Overview and Scrutiny Committee Presentation Leisure Services Wed - - PowerPoint PPT Presentation

Overview and Scrutiny Committee Presentation – Leisure Services

Wed 17 July 2013 Presented By:

• Cllr. Ajmer Grewal – Cabinet member for Leisure and Public Health

Peter Mathew - Assistant Director – Housing, Leisure & Public Healt

Contract overview

Background

Following a cabinet decision in November 2006 to outsource the Leisure Services provided by CIP (Community Initiative Partnership), the objective was to secure an improved service for the leisure services contracts. Following the award of all leisure contracts to John Laing Integrate Services and Fusion lifestyle in 2008, LBH have seen a year on year improvement to service delivery to our Leisure services contracts. With the transfer of operational management to our Supply Chain Delivery team in April 2013, we will be striving for continuous improvements and greater efficiencies within our Leisure Contracts for the foreseeable future.

Contract overview

Service Contracts Provided

Parks: John Laing Integrated Services Contract term: 20th August 2008 – 30th November 2018 Contract Value: £50m over 10 year term Libraries: John Laing Integrated Services Contract term: 1st July 2008 – 30th September 2023 Current contract value: £5.1m per annum (libraries) Gunnersbury Park John Laing Integrated Services Contract term: 20th August 2008 – 30th November 2018 Contract Value: £4.75m over 10 year term Leisure Centres & Public Halls: Fusion Lifestyle Contract term : 1st October 2008 – 30th September 2023 Contract value: £15.6m over the term

Contract overview

Services Provided - Parks

Services provided: Maintenance and management services for all open spaces, parks, allotments, cemeteries and delivery of arboriculture services. Responsibility to carry out inspections of all sites, maintain shrubs, trees, park furniture and play ground equipment. 16 Key Parks 22 Countryside Parks 46 Play grounds and Open spaces 10 Cemeteries 34 Allotments

Supplier: John Laing Integrated Services

Contract overview

Services Provided - Parks

In 2012/13, 7 Green Flag awards were achieved, currently working to deliver 2 additional Green Flag awards for end of July 2013

• St. Johns Rec and Feltham Park.

Working to foster relationship with Capel Manor College for delivery of apprenticeship programme for the parks. Working with schools to educate children and young people on planting, animal breeding and cultivations through visits to allotments and local farms Included in the contract is management of events throughout the borough, issuance of licences for event following completion of required due diligence.

Supplier: John Laing Integrated Services

Contract overview –

Services Provided – Gunnersbury Park & Museum

Supplier: John Laing Integrated Services

Large estate of over 75 hectares(186 acres) with 22 listed buildings set within a Grade 2* registered landscape. Leisure opportunities include a café, golf, bowls grass pitch sports and woodland walks The Large Mansion houses the local history museum for Ealing and Hounslow which includes a suite of grand reception rooms, Victorian Kitchen, over 40,000 objects including of national significance. This provides:

• Education programme 12,000 school children visit per annum
• Planned events activities throughout year for families and other groups

A separate contract from the remainder of Hounslow’s parks due to the joint

• wnership and intention to submit major regeneration proposals

Managed by JLIS until 2018. It is hoped by this point the regeneration of Gunnersbury will be largely complete and we could consider a wider range of management options including Trusts.

Contract Overview – Services Provided - Libraries

Supplier: John Laing Integrated Services

There are 11 library sites across the borough 4 libraries have recently been refurbished (within last 3 years) 3 key libraries; Chiswick Feltham and Hounslow 8 branch and neighbourhood libraries serving local communities Additional Service Local Studies available primarily in Hounslow and Chiswick libraries Schools library service supports 72 schools in borough who subscribe to this Library at Home service delivers to 691 homes where ill health or disability has restricted travel. Library Service also supports education by the provision of access to Information and digital media and wider activities that support

• Community cohesion
• Leisure and wellbeing

Contract Overview –

Services Provided Libraries

Encouraging access and wider programmes:

• All libraries fully accessible to all members of the public - also signed up to the RNIB

Six Steps initiative http://readingsight.org.uk/uploads/documents/Six_Steps_leaflet.pdf

• Self service terminals are suitable for use by people with wheel chairs and have

suitable fonts for people with sight difficulties, public computers have adaptive software

• For the visually impaired and hard of hearing – audio and large print books are
• Library at Home Service delivers library materials and/or information to people in their
• wn homes or in residential accommodation.
• The elderly and people with disabilities are encouraged to join in our core library

activities such as reading groups, craft activities, talks, health advice sessions, IT familiarisation sessions and local studies.

• JLIS have applied for a Heritage Lottery bid to digitise our local studies collection.
• JLS participate in “Make a noise in libraries fortnight”.

