Local Services - Directorate Business Review (DBR) Service Plan Monitoring Dashboard

Transcription

1 Local Services - Directorate Business Review (DBR) Service Plan Monitoring Dashboard Quarter Collated by Performance Improvement Team, Adult and Local Services Version V3 Date issued: 23-May-20 Reporting : Quarter

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3 Local Services - Directorate Business Review (DBR) - Service Plan Monitoring Dashboard - Q4 2012/ Cumbria totals and trend RAG Service Area No. Measure Less/more is better Data range Latest Commentary 1.1 received to be good 100% No data Only one response was received during the quarter meaning that analysis was not feasible. 1.2 The percentage of people who rated their archives experience as good 100% No data As above 1.3 The percentage of people who found what they were looking for when they visited the archives service 85.70% No data As above Archives 1.4 Total number of hours spent by people visiting our Archive Centres 8,018 8,349 Visitor numbers fell slightly in the from 3283 in Q3 to 3204 in Q4. In spite of this the number of visitor hours increased by 4%. Visitors spent on average 156 minutes each in the centre compared with 147 minutes in Q Total number of people interacting with the Archive Service 24,442 29,404 A 20% increase since Q3 1.6 Percentage reduction (or increase) in cataloguing backlog less is better 0.7%+ 0.5%+ The increase from the baseline (Q1) of a 24% backlog in cataloguing has slowed down slightly in Q Number of additional or upgraded catalogue descriptions available in on-line catalogue Apr 12 - Mar 623, ,951 There has been a slow down in the number of additions in the quarter; compared with in Q Number of digital images created for online public access Apr 12- Mar 9,063 11,479 An increase of 27% in the quarter. 1.9 Volunteer hours contributed to support the activities of the Archive Service 1,308 1, Percentage of people who reported the handling of their initial enquiry to be good. 98% 99% One individual found the handling to be poor and this was related to having to leave a phone message on three occasions. They stated that they would have preferred to speak to somebody. 2.2 The percentage of people who were offered an appointment within 5 working days The percentage of people who were issued a copy certificate Registration 2.3 within 5 working days 100% 98% 2.4 The percentage of births registered within 42 days 2.5 The percentage of deaths registered within 5 days 98% 99% 100% 99% 98% 97% Two individuals were not seen within 5 days. Both answered affirmatively to the other survey questions and provided positive narrative relating to their experience in the free text box Slight fall in performance; 2 certificates of the 122 issued were not within the time limit. There was a slight decrease in the number of births not registered within the time limit. 32 deaths were not registered within the time limit during Q4. 16 of these relate to January. 2.6 The percentage of people who stated that the service they received was good. 100% 99% The one individual who did not report the service to be 'good' perceived it to be 'satisfactory'. However this individual stated the service was 'good' in the free comment box.

4 Service Area No. Measure Less/more is better Data range Latest Commentary 3.1 The percentage of respondents who visit the library/local Links at least once a month 87% 86% 6.1% of respondents were visiting the library for the first time and 7.6% stated that they visited less than once/month. This is broadly in line with the Q3 responses. 3.2 received as good 93.5% 91.0% Ten individuals reported the service they received to be poor. Reasons stated were as follows: No date stamps; 1, Self Checkout; 1, No reason given; 2, poor signage; 1, staffing levels; 2, IT problems; 3 Libraries & Local Links The percentage of respondents who rated their library/ Local Links experience as good The percentage of people who found what they were looking for when they visited the library/ Local Link 92% 93% 91% 93% Nineteen individuals reported their experience to be poor. Reasons stated included: IT problems; 3, Self Checkout; 3, noise; 1, lack of seating; 1 The comments of the 33 individuals who could not find what they wanted are being reviewed so that changes can be made where appropriate. 3.5 The number of library visits 412, ,557 Reduction for second consecutive quarter 3.6 The number of local Link visits 64,940 57,947 Reduction in numbers after a sight increase in Q3 3.7 Percentage of population recorded as active borrowers 31/03/ 18.1% 18.4% 4.1 Percentage of calls answered within 20 seconds. 91% 92% Performance improves for the second consecutive quarter Customer Support 4.2 Total number of calls received by the Contact Centre. Less is better,168, Total number of Blue Badge application requests delivered via self service This accounts for 6.7% of applications received. This is a slight decrease on the proportion received in Q3 (6.8%) 5.1 Rating of the 'Delivery' services provided by Active Cumbria Oct - Mar Of the 6 elements measured by Sport England during the six months to 31/03/, 2 were Gold, and 4 x Green. Active Cumbria 5.2 Rating of the 'Infrastructure' of the operation of Active Cumbria Oct - Mar Of the 9 elements measured by Sport England during the six months to 31/03/, 9 were Green. 5.3 Additional inward investment secured for the benefit of sport and physical activity in Cumbria Oct - Mar 279, ,078 During the six months to 31/03/ and additional 332,078 has been attracted into the delivery of sport and physical activity interventions across the county, with Active Cumbria playing a key role in supporting other organisations to secure an additional 300,000 of investment from Sport England. Key Deteriorating trend Stayed the same Improving trend `

