Focus. Key. Performance Indicators 2014/15. Contents

Transcription

1 Focus n Key Welcome to West Dunbartonshire Council s 2014/15 performance report on our key performance indicators. We monitor and manage almost 100 key performance indicators (KPIs) covering a range of areas set out by Audit Scotland such as revenue and service costs, community care, housing, education, and waste management. Section 1 summarises our 2014/15 performance against the full set of KPIs while sections 2 and 3 look at each indicator in detail, comparing performance against target and over time. If you want to know more about our KPI performance, have something to say about this booklet or how you would prefer to receive this kind of information in future, please Have Your Say! by completing the short questionnaire in Section 4. Our contact details are set out in Section 5. This booklet is one of a series of booklets, each focusing on a different area of performance, including our Strategic Plan performance and Annual Report. You can also find out how we compare to others by looking at the Local Government Benchmarking Framework (LGBF) a set of PIs that are collected by all Scottish councils to enable us to compare our performance, identify best practice, learn from each other and improve what we do. All are available from our website. Together, we hope they provide you with a balanced view of our progress in 2014/15 that helps you judge the performance of your Council. Performance Indicators Contents 2014/15 1 Performance Summary 2 2 Corporate Management KPIs 3 3 Service Performance KPIs 12 4 Have Your Say! 31 5 Contact Us 32 1

2 1 Performance Summary This section summarises our performance in 2014/15 against all our key performance indicators. Here is a summary of our performance based on the traffic light status of all our key performance indicators: In the tables that follow, we have used a traffic lights graphic as a quick, visual aid to help you assess our progress: target met/exceeded target narrowly missed target significantly missed The trend columns show whether performance is improving, declining or staying the same. The short trend compares current performance against the previous year and the long trend compares current performance against the average of the two previous years. improving performance declining performance no change in performance N/A has been inserted in the table where data is not available or is not applicable. Almost two thirds (66%) of the indicators met or exceeded their targets, and around a quarter (24%) narrowly missed their targets. Only 10% of indicators significantly missed the targets set for 2014/15. Comparative performance over the short term saw 50 indicators improve, 24 decline and 13 remain unchanged. Over the long term, this was 56, 24 and 7 respectively. We will continue to monitor and manage our performance over the coming months with a view to improving performance in 2015/16. 2

3 2 Corporate Management KPIs Responsiveness to Communities Percentage of citizens who are satisfied with the Council website N/A 82% 82% 82% Target achieved Star rating received by the Council from SOCITM for the Council website Target achieved Percentage of Citizens' Panel (CP) respondents who agree that there is evidence that the Council and it s Community Planning partners listen to what they tell us in surveys on developing and changing the way we provide services 80% 79% 78% 79% Target achieved Complaints received per 1,000 of population N/A N/A N/A N/A Target achieved Percentage of complaints received by the Council that are resolved at Stage 1 N/A 72% 60% 82% Target achieved Percentage of all ICT calls (incidents and requests) raised during the year that were fixed by first line support 64% 62% 64% 64% Target achieved 3

4 Responsiveness to Communities Percentage of ICT incident calls fixed within 15 minutes of being raised 35.5% 33.25% 80% 18.75% Target significantly missed The 2014/15 figure is misleading as it counts both incidents and new ICT requests, many of which could not possibly be completed within a 15 minute timeframe. A new service desk application, which is expected to be operational in June 2015, will differentiate between incidents and new requests and provide a more accurate figure. The ICT modernisation project, Windows 7 upgrade project, and supporting a significant number of staff moving to Garshake and Aurora House and adopting new ways of working and new technologies, impacted on our performance in 2014/15. To improve our performance, we are reviewing our 3 tier support system and resolution of first time fixes. This PI is a SOCITM (Society for IT Management) indicator that is benchmarked against 11 Scottish local authorities and targets are being reviewed by SOCITM. Based on performance, targets for future years have been revised from 80% to 35% each year. Targets will be examined again following the SOCITM review and the introduction of the new service desk application. Customer Feedback & Complaints: Freedom of Information: Citizen s Panel: Public Consultations: 4

