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MEMORANDUM

By Theodore Martinez,2014-07-11 20:16
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MEMORANDUM ...

     ITEM NO.7

    CORPORATE AND SUPPORT SERVICES

    PORTFOLIO PLAN 2007/2010

    Mid Year Monitoring Report

     January 2008

    Corporate and Support Services Portfolio Plan 2007-2010

    Vision

    To provide excellent political leadership for Corporate and Support Services, including

    ensuring that the Council can become a top performer.

    Portfolio Objectives

    1 To meet the needs of people with differing needs within South Ribble by working in

    partnership with other organisations, including tackling deprivation.

    2 To achieve stronger, more active, sustainable communities throughout the borough and

    encourage community and civic pride.

    3 To maximise access to the Council, ensure exceptional customer service and

    communication throughout the authority.

    4 Overseeing the effective development and delivery of Personnel, Legal, Democratic,

    Office, Revenues, Benefits, Benefit Investigation and Information Services.

Glossary of terms

BVPI - Best Value Performance Indicator

    CAPS the Council‟s Corporate Land and Property System

    CRM Customer Relationship Management System

    ICT Information and Communications

    LAA Local Area Agreement

    LGIU Local Government Information Unit

    NNDR National Non-Domestic Rates

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    1. Background

This progress report has been produced in accordance with the guidance in the corporate

    Performance Management Framework.

    2. Summary of Progress

     Detailed progress on the key actions is shown in the attached tables.

The progress being made is summarised below.

     a) Overall position

    Taken overall, good progress is being made.

     b) Areas of significant progress / achievement

    - Based on the recently published deprivation indices, the situation in the borough

    has improved, as there are no longer any super output areas (parts of wards) in

    the top 10% most deprived areas nationally.

    - The review of Community Engagement is on track fir completion by the end of

    Feb., 2008.

    - The “My Place” campaign and annual community consultation programme have

    been completed and a “My Place” web-site has been established.

    - Successful “Who runs this place?” events were held during Local Democracy

    Week.

    - The March 2010 target to resolve 90% Gateway enquiries at first point of

    contact has been achieved already.

    - Almost 86% of customers are satisfied with the way they are treated when

    contacting the Council, which exceeds the 2009 target of 85%.

    - The new ICT training facility opened in November 2007.

    - The new Committee Admin. System (EGenda) is now live for internal purposes

    and will be available to the public by May, 2008.

    - Collection figures for both Council Tax and Business Rates (NNDR) are ahead

    of last year‟s figures.

    - Legal Services has retained the LEXCEL (Quality Standard) accreditation.

    - A recent inspection from the Office of Surveillance Commissioners to assess

    our compliance with the covert surveillance rules, was successful.

    - The Benefits Services is on track to meet the challenging targets in the Plan.

c) Areas for Action/Concern

    - The project to purchase a new electronic document and record management

    system is running around three months late due to unexpected difficulties in

    evaluation.

    - The project to purchase a new Fraud Case Management System has been

    delayed due to difficulties in finding suitable reference sites and the need to

    ensure that the very latest Government requirements are available. A report on

    the way forward will be presented to Cabinet in February 2008.

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

    Supporting People with Differing Needs

    1. To meet the needs of 1.1 Work with partners to 1.1 Revised approach 1.1 The borough‟s three most A team of research officers from people with differing undertake agreed with Partners deprived super output areas partner organisations in South needs within South neighbourhood profiling by 28 February 2008. rank outside the top 20% of Ribble Partnership have been Ribble by working in and develop a co- deprived areas by 2010. analysing the data held on our partnership with other ordinated approach to deprived areas and are currently organisations, targeting communities looking at the latest Indices of including tackling experiencing Deprivation that have just been deprivation. deprivation. published.

     They show that since the Indices

    was last published in 2004, when

    there was one area, part of Golden

    Hill Ward in the top 10% most

    deprived, this area is now less

    deprived and now falls in the top

    20% most deprived along with two

    areas in the Lowerhouse ward.