5 What are we measuring? No Measure Data Source Data parameters/specification for source data Data equation/calculation received to be good The percentage of people who rated their archives experience as good The percentage of people who found what they were looking for when they visited the archives service Total number of hours spent by people visiting our Archive Centres Total number of people interacting with the Archive Service Percentage reduction (or increase) in cataloguing backlog signing in/out books at each archive centre Public service, lifelong learning and website statistics Collection management statistics The total number of visitors to the archives service, who completed a feedback questionnaire, who reported the service they received to be good (out of all good, average and poor answers) The total number of visitors to the archives service, who completed a feedback questionnaire, who reported their archives experience to be good (out of all good, average and poor answers) The total number of visitors to the archive service, who completed a feedback questionnaire, who reported that they were able to find what they were looking for Current answers)*100 Oct - Dec 12 answers)*100 Oct - Dec 12 answers)*100 Oct - Dec 12 The total number of visitors to archives centres Oct - Dec 12 The total number of visitors to archives centres Total number of visitors, remote enquirers, research service enquirers, visitors to Lady Gillford's House, adult group audience, school group audience, unique on-line enquirers, unique on-line catalogue users Total sum Oct - Dec 12 Proportion of cataloguing backlog reduced by cataloguing and/or appraisal, taking into account new accessions of archives Subtraction of cataloguing and appraisal outputs from existing backlog, and addition of accessions (m3) Oct - Dec 12 Number of additional or upgraded catalogue descriptions Collection management Represents number of historic documents which become accessible for public use for the first Apr 12 - Mar available in on-line catalogue 1.7 statistics time ; and addition of searchable archives resources available 24/7 Generated by CALM software Apr- Dec 12 Apr 12 - Mar 1.8 Number of digital images created for online public access Digitisation Unit statistics Number of images available for 24/7 access Number of images available for 24/7 access Apr- Dec 12 Volunteer hours contributed to support the activities of 1.9 the Archive Service Volunteer stats Volunteer hours contributed to support the activities of the Archive Service Total sum Oct - Dec 12 The total number of visitors to the registrations service, who completed a feedback Percentage of people who reported the handling of their questionnaire, who reported that the handling of their initial enquiry was good (out of all good, initial enquiry to be good. 2.1 satisfactory and poor answers) answers)*100 Oct - Dec The percentage of people who were offered an appointment within 5 working days Of those individuals making an appointment, who completed a feedback questionnaire, the proportion who reported that they were seen within five working days (out of all appointments issued). Data range (Number of yes answers/total answers)*100 Oct - Dec The percentage of people who were issued a copy certificate within 5 working days Registration statistics Proportion of certificates issued within five days of application (number of certificates issued within five days of application/number of all certificates issued)*100 Oct - Dec The percentage of births registered within 42 days Registration statistics Proportion of births registered within 42 days of event 2.5 The percentage of deaths registered within 5 days Registration statistics Proportion of deaths registered within 5 days of event The percentage of people who stated that the service they received was good. The percentage of respondents who visit the library/local Links at least once a month received as good The percentage of respondents who rated their library/ Local Links experience as good The total number of visitors to the registration service, who completed a feedback questionnaire, who reported that the service they received was good (out of all good, satisfactory and poor answers) The percentage of people, who completed a feedback questionnaire, who reported that they visit the library/local Links centre either once a month, every two-three weeks or at least once a week out of all possible answers. The total number of visitors to the library service/local Links, who completed a feedback questionnaire, who reported the service they received to be good (out of all good, average and poor answers) (Number of births registered within 42 days/total births registered)*100 (stillbirths excluded). Oct - Dec 12 (Number deaths registered in 5 days/total deaths registered)*100 Oct - Dec 12 answers)*100 Oct - Dec 12 (Number of once a month + every 2-3 weeks + at least once a week answers/total answers)*100 Oct - Dec 12 answers)*100 Oct - Dec 12 The total number of visitors to the library/local Links service, who completed a feedback questionnaire, who reported their library experience was good (out of all good, average and poor answers) answers)*100 Oct - Dec 12

