4. BEST VALUE REVIEW: - DEVELOPMENT CONTROL
SERVICE AREA :DEVELOPMENT CONTROL
SERVICE IMPROVEMENT PLAN
AREAS FOR IMPROVEMENT
THE SPEED OF PROCESSING PLANNING APPLICATIONS – As well as being a national Best Value Performance indicator, performance in relation to the speed of processing
applications demonstrates an efficient and customer focussed organisation.
PERCENTAGE OF PLANNING APPLICATIONS DETERMINED BY OFFICERS – This is a Best Value performance indicator and Government considers more applications should
be dealt with under officer delegation to provide more time for elected members to decide major and controversial applications.
IMPROVEMENT TARGETS
Indicator
1. The percentage of major planning applications given a decision within
13weeks ( government target 60% - BVPI109a)
2. The percentage of minor planning applications given a decision within 8
weeks( government target 65% - BVPI109b) .
3. The percentage of other planning applications given a decision within 8
weeks( government target 80% - BVPI109c)
4. The time from initial receipt of a planning application to and arriving with
the case officer. Current Target – within 3 days
5. The number of decisions delegated to officers as a percentage of all
decisions, (Government target of 90% to be achieved by all authorities every
year – BVPI 188).
6. The number of Tree Preservation Order Applications determined within 6
weeks
Baseline
2001/02
38%
02/03
to date
48%
03/04
04/05
05/06
06/07
60%
60%
60%
60%
64%
59%
65%
65%
65%
65%
77%
80%
80%
80%
80%
80%
0% -Av 11
days
65.7%
Av 11 days
3 DAYS
2 DAYS
2 DAYS
2 DAYS
73%
90%
90%
90%
90%
36%
50%
80%
80%
100%
100%
1
PERFORMANCE IMPROVEMENT PLAN
Action Points
Short Term
R1 – Implement Oce Process review to move
to a digitally based service
R2 – Extend the use of GIS to speed processes
up,and improve quality including:- accuracy of data
- reliability and consistency of data
- comparison of multiple data sets
R3 – Ensure adequate staffing levels and
flexible structure
Actions Required
Timescale
Responsible
Officer
Send out to tender
August 2002-
Appoint FM contractor
October 2002
Implement action plan
November 2002
Plot applications
Achieved
T Mitchell
Input and Correct constraint and historic data
to speed up flow and improve accuracy
March 2004
P Mallinder
Upgrade computer system to integrate with
GIS (Uniform Version 7)
Introduce use of postcodes
June 2003
Paul Mallinder
Acquire and install higher spec computers
66% acquired
remainder
2002/2003
January 2003
Obtain authority for the DC manager to recruit
establishment posts under delegated authority.
Flexibility of structure achieved through use
of small applications team covering all city
P Mallinder
Reason for
Improvement
Improve PI’s
Better systems for
supporting services
Efficiency savings
More effective
partnerships
Improve PI’s
Better systems for
supporting services
Efficiency savings
More effective
partnerships
Resources
Awaiting tenders
Proposals to be
considered
Existing IT budget
50% Fte Planning
Officer post
10 days IT support
£50K
20 days IT support
1 FTE admin post
for 6 months
1TE Planning Post
for 6 months
2003/2004
£10K
5 days IT support
D Jolley
Improve PI’s
Current
establishment
budget
£15k
Respond to peaks of work and specific tasks
by use of contract services.