5 Revenue & Service Costs Amount of free reserves as a percentage of the prudential reserve target - General services 120% 107% 100% 136% Target achieved Amount of free reserves as a percentage of the prudential reserve target Housing Revenue Account 100% 100% 100% 100% Target achieved Percentage of income due from council tax received by the end of the year % 94.4% 94.52% 94.75% 95% Target achieved Cost of collecting council tax per dwelling Target achieved Proportion of outstanding sundry debt that is more than 90 days old from date of invoice 53.4% 53.94% 49% 55.54% Target narrowly missed A working group has been set up to review and streamline processes. The Corporate Debt Policy has also been approved. Revenue budget net of contingency fund compared to actual outturn at year end for General Services 98.59% 99.82% 100% 99.42% Target narrowly missed Services were supplied slightly less than budget. 5

6 Revenue & Service Costs Revenue budget net of contingency fund compared to actual outturn at year end for HRA 98.59% 99.2% 100% 97.6% Target narrowly missed Services were supplied slightly less than budget. Strategic Budget & Capital Plan: Financial Statements: Council Tax: 6

7 Employees Average number of working days lost per employee through sickness absence for teachers Target significantly missed Average number of working days lost per employee through sickness absence for all other local government employees Target significantly missed A full review of the Attendance Management Policy has been carried out, looking at its use, application, and effectiveness in managing attendance. It has been informed by discussions and strategies that focus on changing attitudes and behaviours towards attendance among employees and managers. The revised Policy was implemented on 1st October 2015 supported by the introduction of an Employee Well Being Charter and a dedicated programme of training and additional support primarily aimed at managers and supervisors with a direct responsibility for employees. Percentage of Council employees who agree or strongly agree that morale is good N/A 66% N/A N/A N/A N/A N/A N/A in 2014/15 The data for this PI is taken from the Employee Survey which is held every 2 years. The next survey will be in 2015/16. Percentage of Council employees who agree or strongly agree that the Council recognises and values the work that they do N/A 64% N/A N/A N/A N/A N/A N/A in 2014/15 The data for this PI is taken from the Employee Survey which is held every 2 years. The next survey will be in 2015/16. Percentage of staff who have an agreed annual personal development plan 64% 71% 90% 92% Target achieved 7

8 Assets Proportion of internal floor area of operational buildings in satisfactory condition 50.5% 55.24% 56% 61.7% Target achieved Proportion of operational buildings that are suitable for their current use 86.5% 87.06% 88% 88.6% Target achieved Council Housing Repairs: 8

9 Procurement Annual Cash Savings target achieved N/A N/A 600, , N/A N/A Target achieved Annual spend with all contracted suppliers as a percentage of core spend 48.28% 56.76% 40% 56% Target achieved Procurement capability assessment score 44% 58% 62% 60% Target narrowly missed The latest PCA assessment has confirmed that there are still some procurement fundamentals to be addressed. A Procurement Priority Plan had been created to address these gaps and resources are being put in place to take it forward. This is the last year of the PCA. A new assessment called the Procurement & Commercial Improvement Programme (PCIP) is being introduced from 2015/16. Procurement: Procurement Strategy: 9

10 Sustainable Development Percentage of educational establishments achieving Eco-Schools Green Flag award 48% 52% 70% 57% Target significantly missed Latest data shows that 57% of establishments have received a Green Flag award from Eco-Schools Scotland. We are currently 13% below the target of 70% to be achieved by the end of June We are working with schools to support them in their development of Eco-Schools. Tonnage of carbon dioxide emissions from Council operations and assets 32,961 31,931 32,096 31,451 Target achieved Sustainable Development: 10

11 Equalities & Diversity Percentage of council buildings in which all public areas are suitable for and accessible to disabled people 50% 51% 53% 55% Target achieved Number of equality impact assessments of Council's plans, strategies, and policies completed Target narrowly missed Slightly fewer Impact Assessments were completed than expected because delays and changes to overall projects mean these are still in progress or on hold Percentage of Council employees who think the Council has a good or very good level of commitment to promoting equality and diversity N/A 76% N/A N/A N/A N/A N/A N/A in 2014/15 The data for this PI is taken from the Employee Survey which is held every 2 years. The next survey will be in 2015/16. A number of measures to improve performance in this area are detailed in the Council's Equality Mainstreaming Report Percentage of the highest paid 5% employees who are women 55.1% 55.32% 50% 56.4% Target achieved Equality, diversity, & fairness: 11

