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050208_dc_oip.xls - Royal Borough of Windsor and Maidenhead

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050208_dc_oip.xls - Royal Borough of Windsor and Maidenhead Powered By Docstoc
					                                                     BEST VALUE OUTCOME IMPROVEMENT PLAN 11 DECEMBER 2004

     A. FOCUSING ON WHAT MATTERS TO LOCAL PEOPLE
     ¨    Reshaping development plan to address evolving community strategy;
     ¨    Moving beyond consultation to a responsive dialogue with those affected by planning decisions; and
     ¨    Securing planning obligations that fit community needs, rather than ad hoc infrastructure improvements

Ensure that DC Priorities and future direction are shaped by a clear vision based on the Council's corporate agenda and established in consultation
with all stakeholders. (Recommendation 1)
         OUTCOME                    ACTION REQUIRED               BY WHEN        RESPONSIBILITY                 RESOURCE          OUTCOME TARGET                 RISK      PROGRESS TO DATE
                                                                                  ASSIGNED TO:                 IMPLICATIONS                                   ASSESSMENT



That the performance           1.1 Ensure that the Service     Annual Review   Sheila Holden (Director Nil                     User satisfaction with the                  Not achieved.
improvement experienced        remains customer focused,                       of Planning and                                 service improves from                       Customer satisfaction
by service users is            efficient, high performing and                  Environment) and David                          current level of 72% by at                  has fallen.
significantly and noticeably   closely geared to the Council's                 Trigwell (Head of                               least 10% year on year to
improved year on year to       Community Strategy                              Planning)                                       exceed the 82% currently
meet the standards of the                                                                                                      achieved by the best
top 25 percentile performing                                                                                                   performing authorities
authorities


Further the Development      1.2 Review the vision for the     Jun-02          DC Group                  Nil                   Community Strategy                          Achieved on target.
Control Service impacts in a service in consultation with                      Managers+D18                                    implications identified in
positive way upon the        stakeholders                                                                                      all reports and monitored
Council's Corporate agenda                                                                                                     through an electronic
                                                                                                                               database


The Borough's overall          1.3 Cascade vision and          Sep-02          DC Group Managers                               100% staff demonstrate a                    Achieved on target
performance is enhanced        objectives down into staff                                                                      full understanding of job in
and as a result customers      group job descriptions                                                                          hand. Measured
benefit from improvements                                                                                                      performance management
in this service                                                                                                                customer feedback and
                                                                                                                               annual appraisals, team
                                                                                                                               meetings and 1-2-1's




Overall performance            8.1 A monthly bulletin is        June 2002      David Trigwell (Head of   Minimal postage and   Monthly publication by                      Achieved on target.
improves. Individual           published to inform              then every     Planning) and DC          printing              due dates                                   Planning Matters
performance is consistent      Councillors, staff, stakeholders month          Group Managers                                                                              published monthly
across the service             of performance
                                 8.1 A monthly bulletin is        June 2002    David Trigwell (Head of   Minimal postage and
                                 published to inform              then every   Planning) and DC          printing
                                 Councillors, staff, stakeholders month        Group Managers
                                 of performance

Community Strategy taken                                                                                                       Content meets                 Achieved on target
into consideration in the                                                                                                      requirements of users
determination of planning                                                                                                      identified through ongoing
applications                                                                                                                   dialogue via user groups
                                                                                                                               and correspondence

Stakeholders are better                                                                                                        Review content at user        Achieved on target.
informed about DC                                                                                                              group and meetings with                  Last user
performance                                                                                                                    Parish Councils               group 23 Sept 2003.
                                                                                                                                                             Next user group 13 Jan
                                                                                                                                                             2004
Stakeholders have an input 8.2 Establish and maintain a                        David Trigwell (Head of   Nil                   Pattern of regular            Achieved on target.
into the shape and nature of service user forum and         June 2003          Planning) and DC                                meetings established and                        Last
the Development Control      quarterly stakeholders meeting                    Group Managers                                  meetings on a quarterly       user group 23 Sept
Service.                                                                                                                       basis                         2003. Next user group
                                                                                                                                                             13 Jan 2004
Stakeholders are able to                                                                                                       100% of participants          Achieved on target
report greater satisfaction in                                                                                                 report that they are
the service received due to                                                                                                    satisfied with the level of
a positive response to their                                                                                                   participation and the
input. Users experience a                                                                                                      process of dialogue
more businesslike approach
to their requirements


The DC Service makes a                                                                                                         Existing customer             Not achieved.
positive contribution to the                                                                                                   feedback is expanded to        Resources
Borough's customer focus                                                                                                       include those commenting      concentrated on other
initiatives                                                                                                                    on planning applications      priority areas of
                                                                                                                                                             improvement


Reduction in the number of                                                                                                     Service improves in           Zero applications -
cases and development                                                                                                          response to forum             Achieved - allocated to
enquiries managed by                                                                                                           discussion to meet the top    HOP.
senior management                                                                                                              25 percent of councils for
                                                                                                                               customer satisfaction




                                 8.3 Establish and maintain a   1-Oct-02       David Trigwell (Head of   Nil                   Pattern of regular            Achieved on target.
                                 regular process to engage                     Planning), DC Group                             meetings established and      Parishes visited Oct -
                                 parish councils in the service                Managers                                        agreed by the majority of     March 2003
                                 and address issues of concern                                                                 parish/ town councils.
                                 to them
8.3 Establish and maintain a   1-Oct-02            David Trigwell (Head of   Nil
regular process to engage                          Planning), DC Group
parish councils in the service                     Managers
and address issues of concern
to them

                                                                                   100% of parish/town           Achieved on target.
                                                                                   councils visited by DC        Parishes visited Oct -
                                                                                   Officers by January 2003      March 2003



                                                                                   Participants shape the        Achieved on target
                                                                                   agenda and process

                                                                                   Less applications are         Ongoing
                                                                                   objected to on non-
                                                                                   planning grounds.
                                                                                   System of Monitoring of
                                                                                   reasons for objections set
                                                                                   up by January 2003

                                                                                   Parish/town councils have     Achieved on target
                                                                                   a better awareness of the
                                                                                   planning process.
                                                                                   Applicants consider that
                                                                                   the parish/town councils
                                                                                   have a better awareness
                                                                                   of the planning process



8.4 Establish and maintain a                       DC Group Managers         Nil   Pattern of regular            Achieved on target.
regular staff forum to engage                                                      meetings established on a
staff in service quality and                                                       quarterly basis
improvement
                                                                                   Participants shape the        Achieved on target and
                                                                                   agenda and process.           ongoing.
                                                                                   Outcomes of the meetings
                                                                                   lead to improvements to
                                                                                   customer service


