continued low interest rate environment and low Gilt yields have meant that very little new longer term investment had been undertaken. As a consequence there was a shortfall of £308,000 as investments were made in the shorter term (yielding 0.6%) rather than the longer term rate of 1.5% assumed in the budget. Although below target, the return is still more than twice the national average for local authorities. The forecast return for 2014/15 at Q1 is 2.18% against a target of 2.3% however due to the higher than expected level of cash balances the forecast is to achieve the target of £3.5m of interest income.

Identified issues

A new strategy has been approved but will not be in place before the start of the new financial year and the interest rate environment remains challenging.

Proposed actions

Implement the new strategy for 2014/15.

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K19 Annual audit Target Previous results

Current position

RAG

K19.1 Achievement of a clean annual audit opinion Unqualified

opinion Unqualified

Opinion Unqualified

Opinion

Comment on results

The external auditors reported their findings to the Accounts and Audit Committee on 22 September 2014 and were able to give an Unqualified Opinion on the accounts that states they are a true and fair view of the council’s finances.

Identified issues

One minor issue relating to the process for year-end accruals to which officers have given an undertaking to review for the next set of accounts.

Proposed actions

Agreed action with timescale incorporated into the Audit Recommendations maintained by the internal audit section.

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K20 Planning Development Target Previous results

Current achievement

RAG

K20.1 Major planning applications determined (%) within the statutory timelines, (excluding any separate Planning Performance Agreements)

72.00% 88.89% 79.06% 9.81%

K20.1.1 Total number of Major planning applications determined 9.00 22.00

K20.2 Minor planning applications determined (%) within the statutory timelines, (excluding any separate Planning Performance Agreements)

75.00% 79.37% 77.63% 3.51%

K20.2.1 Total number of Minor planning applications determined 63.00 146.00

K20.3 Other planning applications determined (%) within the statutory timelines, (excluding any separate Planning Performance Agreements)

90.00% 87.97% 89.29% -0.79%

K20.3.1 Total number of other planning applications determined 291.00 589.00

K20.4 Number of planning appeals allowed / lost (as % of overall planning appeals)

33.00% 35.71% 47.86% 45.02%

K20.4.1 Total number of planning appeals decided 14.00 24.00

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Comment on results

Good performance has been maintained in Q2 in relation to determining planning applications despite a number of vacancies within the Planning and Development Team. This builds on measures introduced to improve performance at the beginning of the year. Number of appeals allowed exceeds performance target and work has commenced to review the appeal decisions to establish any particular trends, although it is noted that the number of appeals decided in Q2 is relatively modest

Identified issues

Performance in Q3 may be impacted on due to vacant posts (now recruited for) to be filled within the Planning and Development Team.

Proposed actions

Review of appeal decisions and discussion with Team Leaders and Principal Planning Officers to identify any themes in type of appeal being allowed.

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project and key indicator scorecard q2 2014/15 results: … · 2016. 1. 6. · results the number...

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