Supplier: John Laing Integrated Services

Contract overview – Services Provided Culture & Arts

JLIS also manage:

• Boston Manor House - Galleries, exhibitions and events
• Hogarth’s House - Galleries, exhibitions events and education
• Redlees Arts Studios – Galleries exhibitions and artists’ studios
• Paul Robeson Theatre – Performance, exhibition, events

Supplier: John Laing Integrated Services

Contract overview

Services Provided Leisure Centre's

Fusion lifestyle to manage the six leisure centres in the borough including

• Brentford Fountain Leisure centre
• Hanworth Air Park Leisure centre (co-located with library)
• Heston Pool
• Isleworth Leisure Centre (co-located with library)
• New Chiswick Pool
• Osterley Sports & Athletics Centre
• Five leisure centres were fully refurbished and planning permission for the re-

development of Heston has recently been agreed with works due to start early in

• 2014. The improved facilities has seen participation at these centres increase in each

year since completion of the works.

• Fusion also manages Lampton Sports Centre although this is done via a separate

arrangement with the school. Supplier: Fusion Lifestyle

Contract overview

Services Provided Leisure Centre's

Fusion actively promote the free access to national sports persons in support of the borough’s legacy agenda Fusion also provide the sports development function for the borough that includes:

• Outreach and support to sports clubs
• Coordination of London Youth Games
• Continued development of the new athletics club at Osterley track as part of

the borough’s Olympic Legacy programme Through the sports development team Fusion actively support and contribute to the borough’s Community Sport and Physical Activity Network The annual service plan for 2013 / 14 has been informed by the Physical Activity and Sport strategy launched in 2012

Supplier: Fusion Lifestyle

Contract overview

Services Provided Public Halls

Fusion lifestyle manage 5 Public Halls and two day centres in the borough:

• Chiswick Town Hall
• Feltham Assembly Hall
• Heston Village Hall
• Isleworth Public Hall
• Montague Public Hall
• Southville Day/Community Centre
• Wellington Day/Community Centre

The nurseries, drama clubs, dance schools, and other cultural organisations that use these have creative opportunities in spaces that are well suited to their needs. Whether its story telling for under fives, theatre and dance or an opportunity for a public meeting or lecture they give expression of the vitality and energy that enables communities to thrive and flourish.

Supplier: Fusion Lifestyle

Performance - Grounds & Parks

• In the last 6 months, there have been 104 complaints raised, 100% of complaints received have been

responded to and resolved within agreed contractual time. Steps being taken to align the current contract with the New Council’s Service Strategy.

5 10 15 20 25 30 Number of Complaint Month

Complaints Parks Service January ‐ June 2013

Actual Acknowledged Actual Responded

Supplier: John Laing Integrated Services

Performance - Grounds & Parks

• Following analysis of complaints receive over the last 6 months, supplier have consistently exceeded the

council’s own target of 80% in acknowledging and responding to complaints within timescale.

Supplier: John Laing Integrated Services

There are currently 40, 717 active library members (someone who has borrowed an item of stock (book, DVD, CD etc. within the past 12 months)

Performance - Libraries

10,000 20,000 30,000 40,000 50,000 60,000 31/03/2011 31/03/2012 30/06/2013

Total Active Borrowers

Total

Supplier: John Laing Integrated Services

Performance – Libraries

Footfall - the total number of actual physical visitors to a library facility.

Based on comparator data based on the first six months of 2012 compared to 2013, this year has seen an increase in visitors of 1.75%, bucking the national trend which is seeing declining visitor numbers.

670,000 675,000 680,000 685,000 690,000 695,000 2012 2013 Total

Footfall January ‐ June 2012 vs 2013

Footfall 50000 100000 150000 200000 250000 Visitor Numbers Library Branch

Footfall By Branch January ‐ June 2012 vs 2013

2012 2013

Supplier: John Laing Integrated Services

Performance – Libraries – Member’s Activities

• Virtual visits are visits to our online services, such as the website and the online catalogue.
• Web renewals are whereby a library member can go online to extend the loan period on their book rather than

having to visit a library to do so.

• The Library at Home’

service visits an average of 770 housebound library members each month, lending around 8800 items each month.

100000 200000 300000 400000 500000 600000 700000 Issues Catalogue Website

Comparison of Member Activities January to June 2012 vs 2013

Jan ‐ Jun 12 Jan ‐ Jun 13

20,000 40,000 60,000 80,000 100,000 120,000 2012 2013 Total

Web Renewals January ‐ June 2012 vs 2013

Web Renewals

• The 28.55% increase in stock issues can be attributed to the new stock becoming available following the

reinstatement of the book fund.

• Increase in web renewals of 188%

demonstrating improved accessibility and online service provision.

Supplier: John Laing Integrated Services

Performance – Libraries

A reservation is made when a library member wants an item of stock that is already out on loan to another member, or may be available but at a different branch. A reservation can either be made online, over the telephone or in person at a library branch.

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 7 Days 15 Days 30 Days 30+ Days % Achieved Wait Time

Reservations Fulfilled Average Jan ‐ Jun 2012 vs 2013

Target 2012 2013 0% 1% 1% 2% 2% 3% 3% 4% Target 2012 2013 % Not Met

Reservations Not Met in 90 Days Comparison 2012 vs 2013

Target 2012 2013

• With the reinstatement of the book fund; wait times for reservations have dropped in comparison to

the same period in 2012; and the number of reservations not met within 90 days has dropped to 1%. (The national target is 2%)

Supplier: John Laing Integrated Services

Key statistics – Member’s Activities Performance – Library at Home

• The Library at Home’

service visits an average of 770 housebound library members each month, lending around 8800 items each month.

