Memorandum of Understanding Between Contract Research Organisation and Hospital

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					Audit Commission

Presentation




               Inspection of Supporting People
               Leicester City Council

               Initial Briefing
               Wednesday 18th July 2007


                                          Housing Inspectorate
Audit Commission

Presentation




               Briefing on potential strengths,
               weaknesses and areas to explore
               Inspection Team
               Lesley Barnard - Principal Inspector (AC)
               Jenny Hayball - Support Inspector (AC)
               Dennis Rees - Tenant Inspection Advisor
               Margaret Little - CSCI Inspector
               Sarah Mainwaring-Parr - HMIP Inspector



                                                           Housing Inspectorate
Audit Commission

Presentation




    Agenda for today
    • Introduction
    • Initial thoughts and areas to explore
           – Judgement One – How good is programme delivery?
           – Judgement Two – Prospects for improvement?
    • Conclusion and next stages
    • Time for questions at the end of each section in the Key Line
      of Enquiry



                                                         Housing Inspectorate
Audit Commission

Presentation




                    Judgement 1
               How good is the service?



                                 Housing Inspectorate
Audit Commission

Presentation




    What has the service aimed to achieve?
    • The vision for the Supporting People Programme is
      “Supporting People, and partner agencies in Leicester, will
      work with others to support vulnerable people to get and keep
      a home in the community. It will help vulnerable people to
      have choice and independence in their lives. This support will
      be: at the right time, high quality and value for money.”




                                                  Housing Inspectorate
Audit Commission

Presentation



 What has the service aimed to achieve?
  •    This is supported by a ten strategic objectives:
         – To Increase capacity where the number of units is significantly below the regional and national
           average and where there is evidenced need for the service
         – Accommodation based generic services should be remodelled to more specific client groups
           where there is an evidenced need for such services
         – All Floating Support should be coordinated, delivered across tenure and not tied to specific
           housing providers
         – Leicester will endeavour to develop more flexible floating support services over time
         – There should be a wider role for Community Alarms
         – Reduce average unit costs where it is shown Leicester’s unit cost for a particular client group is
           significantly above the national and regional average
         – The full cost of HRSS services will be reflected in either the unit cost or service charge,
           introduced over a suitable length of time
         – New provision will only be funded if there is specific and measurable evidence of need and the
           need for such a service is evidenced as a priority with the SP Strategy or specific Annual Plan.
           Such needs data is required to be more than general demographic analysis
         – Increase the quality of services to better meet need and deliver increased positive outcomes for
           individuals
         – Improve the alignment of commissioned services with the priorities of partner agencies

                                                                              Housing Inspectorate
Audit Commission

Presentation




    What has the service aimed to achieve?
    • The Community Plan is the key plan to improve the quality of
      life for people living and working in Leicester City. The
      Community Plan states that Leicester should be “A premier
      city in Europe with a thriving and diverse society in which
      everyone is involved and in which everyone can have a
      decent, happy and fulfilling life. A city with a strong economy,
      a healthy caring and educated society, a safe and attractive
      environment, and an improving quality of life – a sustainable
      city”


                                                     Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Corporate Commitment
    Potential strengths
    • Clear understanding of the council’s role as the ALA
    • Corporate Commitment reflected in additional budgets to support the
      administration of the programme
    • Supporting People related targets incorporated into Council’s annual
      performance plan
    • SP funding aligned with the LAA, but work ongoing to move towards
      pooled budgets
    Potential weaknesses
    • Limited reports to Council in last 18 months on Supporting People
    • Identified more work needed to improve Councillor understanding of the
      programme
                                                           Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Corporate Commitment
    Areas to explore
    • Elected member involvement
    • Effectiveness of corporate links
    • Links to the LSP and future reporting arrangements to LSP
    • Work to improve Councillor understanding of the programme
    • Outcomes from aligned budget with the LAA and progress in
      moving towards a pooled budget



                                                Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Commissioning Body
    Potential strengths
    • Strong attendance by Probation and ALA over last 12 months (100%)
    • Appears to be operating effectively with appropriate level of discussion
      and challenge
    • Memorandum of understanding in place includes voting arrangements,
      and allocation & coordination of SP work.
    • Conflict of resolution protocol recently put in place

    Potential weaknesses
    • PCT only attended 67% meetings in last 12 months
    • Conflict of resolution protocol states no formal need for conflict of interest
      rules
                                                                Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Commissioning Body
    Areas to explore
    • Effectiveness of Commissioning Body
    • How conflicts of interest are dealt with
    • Relationship between the Commissioning Body and other
      areas of the governance arrangements
    • Links between Commissioning Body and LSP
    • Role of CB in LAA – robustness of decision making
    • Progress with review of memorandum of understanding

                                               Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Core Strategy Group
    Potential strengths
    • Chaired by Accountable officer
    • Key partners represented on the group
    • Operating effectively with appropriate level of discussion and challenge
    • Evidence of outcomes from the Core Strategy Group
    • Links in place with the Commissioning Body
    • Conflict resolution protocol in place

    Potential weaknesses
    • Limited performance information reported
    • No service user representatives

                                                             Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Core Strategy Group
    Areas to explore
    • Effectiveness of Core Strategy Group
    • Outcomes achieved by the group
    • Action taken to address low attendance Links with other parts
      of the governance structure
    • Capacity building of members
    • Robustness of work planning
    • Application of conflict resolution protocol
    • Progress in involving service users within the governance
      arrangements
                                                  Housing Inspectorate
Audit Commission

Presentation




    Governance & Partnerships
    Accountable Officer
    Potential strengths
    • Accountable officer at an appropriate level of responsibility

    Areas to explore
    • Role and effectiveness of Accountable Officer
    • Corporate influence of the Accountable Officer
    • AO links with other relevant strategies and initiatives



                                                     Housing Inspectorate
Audit Commission

Presentation


   Governance & Partnerships
   Health, Housing, Social Care and Probation wider
   partnership arrangements
    Potential strengths
    • Leicester Probation Service 2004-07 Accommodation Strategy informed by SP needs analysis
       & 5 year strategy and SP integrated in the LPS 2007/08 Business Plan
    • Positive protocol in place between Leicestershire and Rutland Probation Area and LCC for
       housing high risk offenders in the city and SP involved in this arrangement
    • Effective reciprocal arrangements between neighbouring counties for accommodating high risk
       offenders
    • Supporting People well integrated in the Housing Strategy 2005-2010, BME Housing Strategy
       2004,the Homeless Strategy 2003-08, and Older People Strategy 2006 with number of key
       actions relating to Supporting People
    • Frontline working between health and SP is improving resulting in outcomes such as
       development of new Direct Access Hostel
    • SP officers are members of planning groups for wide range of client groups
    • Number of examples of multi agency approaches to delivery of the programme e.g. rough
       sleepers pathway project, teenage parent project
    • Inclusive forum in place to enable wider stakeholder involvement Housing Inspectorate
Audit Commission