12 3 Service Performance KPIs Benefits Administration Gross administration cost per housing benefit case Target achieved Time for processing applications for new claims from the date of receipt of the application to the day on which the claim is decided Target achieved Time for processing applications for notifications of changes of circumstances from the date of receipt of the application to the day on which the claim is decided Target narrowly missed Although our performance has improved by 0.33 days from 2013/14, we narrowly missed our year-end target in 2014/15. To improve this, we are introducing an online claim form solution and risk based verification procedures. Benefits & Grants: Benefit Fraud: Welfare Reform: 12

13 Community Care Total number of homecare hours provided as a rate per 1,000 population aged Target significantly missed The continued focus on reablement has changed the culture of Care at Home from task and time to better outcomes, maximising clients' long term independence and quality of life and appropriately minimising support reducing the whole life cost of care. A local evaluation of CHCP reablement service outcomes shows that one third of clients require additional input; one third the same level of service; but that the final third require no further service. The number of clients in receipt of service has fallen but the average hours per client have risen. This indicates that the CHCP is targeting its services appropriately: maintaining clients with complex needs at home and provides capacity to meet the demand of this growing demographic. The increased use of additional Telecare sensors as an integral component of care packages to sustain people at home also contributes towards a reduction in the number of homecare hours and increased support to carers. Future targets have been reviewed in line with these service developments. Percentage of homecare clients aged 65+ receiving personal care 81.6% 82.7% 82% 93.8% Target achieved Number of people waiting more than 28 days to be discharged from hospital into a more appropriate care setting, once treatment is complete (from April 2013) Target achieved Percentage of Adult Support and Protection clients who have current risk assessments and care plan 100% 100% 100% 100% Target achieved Percentage of Care Plans reviewed within agreed timescale 65.73% 62.9% 72% 78% Target achieved 13

14 Community Care Percentage of identified carers of all ages who express that they feel supported to continue in their caring role 77.6% 85% 86% 87% Target achieved Percentage of people aged 65+ admitted twice or more as an emergency who have not had an assessment 34.16% 41% 40% 39.2% Target achieved Percentage of people receiving free personal or nursing care within 6 weeks of confirmation of 'Critical' or 'Substantial' need 98% 100% 100% 100% Target achieved Total number of respite weeks provided to all client groups 6,887 6,522 6,540 6,777 Target achieved Health & Social Care: 14

15 Criminal Justice Social Work Percentage of Community Payback Orders attending an induction session within 5 working days of sentence. 77% 91% 80% 81% Target achieved Percentage of Criminal Justice Social Work Reports submitted to court by noon on the day prior to calling. 98% 98% 98% 98% Target achieved Percentage of Unpaid work and other activity requirements commenced (work or activity) within 7 working days of sentence. 87% 92% 90% 89% Target narrowly missed Targets have not been achieved and performance is being reviewed. There are factors out with the control of the team which affect performance. Criminal Justice: 15

16 Cultural & Community Services Number of attendances per 1,000 population to all pools 4,078 4,128 4,228 4,107 Target narrowly missed The 2014/15 value of 4,107 is just below the target of 4,228 set for the year. Wet activities are lower than the target set for the year due to the downward trend in swimming across the country. Club usage, however, remains consistent in both the Vale pool and Play Drome. There has been a decrease in health suite usage in all three leisure centres which includes a swim. A new discounted swim and health suite membership aimed at the over 60 s will be launched on 1 April. Incentives to increase swimming usage will take place during holiday periods. Number of attendances per 1,000 population for indoor sports and leisure facilities 4,172 4,788 4,980 4,966 Target narrowly missed The 2014/15 value of 4,966 is just below the target of 4,980 set for the year but higher than the previous year. Competition in the Clydebank area is affecting usage at the now ageing and less attractive Play Drome. A new membership aimed at the over 60 s will be launched on 1 April which will give discounted access to the health suite and swimming pool. The membership for 16 to 19 year olds will now allow access to group fitness classes. Number of visits to/usages of council funded or part funded museums per 1000 population 968 1, ,095 Target achieved Number of visits to/usages of council funded or part funded museums that were in person per 1000 population Target achieved 16