                                                                                   Participant approval of the   Ongoing
                                                                                   process
8.5 Establish a strategy, which   Strategy         David Trigwell (Head of   Nil   Methodology established       In progress.
identifies and leads to the       established by   Planning) and DC                for the engagement of         Customer Care and
engagement of hard to reach       December         Group Managers                  groups and individuals        Communications Group
groups in the community           2002. In                                         who are affected by           project
                                  operation by                                     Development Control but
                                  March 2003                                       are not currently engaged
                                                                                   within it
8.5 Establish a strategy, which   Strategy         David Trigwell (Head of   Nil
identifies and leads to the       established by   Planning) and DC
engagement of hard to reach       December         Group Managers
groups in the community           2002. In
                                  operation by
                                  March 2003



                                                                                   Agreed procedure in place    In progress
                                                                                   to ensure that 100% of
                                                                                   identified hard to reach
                                                                                   groups are proactively
                                                                                   being engaged in the DC
                                                                                   process


                                                                                   Feedback confirms that       Ongoing
                                                                                   procedure is effective and
                                                                                   steps are taken to adjust
                                                                                   for any weaknesses


                                                                                   Number of suggested          Ongoing
                                                                                   improvements
                                                                                   implemented
8.6 Build on improved          Ongoing             DC Group Managers         Nil   Regular meetings with        Achieved and on going.
consultation with stakeholders                                                     stakeholders groups and
to assist mutual understanding                                                     parish councils
and develop fresh approaches
to service delivery




8.7 Ensure Service aims           Ongoing          DC Group Managers         Nil   Pattern of regular           Achieved and on going.
support the Community                                                              meetings established and
Strategy in meeting needs of                                                       meetings on a quarterly
local people                                                                       basis
B. ASSURING THE QUALITY OF DEVELOPMENT
¨   Appraising the value that DC adds to the built environment;
¨   Improving the quality of development thru effective enforcement; and
¨   Providing a clear appraisal of the results delivered by the development plan.

Improve Enforcement to add greater value to the community and take steps to conclude legal proceedings with greater speed (Recommendation11)

        OUTCOME                   ACTION REQUIRED               BY WHEN        RESPONSIBILITY                 RESOURCE         OUTCOME TARGET                RISK      PROGRESS TO DATE
                                                                                ASSIGNED TO:                 IMPLICATIONS                                 ASSESSMENT
Customer receives an         11.1Extend the range of DC        1 July 2005   David Trigwell (Head of   Nil                  Performance                                Achieved. BC staff
enhanced service following   monitoring and inspection                       Planning), Richard                             Management reports                         routinely report when
the move towards a           tasks carried out by staff in                   Melvin (Principal                              show an improved                           site contraventions
proactive, risk based        other services as part of their                 Enforcment Officer)                            customer satisfaction level                .A207
enforcement regiment         routine duties (ie Use of                       and Roger Paine                                with the councils
                             Building Control Staff)                         (Building Control                              Enforcement activities and
                                                                             Consultancy Manager                            more infringement
                                                                                                                            detected

                                                                                                                            Enforcement staff spend
                                                                                                                            greater proportion of time
                                                                                                                            resolving cases and less
                                                                                                                            on routine monitoring




Staff spend less time        11.2 Identify and concentrate    1-Jul-05       David Trigwell (Head of   Nil                  Customer satisfaction with                 Partly achieved.
dealing with non planning    on aspects of development                       Planning), Richard                             completed developments                                Enforcement
enforcement related issues   where Enforcement will                          Melvin (Principal                                                                         process being
                             contribute greatest value to the                Enforcement Officer)                                                                      examined to identify
                             community                                                                                                                                 areas for improvement
DC Service becomes highly     11.3 Improve the progress         1-Jul-05    David Trigwell (Head of   Nil   Faster resolution of legal    Monitoring. Achieved.
regarded as being proactive   monitoring and speed of                       Planning), Diana Hills          action. Customer              Working with lawyers to
in Planning Enforcement       completion of legal                           (Borough Secretary)             satisfaction with             improve performance.
matters                       Enforcement action                            and Richard Melvin              completed outcome
                                                                            (Principal Enforcment
                                                                            Officer)



                              11.4 Improved information to      Rolling     David Trigwell (Head of   Nil   Stakeholders report           Achieved on target.
                              service stakeholders in           programme   Planning), Richard              through customer              Presentation to
                              relation to the policy practice   commenced   Melvin (Principal               feedback that they have a     Stakeholders Meeting
                              and procedures involved with      September   Enforcement Officer)            greater understanding and     10 Dec 2003
                              Enforcement action                2002                                        awareness of
                                                                                                            Enforcement policy
                                                                                                            practice and procedures


                              11.5 Develop protocol for      1-Dec-02       David Trigwell (Head of   Nil   Agreement with                Achieved on target.
                              handling Enforcement                          Planning), Richard              stakeholders regarding        Customer guide
                              complaints which make priority                Melvin (Principal               priorities                    published June 2002.
                              clear                                         Enforcement Officer)                                          Service Plan Standards
                                                                                                                                          published June 2002


                              11.6 Developed draft              1-Jul-05    David Trigwell (HOP)            Ditto                         Analysis of other
                              Enforcement Policy                                                                                          authorities. Policy and
                                                                                                                                          Enforcement currently
                                                                                                                                          underway.



                              11.7 Agree                    1-Sep-05        Ditto                           Enforcemet - Staff able to
                              Enforcement Policy at Cabinet                                                 focus on agreed priorities.
C. ENHANCING CUSTOMER CARE
¨    Applying the requirements for improved customer care in DC, as defined in "Building in Control" and elsewhere;
¨    Moving forward on the electronic delivery of planning services

Develop further published information to enable service users to fully understand the DC process and what will happen to their application.
(Recommendation 4)
         OUTCOME                      ACTION REQUIRED               BY WHEN     RESPONSIBILITY        RESOURCE              OUTCOME TARGET                RISK      PROGRESS TO DATE
                                                                                 ASSIGNED TO:        IMPLICATIONS                                      ASSESSMENT

Service users will have a        4.1 Develop and publish a        1-Oct-02    DC Group Managers   Minimal printing costs Complete range of                          Achieved on target.
better knowledge of the          comprehensive range of                                                                  customer information                       18 Customer Guides
planning process and             information leaflets and                                                                leaflets is available in                   now available
policies and will readily take   guidance service standards,                                                             reception areas. All stake-
advantage of the pre-            good practice, planning policy                                                          holders have a complete
application advice service.      etc.                                                                                    set of the information and
Application submission and                                                                                               are routinely updated
development quality will                                                                                                 when new information is
improve                                                                                                                  produced


                                                                                                                         All advice to be subject to                Achieved on target.
                                                                                                                         Crystal Mark assessment
                                                                                                                                                                    Customer Guides are
                                                                                                                                                                    subject to Crystal Mark
                                                                                                                                                                    assessment.
The quality of development                                                                          User satisfaction with the   Not achieved - The
will have a significant                                                                             service improves 10%         negative impact of staff
benefit on the Borough as a                                                                         year on year to match best   vacancies and the need
place to live and work                                                                              performing authorities       to devote resources to
                                                                                                                                 statutory work have
                                                                                                                                 prevented process on
                                                                                                                                 this action.