Presentation


 Governance & Partnerships
 Health, Housing, Social Care and Probation wider
 partnership arrangements
    Potential weaknesses
    • SP programme not clearly featuring in health documents

    Areas to explore
    • Wider strategic links between Supporting People and key partners such as health, probation
       and housing
    • Approach to wider adult and child protection issues
    • Plans to review LPS Accommodation Strategy
    • Links between LPS Accommodation Strategy and mandatory reduction in re-offending LAA
       targets
    • Robustness of MAPPA arrangements and liaison arrangements with SP
    • Consistency of service specifications in place across all offender provision
    • Involvement of YOT in the programme, and provision for young offenders
    • Effectiveness and impact of protocols for hospital discharge
    • Plans to update Hospital Discharge Guidance with identified changes
    • Delivery of Supporting People elements of linked strategies
    • Contribution to and outcomes from membership of planning forums/groups
                                                                        Housing Inspectorate
Audit Commission

Presentation


  Governance & Partnerships
  Service Providers
  Potential strengths
  • Commitment to supporting and working with providers reflected in vision
    and values of the programme
  • Provider forum in place which is now led and administered by providers
    with time for providers only at meetings
  • 6 providers represented on the CSDG and links appear to be operating
    effectively with feedback at each provider forum
  • Examples of where providers have led change in the programme
  • Support for small providers through a voluntary sector provider forum,
    supported by one post funded by SP
  • Evidence of providers involved in the development of some areas of
    programme delivery
                                                          Housing Inspectorate
Audit Commission

Presentation

  Governance & Partnerships
  Service Providers
    Areas to explore
    • Effectiveness of providers forum
    • Effectiveness of training and support for Providers
    • Effectiveness of SP newsletters
    • Accessibility to and satisfaction with training provided
    • Communication with providers
    • Supported provided to small providers
    • Consistency in support between internal and external providers
    • Provider satisfaction with involvement in the programme delivery
    • Level playing field for all providers?


                                                           Housing Inspectorate
Audit Commission

Presentation


   Governance & Partnerships
   Voluntary & Community Sector (VCS)
   Potential strengths
   • Voluntary and small SP providers group in place providing peer support,
     sharing good practice, resources etc.
   • One off grant funded post to support the voluntary sector provider forum
   • a local Voluntary & Charitable support organisation (funded by the
     Council) Voluntary Action Leicester provided training on policies and
     procedures in line with the QAF lite.
   • SP Team is working with colleagues with central procurement to link
     training currently available to Small and Medium Enterprises funded
     through the European Social Fund.

   Potential weaknesses
    Lack of well established links with the wider non SP funded voluntary
     sector

                                                            Housing Inspectorate
Audit Commission

Presentation


    Governance & Partnerships
    Voluntary & Community Sector (VCS)

    Areas to explore
    • Links between SP and the voluntary sector
    • Voluntary sector involvement in governance arrangements
    • Outcomes from Voluntary and Small providers group
    • Capacity building for when one off grant funding ends
    • Progress with Small and Medium enterprise work




                                                Housing Inspectorate
Audit Commission

Presentation


  Grant Compliance, Strategy & Needs
  Grant Conditions and eligibility criteria
    Potential strengths
    • Reviews used to identify ineligible funding and now transferred to
      appropriate budgets, based on eligibility principals agreed in 2003
    • Comparably lower levels of ineligible funding due to ongoing work to
      ensure eligible services funded from point of introduction of SP
    • New robust eligibility policy developed April 07, particularly for use in new
      service specifications
    • Number of examples provided where services decommissioned or
      changed as a result of eligibility of support

    Potential weaknesses
     Historically there has not been a published eligibility criteria
                                                                Housing Inspectorate
Audit Commission

Presentation

  Grant Compliance, Strategy & Needs
  Grant Conditions and eligibility criteria
 Areas to explore
 • SP involvement in de-registration of former residential care homes, and
    any issues?
 • Appropriateness and consistent application of eligibility criteria (provide
    copy of that used to support individual service reviews)
 • Involvement of partners and providers in development of eligibility policy
 • Provider and partner understanding of the eligibility policy
 • Progress with implementation of new eligibility policy and outcomes to
    date
 • Any issues from registration of Domiciliary Care Providers also providing
    SP services?
 • Effectiveness of and current position of retraction plan
 • Detail of retraction plan and its implementation – provider satisfaction
 • Involvement of partners in agreeing plans for transfer of ineligible funding
                                                             Housing Inspectorate
Audit Commission

Presentation

   Grant Compliance, Strategy & Needs
   Five Year Strategy
    Potential strengths
    • Comprehensive five year strategy in place for 2005-10, supported by annual plans
    • Clearly identifies actions and priorities for delivery with robust criteria in place for the
       identification of service development priorities
    • Easy read version of the strategy available for service users, including translation into
       3 main community languages
    • Links made to other strategies and plans including teenage parents, learning
       disabilities, older people
    • Range of methods used to consult stakeholders, providers service users, partners
       and elected members in development of the strategy
    • SP involvement in client group planning forums used to inform the strategy
    • Appropriate prioritisation system in place to for existing services and proposed
       developments including relative levels of provision, contribution to partners strategies
       & risk to service users

    Potential weaknesses
     Links to priorities, targets and objectives of partner agencies not clear
                                                                     Housing Inspectorate
Audit Commission

Presentation




    Grant Compliance, Strategy & Needs
    Five Year Strategy
    Areas to explore
    • Provider, partner and stakeholder satisfaction with opportunity
      to contribute to development of the strategy and associated
      annual plans
    • Accessibility of the five year strategy and annual plans
    • Provider, partner and stakeholder awareness of strategy and
      key priorities
    • Future plans for reviewing the strategy
    • Outcomes from delivery of the strategy
    • Links to other key strategies and plans
                                                   Housing Inspectorate
Audit Commission

Presentation


 Grant Compliance, Strategy & Needs
 Needs mapping, analysis and review
   Potential strengths
   • Template used to collate client group needs information and used to inform the five
      year strategy
   • Comprehensive needs analysis of offenders completed in 2003 to inform the LPS
      20054-07 Accommodation Strategy and the offender section of the SP 5 year strategy
   • Access range of needs information from other sources and agencies (see weakness)
   • Summary of updated needs information used to inform development of the annual
      plans

   Potential weaknesses
   • Ad hoc approach to collection of needs information – recognised as an area for
      improvement by LCC, and proposing to develop strategy to take forward
   • Some gaps in needs data for specific client groups which don’t appear to have been
      addressed e.g. physical disabilities
   • Reliance on 2001 census data to identify local needs for services for some service
      user groups
                                                                  Housing Inspectorate
Audit Commission