6 No Measure Data Source Data parameters/specification for source data Data equation/calculation 3.4 The percentage of people who found what they were looking for when they visited the library/ Local Link The total number of visitors to the library/local Links service, who completed a feedback questionnaire, who reported that they were able t find what they were looking for. Data range Current (Number of yes answers/total answers)*100 Oct - Dec The number of library visits SIRSI ( Library Mgt System) Total number of library visitors in the Total sum Oct - Dec The number of local Link visits Library/Local Links statistics Total number of Local Links visitors in the Total sum Oct - Dec Percentage of population recorded as active borrowers SIRSI ( Library Mgt System) The number of borrowers active at the end of that month, who have used the library in the previous 12 months expressed as a percentage of the total population An active borrower is defined by CIPFA as someone who has borrowed at least one item from the library during the year. (number of borrowers active at the end of that month, who have used the library in the previous 12 months/ Population, ONS 2010 mid-year estimates)*100 31/12/ /03/ Percentage of calls answered within 20 seconds. Total number of calls received by the Contact Centre. 4.2 Telephony reporting System Telephony reporting System Total number of Blue Badge application requests delivered via self service. 4.3 BBIS Sport England County Sports Partnership Six Monthly Report Rating of the 'Delivery' services provided by Active Cumbria Rating of the 'Infrastructure' of the operation of Active Cumbria Additional inward investment secured for the benefit of sport and physical activity in Cumbria Sport England County Sports Partnership Six Monthly Report Sport England County Sports Partnership Six Monthly Report The current published corporate service standard for answering telephone calls is 85% within 20 seconds. The number of calls answered within 20 seconds [A] as a percentage of the {total calls received [B] minus total number of calls abandoned in less than 20 seconds [C]}. A/(B-C)% Oct - Dec 12 The objective of the Contact Centre is to reduce the number of calls handled by signposting callers to the correct service or locality number and promoting the Council's web site for information and 'self service' access to services. Count of calls being received. Oct - Dec 12 The measure is to monitor the number of Blue Badge applications received and processed by self service. Introduction of BBIS has seen a new on line application process available through Direct.gov. Our application processing times are reduced when handling applications by this method. The performance of Active Cumbria is monitored by Sport England on a six monthly basis, a range of factors make up the 'Delivery' rating, which are linked to the delivery of programmes and services, these being Coaching, National Governing Body support, School Games, Sport Makers, Sportivate, and Strategic Networking. A short summary of successes/issues will accompany each six monthly update. The performance of Active Cumbria is monitored by Sport England on a six monthly basis, a range of factors make up the 'Infrastructure' rating, which are linked to the operational aspects of the organisation, these being Partnership Board effectiveness, Efficiency, Financial Planning, Leadership, Relationship with Host Authority, Risk management, and Structure. A short summary of successes/issues will accompany each six monthly update. The total amount of inward investment which has either been received by Active Cumbria for the direct delivery of programmes and interventions, or where Active Cumbria has played an active role in supporting another organisation to obtain inward investment. Count of Blue Badges produced where application method is on-line. Oct - Dec 12 6 individual RAG Ratings contribute to the overall RAG assessment. 7 individual RAG Ratings contribute to the overall RAG assessment. Amount of funding received during the reporting. Oct - Mar Oct - Mar Oct - Mar Oct - Mar Oct - Mar Oct - Mar