LAW and ADMINISTRATION
PERFORMANCE INDICATOR
REPORT
MARCH 2006
Covering the Following Sections
Elections
Committee Services
Support Services
Copy Print
Emergency Planning
CUSTOMER AND SUPPORT SERVICES
MANAGEMENT PERFORMANCE INDICATORS
TARGETS 2005/2006
ELECTIONS
Performance Indicator
26.4.06
Target Actual
Percentage of households canvassed
92%
84%
Percentage of adult population on register – compared to Registrar
General’s mid term estimates
98%
93.09%
Improve electoral turnout
41%
49.21%
Comments
Although the overall return is comparable to other authorities
within Greater Manchester, Eccles and Worsley
Constituencies both exceed target at 93.19% and 94.54%
respectively.
Salford Constituency continues to be subject to poor response
at 68.74%. Poor responses are evident in areas of high student
population, short term lets and new build, but are not
confined to Salford. A fall in returns is being experienced
throughout Greater Manchester, which is following a national
trend.
The mid term adult population is 168,378. Following the
update of the register on 1 April the electorate is 156,749. This
figure is a little low because 4000 names have been removed
from the register following a comparison with Council Tax
records and Housing Tenancy Lists, of properties where forms
had not been received last year. The exercise was conducted in
an attempt to improve the accuracy of the register.
This figure is the turnout for the general election held 5 May
2005 and is considerably higher than that expected at a local
election.
Conduct annual customer satisfaction survey
By
February
2006
In conjunction with Members Services and Committee
Services the questionnaire has now been designed for the
customer satisfaction survey. The questionnaire will be
distributed and analysed by the end of May 2006.
Committee Services – Business Plan, 2005/06
Performance indicators for 2005/06
Performance Indicator
Target
Actual
Links to Pledges/Sub
pledges
Links to executive
priorities
Reaching our customers
To achieve accuracy in the
production of minutes
(Excluding attendances and
apologies)
Number of –
Commendations
Complaints
100%
99.76%
20
0
29
0
To service, within existing
resources, a minimum number
of elected member meetings
670
* 701
Reaching our customers
To ensure that the Forward
Plan is published by the due
date each month
100%
100%
Reaching our customers
Carry out an annual satisfaction
survey
To be completed by
February 2006.
Satisfaction rating
95%.
Joint survey being
undertaken
Reaching our customers
Reaching our customers
* In 2004/05, the number of meetings serviced was 631.
Improvement Plans – Future Targets
Future Target
Target Dates
Links to Pledges/executive
priorities/legislation/national or
local plans
To provide a questions and answers facility for
members of the public (via the Internet)
relating to the way the Authority discharges its
democratic responsibilities.
31st March 2006
Pledge 5
To service all Lead Member Briefings
31st March 2006
Pledge 5
Reduce the amount of paper by 2% by means
of improved electronic technology in the
Committee Rooms
31st March 2006
Pledge 7
Support Services Unit – Business Plan 2005/06
Performance indicators for 2005/06
Performance Indicator
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
Target
Actual
Links to Pledges/Sub
pledges
Links to executive
priorities
98% by 9.45 am
100% by 4.15 pm
99.60% April-Mar 06
100% April-Mar 06
All
All
Reaching our customers
Working with our partners
98% before 10.30 am
99.60% April-Mar 06
Target not achieved on
one occasion due to post
not arriving until 9.45 am
All
Reaching our customers
85%
76.51% April-Dec 05
All
Reaching our customers
86,000
62324 April-Dec 05
wef 24th January 06
responsibility for the
switchboard transferred to
Customer Services
All
Reaching our customers
32,000
46589 April-Mar 06
Pledges 1 and 7
Reaching our customers
8584 Aug-Mar 06
Pledges 1 and 7
Reaching our customers
Telephone Services Normal Office Hours
1) Percentage calls answered
within 30 seconds
2) Number of calls answered per
annum
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
By February 2006
Reaching our customers
Improvement Plans – Future Targets
Future Target
Target Dates
Links to Pledges/executive
priorities/legislation/national or local plans
To generate savings through the booking of
business travel and accommodation by
direct contact with suppliers and use of the
internet.