Presentation




    Grant Compliance, Strategy & Needs
    Needs mapping, analysis and review
    Areas to explore
    • Robustness of needs data for each client group
    • Use of needs information collected since the five year strategy
    • Use of individual budget and extra care needs assessments to inform service
       provision
    • Use of client group planning forums to collect and update needs assessments
    • Information sharing arrangements with partners and providers
    • Evidenced impact and outcomes of the use of needs data
    • Action taken to address the gaps in needs information identified in the five year
       strategy
    • Current gaps in needs data, and action being taken to address these
    • Reason for detailed needs assessment of teenage parents and approach taken
    • Other areas where detailed needs assessment completed
    • Use of needs information to inform joint commissioning decisions

                                                                   Housing Inspectorate
Audit Commission

Presentation




    Grant compliance, strategy and needs
    Strategy for access to move on accommodation
    Potential strengths
    • Interim move on strategy in place
    • Strategy identifies number of initiatives which support positive move on
    • Move on survey underway with relevant providers and stakeholders
    • £1.7m of overall £4.8m floating support allocation budgeted to deal with
      post crisis support (i.e. move on related support)

    Potential weaknesses
    • Lack of strategic approach to dealing with move on
    • Interim strategy not accompanied by a SMART action plan
    • Gaps in provision of move on accommodation for offenders
                                                            Housing Inspectorate
Audit Commission

Presentation




    Grant compliance, strategy and needs
    Strategy for access to move on accommodation
    Areas to explore
    • Awareness of the ability to move on and potential barriers – results from
       move on questionnaire
    • Effectiveness of current move on arrangements
    • Evidence of partnership approach to resolve to move on issues
    • Outcomes from the initiatives identified to support move on
    • Progress with formation of strategic move on group
    • Access to floating support services as part of move on arrangements
    • Action taken to extend housing options for service users



                                                             Housing Inspectorate
Audit Commission

Presentation


   Delivery Arrangements
   Supporting People team
    Potential strengths
    • Team of 14 staff to deliver the programme including policy and service
      development officers, and finance and monitoring officers
    • Evidence of support from other corporate teams e.g. corporate
      procurement and legal
    • SP team contributes to the client group planning forums
    • Monthly team meeting and management meetings
    • Team standards in place including communication and learning and
      development

    Potential weaknesses
     Staff vacancies in team had some impact on completion of QAF validation
      visits in line with the review programme
                                                            Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    Supporting People Team
    Areas to explore
    • Team skills particularly with changing focus of programme delivery
    • Examples of specialist support form other council officers/teams and
       outcomes
    • Project and contract management skills of the team
    • Management and monitoring arrangements within the team
    • Links between team and other partners/agencies
    • Training opportunities & take up?
    • Understanding & application of adult & child protection arrangements



                                                           Housing Inspectorate
Audit Commission

Presentation


   Delivery Arrangements
   Work Planning
    Potential strengths
    • Work planned through comprehensive annual plans which clearly link to
      delivery of the strategy
    • Annual plan reviewed and updated bi monthly through team meetings
    • Some evidence of linking to individual work plans
    • Strategy action plan updates regularly provided to Commissioning Body
      and Core Strategy Development group

    Potential weaknesses
    • Resources and expected outcomes not identified to support delivery of
      actions in the strategy action plans
    • Links to health and probation targets and other corporate plans not evident
                                                            Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    Work Planning
    Areas to explore
    • Team awareness of action plans and priority actions –
      consistency and comprehensiveness of individual work plans
    • Links to governance action planning and level of challenge
      made
    • Links to other department and corporate plans, and probation
      and health targets
    • Monitoring arrangements for action plan delivery
    • Progress in delivering annual plan and service plan
                                                  Housing Inspectorate
Audit Commission

Presentation

  Delivery arrangements
  Local Area Agreements
    Potential strengths
    • Ongoing work to pool SP grant by 2009
    Potential weaknesses
    • Lack of evidence to support decision to align SP funding in the LAA
    • Links to the LSP and LAA not made clear in the Annual Plans and Five Year
       Strategy
    Areas to explore
    • Effectiveness, relevance and outcomes of SP links to the LAA and LSP,
       including lines of accountability between LSP and CB
    • SP funding levels in the LSP and outcomes
    • Timeliness and accuracy of returns to CLG

                                                          Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    Performance monitoring and management
    Potential strengths
    • Regular reporting of performance and financial information to CSDG and
      CB
    • Some evidence of more detailed performance analysis and trends
    • Evidence of appropriate financial controls in place
    Potential weaknesses
    • Limited performance information reported with focus on the two national
      KPIs and no analysis of information
    • Limited challenge of performance and financial information at both
      meetings given the level of information reported
    • Outcomes not reported to Commissioning Body or Core Strategy Group
    • Internal audit of financial and payment systems carried out identified 3
      areas for improvement

                                                           Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    Performance monitoring and management
    Areas to explore
    • Effectiveness of performance management system
    • Effectiveness of financial monitoring
    • Outcomes achieved through performance monitoring in terms
      of active responses to pursue improvements
    • Extent to which more detailed performance information has
      been produced, and impact of use
    • Progress in addressing recommendations from internal audit
      report
                                                Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    Fairer Charging
    Potential strengths
    • Reminder of provide duty around fairer charging assessments included in
      inflationary increase letters to providers

    Potential weaknesses
    • Very low level of applications – only 3 requesting a Fairer Charging
      assessment to date - recognise this is partly due to 77% of users
      subsidised via HB
    • Limited evidence of information for service users on availability of fairer
      charging – not included in standard SP leaflet
    • No evidence of the assessment of potential take up
    • No evidence of promotional work with providers and service users to
      encourage take up – aware some work planned

                                                               Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    Fairer Charging
    Areas to explore
    • Efficiency of Fairer Charging arrangements including completion of
       assessment and issuing of invoices to service users
    • Top up charges – any local providers charging fees over and above the
       SP grant?
    • Integration with other income maximisation work across the city
    • Promotion of Fairer Charging with providers and service users, including
       provider awareness of opportunities for fairer charging assessments
    • Links to other corporate fairer charging assessments



                                                            Housing Inspectorate
Audit Commission

Presentation

  Delivery Arrangements
  Risk Management
  Potential strengths
  • Comprehensive risk register incorporated into annual plans
  • Some business critical risks identified for inclusion within the departmental risk register

  Potential weaknesses
  • Council has major incidence contingency plan in place, however only appears to relate to Flu
     epidemic in relation to supporting people
  • Identified as area for improvement to firm up SP team procedure for responding to risks specific
     to the SP market

  Areas to explore
  • Effectiveness of risk management in decommissioning services
  • More detailed risk assessment in place e.g. provider level?
  • Evidence of effectiveness of risk management arrangements, reviewing and reporting within the
     programme and corporately
  • Partner involvement in risk management
  • Use of service reviews and contract monitoring arrangements in the identification and
     management of risk

                                                                             Housing Inspectorate
Audit Commission

Presentation




    Delivery Arrangements
    CLG Monitoring (SPLS data upload)
    Potential strengths
    • Appropriate arrangements in place to ensure
      uploads are timely

