LAW and ADMINISTRATION
PERFORMANCE MANGEMENT REPORT
QUARTER 1
2006
Committee Services
Copyprint Services
Electoral Services
Legal Services
Support Services
Committee Services – Business Plan, 2006/07
Performance Indicators for 2006/07
No.
Performance Indicator
1
Establish and service the Executive Groups 100%
in line with the new neighbourhood
management structure
Provide advice and guidance on the
Quarterly
Council Constitution
training/review
sessions for
Committee Services
Staff
To service a minimum number of elected
680
member meetings
2
3
4(a)
4(b)
Number of –
Commendations
Complaints
Target
20
0
Actual
Links to
Pledges/Sub
pledges
Links to Cabinet
Work Plan
Priorities
100%
Pledge 5
Reaching our
customers
Training session
held on 19th April
(Access to
Information)
Investing in our work
force
200
Reaching our
customers
Reaching our
customers
5
2
5
Ensure the production of the Council Work Date to be
Plan
determined
0
Reaching our
customers
6
Ensure that the Forward Plan is published
by the due date each month
100%
100%
Pledge 5
Reaching our
customers
7
Review circulation lists for the community
committees
100%
62.5%
Pledge 5
Reaching our
customers
Improvement Plans – Future Targets
Future Target
As appropriate
Links to Pledges/Cabinet
priorities/legislation/national or local plans
Pledge 6
Paperless meetings
To be determined
Pledge 5
All Members of the Council to be eligible to
serve on Corporate Complaints Panels
31st March 2007
Pledge 7
Ensure no delay in the filling of vacant posts
Team building exercise
Target Dates
(Pool of Members increased from 16 to 19)
To be determined
Copy Print Unit – Business Plan 2006/2007
Performance Indicator
Target
To increase volume black/white
reprographic work
From (410,000 per month) to
(415,000 per month)
Increase volume colour digital
reprographic work
From (12,000 per month to
15,000 per month)
Improve networking via email
by customers
March 2007
June, 2006
449,467
(Target achieved)
Pledge 6
March 2007
June, 2006
23,201
(We have exceeded the
target)
The Section has now an
additional workstation in
place – this will now
enable a quicker turn
round for work coming
into the Copy Print
Services Section.
Pledge 6
Carry out annual customer
satisfaction survey
Continue to increase
the numbers of staff
using networking
facilities month on
month
Survey to be carried
out by December,
2006. The last
customer satisfaction
rating (2005) equated
to 95% satisfaction.
Actual
The Copy Print Services
Manager is looking to
move an existing
member of staff from the
office onto the shop floor
to ensure targets are
met during busy periods.
The Section will be
undertaking its own
survey, as opposed to a
proposed joint one with
the Committee Services
/ Members’ Services
Units.
Links to Pledges/Sub pledges
Links to executive
priorities
Pledge 6
Reaching our customers
All
Reaching our customers
Improvement Plans – Future Targets
Future Target
Provision of extra workstation for printing via
net- working.
Target Dates
Links to Pledges/executive
priorities/legislation/national or local plans
31st March, 2007
Pledge 6
The new workstation for copying via
networking has now been installed – this will
lead to increased productivity and efficiency of
the service to customers.
To market our services and generate business
with the police and GMPA to print information
which would e.g. assist schools to address the
anti-social problems within our community
To market our services and generate business
with internal and external partners publicising
the need to improve diet, stop smoking and
improve health
31st March, 2007
Work is still ongoing with GMPA etc., with
Pledge 2
Working with our partners
regard to this target.
31st March, 2007
The Section is still continuing to work with
external partners for the benefit of this service
delivery area / benefit of the City Council.
Pledge 1
Working with our partners
ELECTORAL SERVICES
Performance Indicator
Target Actual
Percentage of Households Canvassed
88%
Percentage of Adult Population on Register – compared to
Registrar General’s mid term estimates
95%
92.75%
Improve Electoral Turnout
28%
28.14%
By
February
2006
21 June,
2006
Conduct Annual Customer Satisfaction Survey
Comments
The canvass does not commence until August 2006.
The mid term adult population is 168,378. Following the
update of the register on 1 July the electorate is
156,177. This figure has decreased this period due to a
dead wooding exercise being undertaken from the return
of election documentation. Poll cards and postal ballot
packs were returned where electors no longer reside at
the property or have deceased. Rolling registration
application forms have been issued to the new occupiers.
Turnout was slightly higher than expected and actually
increased in comparison with the last local election which
was conducted in the same manner – with the use of
polling stations and postal votes. Turnout at the last
comparable local election held on Thursday 2 May 2002
was 25.07% which is a 3.07% increase.
The customer satisfaction survey has been distributed
to Members attending Council on 21 June 2006. To date
there have been 15 questionnaires returned. It has been
decided, in conjunction with Members Services and
Committee Services, to redistribute the customer
satisfaction survey at Council on 19 July 2006. This will
provide Members with a further opportunity to complete
the questionnaire, thus enabling a more reflective
analysis to be undertaken.
