15/03/18 EOSC Performance Indicators Quarter 3 October – December 2017 Grace Crawford Senior Performance & Strategy Officer Performance Indicator – 16 Satisfaction with lawn cemetery grounds maintenance performance Q3 Performance Trend 120% 120% 98% 95% 96% 95% 100% 100% 80% 80% 60% 60% 40% 40% 20% 20% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments The site inspections have been very good, as in the previous quarter, although the recent snow and wet conditions have resulted in a muddy mess, particularly at the Lawn Cemetery. It is noted the contractor is doing all it can to address this on land in which has limited natural drainage. Notices have been erected to advise service users of the situation and no complaints have been received. 1
15/03/18 Performance Indicator – 17 Reduce the level of residual household waste collected per head of the population (kg) Q3 Performance Trend 60 60 50 50 50 50 50 44 40 40 30 30 20 20 10 10 0 0 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments Performance has met the target this quarter. Performance Indicator – 18 Percentage of household waste collected and sent for reuse, recycling and composting Q3 Performance Trend 60% 60% 49% 48% 50% 50% 42% 40% 40% 40% 30% 30% 20% 20% 10% 10% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments The recycling rate has narrowly missed the target this quarter. 2
15/03/18 Performance Indicator – 19 The c leaner local streets survey rating based on amount of litter and detritus Q3 Performance Trend 120.00% 120.00% 97.60% 95.00% 95.00% 91.50% 100.00% 100.00% 80.00% 80.00% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments The Q3 results are slightly lower than the target. This is likely to reflect the amount of detritus on the streets observed at this time of year, ahead of leaf-scheduling commencing. Service requests are raised for roads that require additional cleansing and cleansing schedules amended with our Contractor as needed. Performance Indicator – 20 The percentage of residents either ‘satisfied’ or ‘very satisfied’ with street cleansing (e.g. litter and sweeping services) Performance Trend Q3 100.00% 100.00% 75.00% 75.00% 80.00% 80.00% 67.90% 57.80% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments The Q3 result is lower than the target. Whilst some residents are satisfied that the streets are cleaned, some residents expressed dissatisfaction that streets are untidy with visible litter. This is likely to reflect the amount of detritus on the streets observed at this time of year, ahead of leaf-scheduling commencing. Service requests are raised for roads that require additional cleansing and cleansing schedules are amended with our Contractor as needed. 3
15/03/18 Performance Indicator – 21 The percentage of residents either ‘satisfied’ or ‘very satisfied’ with local recycling and waste collection services Q3 Performance Trend 100.00% 100.00% 77.30% 80.00% 74.30% 80.00% 80.00% 70.00% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments Satisfaction with local recycling and waste collection services is above target, with satisfaction of recycling collections and refuse collections at 78% and 74%, respectively. The target has been set to reflect the changes in the provision of the garden waste service. Satisfaction with the garden waste service was 63% in Q3. Performance Indicator – 22 The percentage of reported / justified missed bins in the borough Q3 0.50% 0.40% 0.30% 0.30% 0.21% 0.20% 0.10% 0.00% 2017/18 Target Actual Service Comments The number of missed bins have reduced in Q3 and is within the target. 4
15/03/18 Performance Indicator – 23 Completion rate of all tree maintenance work within the planned programme Q3 Performance Trend 120.00% 120.00% 100.00% 95.00% 95.00% 100.00% 89.40% 100.00% 80.00% 80.00% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments The contractor has performed very well in this quarter and achieved a 100% score for completing the monthly schedules on time. Performance Indicator – 24 The percentage of residents ‘satisfied’ with local open spaces (e.g. parks, trees and woodlands) Q3 Performance Trend 100.00% 100.00% 74.95% 73.40% 80.00% 80.00% 70.00% 70.00% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments This PI is part of the telephone survey undertaken by Serco where 353 resident were contacted this quarter. We are pleased with this result. 5
15/03/18 Performance Indicator – 25 The percentage of all minor and other planning applications processed and decided on within 8 weeks This indicator measures the percentage of planning applications dealt with in a timely manner Q3 120% 100% 88% 80% 65% 60% 40% 20% 0% 2017/18 Target Actual Service Comments This performance indicator has been exceeded with 236 of 268 applications determined within the statutory period. Performance Indicator – 26 The percentage of all major planning applications processed and decided on within 13 weeks This indicator measures the percentage of planning applications dealt with in a timely manner Q3 Performance Trend 120% 120% 100% 100% 100% 75% 80% 80% 70% 70% 60% 60% 40% 40% 20% 20% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments This performance indicator has been exceeded in this quarter with 100% of applications determined within statutory timeframes. 6
15/03/18 Performance Indicator – 27 The l evel of planning appeals allowed The number of planning appeal decisions allowed against the authority’s decision to refuse on planning applications, as a percentage of the total number of planning appeals against refusals of planning applications Performance Trend Q3 60% 60% 50% 50% 42% 40% 40% 33% 33% 30% 30% 19% 20% 20% 10% 10% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments Twelve appeal decisions were received in this period, with five allowed. Of these five, two were decisions taken at Development Management Committee. Officers keep all appeals under review in liaison with the Development Management Committee. Performance Indicator – 28 The percentage of p lanning enforcement investigations completed within the stated timescale Q3 Performance Trend 120% 120% 100% 100% 83% 87% 87% 80% 80% 60% 60% 40% 40% 20% 20% 0% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments No cases in the relevant categories were received in this period and so no investigations were completed. 7
15/03/18 Performance Indicator – 6 Process all hackney carriage and private hire licences (e.g. taxis and minicabs, drivers and operators) within the stated timescale Q3 Performance Trend 120% 120% 100% 100% 100% 100% 100% 100% 80% 80% 60% 60% 40% 40% 20% 20% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments The introduction of the Immigration Act 2016 had caused additional workload issues for the team but in most cases, the drivers are now responding and supplying the correct documentation. Performance Indicator – 7 Process all local licences (including alcohol, premises, animal establishments) within the stated timescales Q3 Performance Trend 120% 120% 100% 100% 100% 100% 100% 100% 80% 80% 60% 60% 40% 40% 20% 20% 0% 0% 2016/17 2017/18 2016/17 2017/18 Target Actual Target Actual Service Comments All licences are issued following statutory checks, inspections or periods proscribed by government so the public can express any concerns. In all cases these guidelines were followed and all licences issued having complied with the regulations and any necessary timescales. In some cases a renewal application is submitted later than the renewal date so there is a longer period between the date on M3 for renewal and the licence being renewed. 8
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