    Areas to explore
    • Quality and timeliness of uploads
    • Arrangements in place to check the quality and accuracy of
      data

                                                  Housing Inspectorate
Audit Commission

Presentation


   Commissioning & Performance
   Contracts
    Potential strengths
    • All service reviews completed by March 2006
    • Automated tools used to progress and record service reviews
    • Steady state contracts in place for all external contracts
    • Draft contract management framework
    • New contract monitoring arrangements include involvement of service users
    • Comprehensive Provider Information Pack produced for reviews
    • Comprehensive review officer guidance document
    • Questionnaire used to collect providers views on how the scheme review process
    Potential weaknesses
    • Not all services subject to QAF validation as part of the review process to ensure
       March 06 deadline could be met
    • Not clear how links have been made to shared targets through service reviews and
       contract negotiations

                                                                 Housing Inspectorate
Audit Commission

Presentation




    Commissioning & Performance
    Contracts
    Areas to explore
    • How robust have service reviews been in assessing ineligibility and value for money
    • Have changes been implemented following service reviews
    • Involvement of other partners in service reviews, contract negotiations and management e.g.
       probation, health
    • What is the current position on contracts across the programme (how many on steady state /
       interim / expired)
    • Progress in development of new contract monitoring arrangements
    • Training for providers on approach to reviews and contract monitoring arrangements,
       particularly support for small providers
    • Effectiveness of new contract negotiation and monitoring arrangements and consistency
       between internal and external providers
    • Involvement and satisfaction of service providers and service users with methodology
    • Extent of any joining up of commissioning and monitoring
    • Results and outcomes from scheme review consultation


                                                                        Housing Inspectorate
Audit Commission

Presentation




    Commissioning & Performance
    Quality Assurance
    Potential strengths
    • Internal panel used to quality assure outcomes of review prior to
      submission to CSDG and CB
    • Clearly laid out guidance for officers and providers to help ensure
      consistency in approach
    • CSDG have reviewed all review reports prior to submission to CB
    Potential weaknesses
    • Not all services have had a QAF validation visit to date – to be completed
      by September 2007, with 16 services outstanding out of the 185 services
    • Arrangements for quality assurance in the new contract monitoring
      arrangements to be developed
                                                            Housing Inspectorate
Audit Commission

Presentation




    Commissioning & Performance
    Quality Assurance
    Areas to explore
    • What is the current position with QA – anything documented,
      anything started, If so what was the outcome and has
      anything changed
    • Arrangements for ensuring continuous improvement
    • Development of quality assurance arrangements for new
      contract monitoring arrangements
    • Progress in completion of outstanding QAF assessments


                                                 Housing Inspectorate
Audit Commission

Presentation




    Commissioning & Performance
    Reporting
    Potential strengths
    • Comprehensive review reports automatically produced using workbook
    • Reported to commissioning body and evidence of in depth discussion in some cases
    • Dedicated time set aside at CB and CSDG to ensure appropriate consideration given
       to review reports and the recommendations made

    Potential weaknesses
     Limited challenge to outcomes of review reports at Commissioning Body

    Areas to explore
    • Effectiveness of current reporting arrangements and challenge made
    • Action taken as a result of identified areas of concern
    • Timeliness and quality of reporting to providers, particularly following the
       Commissioning Body meeting

                                                                     Housing Inspectorate
Audit Commission

Presentation



  Commissioning & Performance
  Cross Authority
    Potential strengths
    • Involved in work to develop joint or similar working practices across
       neighbouring authorities Signed up to Joint Accreditation Protocol through the
       Midland Region Contract Group
    • Some schemes operating jointly in LCC and neighbouring authorities so joint
       approach taken to service review process
    Potential weaknesses
    • Delays in accrediting providers due to capacity issues
    Areas to explore
    • Effectiveness of accreditation and passporting arrangements
    • Outcomes from cross authority work
    • Integration into work planning
    • Reporting progress to governing bodies
                                                             Housing Inspectorate
Audit Commission

Presentation

  Commissioning & performance
  Improvement planning
    Potential strengths
    • Target set in five year strategy for all providers to be level B by 2008
    • Actions plans developed through service review process – 103 action plans issued to
       date
    • Review officers have responsibility for ensuring timely completion of action plan
    • Training provided to small providers through voluntary provider forum to help improve
       performance against the QAF

    Areas to explore
    • Criteria for production of action plan
    • Effectiveness of improvement planning arrangements, including consistency of
       monitoring
    • How ambitious are the improvement targets set?
    • Outcomes from training for small providers
    • Use of QAF validation and plans for future
    • Use of supplementary QAFs
                                                                Housing Inspectorate
Audit Commission

Presentation

  Commissioning & Performance
  Complaints
    Potential strengths
    • Clear guidance on the approach to complaints including timescales and 3
       stage escalation policy
    • Complaints to be considered as part of new contract monitoring
       arrangements
    Potential weaknesses
    • No evidence of complaint reporting to CSDG or CB
    Areas to explore
    • Publicity and awareness of complaints procedure
    • Protocols to enable & refer issues of adult & child protection
    • Level of complaints received and effectiveness of application of the
       complaints procedure
    • Monitoring and reporting of complaints
    • Use of complaints to improve services provided or programme delivery
    • Engagement of partners in dealing with complaints
                                                          Housing Inspectorate
Audit Commission

Presentation


  Commissioning and Performance
  Appeals Process
    Potential strengths
    • Details of appeals process included in the Provider Information Pack on
      service reviews
    • 4 stage appeals process in place with clear timescales and delegation
      processes
    • Includes use of an appeals panel where satisfactory outcome achieved
      comprising CB representative, CSDG representative and an third
      independent representative Only one appeal to date – settled at stage one

    Areas to explore
    • Service provider satisfaction with the process
    • Publicity and awareness of appeals procedure
    • Details of the appeal made and how this was dealt with and reported
                                                           Housing Inspectorate
Audit Commission

Presentation


  Commissioning & Performance
  Outcomes
    Potential strengths
    • Some changes to service provision following the reviews – 155 units of
      support decommissioned
    • Evidence of meeting top priorities identified in the five year strategy
    • Strategic review of floating support resulting in outcome based set of
      services being introduced

    Areas to explore
    • Extent of decommissioning
    • Any outcomes from contract monitoring and improvements flowing from
       service improvement plans
    • QAF levels of providers and trends
    • Evidence of service improvements
    • Impact of floating support strategic review
    • Future strategic reviews planned?
                                                            Housing Inspectorate
Audit Commission

Presentation




    Value for money
    Defining VFM
    Potential strengths
    • Commitment to value for money through consideration of the
      cost and quality of services is reinforced through the LCC SP
      vision and number of objectives
    Areas to explore
    • Team, provider and partner understanding of the definition and
      approach to value for money