2
R4 – Further develop the performance culture
Focus staff on key improvements
October 2002
D. Jolley
T. Mitchell
M.Hodgson
Improve PI’s
Engage staff in the
drive for improved
performance
Existing budget
Develop electronic consultation with
consultees
April 2003
T Mitchell
O Ford
Improve PI’s
10% of 1 GPO for
6 months
Commence consultation with regular
customers via e mail
September 2003
E-consultation with all consultees
April 2004
Review Scheme of Delegation
Report to Lead Member
Report to Panel Chair
Consult all Elected Members
Consult User Panel
Report to Cabinet and Council
Introduce and Publicise new Scheme
May 2002 Achieved
June 2002 Achieved
July 2002 Achieved
July/August 2002
September 2002
September 2002
October 2002
Incorporate performance issues and target
setting into existing appraisal system
Staff training
R5 – Modernise how the City Council
consults with regular users to secure quicker
and more efficient transactions
R6 - Increase the percentage of planning
applications determined by officers
3
10% of Admin
Officer for 6
months
D Jolley
Improved BVPI
Existing resources
R7 – Improve the speed of processing Tree
Preservation Order applications
Additional staff (planning assistant)
Achieved
Use of GIS - TPO data
2002/2003
D Jolley
Arboricultural advice
Achieved
1 - Produced and implemented process review
including mapping (system is Quality
Assured)
DJ/TM/MH
2 - Commissioned document flow report from
partners Oce FM
PM
3 - Introduced web site with plans available
for viewing which saves staff time and frees
up capacity
TM
4 - Moved administrative to staff to more
effective locations in the office to improve
information flow
OF
5 - Trialling ALPHI , where Health and Safety
Executive assessments are carried out
internally using a checklist system.
TM
6 - Publicised the web site using letters to all
people consulted on planning applications,
planning journal, posters, leaflets and the
Salford Advertiser.
TM
7 - Displayed the web site at RTPI Exhibition
in Manchester in June 2002
TM
4
Improve PI
Efficiency
improvement
More effective
partnership
£15,000
Improve PI’s
Better systems for
supporting services
Efficiency savings
More effective
partnerships
Budgets identified
8 - Restructured section to create small
applications processing team.
Medium/long term
R8 – Improve access to service
DJ/TM/MH
Install public access package to Uniform
version 7
2003.2004
Engage with corporate GIS development to
facilitate customer access to service data
including location of TPOs, listed buildings,
conservation areas.
2004
5
T Mitchell
P Mallinder
Improve PI’s
Better systems for
supporting services
Efficiency savings
Improve customers
access to servuces
Budgets identified
( R2 )
corporate
BEST VALUE REVIEW: - DEVELOPMENT CONTROL
SERVICE AREA:
SERVICE IMPROVEMENT PLAN
AREAS FOR IMPROVEMENT
CUSTOMER RELATIONS.
IMPROVEMENT TARGETS
Indicator
1. Number of hours the office is open to visitors
2. Percentage of applications which can be submitted on line
3. Planning Information available to minority groups
4. Customer Satisfaction – The percentage of customers satisfied with the
service received (Top Quartile – 81%)
Baseline
2001/02
02/03
03/04
04/05
05/06
06/07
37 hours per
week
NIL
40 hours per
week
NIL
Produce
multilingual
pamphlet
_
40 hours per
week
NIL
Implement
corporate
strategy
40 hours per
week
100%
Implement
corporate
strategy
40 hours
per week
100%
Implement
corporate
strategy
40 hours per
week
100%
Implement
corporate
strategy
90%
_
_
95%
87%
(2000/2001)
PERFORMANCE IMPROVEMENT PLAN
Action Points
Short Term
R9- Extend opening hours on Thursdays from
8.00am to 7.00pm
Actions Required
Timescale
Produce protocol
September 2002
Consult with staff and unison
Liaise with Building Managers re opening,
security issues etc.