17 Cultural & Community Services Number of Library visits per 1000 population 6,529 9, ,100 9,482 Target achieved Percentage of the resident population who are borrowers from public libraries 20.5% 20.25% 22% 20.58% Target narrowly missed Whilst not quite meeting the target this year, there has been a slight increase on the previous year s figure. Leisure, Parks, & Events: Museums & Galleries: Libraries: 17

18 Planning Planning applications (householder) - average number of weeks to decision N/A N/A N/A 6.7 N/A N/A N/A N/A in 2014/15 This is a new indicator. Performance was better than Scottish average of 7.5 weeks. Planning applications (local development, excluding householder) - average number of weeks to decision N/A N/A N/A 10.9 N/A N/A N/A N/A in 2014/15 This is a new indicator. Performance was better than Scottish average of 12.9 weeks. Planning applications (major developments) - average number of weeks to decision N/A N/A N/A 19.8 N/A N/A N/A This is a new indicator. Performance for 2014/15 is skewed by a few older applications which pre-dated the practice of "stopping the clock" for delays caused by the applicant, making the average weeks to a decision appear longer than would now be the case. Even so, performance was well above the Scottish average of 46.4 weeks. Planning & Building Standards: 18

19 Education of Children Percentage of school leavers into positive destinations (total of higher/further education, employment, activity agreement and training) 92.6% 88.9% 92.8% 88.8% Target narrowly missed Schools & Learning: 19

20 Child Protection & Children s Social Work Percentage of 16 or 17 year olds in positive destinations (further/higher education, training, employment) at point of leaving care 60% 44% 66% 56.5% Target narrowly missed There are a small number of young people leaving care each year meaning that this percentage can fluctuate considerably. Percentage of children on the Child Protection Register who have a completed and current risk assessment 100% 100% 100% 100% Target achieved Rate per 1,000 of children/young people aged 8-18 who are referred to the Reporter on offencerelated grounds Target achieved Health & Social Care Children: Young People in Care and Leaving Care: 20

21 Housing: Estate Management Percentage of council dwellings that meet the Scottish Housing Quality Standard 62% 83.49% 100% 100% Target achieved Percentage of council houses that are energy efficient 74.89% 95.48% 100% 100% Target achieved Average length of time taken to complete emergency repairs (in hours) Target significantly missed The target set for 2014/15 was based on the top quartile performance of local authority and housing association landlords in Scotland. However, it was always recognised that this was challenging given systems limitations and capabilities. Once the Integrated Housing Management System is implemented, we are confident that the 3 hours target will be achieved. Average time taken to complete non-emergency repairs (in days) N/A Target significantly missed The target set for 2014/15 was based on the top quartile performance of local authority and housing association landlords in Scotland. It was recognised that this would be challenging but realistic given our performance the previous year. However, performance in the first two quarters of and 9.98 days meant that our target was missed. This was due to other priorities that were given priority. Based on recent performance, we are optimistic that the 8 day target will be achieved in 2015/16. The introduction of an IHMS will also have a positive impact on repair times as outlined in the business case which was submitted to the Housing and Communities Committee in February Percentage of reactive repairs carried out completed right first time N/A 88% 90.63% 95.72% Target achieved 21

22 Housing: Estate Management Percentage of repairs appointments kept 81% 86.68% 93.01% 94.31% Target achieved Percentage of tenancies sustained 83% 83.6% 89% 87.3% Target narrowly missed Performance in 2014/15 improved for the 4th year in succession but we narrowly missed the annual target set. A number of initiatives were introduced throughout the year aimed at improving performance, including carrying out more new tenant visits and increasing support for tenants facing difficulties but wishing to remain in their homes. Further actions have been included in our 2015/16 service planning and it is hoped that performance will continue to improve. Average length of time to re-let properties Target achieved Number of new build social housing for rent Target achieved 22