                                                  Housing Inspectorate
Audit Commission

Presentation




    Value for Money
    Methodology for contracted services
    Potential strengths
    • Approach to VFM embedded within the approach to service reviews
    • Detailed technical guidance for staff and summary with template for providers
    • Approach developed through consultation with providers and CSDG
    • Comparisons made using benchmarking information collected against local and national
       providers for primary client group, accommodation type and accommodation type and
       primary client group combined

    Areas to explore
    • How will unlocked funding be invested?
    • Application of VFM methodology and impact on contract negotiations
    • How are specialised services catered for? Any involvement of key partners e.g. probation?
    • Service user involvement in determining VFM
    • Provider awareness and satisfaction with approach to VFM
    • Consistency application – level playing field for all providers?
    • Approach to small & voluntary sector providers
    • Robustness of VFM decision made
                                                                         Housing Inspectorate
Audit Commission

Presentation


  Value for money
  Benchmarking
    Potential strengths
    • Evidence of benchmarking within service review reports
    • Involvement in the East Midlands Benchmarking Exercise in 2004 and 2006
    • Action being taken to address where there services cost above the national average
    Potential weaknesses
    • Results from 2006 benchmarking not known until March 2008
    • Little evidence of benchmarking other than through the service review process
    • 3 client groups are significantly above the national average cost

    Areas to explore
    • The impact or changes did existing benchmarking activity has had in
    • Other approaches to accessing benchmarking information
    • Action taken to deal with high cost services
    • Reporting of outcomes of benchmarking to CB and CSDG
                                                                 Housing Inspectorate
Audit Commission

Presentation

  Value for money
  Procurement
    Potential strengths
    • Over 10% of efficiency savings following service reviews
    • Full tendering exercise completed when a provider exists the market
    • VIP used to look approach at joint commissioning and procurement
    Potential weaknesses
    • No evidence of a SP procurement strategy or plan

    Areas to explore
    • Progress in developing a procurement plan for the programme
    • Proposals to balance the need for improved VFM, large scale competition, managing the
       markets, maintaining a diverse provider market and including the interests of small provider
    • Plans to develop procurement strategy and plan
    • Links between SP procurement and corporate procurement strategy
    • Access to relevant skills and expertise to support procurement.
    • Robustness and transparency of one off grant bidding process
    • Robustness of approach to procurement
    • Use of VIP work to inform future procurement and commissioning of services

                                                                           Housing Inspectorate
Audit Commission

Presentation




    Value for money
    Improving value for money
    Potential strengths
    • 3 actions included in 2005/06 AES for the council
    • Reduction in unit cost of provision for most client groups
    • Service reviews have resulted in saving of £1.5m after an increase of
       £300k for some services
    • Reduced costs of services with overall unit cost for accommodation falling
       from £45.38 in 2003/04 to £42.21 in 2006/06 and average unit cost for
       floating support falling from £87.80 to £80.15
    Areas to explore
    • Use of VFM methodology in driving improvement
    • Performance against AES targets (SP programme only)
    • Service changes resulting from VFM assessments
                                                            Housing Inspectorate
Audit Commission

Presentation


  Value for money
  Cross authority approach
    Potential strengths
     Working with East Midlands regional group sub group to examine ways in
      which regional benchmarking can be developed but not to be implemented
      until March 2008
    Potential weaknesses
    • Little evidence of cross authority approach

    Areas to explore
    • Use of joint procurement opportunities
    • Future benchmarking activity
    • Outcomes from East Midlands Regional Group
    • Use of cross authority approach to share best practice and expertise
    • Impact of cross authority work on improving VFM
                                                            Housing Inspectorate
Audit Commission

Presentation




    Value for money
    Administration Grant
    Potential strengths
    • Comparisons of proportion of admin grant to programme grant made to
      other programmes (e.g. NRF) and to SP within other ALAs which
      demonstrates positive comparison
    Potential weaknesses
    • Assessments only cost based

    Areas to explore
    • What does the Council receive in return for expenditure on Admin –
       outputs, quality, impact
    • Do you know how this compares with others – eg. Size of team, salary
       levels, budgets for IT, staffing, premises, overheads?
    • Any ongoing work to improve value for money – benchmarking,
       recruitment
                                                          Housing Inspectorate
Audit Commission

Presentation


   Service User Involvement
   Opportunities
    Potential strengths
    • Opportunities to be involved in the development of the five year strategy
    • Evidence of service users involved in a number of research projects and
      needs assessments
    • Use of existing service user groups
    • Use of Citizen’s Panel to consult on the Strategic Review of floating support

    Potential weaknesses
    • Not all service user groups consulted directly in the development of the five
      year strategy
    • Need to undertake wider consultation with BME community groups to inform
      strategy and needs analysis
    • Lack of service user involvement in governance arrangements with no
      service user representatives on the CSDG or the inclusive forum

                                                             Housing Inspectorate
Audit Commission

Presentation




    Service User Involvement
    Opportunities
    Areas to explore
    • Links to Carer and advocacy groups to improve involvement
    • Opportunities for ongoing service user involvement in delivery of the
       programme
    • Impact and success of the work with the voluntary sector, advocacy
       services and specialist support services to engage with harder to reach
       groups and socially excluded users
    • Capacity building for service users
    • Action to increase opportunities to ensure available for all groups
    • Action to improve service user involvement in governance arrangements
    • Use of existing service user groups and outcomes for supporting people
                                                            Housing Inspectorate
Audit Commission

Presentation



   Service User Involvement
   Involvement in contacting and monitoring
    Potential strengths
    • Service user face to face focus groups undertaken at each individual service review
    • Service users involved in the strategic review of floating support services in a variety
       of ways
    • Service users involved through series of consultation events to support remodelling of
       Heathfield House and used to inform the development of the service specification
    • Service users invited to comment on contract management framework via online tool

    Areas to explore
    • Effectiveness of service user involvement in reviews and future plans for contract
       monitoring
    • Evidence of service user involvement in service development and tendering exercises
    • Consistency of involvement in reviews and service developments

                                                                    Housing Inspectorate
Audit Commission

Presentation


   Service User Involvement
   Outcomes from service user involvement
    Potential strengths
    • Service user involvement used to inform development of five year strategy
    • Evidence of service users influencing the outcomes of the strategic review of floating support
    • Teenage parents (users and non users of SP services) engaged in research which informed
       development of the PIPS multi agency floating support service
    • Connexion Peer Researchers used to undertake research of young people in supported
       accommodation and hostel provision – resulting number of recommendations
    • Gypsies and Travellers engaged in research to identify their housing and housing related
       support needs – outcomes to feed into the Strategic review of floating support

    Areas to explore
    • Outcomes from service user involvement
    • Examples of how service user feedback has been used in service planning and improvement
    • Impact on procurement and contracting
    • Progress in reaching individuals and service user groups not reached before, and addressing
       gaps in service user involvement
    • Use of advocacy and support groups
    • Progress in taking forward recommendations made by Connexions Peer Researchers, and
       Gypsies and Travellers research
                                                                           Housing Inspectorate
Audit Commission