Publicise
6
Responsible
Officer
TM/TH
Reason for
Improvement
Resources
More equitable
access
Better services for
users
Existing resources
by use of flexi-time
Staff rota
R10-Improve the web site
Commence opening
26 September 2002
Enable applications to be submitted via the
web
January 2004
Incorporate search facility
T Mitchell
P Mallinder
Public access to database
R11 – Improve access to the service by Black
and ethnic minority groups
Achieve egovernment target
(2004)
More equitable
access
Minor efficiency
savings
More equitable
access
£5,000
Produce multi-lingual leaflet and poster
promoting the service
Promote service with Talking News
Highlight columns making them more visible
Improve layout of reception furniture
Provide better stands for documents
Update website
Produce poster
2002/2003
P Mallinder
November 2002 to
April 2003
P Mallinder
More equitable
access
Budget identified
Achieved and review
annually
P Mallinder
T Mitchell
Existing resources
Establish protocol
Train staff
Produce rota
January 2003
M Hodgson
Better services for
users
More equitable
access
Improve customer
access to service
R15 Submit charter mark bid to maintain
continual improvement on customers issues
Produce draft
Submit bid
2003/2004
P Mallinder
Improve service to
users
Existing resources
R16 Implement Peer Review Group 4 strategy
Monitor black and ethnic minorities
Improve access to service
2003/2004
D Jolley
More equitable
access
Existing resources
R12 – Improve reception by implementing
reception access action plan
R13 – Publish service standards and
information on planning applications on web
site and poster in reception
R14 – Introduce Duty Officer system
Existing resources
Existing resources
Medium Term
7
Long term
R17 - Develop strategy for access to services
via Contact Centre and One Stop Shop
Engage with corporate strategy
2004/2005
T Mitchell
A Whittle
More equitable
access
Efficiency savings
Better systems for
supporting services
Achieved
More equitable
access
9 - Established high quality web site
information with viewable plans to improve
access (ongoing)
10 - Installed loop system at reception
11 - Installed electric doors to reception
12 - Panel Quality Assured to improve public
reassurance of probity and fairness of hearing
8
Existing respurces
BEST VALUE REVIEW: - DEVELOPMENT CONTROL
SERVICE AREA:
SERVICE IMPROVEMENT PLAN
AREAS FOR IMPROVEMENT
QUALITY OF OUTCOMES/ ADDED VALUE:
IMPROVEMENT TARGETS
Indicator
1. The percentage of plans which have been amended prior to a decision
being taken to improve the quality of outcome
2. The number of maladministration findings
3. The percentage of appeals allowed
4. Percentage of enforcement cases resolved within 13 weeks
5. Number of formal complaints about the service (non-ombudsman &
upheld)
6. % of S.106 Agreements (planning gain) secured and required by policy
7. Applicants of 50% of major planning applications engaged with
Development Team
Baseline
2001/2
02/03
03/04
04/05
05/06
06/07
1
35%
0
0
35%
70%
0
0
35%
75%
0
0
35%
80%
0
0
35%
85%
0
0
35%
90%
0
100%
_
100%
25%
100%
50%
100%
60%
100%
70%
100%
70%
PERFORMANCE IMPROVEMENT PLAN
Action Points
Short Term
R18 - Publicise the Development Team
Approach
R19 - Proactive compliance checking
Actions Required
Timescale
Publicised on the website and ongoing
Continuing
Establish framework
Link with Building Control
Train staff
Publicise
2003/2004
9
Responsible
Officer
Reason for
Improvement
P Mahoney
More effective
partnerships
Ensure
development
accords with the
scheme approved
by the city council
T Mitchell
Resources
Existing resources
Existing resources
R20 - Adopt SPG for Telecommunications
Complete consultation
Approval by Council
January 2003
March 2003
S Plowman
To improve
decision-making
framework
To improve quality
of decision-making
Existing resources
R21 – Introduce members review of decisions
Produce protocol
Introduce Members inspection
2002/2003
D Jolley
R22 - Produce Planning application checklist
to improve quality of submission of planning
applications
R23 - Review staff manual on consultation
Adopt national planning application checklist
2003/2004
D Jolley
Better services for
users
Existing resources
Produce manual
Train staff
2003/2004
D Jolley
Better system for
supporting services
Existing resources
R24 Review Existing SPG for Hot Food Uses
Await issue of Government proposals in
respect of revisions to use classes
Review
Report to Lead Member
Consultation
Address responses
Lead Member
Council
Produce service level agreement
Implement
2003/2004
T Hartley
Better service for
users
Existing resources
2003/2004
D Jolley
Better services for
users
More effective
partnerships with
outside bodies
A range of topics will be identified by the
reviewed UDP which require the production
of SPG
2003/2004/2005
D Jolley
Delivering
local/national
priorities
Better services for
users
Existing resources
Medium Term
R25 – Commission Greater Manchester
Geological Unit to monitor major minerals
and waste development and ensure
compliance with conditions
£6000
Long Term
R26 - Produce new Supplementary Planning
Guidance and review existing following
review of Unitary Development Plan
Achieved
13 - Undertake annual member training
(ongoing)
14 - Taken all members of the panel to see
effects of decisions
10
Existing resources
15 - Established Development Team
Approach
16 - Enforcement Concordat adopted
17 - Enforcement Charter adopted
18 - Increased number of enforcement staff
from 1 to 2
19 - Implemented Action Plan recommended
by District Audit following their review into
the decision-making framework for planning
decisions, probity issues, management
arrangements and legality.