                                                                                                    Reduced staff time spent     Corporate time
                                                                                                    on giving information and    recording system in
                                                                                                    resolving uncertainties      place 1/04/03. Time
                                                                                                    monitored via enhanced       information being
                                                                                                    time recording system        populated onto system
                                                                                                    showing reduction in time    for analysis
                                                                                                    spent on post application
                                                                                                    negotiation. Also via
                                                                                                    sample survey of users
                                                                                                    knowledge and
                                                                                                    experience of the pre
                                                                                                    application advice service
                                                                                                    June 2003



                                                                                                    Monitored through            See above
                                                                                                    monthly meetings of the
                                                                                                    Customer Care and
                                                                                                    Communications Group
                                                                                                    Improvement measures
                                                                                                    will be reported on a
                                                                                                    monthly basis

                              4.2 Improve reception area to   1-Sep-02   Duncan Grainge      £800   Where possible reception     Achieved on target.
                              meet good practice standards               (Customer Service          areas meet requirements      Further reception
                                                                         Manager)                   of users                     improvements have
                                                                                                                                 been brought forward
                                                                                                                                 as part of the DC
                                                                                                                                 Improvement Project.
4.2 Improve reception area to   1-Sep-02   Duncan Grainge            £800
meet good practice standards               (Customer Service
                                           Manager)




                                                                            Stakeholders                  Achieved and on going.
                                                                            acknowledge beneficial
                                                                            changes in quarterly
                                                                            meeting



                                                                            Continuous improvement        Achieved on target.
                                                                            in response to structured     Customer Care Group
                                                                            and ad-hoc user               meets monthly
                                                                            feedback. Monitored
                                                                            through monthly meetings
                                                                            of the Customer Care and
                                                                            Communications Group.
                                                                            Improvement measures
                                                                            will be reported on a
                                                                            monthly basis



4.3 Provide appropriate         1-Sep-02   Duncan Grainge            Nil    Facilities available and      Achieved on target.
accommodation for                          (Customer Service                meet agreed criteria
confidential meetings.                     Manager)
                                                                            Users approve of facilities   Achieved
                                                                            areas via feedback to
                                                                            quarterly stakeholders
                                                                            meetings



4.4 Clarify and publish policy 1-Jun-02    David Trigwell (Head of   Nil    Policy published              Achieved on target.
on pre-application discussions.            Planning) and DC                                               Customer Guide June
                                           Group Managers                                                 2002.
                                                                                                          Changes to the Policy
                                                                                                          to be reported to
                                                                                                          January '05 Cabinet for
                                                                                                          approval.
                                                                            Reduced staff time spent      On going
                                                                            resolving uncertainty
                               4.5 Clarify and publish policy 31 Aug 2003   David Trigwell (Head of   Nil   Policy published             Not achieved.
                               on negotiation and amendment                 Planning) and DC                                             Changes to the Policy
                                                                            Group Managers                                               to be reported to
                                                                                                                                         January '05 Cabinet for
                                                                                                                                         approval.




                                                                                                            Reduced staff time spent     See above
                                                                                                            resolving uncertainty

                               4.6 Review and publish the    1-Sep-05       David Trigwell (Head of   Nil   User satisfaction with the
                               customer charter of service                  Planning) and DC                service improves 10%
                               standards                                    Group Managers                  year on year to match best
                                                                                                            performing authorities

Users experience consistent 4.7 Develop supplementary     1-Oct-02          DC Group Managers         Nil   Guidance is approved,        Achieved on target.
of procedures, service      planning guidance on the most                                                   published and accessible
levels and outputs          frequently raised questions                                                     to all                       Frequently Asked
                                                                                                                                         Questions area
                                                                                                                                         currently under
                                                                                                                                         development for the
                                                                                                                                         website.




                                                                                                            Decisions are arrived at     Ongoing
                                                                                                            more quickly

                                                                                                            Fewer planning decisions     Ongoing
                                                                                                            appeals
Borough integrity as a Local                                                                                No complaints received       Ongoing
Planning Authority is                                                                                       due to alleged
maintained and enhanced                                                                                     inconsistencies
4.8 Develop protocol for        31 Aug 2003   David Trigwell (Head of   Nil   Agreement with               Not achieved.
negotiating on applications                   Planning) and DC                stakeholders on priorities   Negotiation and pre-
which make clear to users how                 Group Managers                                               application advice
the council is going to deal                                                                               protocol to be reported
with issues                                                                                                to January '05 Cabinet
                                                                                                           for approval.
Develop the electronic processes to ensure that all relevant information and transactions are available to service users on line by 2005.
(Recommendation 6)
OUTCOME                       ACTION REQUIRED                  BY WHEN       RESPONSIBILITY      RESOURCE       OUTCOME TARGET              RISK         PROGRESS TO DATE
                                                                             ASSIGNED TO:        IMPLICATIONS                               ASSESSMENT

Enhanced speed and equity 6.1 Publish all available       1-Jul-02           DC Group Managers   Nil            All documents in                         Achieved on target.
of access to the service  information guidance leaflets                                                         circulation are available                Forms and Customer
                          and printable application forms                                                       on the web site                          Guides on website Feb
                          on the corporate web site                                                                                                      2003. Other Customer
                                                                                                                                                         Guides to follow


                                                                                                                Range and content of                     Achieved and on going.
                                                                                                                documents develop
                                                                                                                continuously in response
                                                                                                                to structured and ad-hoc
                                                                                                                user feedback


Remote access to              6.2 Provide access to            1-Sep-02      DC Group Managers                  All applications are                     Achieved on target.
application progress allows   information on the status of                                                      available on the system                         See website
reduced calls on staff time   planning applications through
for simple queries            the corporate web site.                                                           Reduced calls and visits                 Ongoing
                                                                                                                by users to check on
                                                                                                                progress