Presentation


  Access to services and information
  Access and referral to services
    Potential strengths
    • Stakeholder views sought on access
    • Referral information included in the directory of services
    • Strategic reviews are considering access routes to those services – plans in place to
       address through the new structure of floating support services
    • Work ongoing to develop a cross authority Local Connection and Reconnection
       Protocol
    • Extra SP funding used to support provision of extra bedspaces from variety of
       providers to relieve pressure on direct access hostels & reduce use of B&B

    Potential weaknesses
    • Details of exclusions recorded via contracts however not detailed within the directory
       of services
    • Temporary ‘pathway’ for referrals to address pressures on direct access appears to
       have created access issues for other service users

                                                                   Housing Inspectorate
Audit Commission

Presentation


  Access to services and information
  Access and referral to services
    Areas to explore
    • How effective are access arrangements and what is the breakdown by direct
       access, self referral and referral from agencies
    • Fairness and transparency of access arrangements
    • Staff and partner agencies ability to sign post users to access and referral routes
    • Understanding of the barriers to access and referral
    • Analysis of exclusions & proposals to address or challenge where these are not
       appropriate
    • Impact of strategic reviews in addressing issues identified in relation to access and
       referral
    • Progress in incorporating access & referral routes into service specifications
    • Progress in development of the cross authority Local Connection and
       Reconnection Protocol
    • Progress with Rough Sleepers Pathway project in improving access
                                                                    Housing Inspectorate
Audit Commission

Presentation




    Access to services and information
    Information
    Potential strengths
    • Clear leaflets for e.g. pregnancy advice, victims of Domestic Violence- signpost
       variety of agencies who can offer support – also general SP leaflet about HRSS
    • Some examples of information developed with potential or actual service users
       (e.g. teenage pregnancy leaflet). Also picked up at service level through the
       reviews
    • ‘Easy read’ version of the SP strategy produced
    Potential weaknesses
    • LCC not got complete information about community & client group publications
       (action in consultation & communications plan for 2007/08 to map these)
    • Many service provider leaflets not offered in alternative formats/languages
    • General SP leaflet lists types of services available & client groups but includes no
       service standards & does not give even brief outline of how someone might
       access services
                                                                    Housing Inspectorate
Audit Commission

Presentation




    Access to services and information
    Information
    Areas to explore
    • What is the range of information available - is this available
      across all service user groups?
    • How are users being involved in developing information for
      users
    • Alternative formats available
    • Appropriateness of information available
    • Accessibility of information on the programme and for
      individual client groups
                                                     Housing Inspectorate
Audit Commission

Presentation


  Access to services and information
  Directory
    Potential strengths
    • On-line directory of services – via LCC SP website & Kweb - searchable by client
       group, service type, service name & provider – includes brief details of referral routes
    • Some service specific leaflets which include contact details of relevant agencies
       which are both SP and non SP funded
    Potential weaknesses
    • No evidence of accessible formats or alternative means of accessing the directory
       other than through the internet
    Areas to explore
    • Progress in developing the web site and other information for users
    • How was directory developed and arrangements for keeping up to date
    • Partner involvement in developing the directory
    • Access to the directory
    • How is satisfaction assessed?
    • Progress with development of directory for new arrivals
                                                                   Housing Inspectorate
Audit Commission

Presentation


  Access to services and information
  Website
    Potential strengths
    • Site provides feedback opportunities either general or re. specific consultation
       exercises
    • Different display options e.g. high contrast, large text
    • Clearly distinguished information for service users & providers
    • Clear links to relevant local & national sites
    • Wide range of info on site – full details/papers re. review of floating support
    Potential weaknesses
    • Difficult to access information on supporting people via the council website
    • Not clear how to make complaint on SP site
    Areas to explore
    • Development plans for the website
    • Access to alternative formats via website
    • Links from SP to other useful sites?
    • Provider satisfaction with the website
    • Use of feedback from service users and providers to develop the website
                                                                      Housing Inspectorate
Audit Commission

Presentation




    Access to services and information
    Better Care Higher Standards
    Potential strengths
    • Better Care Higher Standards Charter in place from June
      2003 which includes clear links to the supporting people
      programme including standards which can be expected and
      contact information. Clear and easy to understand document.
    Potential weaknesses
     No plans to review or update the Better Care Higher
      Standards document
    Areas to explore
    • Accessibility of the Better Care: Higher Standards Document
                                                 Housing Inspectorate
Audit Commission

Presentation


  Access to services and information
  Service charges & access to fairer charging
    Potential strengths
    • Reminders sent annually with inflationary increase letters
    • Able to demonstrate there are not top up charges in place. Inflationary
       increase reliant on services demonstrating actual charge to service users
    • Appeals process built into fairer charging policy
    Potential weaknesses
     Awareness raising and links to benefit take up recognised as areas for
       improvement by LCC but action to address currently put on hold due to
       capacity issues
    Areas to explore
    • Effectiveness of Fairer Charging promotion
    • Ease of access to Fairer Charging Assessment
    • Evidence of increased take up?
                                                             Housing Inspectorate
Audit Commission

Presentation




    Diversity
    Identifying diverse needs
    Potential strengths
    • Has participated in jointly commissioned work to better understand support needs
       of travellers
    • SP strategy considers needs & service take up of BME service users both
       specifically & as part of consideration of different need groups
    • Research & analysis of needs re. teenage pregnancy carried out involving service
       users – led to funding & service changes
    • Research and needs analysis of single homeless completed through Homeless
       Grant funding
    • Has guidance for use by stakeholders to help ensure need information collected in
       more consistent manner & to assist prioritisation
    Potential weaknesses
     Service users from some client groups (e.g. Refugees/asylum seekers, BME
       communities) not directly consulted re. 5 year strategy so may be gaps in needs
       assessments (is action in 2007/08 communications plan)

                                                                 Housing Inspectorate
Audit Commission

Presentation




    Diversity
    Identifying diverse needs
    Areas to explore
    • How is information on service user needs being used to inform
       commissioning and service development?
    • Progress on developing research for BME groups with supported housing
       needs e.g. learning disabilities
    • Use of client record information and outcomes
    • How are rapidly changing demographics captured & used to influence
       approach?
    • Use of multi agency working to identify diverse needs
    • Progress with/outcomes from June 2007 review of needs for BME specific
       DV & Refugee service
                                                         Housing Inspectorate
Audit Commission

Presentation

 Diversity
 Excluded Groups
  Potential strengths
  • Ongoing analysis of the needs of excluded groups completed as part of annual plan
     updates
  • Have used one-off SP grants to support information & training on LGBT issues
  • Development of multi agency Parenting Information and Pregnancy Support Scheme for
     Teenage Parents resulting from the research and needs assessment for this client
     group.
  • Action plan in place to improve access arrangements for single homeless young people
  • Multi agency approach being taken to address access to SP services for rough sleepers

