EOSC Performance Indicators Quarter 3 October December 2017 Grace - - PDF document

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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

95% 95% 98% 96% 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual

Performance Trend

0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 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.

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Performance Indicator – 17 Reduce the level of residual household waste collected per head of the population (kg)

Q3

50 50 44 50 10 20 30 40 50 60 2016/17 2017/18 Target Actual

Performance Trend

10 20 30 40 50 60 2016/17 2017/18 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

48% 42% 49% 40% 0% 10% 20% 30% 40% 50% 60% 2016/17 2017/18 Target Actual

Performance Trend

0% 10% 20% 30% 40% 50% 60% 2016/17 2017/18 Target Actual

Service Comments

The recycling rate has narrowly missed the target this quarter.

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Performance Indicator – 19 The cleaner local streets survey rating based on amount of litter and detritus

Q3

95.00% 95.00% 97.60% 91.50% 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 120.00% 2016/17 2017/18 Target Actual

Performance Trend

0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 120.00% 2016/17 2017/18 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)

Q3

75.00% 75.00% 57.80% 67.90% 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 2016/17 2017/18 Target Actual

Performance Trend

0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 2016/17 2017/18 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.

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Performance Indicator – 21 The percentage of residents either ‘satisfied’ or ‘very satisfied’ with local recycling and waste collection services

Q3

80.00% 70.00% 77.30% 74.30% 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 2016/17 2017/18 Target Actual

Performance Trend

0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 2016/17 2017/18 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

Service Comments

The number of missed bins have reduced in Q3 and is within the target.

0.30% 0.21% 0.00% 0.10% 0.20% 0.30% 0.40% 0.50% 2017/18 Target Actual

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Performance Indicator – 23 Completion rate of all tree maintenance work within the planned programme

Q3 Performance Trend

Service Comments

The contractor has performed very well in this quarter and achieved a 100% score for completing the monthly schedules on time.

95.00% 95.00% 89.40% 100.00% 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 120.00% 2016/17 2017/18 Target Actual 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 120.00% 2016/17 2017/18 Target Actual

Performance Indicator – 24 The percentage of residents ‘satisfied’ with local open spaces (e.g. parks, trees and woodlands)

Q3 Performance Trend

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.

70.00% 70.00% 74.95% 73.40% 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 2016/17 2017/18 Target Actual 0.00% 20.00% 40.00% 60.00% 80.00% 100.00% 2016/17 2017/18 Target Actual

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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

Service Comments

This performance indicator has been exceeded with 236 of 268 applications determined within the statutory period.

65% 88% 0% 20% 40% 60% 80% 100% 120% 2017/18 Target Actual

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

Service Comments

70% 70% 75% 100% 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual

This performance indicator has been exceeded in this quarter with 100% of applications determined within statutory timeframes.

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Performance Indicator – 27 The level 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

Q3 Performance Trend

Service Comments

33% 33% 19% 42% 0% 10% 20% 30% 40% 50% 60% 2016/17 2017/18 Target Actual 0% 10% 20% 30% 40% 50% 60% 2016/17 2017/18 Target Actual

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 planning enforcement investigations completed within the stated timescale

Q3 Performance Trend

Service Comments

87% 87% 83% 0% 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual

No cases in the relevant categories were received in this period and so no investigations were completed.

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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

Service Comments

100% 100% 100% 100% 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual

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

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.

100% 100% 100% 100% 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual 0% 20% 40% 60% 80% 100% 120% 2016/17 2017/18 Target Actual

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Performance Indicator – 42 The percentage of ‘Operation Reprise’ calls attended as a percentage of calls received

Q3

Service Comments

85% 95% 0% 20% 40% 60% 80% 100% 120% 2017/18 Target Actual

The service requires officers to attend every call received. However, occasionally they will not be able to because the noise nuisance will have stopped prior to them arriving and the original caller notifies them not to attend.

Performance Indicator – 43 Percentage of ‘Operation Reprise’ callers provided with advice

Q3

Service Comments

90% 96% 0% 20% 40% 60% 80% 100% 120% 2017/18 Target Actual

Officers will attempt to contact all callers to the Operation Reprise number and will advise the callers as to what action they can or can’t take to resolve a noise nuisance. Occasionally officers will not be able to contact the complainant either because a wrong number has been passed on or the call is not answered. It is also worth noting that the officer may decide not to call the complainant back after arriving onsite if the noise nuisance ceased especially if it is late at night. We write to all callers the next working day with advice regarding what the service provides for residents.