Enhanced speed of             6.3 Scan all planning             01/07/2004   DC IS Group         £12,000        All planning applications                Part achieved. All
application processing and    applications upon receipt to                                                      are available on line                    applications are
decision-making               enable display of plans on the                                                                                             scanned upon reciept.
                              Borough web site and enable                                                       Efficiency gains are                     All applications are to
                              electronic consultation with                                                      achieved by the faster                   be displayed on web
                              internal and external                                                             transmission of                          site following the further
                              consultees                                                                        information to and from                  upgrade of the Uniform
                                                                                                                consultees                               system.
Contribution to RBWM    6.4 Enable electronic             1-Jul-04   DC IS Group   Cost to be               Reduction in the amount    Not achieved.
 e-Government targets   submission of planning                                     established as part of   of time spent in the                  Part of
                        applications, including plans,                             the overall project      administration of          broader electronic
                        and full electronic interaction                                                     application functions      delivery strategy. To
                        during the process through to                                                                                  be delivered following
                        notifying the decision                                                                                         the futher upgrade of
                                                                                                                                       the Uniform system.
                                                                                                                                       2005 PDG to fund.

                                                                                                                             Greater
Ensure that all stakeholders receive information about the progress and conclusion of any application on which they have expressed an interest.
(Recommendation 9)
OUTCOME                      ACTION REQUIRED               BY WHEN    RESPONSIBILITY      RESOURCE       OUTCOME TARGET                RISK         PROGRESS TO DATE
                                                                      ASSIGNED TO:        IMPLICATIONS                                 ASSESSMENT

Customer receives an         9.1 Improved communication    1-Sep-02   DC Group Managers   Nil            Stakeholders report                        Achieved and on going.
enhanced service following   to service users to provide                                                 through customer                           Last user group 23
the move towards a           proactive progress calls,                                                   feedback that improved                     Sept 2003. Next user
proactive, risk based        letters or emails to inform                                                 communication to users                     group 13 Jan 2004.
enforcement regime           current status at various                                                   has been achieved                          Parishes visited Oct -
                             stages in the process                                                                                                  March 2003

                                                                                                         Monitor procedure to                       Achieved and Ongoing
                                                                                                         ensure 100% of
                                                                                                         stakeholders are kept
                                                                                                         informed
                                                                                                         Procedure reviewed and                     Achieved and Ongoing
                                                                                                         corrective action taken as
                                                                                                         appropriate


Staff spend less time                                                                                    Monitor customer                           Achieved and Ongoing
dealing with non planning                                                                                feedback to ensure that
enforcement related issues                                                                               the above standard is
                                                                                                         being adhered to


                                                                                                         Customers report that                      Not Achieved. Survey
                                                                                                         they are satisfied with the                of users to be carried
                                                                                                         level of information                       out




                                                                                                         Reduced staff time spent                   Not achieved. More
                                                                                                         responding to progress                     refined use of
                                                                                                         enquiries monitored via an                 Corporate time
                                                                                                         enhanced time recording                    recording system to be
                                                                                                         system                                     investigated.
All users of the DC service   9.2 Refine the automatic           1-Sep-02   DC Group Managers   Nil           100% of decisions notified   Achieved on target
are better informed about     notification of decisions to all                                                within 3 days of being
the process and the           who have expressed an                                                           made
councils decisions            interest in an application




All user of the DC service                                       Oct. 05    DCIS Group          PDG Funding   All applications             Progress being made
are able to access planning                                                                                   information available on     via DC Improvement
applications via the Web.                                                                                     the Council's website.       Project. Expected to
                                                                                                                                           be achieved on target.
D. REDUCING DELAY IN DEVELOPMENT CONTROL
¨    Managing the DC service carefully to remove any weakness in business processes: and
¨    Making the best possible use of delegated powers

Ensure that service speed meets or exceeds local and national targets for determining planning applications. (Recommendation 7)
OUTCOME                      ACTION REQUIRED                   BY WHEN          RESPONSIBILITY            RESOURCE       OUTCOME TARGET              RISK         PROGRESS TO DATE
                                                                                ASSIGNED TO:              IMPLICATIONS                               ASSESSMENT
Service users experience     7.1 Set and publish targets for   1st. July 2002   David Trigwell (Head of   Nil            Targets agreed in                        Achieved on target.
the speedier delivery of     service speed that meet                            Planning) and DC                         consultation with
planning decisions without   national and local targets and                     Group Managers                           stakeholders and
loss of quality              challenge the highest                                                                       published in accessible
                             performing authorities                                                                      ways


                                                                                                                         Applications are                         Achieved. Speed of
                                                                                                                         determined faster to meet                determination has in-
                                                                                                                         the following targets                    creased for the majority
                                                                                                                                                                  of applications.


                                                               2006/07          Major Applications                       Major applications,60%                   Not achieved for Majors
                                                                                                                         within 13 weeks                                       Not
                                                                                Group Manager
                                                                                                                                                                  achieved for Minors.
                                                                                                                                                                          Achieved for
                                                               2006/07          Minor Applications                       Minor applications, 65%                  Others. Clearance of
                                                                                                                         within 8 weeks
                                                                                Group Manager                                                                     backlog is skewing
                                                                                                                                                                  performance figures.
                                                               2006/07          Fast track                               Other applications, 80%
                                                                                                                         within 8 weeks
                                                                                Applications Group
                                                                                Manager
Negotiation efforts are      7.2 Meet local targets for        1-Aug-02         DC Group Managers                        Stakeholders and                         Not achieved for Majors
concentrated on more major acceptable service speed                                                                      Members agree the local                               Not
developments, which have                                                                                                 targets for service speed                achieved for Minors.
a significant benefit to the                                                                                                                                              Achieved for
local community and                                                                                                                                               Others. Clearance of
economy                                                                                                                                                           backlog is skewing
                                                                                                                                                                  performance figures.
                       7.3 Meet national targets for     1-Dec-02    DC Group Managers                     Applications are               Not achieved for Majors
                       service speed                                                                       determined faster to meet                   Not
                                                                                                           national targets               achieved for Minors.
                                                                                                                                                  Achieved for
                                                                                                                                          Others. Clearance of
                                                                                                                                          backlog is skewing
                                                                                                                                          performance figures.