  Areas to explore
  • Who are the excluded groups and what progress has been made?
  • Activity to engage with excluded groups
  • Work in progress to ensure needs information updated
  • Identification of how needs of excluded groups may be met
  • Progress in delivering Action plan for single young homeless people service
                                                                 Housing Inspectorate
Audit Commission

Presentation


  Diversity
  Cultural Sensitivity
   Potential strengths
   • Has used QAF to assess individual schemes approach to cultural sensitivity
   • Equality impact assessment carried out re. new contract management framework
   • Some initial outcomes from strategic review of floating support services which relate to cultural
      sensitivity
   Potential weaknesses
    Identified need to engage more fully with general groups with BME communities to inform
      ongoing needs analysis

   Areas to explore
   • Examples of where the voluntary sector provides culturally appropriate services
   • Examples of where equality impact assessments have been carried out for new services
   • How is added value assessed?
   • Robustness of Equality Impact Assessment process
   • Progress with diversity in procurement work
   • Assessment of ease of physical access to accommodation based services and any changes
      made / proposed
   • Use of strategic review of floating support to address cultural sensitivity of services and progress
      in delivering these                                                    Housing Inspectorate
Audit Commission

Presentation

  Outcomes for service users
  SP Service Improvements
    Potential strengths
    • Improvements in the quality of services provided – increase in number of schemes
       at level C from 67 at time of initial review to 111 at end of 2006/07 and 103 action
       plans in place to further improve services
    • Case study examples collected as part of the five year strategy development
    • Services are developed in line with 5 year strategy priorities and evidence of
       addressing, or action in place to address priority areas
    • Strategic review of floating support completed
    • Savings from service reviews used to fund one off projects
    Potential weaknesses
    • Still 13 schemes operating below level C (however action plans in place to meet
       minimum requirements of level C)
    • Delays in strategic reviews for homelessness and community alarms due to other
       strategic reviews taking longer than planned
    • Leicester has not systematically identified the high performing providers, or made
       links between providers to support service improvement

                                                                    Housing Inspectorate
Audit Commission

Presentation




    Outcomes for service users
    SP Service Improvements
    Areas to explore
    • Outcomes or improvements for service users and are these linked to the
       priorities?
    • How gaps in need are met
    • Improvements in service quality
    • Service user involvement in identifying improvements
    • Actual changes in service provision – remodelling and new services and
       how this aligns to priority areas and addressing gaps
    • Any examples of case studies since five year strategy
    • Improvements resulting from strategic review of floating support
    • Outcomes from use of one off grants
                                                          Housing Inspectorate
Audit Commission

Presentation


 Outcomes for service users
 Choice for service users
    Potential strengths
    • Number of priorities of unmet need identified in the five year strategy where action has been
       taken to address
    • Scheme now in place Homeless Families at risk of eviction due to Anti Social Behaviour (pipeline
       scheme) which has demonstrated positive outcomes to date
    • Slight increase in the level of provision from 7505 units in April 2003 to 7623 in March 2007
    • Tenure neutral floating support service in place
    • Pilot authority for individual budgets improving needs assessment and choice of service provider
    • Improved access and pathways to services for teenage parents and single homeless

    Potential weaknesses
    • Gaps in provision of floating support and offender accommodation and identified gaps in
       provision for young female offenders, mentally disordered offenders, and drug user offenders
    • Number of priorities identified in the 5 year strategy where it is unclear what action is being taken
       to address
    • Choice limited partly through difficulty in the access and referral routes. Recognised as an area
       for improvement and to be addressed through strategic reviews.

                                                                             Housing Inspectorate
Audit Commission

Presentation




    Outcomes for service users
    Choice for service users
    Areas to explore
    • Effectiveness of move on units
    • Availability of services across tenure
    • Any issues with choice, and how is this being addressed?
    • Gaps in provision and how these are being addressed
    • Understanding & work to achieve access through emerging individual
       budget arrangements
    • Provision for 16/17 year old offenders
    • Evidence of and outcomes from partnership working with commissioners,
       providers and service users to improve choice of provision

                                                         Housing Inspectorate
Audit Commission

Presentation




    Outcomes for service users
    Support Plans
    Potential strengths
    • Support plans checked as part of service validation and
      actions incorporated into action plans where needed
    • Work to improve joined up approach to support planning
      through individual budget project and the Extra Care scheme
      joint assessment and support planning
    Potential weaknesses
     Not all services have been validated to date therefore quality
      of support plans not checked in every serviceAreas to explore

                                                   Housing Inspectorate
Audit Commission

Presentation




    Outcomes for service users
    SP Service Improvements
    Areas to explore
    • Arrangements for monitoring quality of support plans in place
    • Quality of support plans in place and their use
    • Support and learning between providers on support planning
    • Impact of access to move on in support planning
    • Progress with individual budget joint support planning
      arrangements
    • Progress with joint assessments and support planning for
      Extra Care scheme
                                                   Housing Inspectorate
Audit Commission

Presentation


  Outcomes for service users
  Outcome measurement
    Potential strengths
    • Basket of regional outcome measures agreed through East Midlands RIG -
       however not in place at current time
    • Strategic objectives set are clearly outcome focused and include measures
    Potential weaknesses
    • No formal monitoring of outcomes beyond standard KPIs
    • Unclear how achievement of strategic outcomes are measured and monitored
    Areas to explore
    • Future plans for outcome measurement including adoption of CLG National
       Outcome Framework – progress to date
    • Any user satisfaction measures?
    • Evidence of improved quality of life and life chances
    • Impact on preventative health and social care targets
    • Impact on offender management targets
    • Evidence of robust adult & child protection protocols
    • Roll out of East Midlands RIG regional outcome measures
    • Use of outcome information collected as part of service reviews
                                                                   Housing Inspectorate
Audit Commission

Presentation




                     Judgement 2
               What are the prospects for
                    improvement?