1.50% 21.50% 77%

Library at Home ‐ Satisfaction Survey 31/03/2013 (Level of Service)

Average Good Very Good Excellent

2% 6% 46% 46%

Library at Home ‐ Satisfaction Survey 31/03/2013 (Choice & Quality of Stock)

Average Good Very Good Excellent

• Annually, a 10% selection of the library at home users are surveyed to gain feedback on the service they
• receive. 100% rated the service Good, Very Good or Excellent.
• 98% rated the quality and selection of material as Good, Very Good or Excellent.

Supplier: John Laing Integrated Services

Performance - Libraries

5 10 15 20 25 Jan‐12 Feb‐12 Mar‐12 Apr‐12 May‐12 Jun‐12 Jul‐12 Aug‐12 Sep‐12 Oct‐12 Nov‐12 Dec‐12 Jan‐13 Feb‐13 Mar‐13 Apr‐13 May‐13 Jun‐13 Number Received Month/Year

Complaints By Month

Total Complaints Actual Acknowledged Actual Responded

• During the past 18 months, there have been 155 complaints raised
• Ratio of complaints to footfall is 0.01%
• Ratio of complaints to active members is 0.38%

Supplier: John Laing Integrated Services

Performance - Libraries

20 40 60 80 100 120 Jan‐12 Feb‐12 Mar‐12 Apr‐12 May‐12 Jun‐12 Jul‐12 Aug‐12 Sep‐12 Oct‐12 Nov‐12 Dec‐12 Jan‐13 Feb‐13 Mar‐13 Apr‐13 May‐13 Jun‐13 Percentage Achievement

Complaints ‐ Performance Against Key Performance Indicator (KPI) Targets

KPI Target Actual Acknowledged Actual Responded

• During the past 18 months, the supplier has consistently exceeded the council’s own target of 80% in

acknowledging and responding to complaints within timescale. The exception being in February when 2 of the 4 complaints went overdue as a result of unforeseen resource availability.

Supplier: John Laing Integrated Services

Performance - Libraries

360 380 400 420 440 460 480 Jan Feb Mar Apr May Jun Hours Per Week Month

Opening Hours January ‐ June 2013

Target Actual

• John Laing is contracted to open the libraries for a total of 395 hours per week.
• John Laing actually provide a total of 464.5 hours per week
• A total of 69.5 additional hours per week at no extra cost to the Authority.

Supplier: John Laing Integrated Services

Performance – Leisure

Participation at Leisure centres in 2012/13 was 1,251,071 (attendances)

• Increase on previous year

Customer feedback indicates high satisfaction

• verall

Average of 94% of respondents gave Excellent, good

• r satisfactory rating Covers areas including:

Knowledgeable, friendly staff, Range of activities, Condition of building, Value for money, Ease of gaining information

Supplier: Fusion Lifestyle

Performance - Leisure

Complaints / Compliments Jan – May 13 8 complaints received: Including issues such as: Cleanliness, water temperature 100% responded action taken e.g. deep cleaning, equipment maintenance 5 compliments received: Commenting on cleanliness and friendliness of staff

Supplier: Fusion Lifestyle

Gunnersbury Park HLF Update

Gunnersbury is jointly owned and run by Hounslow and Ealing councils a joint project team has prepared two applications to the Heritage Lottery Fund (HLF) and the Big Lottery Fund (BIG) to regenerate Gunnersbury into a sustainable high quality park with varied uses, which serve the local community and region whilst respecting, enhancing and interpreting its historic framework and fabric. The HLF has awarded Gunnersbury £386,400 from the Heritage Grants programme to help develop our proposals for the museum. This project estimated at £9.4 Million will restore Gunnersbury Park House and develop and expand the museum within it allowing our collections to inspire learning and creativity and promote a better understanding of local heritage. A second round application to the HLF is planned in February 2014. The HLF and BIG have jointly awarded Gunnersbury £321,330 from the Parks for People grants programme to help develop our proposals for the park. These proposals, estimated at £7.9 million, will to restore the park's unique heritage features and introduce new community and leisure activities for everyone to enjoy. A second round application to the HLF and the Big Lottery Fund is planned in February 2014.

Upgrading Play provision in Parks

LBH has a capital replacement program for its 46 play grounds and the cost for upgrading playgrounds over the next 10 years is in the region of £2,870,000. The upgrading play program is lead and managed by LBH with some input from

• ur contractor JLIS

LBH have a design and install program to for all new play areas. This is carried

• ut and evaluated in accordance with RoSPA’s 5 Star awards.

The design and installation packages are let following consultations with users and local groups allowing their feedback to be included in the brief. An evaluation panel made up of officers, Laing Play officers and up to two community representatives evaluate and chose the best design during a 2 stage process.

Questions ?