                       7.4 Meet targets that match                   DC Group Managers      Nil            Applications are               Not achieved for Majors
                       the highest performing                                                              determined to match the                     Not
                       authorities                                                                         top 25 per cent of councils    achieved for Minors
                                                                                                           for the indicator                    Achieved for
                                                                                                                                          Others. Clearance of
                                                                                                                                          backlog is skewing
All processes are      7.5 Review Process for each       1-Aug-04    DC Improvement         Officer time   All processes mapped           Achieved on target.
                       type of application.                          Project Group                         and all staff understand
clear and errors are
                                                                                                           the process.
minimised

                       7.6 Establish trejectories to     Nov. 2004   David Trigwell (HOP)   Nil            All trejectories established   Achieved and on going.
                       achieve targets for application                                                     and performance remains
                       determination.                                                                      above.



                       7.7 Maintain reasonable           1-Jun-05    Group Manager          Nil            Minimal number of              Backlog of applications
                       caseloads and ensure no                                                             applications outstanding.      reduced.
                       backlog of applications.
Reduce exposure to staff recruitment and retention problems. (Recommendation 12)

OUTCOME                      ACTION REQUIRED                  BY WHEN    RESPONSIBILITY      RESOURCE       OUTCOME TARGET                RISK         PROGRESS TO DATE
                                                                         ASSIGNED TO:        IMPLICATIONS                                 ASSESSMENT


Overall performance          12.1 Develop individual and      1-Oct-02   DC Group Managers   Nil            Performance of all                         Achieved. Team and
improves. Individual         team targets for contributions                                                 individuals and teams is                   individual targets have
performance is consistent    to the achievement of                                                          monitored for activities                   been set. These are
across the service           performance standards                                                          that affect service                        routinely monitored.
                                                                                                            performance. All
                                                                                                            individuals contribution to
                                                                                                            performance enables
                                                                                                            Boroughs targets to be met




Community Strategy taken                                                                                    As set out in para. 7.7 of                 Achieved on target
into consideration in the                                                                                   the report corrective
determination of planning                                                                                   action is taken in
applications                                                                                                response to under
                                                                                                            performance


Stakeholders are better                                                                                     Performance                                Achieved on target.
informed about DC                                                                                           management to identify                     Appraisals, team
performance                                                                                                 development needs for                      meetings, I-2-1's
                                                                                                            individuals and teams via
                                                                                                            1-2-1s team meetings and
                                                                                                            appraisals

Reduction in the number of                                                                                  Training Programme                         Achieved. i2K training
cases and development                                                                                       established. Individual,                   plan for all DC Staff
enquiries managed by                                                                                        team and service                           rolled out.
senior management                                                                                           performance improves
Staff levels are stabilised for 12.2 Balance team workloads   1-Sep-02   DC Group Managers         Nil   High degrees of job          Achieved. New team
substantial periods             more evenly                                                              satisfaction reported by     structure delivered
                                                                                                         staff in appraisals 1-2-1s
                                                                                                         and team meetings.
                                                                                                         Dashboard developed to
                                                                                                         ensure balanced
                                                                                                         distribution of work load.


Staff developed to full       12.3 Introduce more job        1-Dec-02    DC Group Managers         Nil   Staff development            Achieved and on going
potential to enable a greater rotation into work assignments
                                                                                                         group established to
range of DC functions to be
carried out by all DC staff                                                                              ensure good job
                                                                                                         rotation and
                                                                                                         allocation of specific
                                                                                                         job assignments.


RBWM has high reputation     12.4 Maximise the attraction of 1-Mar-04    David Trigwell (Head of   Nil   Successful Charter Mark      Partly achieved -
for excellence in            Windsor and Maidenhead as a                 Planning), DC Group             Application ISO9001:2000     Enhanced package -
Development Control          place to work through                       Managers Carol                  Accreditation Easier         Agreed Menu of Staff
                             practices such as home                      Naismith ( Head of HR)          recruitment of key staff     Benefits agreed.
                             working, part time working,                                                 Reduced staff turnover
                             child care etc                                                              Fewer vacancies




                             12.5 All DC staff have a         Nov. 04    David Trigwell (HOP)            Staff have an up to date     Achieved - on target.
                             personal development and                                                    personal training plan.
                             training plan.
                              12.6 All DC staff have a       Nov. 04    David Trigwell (HOP)                     Staff have an up to date   Achieved on target.
                              personal development plan.                                                         personal training plan.




RBWM is able to 'grow its     12.7 Criteria of new Trainee   1-Aug-04   David Trigwell (HOP)   Salary costs.     Two new trainee planners   Achieved on target.
own' expertize in planning.   Planner posts.                                                   Training costs.   in post.
E. REINFORCING MANAGEMENT SYSTEMS TO ASSURE QUALITY
¨   Using support staff and improved ICT to enhance customer care;
¨   Increasing partnership working to develop common solutions to shared problems;
¨   Using external resources appropriately, particularly to deal with workload peaks and specialist tasks; and
¨   Improving guidance for members, on both formal and informal levels.

Develop an effective performance management framework to ensure that all DC activity is monitored for its contribution to key community outcomes.
(Recommendation 2)
OUTCOME                       ACTION REQUIRED                      BY WHEN    RESPONSIBILITY            RESOURCE       OUTCOME TARGET                RISK         PROGRESS TO DATE
                                                                              ASSIGNED TO:              IMPLICATIONS                                 ASSESSMENT

To ensure sustained and       2.1 A structural performance         1-Sep-02   David Trigwell (Head of   Nil            Framework approved by                      Achieved.
significant improvement in    management framework is                         Planning) and DC                         lead members for
performance and provide       developed and implemented                       Group Managers                           planning and regularly
performance information to                                                                                             reported to cabinet
service users to cover key    Make DC management                                                                       members, Development
service activities            accountable for statutory PI’s –                                                         Control panels, directors
                              written into PDP’s                                                                       group, stakeholders and
                                                                                                                       staff. Staff set individual
                              Implement an agreed set of                                                               targets to contribute to
                              local PI’s for all teams and staff                                                       enhanced performance.
                                                                                                                       Performance reviewed at
                                                                                                                       6/12 month appraisals.
                                                                                                                       Team meetings, and 1-2-
                                                                                                                       1s