20 - Produced Supplementary Planning
Guidance in respect of House Extensions,
Tree Protection, Crime and Security and
guidance for Planning Gain in Chapel Street.
21 - Produced draft of SPG for
Telecommunications.
22 - To ensure all planning decisions accord
with national planning policy and the
development plan and all planning
applications will be addressed against this
framework.
23 - Monitoring of all appeal decisions and
benchmarking with all Greater Manchester
Authorities
11
BEST VALUE REVIEW: - DEVELOPMENT CONTROL
SERVICE AREA:
SERVICE IMPROVEMENT PLAN
AREAS FOR IMPROVEMENT
TRANSPARENCY, PROBITY, FAIRNESS AND CONSISTENCY IN DECISION-MAKING
IMPROVEMENT TARGETS
Indicator
Baseline
2001/2
02/03
03/04
04/05
05/06
06/07
Number of awards of costs against City Council
Number of complaints received and upheld relating to local Code of Conduct
Number of complaints received and referred to National Standards
Committee and upheld
0
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
PERFORMANCE IMPROVEMENT PLAN
Action Points
Short Term
R27 - Revise Local Code of Conduct for
Members and Officers dealing with planning
matters in light of new publicised national and
LGA guidance
R28 – Produce Quality Assurance procedure
for Planning and Transportation Regulatory
Panel
Medium Term
R29 - Produce policy on achieving a
responsive dialogue with local people rather
than just consultation
Actions Required
Timescale
Responsible
Officer
Reason for
Improvement
Resources
More equitable
access
Maintain high level
of probity
More equitable
access
Maintain high level
of probity
Existing resources
Better services for
users
More equitable
Existing resources
Produce report
Report to Lead Member
Report to Council
Implement and train staff and members
Produce draft procedure
Consult members
Report to Lead Member and Chair of Panel
Train members
Implement
2002/2003
D Jolley
March 2003
2002/2003
D Jolley
Undertake research
Produce draft policy
Report to Lead Member
March 2003
September 2003
October 2003
12
TM
Existing resources
(see Camden & Wirral?)
Undertake consultation
Report to Lead Member
Train staff/Implement/Publicise
November 2003
February 2004
March 2004
R30 – Improve reporting of planning
applications to Planning and Transportation
Regulatory Panel
Improve layout of furniture in committee
room
Introduce more effective presentation
techniques
Improve access to committee rooms
Improve customer care
2004
Achieved
24 - Adopted Local Code of Conduct for
Members and Officers dealing with planning
matters in 2000 – posted on website
25 - Local Codes of Conduct for members and
for staff – training given and codes posted on
website
26 - Reasons given for the planning decision
made in respect of all planning applications.
27 - Adopted Scheme of Delegation on
website
28 - Produced Customer Charter
29 - Leaflets sent out with all neighbour
consultation letters explaining process
30 - All complaints and compliments
recorded. Corporate complaints procedure in
place and publicised with pamphlets
31 - Planning and Transportation Regulatory
Panel – Quality Assured
13
access
D Jolley
More equitable
access
£5000