BUILDING CONTROL BALANCED SCORECARD

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1 Building Control and Public Safety BUILDING CONTROL BALANCED SCORECARD Key Contact: Ian Morrison Head of Building Control & Public Safety 231 George Street Glasgow G1 1RX

2 Council Structure Glasgow City Council is the largest of the 32 local authorities in Scotland and is responsible for the delivery of all local authority services to the city and its 600,000 residents. The Council is one of Scotland's largest organisations and is structured into 6 main service departments as follows: Chief Executive Department Development and Regeneration Services Social Work Services Education Services Financial Services Land and Environmental Services Building Control and Public Safety were integrated into Development and Regeneration Services in The responsibilities of this Service have a major impact on the environment, health and safety of all who visit, live and work within the City. It is the aim of the Service to continue to develop appropriate strategies to meet the Council s Key Objectives, to meet statutory and legislative requirements and to provide Best Value. Development and Regeneration Structure 2

3 Corporate Priorities Council Plans The Council Plan 2008 to 2011 is a central part of planning and it takes account of community planning aims. It will help develop an agreed set of outcomes known as a single outcome agreement which political leaders in both Glasgow and the Scottish Government want to achieve. This framework is designed to help everyone understand their role within the organisation by showing the links (sometimes called the golden thread ) between the activities we carry out and the effect these have on delivering our objectives. Our Council Plan will drive: budget and service plans each year, setting out priorities for each service; programmes and projects that deliver services and improvement within the council; and personal development plans setting out how we will support each employee to meet the priorities. This system makes sure everyone understands, in the same way, the targets and outcomes at each level of planning. Key objectives of the Council The key objectives of the Council are as set out in the Council Plan 2008/2011: Improving the efficiency and effectiveness of our services Increasing access to lifelong learning Making Glasgow a cleaner, safer city Building a prosperous city Improving health and well being. In addition to the above, a supplement to the Council Plan has been developed which aims to set out how the Council will respond to the current economic downturn. Key areas of focus will be: Meeting the financial challenge Mitigating the impact on citizens Investing in staff/building workforce flexibility Supporting Glasgow s economy. 3

4 Key objectives of Development and Regeneration Services Development and Regeneration Services are remitted to focus development and regeneration, and co-ordinate resources towards city regeneration. It does this by focusing on meeting the Council s key objectives and service level objectives. The department uses 6 main objectives to help guide the identification and implementation of priority actions. People and Participation To develop and implement integrated programmes of action that promote well being and tackle inequalities and social exclusion including problems of worklessness, poverty, and debt. Partnership Working To contribute to, and ensure the continued effectiveness of, regeneration and other partnerships that support delivery of the Council s objectives. Promoting the City To develop and implement integrated programmes of action to encourage investment in the City, and its people, and help sustain Glasgow as a city of national and international significance. Policy Development and Implementation To develop, promote, and maintain a robust policy base and related action programmes, and a cohesive regulatory framework that supports sustainable social, economic, environmental and cultural developments. Property Optimisation To optimise the use of the Council s land and property assets, and through partnerships and other measures, target other land and property holdings within the City (if appropriate) to support Glasgow s ongoing renewal. Prudence To continue to develop and implement integrated programmes of action to promote the delivery of modern best value services. Key Objectives of Building Control and Public Safety The aim of Building Control and Public Safety within Glasgow is to Enhance the physical, social, cultural and economic life of the City by promoting the health, safety, welfare and convenience of persons in or about buildings, furthering energy conservation and sustainable development. This is principally achieved through the application of the Building (Scotland) Act 2003, its related legislation which details the responsibilities of the Verifier, and further relevant legislation. The effective and efficient undertaking of verification functions can have a significant impact on the council s corporate priorities which are defined in the 5 Key Objectives of the Service: Improve efficiency and effectiveness Increase access to lifelong learning Make Glasgow a cleaner, safer city Build a prosperous city Improve health and well being Continuous monitoring and improvement of internal business processes to ensure the efficiency and effectiveness of the Service. Support access to lifelong learning through the implementation of relevant legislation. Assist the enhancement of the physical, social, cultural and economic life of the City by promoting the health, safety, welfare and convenience of persons in or about buildings. Through enforcement of the Building (Scotland) Act 2003 and participation in the licensing processes for premises and events, assist in the creation of a cleaner, safer city by supporting the development of a quality urban environment. Support the maintenance of safe and healthy housing through the enforcement of relevant legislation. 4