    This information together with

    general data has been used in

    producing South Ribble

    Partnership‟s „Working Together‟

    document identifying the key

    issues for South Ribble to help

    plan the Partnership‟s work and

    target areas of need.

    The Council has just subscribed to

    a web-based tool called Local

    Futures, which will help us to work

    with partners on neighbourhood

    profiling.

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

    Healthy Communities

    2. To achieve stronger, 2.1 Review the approach to 2.1 Review completed by 2.1 To be agreed following the The Local Government Member more active, community engagement, February 2008. review. Working Group has set up a Task sustainable including Area Group to review community communities Committees, to assess engagement, including area throughout the their effectiveness and committees. The Task Group has borough and value for money. (This to reviewed the national context of encourage include neighbourhood community engagement, carried community pride. profiling carried out by out an audit, looked at the costs

    North West Employers.) involved, carried out notable/best

    practice research and visits and

    held a successful meeting with

    members of South Ribble

    Partnership. The Task Group is

    currently looking at potential

    models and is on track to report by

    28 February 2008.

    2.2 Continue to work with 2.2 98% of people giving 2.2 To be finalised once the new Written consultation on the impact

    partners to maximise the unpaid help in their free LAA targets are determined. of the present local Compact ends

    potential of the time in the last 12 at Christmas. An event to obtain

    Community and months by March 2008. views on the way forward

    Voluntary Sectors to (including how to make the

    contribute to Compact more effective) will be

    community/corporate held in February 2008.

    objectives, including

    effective use of the A range of activities continue to be

    Compact agreement. delivered to assist the Community

    and Voluntary sectors in South

    Ribble. The Council continue to

    support the South Ribble and

    Chorley Compact group and also

    targets its allocation of grants to

    those organisations committed to

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

    delivering community activities in

    South Ribble. The Council is also

    reviewing its Grants process to

    ensure that this focuses on

    ensuring excellent value for

    money. Finally specific work with

    arts and sports organisations is

    strengthening the potential of

    groups in both these sectors.

    2.3 Implement the „My 2.3 Targets in the annual 2.3 As 2007/08 The My Place annual Place (pride in my local „My Place‟ and communications campaign

    area, community and community consultation encouraging residents to take

    environment) annual programmes achieved. pride in the local areas, community

    communications and environment continues to be campaign plan and the successful. Our attendance at

    community consultation local festivals went down well with

    programme. residents, the number of press

    releases has increased together

    with other practice media such as

    using FORWARD. The My Place

    website includes valuable

    information for residents and

    giving advice. Our annual

    corporate planning/budget

    consultation used the campaign

    branding to help gain resident‟s

    views and shape their place. The

    My Place photographic

    competition has just been

    launched. The next stage is to

    take the My Place roadshow to

    supermarkets and other

    community venues.

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

    2.4 Promote volunteering 2.4 A list of volunteers and 2.4 Targets to be set once policy An approach etc. will be opportunities for Council approach to be in place. established by March 2008. stemployees/elected established by 31

    members. March 2008.

    2.5 Develop and implement 2.5 Policy agreed by 2.5 To be finalised when policy Best practice research has started sta policy on the Council by 31 March agreed. to help develop a policy by the end community ownership of 2008. of March 2008. assets (open

    space/buildings)

    2.6 Promote local 2.6 Programme agreed and 2.6 45% of people feel they can For Local Democracy Week 2007, democracy implemented for Local influence decisions affecting the Solent People‟s Theatre

    Democracy Week (15 their area by March 2009 Company was engaged (with

    19 October, 2007) (baseline 41% 2006/7) funding from the Ministry of

    Justice) to undertake six

    performances of “Who Runs This

    Place?” to a range of invited

    audiences, with workshops on

    hypothetical local democracy and

    community engagement issues

    following each performance.