IMPROVEMENT PLAN
Future Target
Purchase of Scanning Machine
Target
Date
July
2006
Arrangements to be made with Call Centre to forward
electoral registration forms to new occupiers of properties
October
2005
Begin using new version of Electoral Management System and
ensure staff fully trained and conversant with operating the
system
October
2005
Presentations to all High Schools
September
2006
Actual
Initial contact has been made with Idessa, the current
software electoral registration system provider, to
ascertain costing. Alan Eastwood has requested for
invitation letters to be sent out to 3 other electoral
registration software providers to compare costing.
An initial approach has been made to Salford Direct
requesting that rolling registration application forms
are issued systematically to all new occupiers when
contacting the call centre. They have yet to respond.
This matter is currently being pursued with the
Customer Contact Centre Manager.
Use of the system began as part of the administration
of the Parliamentary General Election, held in May 2005,
and was again used at the Local Elections held in May
2006.The software is a management tool and as such is
only kept on the Principal Electoral Services Officers
and Senior Electoral Services Officer’s computers.
This target will not be met until someone is appointed to
the post of Senior Electoral Services Officer, as at the
moment the Principal Electoral Services Officer is
undertaking duties associated with both posts and is
unable to make the necessary arrangements to have
presentations taken to high schools.
Arrange for the use of an Internet Electoral Registration
System for the annual canvass
September
2006
This target is now obsolete with the introduction of the
new Electoral Administration Act, which gained Royal
Assent on Tuesday 11 July 2006. There is a new duty on
Electoral Registration Officers to take all necessary
steps to ensure the compilation of comprehensive
registers. One of the steps is to ‘make on one or more
occasions house to house inquiries’. Therefore, personal
visits will need to be undertaken in this year’s annual
canvass to meet the requirements of the new Act.
LEGAL SERVICES TEAM - BUSINESS PLAN 2006/07
Performance Indicator
A. Land Charges Team
BVPI 179 % of land charges
search requests processed in 10
days or less
B. Family Team
(i) % of legal planning meetings
where attendance required
(ii) % of Placement Orders
issued with 14 days
C. Litigation Team
(i) % of prosecutions brought
resulting in convictions
(ii) Statutory Notices to be
advertised within 28 days of
satisfactory instructions
D. Housing Legal Team
(i) % of injunction obtained
obtained on request or
undertaking
(ii) % of disrepair claims settled
for less than the Part 36 offer
or stated value
Target
Actual
Links to Pledges/Sub pledges
Links to executive
priorities
Links to pledges 6 and 7
Links to executive priorities 1
and 3
98%
98.50%
100%
100%
Links to pledge 7
Links to executive priority 1
100%
100%
Links to pledge 7
Links to executive priority 1
90%
95%
Links to pledges 2 and 7
Links to executive priorities 1
and 3
90%
100%
95%
100%
Links to pledges 2 and 7
Links to executive priorities
1, 3 and 4
100%
100%
E. Crime and Disorder Team
(i) % of complaints receiving
acknowledgement within 3
working days
(ii) % of customer satisfaction
surveys sent to complainants
F. General
(i) Number of complaints
received
(ii) Number of complaints
resolved to complainant’s
satisfaction
100%
100%
75%
100%
0
0
Links to pledge 7
Links to executive priorities 1
and 3
100%
100%
Links to pledge 7
Links to executive priorities 1
and 3
Support Services Unit – business plan 2006/07
Performance indicators for 2006/07
Performance Indicator
Target
Actual
Links to Pledges/Sub Links to executive
pledges
priorities
98% by 9.30 am
100% by 4.15 pm
100% April to June 06
100% April to June 06
All
All
Reaching our customers
Working with our partners
98% before 10.15 am
100% April to June 06
All
Reaching our customers
45,000
11764 April to June 06
Pledges 1 and 7
Reaching our customers
12500
3126 April to June 06
Pledges 1 and 7
Reaching our customers
Postal Service
1) Deadline for opening of post
2) Deadline for outgoing post to
be ready for collection by Royal
Mail
3) Collection and delivery of post
Out of Office Hours
Number of calls answered per
annum – Emergency Service
Telephone 794 8888
Number of calls answered per
annum – Emergency Service
Extns
Support Services
Conduct annual customer
satisfaction survey for all the
support services unit
Reaching our customers
ACTON PLANS
ACTION REQUIRED
Provide a central resource for the booking of
travel and hotel accommodation for officers and
members
Evaluate content of internet and intranet site
across the division and update accordingly.
Expand the use of electronic leave/flexi booking
system
Emergency Service Out of Hours to receive
customer care training
Review front line services to ensure that older
people’s requirements are reflected in service
delivery
Emergency Service Out of Hours to develop
services standards that the public can expect
receive
DEADLINE
Links to Pledges/executive
priorities/legislation/national or local plans
26/07/2006
Pledge 6/Gershon
30/09/2006
22/12/2006
31/03/2007
30/06/2006
30/06/2006