5 Building Control and Public Safety Service Location Building Control and Public Safety are entirely accommodated within the property at 231 George Street Glasgow. The property is centrally located within the city. Verification Service The Building Control and Public Safety Service are responsible for undertaking the verification functions. In the financial year 2008/09 the Service received 3963 Building Warrant applications with a 761 million value of work, issued 2954 Building Warrants and processed 5228 Completion Certificates. 2006/07 Performance Measure Target Performance 05/06* 06/07 07/08** 08/09 Time taken to respond to a request for a Building Warrant. 80% within 20 days 72.8% 81.7% 65.51% 82.84% Time taken to issue a Building Warrant 80% within 6 days 85% 86.17% 74.72% 86.67% Time taken to respond to a Completion Certificate submission/application Average of 3 days Time taken to issue a Completion Certificate or Acceptance of Completion Certificate. 80% within 5 days 75.1% 83.15% 72.24% 84.99% *New Act introduced **Major changes in Technical Standards introduced in may 2007 Staff Resources There are staff of various disciplines in Building Control and Public Safety, who cover the diverse range of functions provided by the service. Actual staff numbers vary throughout the year, and there are current unfilled vacancies. Staff Resources Number (March 2009) Head of Service 1 Group Managers 2 Team Leaders 8 Assistant/Building Control Surveyors 32 Structural Engineers 2 Support Staff 11 Environmental Health Officers / Technical Officers (HMO) 5 2 Group Managers report to the Head of Building Control and Public Safety. Each Group Manager is responsible for 4 teams. 4 Building Warrant operational teams predominately fulfil the verification duties of processing warrants and completion certificates (see Service Structure). Building Warrant teams are assisted by the Support Services Team (administration), Technical Support Team and Service Development Team. The percentage of time, spent on verification duties will vary for each member of staff. 5

6 Service Structure Service Structure The 4 Building Warrant operational teams primarily undertake verifier duties for geographical areas defined by Council wards. Geographical Area 6

7 Other Functions The Service also has other responsibilities, which while not directly part of the verifiers functions, enhance the role by providing expertise on a variety of legislative functions and requirements, such as: Dangerous buildings There are occasions when public safety may become jeopardised by the condition of buildings. If action is required to safeguard the occupants or general public, the Service will take whatever action is necessary to remove the danger by enforcing the requirements of the Building (Scotland) Act The Service responds to approximately 200 reports of Dangerous Buildings every year. Unauthorised works The Service is responsible for enforcing the requirements of the Building (Scotland) Act 2003 on buildings constructed without warrant or in contravention of conditions of warrant, and buildings whose limited life has expired. The Service processed approximately 600 requests for Letters of Comfort. Licensing The Service inspects and advises the independent Licensing Board and Council s Licensing Committee on suitability of premises such as public houses, restaurants, cinemas, theatres and betting offices for Liquor, Entertainment and other Licences. The Service gives consideration to various areas including means of escape, emergency lighting, disabled access, occupant capacity and structural stability. All 2,500 licensed premises were inspected in 2008/09 for the implementation of the new Licensing (Scotland) Act 2005 in September Houses in Multiple Occupation The Service inspects and advises the Council s Licensing Committee on the suitability of premises, and standards of management, for the City s 2,500 Houses of Multiple Occupation. The advice provided on conditions and standards is based on the Scottish Government s Guidance on HMO Standards with some local variations appropriate to the City. Engineering Service structural engineers undertake duties required by the Building (Scotland) Act 2003 such as checking structural calculations submitted during the building warrant process, and providing structural expertise for dangerous buildings. They also contribute to event licensing by inspecting raised structures such as stages. Structural Engineers check approximately 400 warrant calculations and 300 raised structures every year. Pop concerts and public events The Service has a considerable input into major events at both indoor and outdoor venues, particularly in relation to crowd capacity, means of escape, raised structures, crowd control barriers and general safety matters. These events can attract capacities of over 50,000. Safety at sports grounds Building Control and Public Safety are vital partners along with the Police, Fire Authority and Ambulance Service that make up Glasgow City Council s Safety Team for Sports Grounds. The Safety Team provides guidance to sports grounds managers, and advises the Licensing Committee on stadia suitability for Safety Certificates. There are 4 designated stadia, of which there are three which have capacities in excess of 50,000. Document searches The Service can provide information about properties where Building Warrants, Completion Certificates or Letters of Comfort have been issued. Service records date from 1981and information can be viewed or copied with consent. The Service processed in excess of 500 requests. Street Naming and Numbering Following consultation with Councillors, Community Councils and Royal Mail, the Service allocates street names, and thereafter postal numbers, to new properties and developments. 7

