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April 2005

April 2005. Response Programme: the impact on Tranche 1 BVPIs. Improvement factors. The successful delivery of the Response Programme will have an important, positive impact on the Council’s BVPI’s caused by a number of factors:

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April 2005

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  1. April 2005 Response Programme: the impact on Tranche 1 BVPIs

  2. Improvement factors The successful delivery of the Response Programme will have an important, positive impact on the Council’s BVPI’s caused by a number of factors: • Focusing of customer service resources in one place leading to economies of scale and consistent levels of customer service • Enabling the re-direction of customer contacts to quicker, low cost alternatives (e.g. internet payments) • Re-engineering and improved ICT resulting in: • increased speed of workflow • reduction in cost of processes • reduction in administrative tasks for specialist staff enabling an increased focus on service delivery • Improved management information resulting in more responsive management

  3. Consistent levels of customer service and/or re-direction of customer contacts to quicker, low cost alternatives Corporate: • % of interactions delivered using internet protocols or other paperless methods (BV157) • % of authority buildings suitable for and accessible to disabled people (BV156) • % of complainants satisfied with the handling of those complaints

  4. Increased speed of workflow Corporate: • % invoices paid within 30 days Built Environment: • % planning applications determined within Government timescales (BV109a-c) • % land searches carried out in 10 working days (BV188)

  5. Increased focus on service delivery and/or more responsive management Customer Services • % of council tax collected (BV9) • % of business rate received (BV10) Street Environment • Customer satisfaction with streets environment services (BV90a-c) Built Environment • Number of days of temporary road closure (BV100) • % pedestrian crossings with facilities for disabled people (BV165) • % footways which were easy to use (BV178) • Condition of roads (BV96 &97 • % roads not needing repair (BV186 a and b) Cultural Services • Visits to libraries (BV177) • Residents satisfaction with cultural services (BV119 a-e)

  6. Tranche 2 and 3 Services For example: • Speed of processing applications (benefits, housing, social services) • Speed of undertaking reviews/statements (SEN, social services) • Unit costs • Customer satisfaction

  7. Next steps • Complete ICT build and re-engineering across all service areas • Full realisation of the efficiencies identified by re-engineering across all tranches • Target setting across all services for 2005-8 • Tranche 1 services building impact of response improvements into their new targets

  8. More information: Graeme McDonaldHead of Corporate Performance and ScrutinyExt 7485 mcdonalg@ealing.gov.uk

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