Continuously seek to          Develop a range of               1-Jul-03       DC Group Managers         £2,000         The number of new                          Achieved.
challenge and re-design the   Performance Indicators and                                                               indicators created
service to reflect the        management information
changing needs of             about all aspects of the service
customers
A service which is customer Provide clear and                1-Dec-03      DC Group Managers         £2,000   Additional information on   Achieved ahead of
focussed and customer       comprehensive performance                                                         notice boards and website   schedule and agreeing
friendly                    information to users about all                                                    and in Planning Matters
                            aspects of service                                                                                                 Website updated
                                                                                                                                          with customer leaflets.
                                                                                                                                          Notice boards in
                                                                                                                                          reception updated
                                                                                                                                          regularly. Planning
                                                                                                                                          Matters published
                                                                                                                                          monthly
                             2.2 · Implement a robust       1-Dec-02       David Trigwell (Head of   Nil      100% of staff trained in    Achieved.
                             procedure for analysing trends                Planning), DC Group                use of procedure.
                             reflected by complaints system                Managers                           Corrective action where
                                                                                                              appropriate is taken in
                                                                                                              response to analysis of
                                                                                                              complaints received




                             2.3 · Implement a Customer      1-Jun-02      DC Group Managers         Nil                                  Achieved on target.
                             Care and Communication                                                                                       Group meets regularly
                             Group




                             2.4 · Member attendance (as     1 June 2003   Members                   Nil                                  Achieved.
                             observer) at Service user                                                                                     Lead Member and
                             Group                                                                                                        other Members
                                                                                                                                          regularly attend.
2.5 · Reality check with other   1-May-03   All members of staff   Nil   Formal and informal visits   Achieved and ongoing
Local Planning Authorities to                                            to other LPA’s, websites
establish best practice with
regard to Performance
Management and procedures
Ensure that the highest quality of service is achieved and obtained by all users by continuing staff and elected members training to deliver the
required quality of service, meeting user expectations and fulfilling statutory requirements. (Recommendation 3)
OUTCOME                         ACTION REQUIRED                 BY WHEN          RESPONSIBILITY            RESOURCE          OUTCOME TARGET             RISK         PROGRESS TO DATE
                                                                                 ASSIGNED TO:              IMPLICATIONS                                 ASSESSMENT

Staff levels are stabilised for 3.1 Increase automation of      1-Mar-03         DC Group Managers         Training budget   Less staff time spent on                Achieved and ongoing.
substantial periods             processes using ICT                                                                          tasks that don’t require                Uniform system
                                                                                                                             human judgement or                      upgraded March 2003.
                                                                                                                             where judgement can be
                                                                                                                             programmed into a system
Staff developed to full                                                                                                                                              Achieved and on going.
potential to enable a greater                                                                                                                                        Staff trained for new
range of DC functions to be                                                                                                                                          Uniform system
carried out by all DC staff

RBWM has high reputation
for excellence in
Development Control

To make quality and timely 3.2 Provide training for all         Commenced        David Trigwell (Head of   Nil               100% Members involved                   Commenced on target
decisions which minimise   councillors involved in the          Oct 2002. Full   Planning), Diana Hills                      in planning process                     and on going. New
the risk of challenge by   planning process                     curriculum       (Borough Secretary)                         completed training                      Training programmes
ensuring staff and Members                                      launched for     and DC Group                                programme                               put together in
are appropriately equipped                                      new council in   Managers                                                                            association with legal.
and trained                                                     May 2003.                                                                                            Training programme for
                                                                Continuous                                                                                           new Members
                                                                updating in                                                                                          commenced May 2003
                                                                basic training
                                                                completed


                                3.3 Provide staff training to   1-Dec-03         David Trigwell (Head of   Nil               100% staff training in                  Achieved on target.
                                enable them to deal with                         Planning) and DC                            accordance with annual
                                service users in a non-                          Group Managers                              training plan
                                confrontational way
3.3 Provide staff training to     1-Dec-03       David Trigwell (Head of   Nil
enable them to deal with                         Planning) and DC
service users in a non-                          Group Managers
confrontational way
                                                                                                 Customer feedback shows
                                                                                                 improved perception and
                                                                                                 satisfaction levels achieve
                                                                                                 top quartile levels




3.4 Provide staff with training    31 Oct 2003   DC Group Managers         Within training budget 100% staff training in       Achieved. and ongoing
to enable them to recognise                                                                       accordance with annual
and, where appropriate, have                                                                      training plan
a better awareness of the
development process as a
whole
3.4 Provide staff with training   31 Oct 2003   DC Group Managers   Within training budget
to enable them to recognise
and, where appropriate, have
a better awareness of the
development process as a
whole




                                                                                             Customer feedback shows       Not achieved
                                                                                             improved perception and       Customer feedback has
                                                                                             satisfaction levels achieve   improved but is not yet
                                                                                             top quartile levels           in top 25%




3.5 Implement a Customer    Ongoing from                                                     Complaints monitored to       Achieved.
Care and Communication      August 2002                                                      set targets by December                (CCC Group
Group Member attendance (as                                                                  2002                          set up).
observer) at Service User                                                                                                           Complaints
Group                                                                                                                      have reduced
                                                                                             Number of complaints
                                                                                             reduced

                                                                                             Structured and ad-hoc         Achieved.
                                                                                             feedback from users on
                                                                                             effectiveness of the
                                                                                             complaints procedure
Implement processes to ensure consistency of decisions on similar cases over time and between areas. (Recommendation 5)
OUTCOME                        ACTION REQUIRED                 BY WHEN    RESPONSIBILITY      RESOURCE       OUTCOME TARGET                  RISK         PROGRESS TO DATE
                                                                          ASSIGNED TO:        IMPLICATIONS                                   ASSESSMENT

Users will experience no       5.1 Monitor the practices and   1-Sep-02   DC Group Managers   Nil            Set up process to monitor                    Achieved on target and
difference between             decisions of the DC panels                                                    practices and procedures                     on going. Panel action
procedures, service levels     including members and                                                                                                      sheets reviewed
and outputs from individuals   officers to identify areas of                                                                                              monthly. Procedures
or teams                       divergence and issues                                                                                                      Manual in place Oct
                               requiring further agreement,                                                                                               2002. Reviewed at
                               training and guidance                                                                                                      regular Lead Member
                                                                                                                                                          and Chairs meeting.