March 2006
Pledge 6/Gershon
Computerise the Council’s car loan
Scheme to speed up the process and
improve the reconciliation of car loans with
the SAP system.
July 2005
Pledge 6/Gershon
Produce an electronic staff training record
initially for Law and Administration and then
for all of Customer and Support Services.
Law and Administration Record will help
with training plan and application for IIP
May 2005
Investing in our workforce
CUSTOMER AND SUPPORT SERVICES DIRECTORATE
Copy Print Unit – Business Plan 2005/06
Performance indicators for 2005/06
Performance Indicator
Target
Actual
Links to Pledges/Sub
pledges
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 2006
March, 2006
447,335
(We have again
exceeded the target)
March, 2006
22,381
(We have again
exceeded the target)
We are continuing to
improve networking
facilities to our
customers
It is now no longer
feasible to undertake a
joint customer
satisfaction survey,
therefore, Peter Smith
will be meeting with
Graham Chinn to
discuss this matter.
Pledge 6
Carry out annual customer
satisfaction survey
March 2006
Increase the numbers
of staff using
networking facilities
month on month
Survey to be carried
out by February, 2006.
95% satisfaction
rating.
Links to executive
priorities
Pledge 6
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, 2006
Pledge 6
This target was achieved August, 2005, when
the Section obtained a further digital colour
photocopier. The Section is to obtain a further
high volume digital black / white photocopier
by the end of April, 2006. This will result in a
better service to our 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, 2006
Pledge 2
We are still working with the Police and GMPA
Working with our partners
with regard to this target
31st March, 2006
The Section is continuing to work with our
partners with regard to ensuring that this target
is achieved
Pledge 1
Working with our partners
Target
2 exercises at corporate level of which 1
exercise will be a live action role-play.
Exercise will ensure that all ‘key’ staff in
Directorates are given the opportunity to
participate
At least 3 per Directorate
At least 12 in each ‘key’ Directorate or
“arms length” organisation C & SS,
Environmental, Ed & Leisure, Housing &
Planning, Urban Vision
Actual
Pandemic ‘flu
exercise held
October 6th . 18
internal, 46
external attended
Multi- agency live
play exercise
scheduled for 28th
March.
10
Links to
Pledges/Sub
pledges
Links to
executive
priorities
Pledge 2
Working
with our
partners
Investing in
our
workforce
Investing in
our
workforce
Follow guidance from GM Resilience Forum
Training for
volunteer staff
23rd September
25 attended
Crowd safety
training 10th
October 25 att.
Elected Members
Training 20th
Sept.
Rest Centre staff
training 27th
February 25+
trained
Ongoing
Pledge 2
By February 2006
On target
Not completed
All
Working
with our
partners
Working
with our
partners
Emergency
Planning Team Business Plan
2005/06
Improvement Plans – Future Targets
Future Target
Complete CCA Implementation
Plan
Commence Community Risk
register
Delivering in accordance with the
Act, e.g.
–Restructured co-operation
mechanisms
–Community Risk Register (& risk
assessment processes)
–Business continuity plan
–Generic emergency plan
–Agreed arrangements for
informing & warning the public
Improve response times to
incidents and/or plan testing
exercises by 5%
Target Dates
Actual
May 2005
GMLRF implementation plan
Pledges 1, 7
adopted
Reaching our customers
Working with our partners
Salford risk assessment
group meeting regularly
Final draft Community Risk
Register prepared available via internet link.
Achieved
Pledges 1,2 and 7
Reaching our customers
Working with our partners
October 2005
November 2005
Links to Pledges/executive
priorities/legislation/national or local
plans
Pledges 6 and 7
Reaching our customers
Working with our partners
March 2006
Ongoing
Pledge 2
Working with our partners