8 Public Interest Public Interest Protocols are in place which result in public interest being taken into account when undertaking the verification function Description Position to date 08/09 Actions 09/10 Targets 1. Building Warrant allocation protocol Protocol review during bi-annual audits confirmed Risk assessment protocol to be reviewed January 2010 effective application. and revised where necessary. 2. Completion Certificate processing protocol Protocol review during bi-annual audits confirmed effective application. Risk assessment protocol to be reviewed and revised where necessary. January Monitoring of protocol utilisation Protocol reviews during bi-annual audits confirmed effective application. 4. Peer Group Reviews Peer Group Review procedures agreed and participated in Peer Group review Bi-annual audits to be undertaken May and November, audit results reviewed to identify any protocol improvements. Provide appropriate information to facilitate review and undertake Peer Group review. May and November 2009 March Re-appointment of Verifiers and the audit process post May 2011 N/A Engage with the Building Standards Division of the Scottish Government, regarding Verifier re-appointment and audit process. Target dependent on others 6. Structural Guidance for applications accompanied by Certificates of Design or utilising Small Buildings Guide 2007 Protocol integrated into Vetting Procedures Guidance document, published on staff database. Protocol utilisation reviewed during audits. N/A N/A 8

9 Private Customer Appropriate processes and procedures are in place to provide a responsive service. Description Position to date 08/09 Actions 09/10 Targets 1. Customer Charter Revised Customer Charter published and awaiting Review and update Customer Charter, April 2010 publication. where required. 2. Performance indicators and reporting methods Review of existing PI s and Performance Management Reporting completed and report produced. Public Performance indicators published on website and updated at specified frequency. July/October2009 January/April 2010 New Performance Management Report introduced and Public PI s revised and published in Charter. Performance Management Report circulated and reviewed at Management Team meetings at agreed frequency July/October2009 January/April Customer Engagement Customer Focus Panel meetings held in September 08 and May 09. Bi-annual Customer Focus Panel meetings. September 2009 and March Service guidance documents for stakeholders Annual Customer Survey carried out November 08. Meetings held with a number of individual agents. Stakeholder guidance documents updated as required and published in new Department paper and electronic formats May Annual Customer Survey undertaken. Guidance documents content reviewed and revised if required. Programme developed for re-formatting online forms to permit electronic completion November 2009 May 2010 May 2010 General BW application guidance note reviewed as part of Clyde Valley initiative and revisions made, where appropriate. December Clyde Valley Building Control Group Initiatives Key customer interface issues identified and discussed at meeting in September Customer Charter review complete and review of Warrant Application/ Completion Submission forms ongoing. Specific areas of service delivery being reviewed during 2009/10 relate to customer guidance, information, forms, etc. Targets will be agreed for individual initiatives. 6. Customer Care initiative Staff trained to meet corporate Glasgow Cares standards. Investigate further Customer Care training opportunities and implement where considered appropriate. May