Risk of challenges reduced                                                                                   Any inconsistencies                          On going
due to inconsistent                                                                                          identified. Action to rectify
approaches                                                                                                   any inconsistencies taken
                                                                                                             within 1 month



Borough integrity as a Local                                                                                 Consistency of decisions                     On going
Planning Authority is                                                                                        substantially improved
maintained and enhanced                                                                                      over the first 12 months of
                                                                                                             monitoring

                                                                                                             Continuous improvement                       On going. Members
                                                                                                             in guidance and training in                  training programme
                                                                                                             response to analysis of                      agreed and continuing.
                                                                                                             results
Continue to implement process improvements identified by Trevor Roberts Associates and others to improve efficiency and maximise productivity of
staff resources. (Recommendation 10)
OUTCOME                         ACTION REQUIRED                   BY WHEN         RESPONSIBILITY            RESOURCE       OUTCOME TARGET              RISK         PROGRESS TO DATE
                                                                                  ASSIGNED TO:              IMPLICATIONS                               ASSESSMENT
Users will receive a more       10.1 Conclude mapping of all      September       DC Group Managers         Nil            The Development Control                  Achieved on target. All
efficient service through the   DC processes and prepare a        2002 Maintain                                            Procedures Manual will                   DC procedures have
streamlining of processes       comprehensive procedures          up to date                                               provide consistent                       been mapped and
                                manual as a basis for training,   thereafter                                               documentation of all                     process maps are
                                quality review and                                                                         processes, which will be                 being utilised.
                                improvement                                                                                available to 100% staff




Applicants will receive                                                                                                    Stakeholders report                      Not achieved.
speedier decisions with no                                                                                                 through customer                         Stakeholders still report
reduction in quality of work                                                                                               feedback that improved                   inconsistencies.
                                                                                                                           consistency of practice                  Training and
                                                                                                                           across the service has                   development needed to
                                                                                                                           been achieved                            address issue.


Staff will spend less time                                                                                                 Senior managers and                      Not achieved. More
upon administrative                                                                                                        team leaders spend less                  refined use of
processes and will be able                                                                                                 time resolving                           Corporate time
to provide more time                                                                                                       uncertainties. Monitored                 recording system to be
focused upon the customer                                                                                                  through enhanced time                    investigated.
                                                                                                                           recording system



                                10.2 Conclude and review           3Sept 2003     David Trigwell (Head of   Nil            Report setting out all                   Achieved. This work
                                efficiency improvements                           Planning), DC Group                      efficiency improvements.                 was incorporated in the
                                proposed by Trevor Roberts                        Managers                                 Where possible these will                DC Action Board
                                Associates and report on                                                                   be linked to improvements                Project.
                                outcome for further work                                                                   in performance in
                                                                                                                           percentage terms
Secure advice on legal, environmental health, highways, rights of way, tree, conservation, ecological and archaeological of DC activities.
(Recommendation 13)
OUTCOME                       ACTION REQUIRED                    BY WHEN    RESPONSIBILITY            RESOURCE       OUTCOME TARGET                 RISK         PROGRESS TO DATE
                                                                            ASSIGNED TO:              IMPLICATIONS                                  ASSESSMENT
Staff levels are stabilised for 13.1 Review the roles played     1-Jun-03   David Trigwell (Head of   Nil            Scarce skills are focused                   Achieved on target
substantial periods             by in-house professional,                   Planning) and DC                         on relevant tasks and not                   reviewed monthly
                                technical and admin staff,                  Group Managers                           diverted to work that
                                external consultants and other                                                       others can do
                                agencies
Staff developed to full                                                                                              Additional sources of                       Achieved external
potential to enable a greater                                                                                        scarce skills are identified                consultants were used
range of DC functions to be                                                                                          and tapped                                  to clear the backlog of
carried out by all DC staff                                                                                                                                      planning applications
                                                                                                                     Where alternative exist,                    Achieved. Scott Wilson
                                                                                                                     the most competitive and                    used in very cost
                                                                                                                     cost-effective option is                    effective wat to allow
                                                                                                                     implemented                                 DC Staff to go through
                                                                                                                                                                 the change process.

RBWM has high reputation      13.2 Institute joint working       1-Jun-03   David Trigwell (Head of   Nil            Improve DC contribution                     Achieved on target.
for excellence in             arrangements with other                       Planning) and DC                         to corporate objectives.                    Contributions to
Development Control           services to ensure DC                         Group Managers                           Outcome for pilot for                       Community Strategy
Service users to note         contributes to the corporate                                                           education successfully                      regularly reported to
improved performance          agenda                                                                                 concluded                                   Directors Group and
where internal specialist                                                                                                                                        Lead Members
advice is needed




                                                                                                                     Enhanced reputation of                      Not achieved.
                                                                                                                     DC function


                              13.3 Revise and improve        1-Dec-02       David Trigwell (Head of   Nil            Monitored performance of                    Achieved on target.
                              arrangements for legal support                Planning) and Diana                      specialist advice meets                     Quarterly Law Liaison
                                                                            Hills (Borough                           requirements of DC                          meetings established .
                                                                            Secretary)                               Service                                     Furhter improvments
                                                                                                                                                                 are being delivered by
                                                                                                                                                                 ProcessMapping legal
                                                                                                                                                                 aspects of DC work
                                                                                 Earlier involvement of         Achieved on target and
                                                                                 legal staff in relevant        on going. Model
                                                                                 issues                         Unilateral Undertakings
                                                                                                                produced for use by
                                                                                                                developers Oct 2002


                                                                                 Improved customer              Achieved.
                                                                                 satisfaction




13.4 Report on Transfer of        30 Sept 2003   David Trigwell (Head of   Nil   Better integration of DC       Not Achived
specialist tree workers to DC                    Planning)                       and tree work                   Tree Officers currently
                                                     David Scott (Head                                          being trained to access
                                                 of Customer Services)                                          Planning IT system.




                                                                                 Less time spent by DC          See above
                                                                                 staff on tree issues. Better
                                                                                 work planning
13.5 Institute regular co-        1-Sep-02       DC Group Managers         Nil   More integrated                Achieved on target.
ordination meetings with other                                                   processes. Faster              Regular meetings with
services similar to the current                                                  responses to customers         internal consultees
arrangement with highways                                                                                       services established




                                                                                 Improved customer              Achieved.
                                                                                 satisfaction
Ensure enhanced joint work and co-ordination between DC and other RBWM departments. (Recommendation 14)
OUTCOME                      ACTION REQUIRED                  BY WHEN        RESPONSIBILITY            RESOURCE       OUTCOME TARGET                RISK         PROGRESS TO DATE
                                                                             ASSIGNED TO:              IMPLICATIONS                                 ASSESSMENT
                             14.1 Clear protocols are in      30 Sept 2003   DC Group Managers         Nil            Protocols monitored by file                Achieved for Officer
                             place to define and guide the                                                            sampling at six monthly                    level. HOP and Lead
                             service leadership roles of                                                              intervals, till March 03                   Member roles. This
                             lead councillors and service                                                             then quarterly then half                   work is being
                             managers                                                                                 yearly                                     progressed via the DC
                                                                                                                                                                 Action Board.