23 Housing: Rent Management Percentage of council rent that was lost due to houses remaining empty 2.19% 1.45% 1.3% 1.02% Target achieved Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year N/A 8.6% 6.6% 9.55% Target significantly missed Based on this new measure introduced in 2013/14, our rent arrears were 9.55% in 2014/15, giving a ranking of 24 th in Scotland. The introduction of Universal Credit, which began in March 2015 for new single claimants, and the impact of welfare reform have been felt by many members of the West Dunbartonshire community. Financially, many individuals are in detriment which has contributed to the level of rent arrears in West Dunbartonshire and across Scotland. To improve performance, we will continue to support households via Discretionary Housing Payments. Other actions being taken include: a restructure of the Income Management and Intensive Action Teams into a single Corporate Debt Team, aimed at improving the way this service is delivered; a review of all corporate debt processes and procedures in order to streamline the process; and a review of the Rent Collection Policy. Rent collected as a % of total rent due N/A 99.51% 99.8% 97.41% Target narrowly missed Performance has been affected by the general welfare reform agenda. To improve performance we have restructured our debt team, streamlined our processes and will produce a robust action plan with housing colleagues to improve rent collection. 23

24 Housing: Homelessness Number of incidences of homelessness in West Dunbartonshire 1,369 1,370 1,282 1,250 Target achieved Number of incidences of youth homelessness in West Dunbartonshire Target achieved Percentage of all homeless cases issued with notification of decision within 28 days of initial presentation 98.5% 99.3% 100% 96% Target narrowly missed Of 1,036 decisions made throughout the year, we failed to meet the target of providing a decision within 28 days on only 45 occasions. This was mainly the result of several complex cases requiring detailed investigation prior to a decision being made in relation to the Council s duty. Changes currently being made will streamline the decision making process and should lead to improved performance in 2015/16. Percentage of all homeless cases re-assessed within 12 months (repeat homelessness) 7.4% 7.3% 5.3% 7.14% Target significantly missed Whilst performance during 2014/15 continued to improve, we failed to meet our annual target. During the year we introduced several processes aimed at identifying and providing additional support to those households most at risk of repeat homelessness and these should lead to continued improvement during 2015/16.The introduction of a Housing Options approach should also have a positive impact as we will be able to offer other options to households threatened with homelessness. Housing & Homelessness: 24

25 Protective Services Percentage of all high priority pest control service requests responded to within 2 working days 96% 95% 95% 94% Target narrowly missed Of the 1,625 service requests received, 1,528 were responded to within target, giving a 94% response rate. Percentage of all lower priority pest control service requests responded to within 5 working days 97% 97% 95% 98% Target achieved Air Quality: % of monitoring stations complying with the national objective of 40ug/m3 NO2 at the nearest building façades of residential properties schools, hospitals and care homes. 100% 100% 100% 100% Target achieved Air quality: PM10 Concentration N/A N/A 18 N/A N/A N/A N/A N/A in 2014/15 New monitoring equipment was installed in March 2015 and is now fully operational. The figure for 2015/16 will be reported in autumn Average time between time of noise complaints and attendance on site (hours) (including both those dealt with and not dealt with under the Anti Social Behaviour Scotland Act 2004) Target achieved 25

26 Protective Services Percentage of food safety/hygiene inspections in the 6 months category that were undertaken within time 96% 97% 97% 100% Target achieved Percentage of food safety/hygiene inspections in the 12 months category that were undertaken within time 97% 98% 98% 98% Target achieved Percentage of business advice requests responded to within two working days 96% 100% 95% 96% Target achieved Percentage of business advice requests dealt with within 14 days 100% 98.3% 97% 96.3% Target narrowly missed 27 business advice requests were completed, of which 26 were completed within 14 days. Percentage of highest risk businesses inspected within specified timescales 98% 100% 99% Target achieved Percentage of high risk businesses inspected during the year which are fully compliant by the end of the year 100% 100% 100% 100% Target achieved Percentage of upper medium risk businesses inspected during the year which are fully compliant by the end of the year 100% 96% 100% 100% Target achieved 26