                                  Housing Inspectorate
Audit Commission

Presentation




  What is the track record in delivering improvements?
    Potential strengths
    • 8 out of 12 highest priorities identified in the five year strategy have been
      addressed
    • Steady state contracts issued to all providers, and inflation awarded to all
      providers despite reduction in funding
    • £1.5m of savings realised following service reviews, with reduced costs of
      services with overall unit cost falling
    • Performance against KPI scores has improved over the last three years:
    Potential weaknesses
    • inconsistent practices in corporate procurement rules and lack of contract
      management framework in the ALA impacting on time has taken to
      develop a robust approach and procedures
    • Number of planned tasks detailed in annual plans not delivered on time or
      put on hold due to capacity issues e.g. accreditation, pushing eligibility
      criteria, strategic review of community alarms, QAF validation visits not
      completed for all providers and eligibility criteria not published
                                                              Housing Inspectorate
Audit Commission

Presentation




    What is the track record in delivering improvements?
    Areas to explore
    • Progress in delivery of five year strategy
    • Trends in key performance indicators
    • Achievement to date – what change and improvement for service users
       can be evidenced?
    • Increases in capacity and/or quality of services?
    • How gaps in services are being addressed
    • SP links to best value reviews
    • Progress of recently introduced strategies, policies, methodologies.
    • What improvements are experienced by service users?
    • Progress against delivering SP programme objectives
    • Action to improve value for money
    • Evidence of ambition to secure continuous improvement
                                                         Housing Inspectorate
Audit Commission

Presentation


 How well does the service manage performance?
    Potential strengths
    • Clear vision statement supported by values, strategic objectives and proposed strategic
       outcomes
    • Clear links between five year strategy, annual plan and other strategies and plans within the
       council, and across some partners
    • Appropriate arrangements in place for the monitoring of action plan delivery
    • Recent improvements in the use of action plans to support project delivery
    • Communication and Consultation Plan to support five year strategy and annual plan delivery
    • Use of Prince 2 project management techniques to oversee main projects
    • Number of ways providers can influence delivery of the programme
    • Evidence of learning across the department
    • Lessons learnt logs completed to ensure learning from all major projects carried out
    • Strategic reviews of sectors being used to further improve programme delivery and outcomes
    • Toolkit for strategic reviews to be developed based on lessons learnt
    • Actions from earlier pathfinder inspection integrated into relevant annual plan
    • Clear plans in place to achieve efficiency savings
    • Involved in cross authority groups to share best practice and develop consistent approaches to
       elements of the programme, including specialist sub groups
    • Equality Impact Assessment completed on the new contact management framework, with small
       number of actions to take this forward
                                                                        Housing Inspectorate
Audit Commission

Presentation




    How well does the service manage performance?
    Potential Weaknesses
    • Annual plan does not include SMART targets for all of the objectives - not
      clear how progress against them can be assessed
    • No SMART action plan to support the recently developed Communication
      and Consultation Plan
    • Limited use of performance indicators to manage and monitor delivery of
      the programme – major gap in relation to outcome measures
    • Current efficiency targets relate only to the strategic review of floating
      support services
    • Number of changes in SP team e.g. situated in 3 different departments
      since October 2005, 3 different Commissioning Body Chairs and 2
      different accountable officers

                                                            Housing Inspectorate
Audit Commission

Presentation


How well does the service manage performance?
  Areas to explore
  • Leadership of the programme and Impact of changes to the team and governance arrangements
  • Improvement and action plan monitoring arrangements
  • Effectiveness of service planning and value of joint working
  • Service planning arrangements – in line with corporate requirement
  • How future priorities are being determined
  • Progress with strategic reviews and future plans for strategic reviews
  • Performance in achieving the strategic outcome measures, or progress in ensuring these can be monitored
  • Effectiveness of performance management arrangements
  • How is poor performance being addressed? Plans to develop wider range of performance indicators?
  • How robust is financial management and how well aligned to strategies and plans
  • How the council ensures there are sufficient resources to meet priorities
  • How will continued improvements in value for money be secured?
  • Planned efficiency savings for current year and links to corporate plans
  • Individual performance appraisal – how well is it linked into overarching objectives
  • Evidence of training as a result of performance concerns to meet knowledge/skill gaps?
  • Learning from service user feedback, from benchmarking & networking – & impact on programme delivery
  • Use of learning logs – examples of outcomes
  • Progress with toolkit for strategic reviews and outcomes from using this approach
  • Outcomes from cross authority working
  • Mechanisms for promoting continuous improvement within the planning groups
                                                                           Housing Inspectorate
Audit Commission

Presentation



 Does the service have the capacity to improve?
 Potential strengths
 • Council contribute to the administration funding to deliver the programme
 • Recent merger of Adult Social Care, Community Safety and Housing into one
    directorate
 • Adults & Housing Directorate awarded Investors in People
 • Council committed to improving effectiveness of teams – demonstrated through the
    Business Improvement Programme for LCC services
 • Evidence of using IT to improve effectiveness of programme delivery
 • Some future financial planning in place focussing on 3 financial year plan
 • Examples of internal investment and jointly funded developments and projects
    including £90k for the Strategic Review of Floating Support from the East Midlands
    Centre of Procurement Excellence and £35k from CLG for a Value Improvement
    Project
 • Examples of recent tenders based on 40% cost and 60% quality
 • Review of commissioning within the newly formed Adults & Housing directorate is
    planned for September to determine the most effective way that commissioning can
    be delivered across the department

                                                                 Housing Inspectorate
Audit Commission

Presentation



  Does the service have the capacity to improve?
    Potential weaknesses
    • Historically the level of underspend is high with £1.861m in reserves at end of
       2006/07 representing 8.44% of the grant. Recognise £1m of reserves to be
       realised in 07/08 for limited and one off projects over the next 3 years.
    • Financial plans in place include potential reduction in services for traditionally
       excluded groups - unclear how these services were selected
    • Capacity issues within the team resulting from vacancies and sickness – recognise
       temporary staff have been used where relevant
    • 2007/08 annual plan identified the SP team as reliant on one off funding or bidding
       for funding for time limited projects making current team structure unsustainable.
    • 2007/08 annual plan states there is not capacity within the SP team to take forward
       key areas of the programme including local outcome measures, accreditation of
       providers and action planning to get providers to a higher level of quality against
       the QAF
    • No evidence of a procurement strategy or standard approach to procurement
       within the programme - reliance on corporate approach
                                                                   Housing Inspectorate
Audit Commission

Presentation


  Does the service have the capacity to improve?
    Areas to explore
    • Outcomes from move to adult social care department
    • Outcomes (if any) from corporate job evaluation exercise
    • Skills of the team e.g. commissioning and procurement
    • Training and appraisals
    • Arrangements for ensuring the team and those involved in governing bodies skills are kept up to
       date e.g. performance management, adult and child protection
    • Future plans for the team and sustainability of current structure
    • Work planning to address potential retention issues identified
    • Compliance with corporate HR procedures
    • Investment in IT to support delivery of the programme and future ICT plans
    • How does the LAA contribute to the capacity of the programme?
    • Impact of partnership working to drive improvements
    • Financial management arrangements and links to corporate structures
    • Plans for spending the £1m of released reserves
    • Medium term financial plans and links to corporate systems
    • Outcomes from external funding attracted, and action to secure resources for projects to continue
       where appropriate
    • Outcomes from merger of Adult Social Care and Housing in relation to capacity to deliver the
       programme
    • Learning from VIW work on joint commissioning for future commissioning and service delivery
    • Strategic approach to procurement, and consistency of application       Housing Inspectorate
    • Basis of procurement decisions
Audit Commission

Presentation




        Questions, comments, discussion




                               Housing Inspectorate

				
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