Reduction in the number of   14.2 Develop clear protocols     1-Jun-04       David Trigwell (Head of   Nil            No cases or enquiries                      Achieved.
cases and development        for issues that require senior                  Planning)                                being actively managed
enquiries managed by         manager attention and                                                                    by Senior Management.
senior management            produce minutes of senior                                                                Senior Managers able to
                             management meetings                                                                      spend substantially more
                                                                                                                      time on change
                                                                                                                      management and service
                                                                                                                      improvement

Overall performance                                                                                                   Action Plan                                Acheived
improves. Individual                                                                                                  implementation monitored
performance is consistent                                                                                             monthly to ensure that the
across the Service                                                                                                    plan remains 100% on
                                                                                                                      target by use of improved
                                                                                                                      time reporting scheme



Community Strategy taken                                                                                                                                         Achieved. Community
into consideration in the                                                                                                                                        Strategy is now a
determination of planning                                                                                                                                        standard part of
applications                                                                                                                                                     application
                                                                                                                                                                 determination.
Stakeholders are better   Achieved. Planning
informed about DC         Matters issued monthly.
performance               Quarterly Stakeholders
                          meetings.
Establish and implement working protocols and practices to clearly define levels of leadership; delegation; direction and professional, operational
input. (Recommendation 15)
OUTCOME                          ACTION REQUIRED                   BY WHEN    RESPONSIBILITY            RESOURCE       OUTCOME TARGET              RISK         PROGRESS TO DATE
                                                                              ASSIGNED TO:              IMPLICATIONS                               ASSESSMENT

Improvements to speed of         15.1 Carry out review of                     David Trigwell (Head of   Nil            Produce a detailed report                Achieved.
determination are achieved       delegation practices based on                Planning)                                for member consideration                               Report
without sacrificing quality of   best practice in the highest                                                          setting out options for                  Agreed Cabinet
outputs                          performing authorities                                                                revision to the scheme of                November 2003. For
                                                                                                                       delegation                               consultation.



                                 15.2 Establish clear priorities   1-Feb-03   DC Group Managers
                                 and targets for staff on all
                                 aspects of service delivery
                                 including non-statutory work                                                          Directive to staff                       Achieved.
                                 and planning advice




                                                                                                                       Monitor through time                     Achieved.
                                                                                                                       recording system




                                                                                                                       Customer information                     Achieved.
                                                                                                                       leaflet




Ensure pre                       15.3 Revise negotiation Mar-05               Group Managers            Nil            Negotiation protocol                     Protocol and
                                                                                                                       agreed by Cabinet and                    Development Team
application advice is            protocol
                                                                                                                       published.                               Approach.
available for all type
of application.
                      15.4 Establish            Mar-05   Group Managers    Nil
                      Development approach
                      for Major applications.




                      #NAME?                             Group Managers    Nil




Delegation scheme     Examination of schme     Aug-04    DRT               Nil           At least 85% applications   Achieved on target.
                                                                                         determined under
improved to make      of Delegation to
                                                                                         delegated powers.
best use of staff     estbalish if extension
resources             would improve
                      application turnaround
                      times.
                      Consult Key              Mar-04    DRT/Lead Member for Planning
                                                                          nIL                                        Achieved on target.
                      stakeholders on options.




Revised Panel         Reduce four panels to     Mar-04                    Nil
                                                         DRT/Lead Member for Planning.   Four Panel system           Achieved on target.
                                                                                         reduced to two.
arrangements to       two.
optimise and ensure
that Members are
only involved with
most sensitive
applications.
Assess the efficiency of all current DC service delivery arrangements. (Recommendation 16)
OUTCOME                         ACTION REQUIRED                  BY WHEN        RESPONSIBILITY            RESOURCE              OUTCOME TARGET               RISK         PROGRESS TO DATE
                                                                                ASSIGNED TO:              IMPLICATIONS                                       ASSESSMENT
RBWM DC service will            16.1 Undertake research with                    David Trigwell (Head of   Nil                   All 6 visited and standard                Achieved
implement the optimum           the top 6 performing DC                         Planning)                                       “findings” format
structure of service delivery   authorities nationwide to                                                                       completed for all
methods to meet customers’      understand their service
needs and statutory             delivery arrangements
requirements




                                16.2 Analyse findings of 16.1                   David Trigwell (Head of   Nil
                                to propose optimum mix of                       Planning)
                                service delivery methods for
                                RBWM
                                16.3 Commission a feasibility     31 Dec 2003   David Trigwell (Head of   Cost of external                                                Partly achieved and on
                                study to investigate                            Planning) and an          partner to be                                                   going.
                                costs/benefits for RBWM and                     external partner          established through
                                all stakeholders of                                                       tender exercise
                                implementing the proposed
                                service delivery mix

                                16.4 Implement the new           1-Sep-03       David Trigwell (Head of                         10% cost-efficiency                       See above
                                service delivery mix                            Planning)                                       saving in service costs
                                16.5 Analysis of costs of        1-Dec-03       DC Group Managers         £10 000                                                         Corporate time
                                service                                                                                                                                   recording system in
                                                                                                                                                                          place 1/04/03. Time
                                Develop system to monitor
                                                                                                                                                                          information being
                                costs of different elements of
                                                                                                                                                                          populated onto system.
                                service
                                Review approach to cost
                                effective service delivery
                                Consider partnership
                                arrangements with
                                neighbouring authorities
BEST VALUE OUTCOME IMPROVEMENT PLAN


                                                                        RIS
                                                                         K
             BY                                      RESOURCE
OUTC ACTION               RESPONSIBILITY                        OUTCOME ASS
             WHE                                    IMPLICATION                                       PROGRESS TO DATE
OME REQUIRED               ASSIGNED TO:                          TARGET ESS
              N                                          S
                                                                        ME
                                                                        NT


              Insert 1. Please include the name of Consider &
              e.g.   the officer responsible.      state           1. Targets
              14-                                  implications    should be    1. Please use key below to highlight individual status of targets:
              mar-                                 for staffing,   SMART
              98                                   cost
                    2. State where the outcome
                    target will be monitored (use                  2            A = Targets ACHIEVED on time
                    key):

                    CAB = Cabinet Sub-Cttee

                    DG = Directors Group                                        B = Targets BEHIND schedule

                    DMT = Directorate Level                                     hProvide explanotary notes detailing why;

                                                                                hStrike through the original 'by when date' & insert new target
                    UMT = Unit Level
                                                                                date

                    EXT = Externally
                                                                                C = Targets achieved that were previously behind schedule
                                                                                (CAUGHT - UP)
                                                                                hProvide explanotary notes detailing circumstances

                                                                                2. Finally record date of update in the footer & save version

				
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