Due to very high satisfaction ratings (98%) from 2001 survey, a customer satisfaction survey for cesspool emptying has not been undertaken since.

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1 Best Value Service Improvement Plan Street Cleaning and Cesspool Emptying APPENDIX 1 Agreed Action Progress to Date Future Actions Consultation To periodically repeat customer satisfaction surveys to gauge the views of the public, business and Parish / Town Councils on the range of services provided and to assess satisfaction rates. ** To take account of their views in service reviews. To carry out an annual customer satisfaction survey with cesspool emptying customers. ** Challenge To undertake and implement by Spring 2001 a comprehensive review of street cleaning operations taking into account the reviews expressed via the consultation exercise and the objective to seek continuous improvement in standards whilst seeking to reduce net costs. * To monitor, on a monthly basis the actual performance against targeted quality and performance measures, particularly utilising local indicator measures to monitor continuous improvement targets. ** Satisfaction assessments to be gauged via use of future citizens panel. On first citizens panel (Sept 2002) a clean environment was given a 11% rate on the ten most favourite aspects about the Sevenoaks District. Due to very high satisfaction ratings (98%) from 2001 survey, a customer satisfaction survey for cesspool emptying has not been undertaken since. Following full review of operations, new cleaning frequency schedules and methods of operation introduced June All streets now on a frequency schedule ranging from daily (town / village centres) to 6 monthly (rural roads). Two street cleaning charge-hands appointed May 2003 to assist in Supervision and monitoring of performance. See results of improved performance. Cleaning standards at A level 64.3% for 2002/03 compared with 63.5% for 2001/02. Standards at A / B+ level for Gauge satisfaction rating on services using future citizens panel survey and Best Value user satisfaction survey on range of quality of life issues. Survey to be undertaken in 2004 as part of marketing drive to attract additional cesspool customers. Monitoring cleanliness standards and cleaning frequencies achieved to continue to be monitored. Adjustments to cleaning schedules to be made as a result of monitoring information and complaint monitoring. Continuous improvement targets for 04/05 to be determined by actual results for 03/ complaints. 85% of routine cleaning schedules achieved. 85% of Highways to A / B standards. Random Monitoring in accordance with BVPI 199 1

2 To repeat the pilot exercise of reactive cleaning only, in another part of the District to compare the impact and implications with the pilot exercise carried out in Crockenhill in September * To cooperate with Kent County Council and other Kent Districts in the Countywide review of the Abandoned Vehicle Service. * To investigate potential mutually advantageous partnership arrangements with other neighbouring providers to potentially expand our customer base. ** To develop service level agreements for service costs to relate charges with support service requirements. April December 03 are 86.5%. Target for 2003/04 of 65% to A standard cleanliness with 80% of routine cleaning schedules achieved. April December 86.5% to A / B+ standards and 88% of routine cleaning schedules achieved. Street Cleaning recharge only marginally increased from 960,000 (01/02) to 965,500 (02/03), 03/04 recharge 984,338. Monitoring information for 2002/03 no. of complaints 173 Target indicators for 2003/04. No. of complaints 115. (April December received). % of Highways to A (65%); B (25%); C (15%); D (0%) standards. % of Highways to A / B+ (86.5%; B / C (12.5%); C / C- (1%) and D (0%) standards. (April December 03). No. of fly tipping incidents 02/ (April December 396 incidents removed). Average time take to remove fly tipping 2 days (02/03). Average time taken to remove fly tipping April December 03. Draft Street cleaning recharge budget for 2004/05 is 1,033,570. Continuous improvement targets to be developed for 2004/05, based on actual results for 03/04 2

3 - From report to removal 2.5 days. - From Instruction to removal 2.2 days No. of abandoned vehicles reported 1,112 02/03. No. of abandoned vehicles removed /03. Average time taken to remove abandoned vehicles 7.1 days (02/03). No. of abandoned vehicles reported 1,100. April December No. off abandoned vehicles removed 500. April December Average time taken to remove abandoned vehicles 7 days. April to December 03 5 days. No. of voluntary surrender vehicles /03. No. of vehicles removed operation cubit 82 02/03. No. of voluntary surrender vehicles 500 April December No. of vehicles removed operation cubit 250 April December Environment Select Committee 10 th March Countywide operation cubit teams now operating in partnership with Kent Police and the DVLA. Four, two week spells allocated each year to each District. 2 week operations undertaken in June, Further week planned in March and further 4 operations planned for 04/05. 3

4 September and December Councils contribution to team is 11,000 p.a. Voluntary Surrender Scheme removed 559 vehicle in 2002/03 an increase of 249 on 2001/ more vehicles removed on voluntary surrender than abandoned vehicles. Target of 500 vehicles removed under voluntary surrender scheme for 2003/ surrender April December more than removed unlawfully abandoned. Successful bid for street cleaning contract for Tandridge District Council for two years (Annual value 560,000). On District Auditors advise, following a legal opinion received from Counsel, contract not entered into. Report to be prepared for future Cabinet meeting on policy for tendering for other public organisations in accordance with existing legislation. Trading account budget for 2003/04 for street cleaning identifies 75,000 value of work to be found from other clients. April December 03 achieved 57,000 additional income. Draft 04/05 budget identifies 85,000 income to be achieved from other customers. No further progress on establishing costed Service level agreements for support services. 4

5 Comparison Where appropriate, to challenge indicators received from other comparable Districts, to try and ensure performance indicators are compared on a like-to-like basis particularly with regard to unit costings, and volumes, standards and specification of work undertaken. * To continue Membership of the Association of Public Service excellence benchmarking network. * To continually review our charges for cesspool emptying in comparison with our competitors. ** Competition To defer a decision on exposing street cleaning services to further competition until the Best Value Review on Waste Collection and Recycling is completed (scheduled for 2001). * For procurement of these services via a market testing exercise, it is recommended that waste related services such as street Ongoing as part of national and local performance indicator evaluation. Performance benchmarking network with Association of Public Sector Excellence participated in for 3 financial years (latest 2001/02 results). Due to constant changes in indicator measurements, relevant trends not able to be identified. Did not participate in A.P.S.E. network for 2002/03 information prices held at 2002 levels. Collected 3,202,000 gallons in 2002/03. Prices held to attract new customers and increase profitability of this service. Target 1,000 customers by year end, collecting 3,500,000 gallons. April December customers emptying 2,588,000 gallons. Best Value review of Waste Management and Vehicle Maintenance resolved to continue to provide the range of services including street cleaning, in-house, without further market testing. The cesspool emptying trading account achieved a surplus of 7,502 in 2002/03. Target surplus for 2003/04 is 16,258 with Local performance indicators established for 2003/04. To be further developed as part of Corporate Performance Management system. Prices to be reviewed from April 04. Increases on charges for 1,000 and 2,000 gallons. Customers to be notified in February. This position to be kept under review. Last years successful bid for Tandridge Street Cleaning contract under competitive tender rules provides a strong indication of the competitiveness of this service against other Private and Public Service providers. 5

6 cleaning, waste collection, recycling and cesspool emptying with associated activities such as vehicle maintenance are exposed to competitive tender under on contractual arrangement with a contract commencement date of April ,000 income. Trading account currently absorbs 19,400 of fixed on costs. April December 03, surplus is 11,566 and total income 136,629. Whilst the in-house delivery of cesspool emptying service remains profitable and absorbs fixed on-costs direct delivery should continue in favour of contracting out this service. ** 6