10 Internal Business Internal Business development during 2009/10 will primarily be driven by the Process Mapping and Workflow project Description Position to date 08/09 Actions 09/10 Targets 1. BC On-line systems Procedures reviewed, revised and staff guidance documents updated in relation to Real-time Public Register and plan archiving. Launch of Real-time Public Register delayed due to technical issues. Launch Real-time Public Register. Review procedures once register launched and bedded in. Target to be confirmed 2. Building Control and Public Safety Database Database revisions implemented to reflect legislative changes introduced 2008/09. Guidance documents and templates updated and general staff information added. Database updated to reflect Crown exemption removal Ongoing revision/update as required. May Electronic Workflow and Quality Management Workflow Project Initiation Document and Brief agreed by Steering Group and project team set up. Quality management systems integrated into Workflow project. Existing priority processes mapped and streamlined. Electronic workflow developed for priority processes. April Data management system Currently operating Uniform software version with adjustments made where possible to accommodate service requirements. Upgrade to Uniform version 7.7 which will permit input of all required data and enhance application processing and monitoring. Implementation will include: full testing of all programme functions, amendment of procedural guidance staff training on new procedures (Implementation subject to successful completion of testing and corporate approval.) December Crown Buildings N/A Undertake review of internal procedures and implement recommendations to permit the processing of applications relating to crown buildings. May

11 Continuous Improvement Continuous improvement will be primarily driven by a number of key issues including, staff development, customer engagement, e- delivery/management and information exchange/joint initiatives. Description Position to date 08/09 Actions and Targets 09/10 Targets 2010/11 & 2011/12 1. Staff Development Team Development Meetings introduced. Personal Development Plan annual and review meetings undertaken, including additional competencies where required. Corporate monitoring ongoing. Corporate development initiatives introduced for specific staff groups. Corporate People Strategy initiative implemented. Progress communicated via monthly Team meetings. Staff training undertaken at Team Development meetings on technical and procedural issues. 6 monthly PDP reviews undertaken in accordance with scheme procedures. Annual PDP undertaken in accordance with scheme procedures. Staff attendance at specific development initiatives throughout the year. Specific subject training presentations provided to staff throughout the year. Ongoing monthly Team meetings. 2010/11 - Staff awareness and training relating to the revised/new Technical Standards due for introduction in /12 - Individual staff PDP development needs delivered in conjunction with corporate development initiatives. 2. BC/DC On-line system: Real time Public Register Electronic Document Management Electronic Workflow On-line applications Launch of Real-time Public Register delayed due ongoing technical issues outwith the control of this Service. All documentation scanned at Building Warrant approval and Completion acceptance stages. Additional scanner purchased to increase level of electronic document management. Launch real-time Public Register (target to be agreed). Document scanning increased to improve record retention/retrieval (July 2009). Electronic Workflow Project - initial processes (BW registration, allocation & response) targets for April 2010: o Map existing manual processes. o Streamline existing manual processes. o Develop electronic workflow processes 2010/11 - Electronic Workflow Project continues for BW approval, Completion Certificates & Consultations processes. 2011/12 - Examine operational issues and preferred method of implementation of on-line application submissions (dependant on outcome of 2010/11). 3. Quality Management Workflow Project Initiation Document and Brief includes quality management systems. Existing quality control management procedures implemented throughout year. Quality Management systems identified in Workflow process maps (April 2010). Existing quality control management procedures continued /11 - Review existing quality control management systems following introduction of electronic workflow and implement recommendations. 4. Clyde Valley Building Control Group Attendance at meetings provided opportunities to share information and experiences and develop joint initiatives. Customer Charter review complete and review of Warrant Application/ Completion Submission forms ongoing. Continue involvement in Group to exchange information and develop joint initiatives to improve service delivery. Specific areas of delivery being reviewed during 2009/10 relate to customer guidance, information, forms, etc /12 - Identify areas where joint initiatives can assist in delivery of service improvements. Targets to be confirmed for specific initiatives. 11

12 Finance Systems in place to collate, monitor and review costs/income associated with verification function Description Position to date 08/09 Actions 09/10 Targets 1. Verification function fee recording Systems in place to record Verification fees. Recording of Verifier fee income. Ongoing 2. Verification function staff resource recording Systems in place to record staff resources applied to Verification function. Recording of staff resources applied to Verification function. Ongoing 3. Verification function cost recording and monitoring Systems in place to record cost of providing Verification function and reports prepared on a four weekly basis for monitoring and review Monitoring and review of recording systems and information produced in reports. Reports produced on a four weekly basis 12

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