    Discussions are underway with

    neighbouring authorities on

    potential joint initiatives to promote

    participation in elections and

    electoral registration. Further

    initiatives will be considered

    following the outcome of the

    Review of Community

    Engagement.

     2.7 Continue to work with 2.7 Report on the 2.7 Targets to be agreed as part Four “events” held throughout the stthe Local Government outcomes by 31 March of consideration of the outturn year together with various site Information Unit on their 2008. report. visits. This initial stage of the work frontline councillor of the Network is scheduled to

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

    network. culminate with a report and

    National conference in late

    February 2008. The report will be

    presented to the appropriate

    committee of the council and the

    findings fed into current

    considerations on the development

    of councillors and neighbourhood

    working in the future.

    Delivering Excellent Services

    3. To maximise access 3.1 Continue to invest in new 3.1 85% of One Stop Shop 3.1 90% of One Stop Shop The target for March 2010 is to the Council, ICT systems and enquiries resolved at enquiries resolved at first point currently being achieved. The ensure exceptional implement the first point of contact by of contact by March 2010. target needs to be reviewed in light customer service programme to map/re-March 2008. of further migration.

     and communication engineer all key

    throughout the processes to achieve Those services generating the authority. (To include customer and service majority of the Council‟s customer transparency) improvements, including contacts have already been

    continued migration of successfully migrated to Gateway. services onto Gateway. This has brought with it a

    significant improvement in

    customer satisfaction, as

    demonstrated by recent survey

    and inspection results. Learning

    from the experience of other

    authorities, we have allowed the

    services already migrated to

    Gateway to bed in, ensuring that

    resource levels were able to match

    the demand from customers. As

    part of the corporate planning

    process we are now drawing up

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

    the plans to transfer additional

    services into Gateway. In support

    of this we are also pursuing a

    training opportunity being offered

    by the North West Centre of

    Excellence. This will be at no

    direct cost to the Council and will

    allow up to sixty employees to

    obtain the skills needed to

    redesign business processes

    around customers.

    In terms of key projects, we are

    currently procuring an electronic

    document and record

    management system. The

    procurement exercise is due to be

    completed in February 2008.

    When implemented, in the first

    instance, it will support Gateway

    and help improve service delivery

    in Revenues, Benefits and

    Planning. The Council‟s new ICT training

    facility was opened in November.

    This dedicated facility will allow us

    to provide more structured ICT

    training to both elected members

    and employees. The benefit being

    that they will then be equipped to make better and more efficient use

    of the available technology.

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     PORTFOLIO KEY TARGETS/PIs - POSITION AT 31/12/07 KEY ACTIONS KEY TARGETS/PIs - 2008/10 OBJECTIVES 2007/08

     3.2 Procure new electronic 3.2 New System procured 3.2 New System implemented for Procurement phase well under Document and Record by December 2007. Revenues, Benefits, Benefit way with plans for a report on the Management System. Enquiry Unit and Development recommended supplier to Cabinet

    Control by July 2008. in February 2008. Differences in methods of using

    the systems at reference sites

    highlighted a need further to

    examine the marking criteria to

    ensure fairness and reduce the

    risk of legal challenge. This

    resulted in a slight delay in

    finalising the marking.

    3.3 Jointly procure new 3.3 New system installed 3.3 Not applicable Evaluation of Tenders nearing sttelephony system with 31 March 2008. completion, target installation date Chorley Borough now Mar / Apr 2008. Council.

    3.4 Complete the Member 3.4 Project completed by 3.4 Not applicable The project is on track for Support IEG project, May 2008 completion within the target including the Committee timescale. The E-GENDA Admin System. Committee Management System

    went live in December 2007 and

    the public-facing side will go live in

    May 2008, when sufficient content

    (three committee cycles) has built

    up to make this worthwhile. The

    conduct of “paperless meetings”

    will be piloted at the February

    2008 Cabinet meeting.

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