27 Protective Services Percentage of businesses and activities regulated by environmental health and trading standards who are substantially compliant with legislative requirements N/A 84% 80% 90% Target achieved Percentage of businesses satisfied or very satisfied with the service they received from Regulatory Services 94% 100% 97% 100% Target achieved Percentage of consumer complaints responded to within two working days 90% 91% 92% 91.7% Target narrowly missed Percentage of consumer complaints dealt with within 14 days of receipt Of the 362 consumer complaints received, 332 were responded to within 2 working days, giving a figure of 91.7%. 68.6% 73.1% 70% 73.5% Target achieved 27

28 Protective Services Percentage of customers satisfied or very satisfied with the service they received from Regulatory Services 83.7% 84% 86% 84% Target narrowly missed We maintained our level of performance but didn't secure the improvement we hoped for. We will continue to strive for improvement during 2015/16. Minimum amount of redress won for consumers each year 23, , Data only PI therefore no target set 30, Data only Data only Environmental Health: Trading Standards: 28

29 Roads & Lighting Number of people (all ages) killed in road accidents Target achieved Percentage of White Light Source Street Lanterns N/A N/A 41% 41.02% N/A N/A Target achieved Overall percentage of road network that should be considered for maintenance treatment 34% 34.6% 33% 34.6% Target narrowly missed The 2014/15 audited figure based on the two year conditioning value has been confirmed as 34.6%. The overall percentage of road network that should be considered for maintenance treatment remains static, the previous figure being 34.6%. This highlights the need to ensure adequate funding for road maintenance as the condition of the road network has been maintained at a steady state condition following additional 1m funding support in 2014/15. Future capital funding has an allocated 1m additional funds for road reconstruction. This will ensure that this figure will continue to remain static. Percentage of all street light repairs completed within 7 days N/A N/A 98.5% 98.1% N/A N/A Target narrowly missed We continue to work towards achieving the robust target of 98.5%. It is anticipated as a result as the conversion of LED lanterns that this target will be met in future years. Roads, Parking & Travel: Road Safety: Street Lighting: 29

30 Waste Management Tonnage of biodegradable municipal waste landfilled 12,469 14,165 12,500 13,052 Target narrowly missed Draft figure subject to verification by Waste Data Flow, the system for municipal waste data reporting by UK local authorities to government. Number of complaints per 1,000 households about the household waste collection service Target achieved Rubbish & Recycling: 30

31 4 Have Your Say! Please take a few minutes to tell us what you think about this report by completing and returning this short questionnaire. Alternatively, complete it online at: Your views matter and we will use your feedback to help us improve future performance publications. 1 How do you rate the design and layout of this report? Very good Fairly good Average Poor 2 How easy is it to read and understand? Very easy Fairly easy Not very easy Not at all easy 3 How balanced is it in presenting a fair picture of our performance? Very balanced Fairly balanced Not very balanced Not at all balanced 4 How useful is it in helping you judge the performance of your Council? Very useful Fairly useful Not very useful Not at all useful 5 Which sections did you find particularly useful? 6 Which sections were not so useful? 7 This report presents performance information in tables. In general, how would you prefer performance information to be presented? Mostly text Mostly tables Mostly graphs Mixture of all of the above 8 What other information would you like to see in a future performance report? Please send your completed questionnaire to Corporate & Community Planning, Corporate Services, Council Offices, Garshake Road, Dumbarton, G82 3PU. Thank you. 31

32 5 Contact Us If you want to know more about our performance, have something to say about this booklet or how you would prefer to receive this kind of information in future, please contact us: Phone Write Corporate & Community Planning Corporate Services Council Offices Garshake Road Dumbarton G82 3PU Other Formats This document can be provided in large print, Braille, or on audio cassette and can be translated into different community languages. Please contact: Corporate & Community Planning Corporate Services Council Offices Garshake Road Dumbarton G82 3PU Visit 32