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					                  Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                    Quality and Performance Matrix
                                            PEST CONTROL
Score            Inc                         Enforcement Policy                                                                  
3             0.2          Publicised using at least two methods for business
              0.2          Publicised using at least two methods for the public
              0.3/0.6 At least 95% of actions consistent with policy (if 100% additional 0.3)
2             0.6          Formally adopted by Council
              0.2          Publicised1 using at least one method for both business and the
                           public
              0.2          At least 90% of actions consistent with policy
12            0.8          Compliant with enforcement concordat principles
              0.2          At least 80% of actions consistent with policy
03            0.5           Enforcement Policy available
              0.5          At least 70% of actions consistent with policy


NB Footnotes 2 & 3 apply to all tables in this matrix




1
    Publicised
           Business
                 o   Document and or summary leaflet sent to all known businesses including changes in occupier
                 o   Publicised in business newsletter or similar at least once a year
                 o   Summary leaflet provided following every inspection
                 o   Document and/or summary leaflet available on Council website
           Public
           Document and or summary leaflet
                 o   Publicised once a year in Council newspaper
                 o   Document or summary leaflet provided to all persons requesting service
                 o   Document or summary leaflet openly available in public buildings
                 o   Available through internet

2
  Score in this and subsequent divisions is only achieved if all the criteria in the box below (denoted by a heavier line) are achieved or
bettered.
3
  The score is the total of the Score column plus the incremental score appropriate in the Inc Column

                                                                Page 1 of 7
                                                                April 2004
                   Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                     Quality and Performance Matrix
                                             PEST CONTROL

Score            Inc                                           QA & Management Systems                                                                     
3             0.2            External accreditation to ISO 9000 series
              0.2            Procedures covering all core and pest control activities
              0.2            Full internal auditing carried out
              0.2            Documented peer review scheme covering all pest control officers
              0.1            Active participation in Benchmarking Club4
              0.1            Participates in Inter-authority auditing scheme5
2             0.3            Procedures covering at least 75% of core activities and 3 pest
                             control activities
              0.3            Full document control
              0.2            Limited internal auditing with management review
              0.2            At least 50% of pest control officers covered by documented peer
                             review scheme6
1             0.4            Procedures covering at least 50% of core activities and 2 pest
                             control activities
              0.3            Limited internal auditing7 with no management review8
              0.3            Service Plan agreed by members
0             0.5            Procedures9 covering at least 25% of core activities10 and 1 pest
                             control activity11
              0.5            Limited document control12

4
  Attending at least 75% of meetings of, and providing information to, County-wide or other benchmarking club whose remit is to enable qualitative and quantitative
comparison and share best practice
5
  Inter Authority Audit Service is subject to audit by another local authority at least every 5 years
6
  Documented Peer Review Scheme
Must include all of the following
         management review of at least 10% of correspondence and inspection reports
         at least one accompanied inspection with each enforcement officer per year.
         all notices subject to peer review prior to issue (except emergency prohibition notices where peer review is not possible due to the emergency nature of the
          problem)
7
  Internal Auditing
     Full          Documented audit system for the whole quality system with management review over a 3 year period
     Limited       Anything less than full audit of the system.
8
  Management review
Audit reports are fully reviewed by Departmental Management, remedial action taken where appropriate and response made to auditors
9
  Procedures means documented procedure (This definition applies to all tables in this matrix)
10
   Includes:-Recruitment, training, authorisation of officers, receipt and closure of service requests, formal actions (notices, prosecutions, formal cautions and works in
default), calibration of equipment, filing inc. electronic, service planning, complaints against the Service, performance management, communication with stakeholders,
financial activities and approval of suppliers.
11
   Pest control activities include treatments, complaint handling, contracts and advice
12
     Document Control
      Full
      Control of
          Internal procedures, work instructions and forms
          COSHH assessments
          Statutory Codes of Practice
          Legislation and case law
      Limited
           Control of at least two of the above

                                                                            Page 2 of 7
                                                                            April 2004
                Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                  Quality and Performance Matrix
                                          PEST CONTROL


Score                                                    Staff Competency                                                              
3           0.2      Accreditation to Investors In People (IIP)
            0.3      All staff undertake at least 10 hours of training per year
            0.2      Active participation in a training officers group13
            0.3      All identified service related development needs14 met for all staff
2           0.3      All identified high priority15 development needs met for all staff
            0.3      Post training assessment16 undertaken following all courses and
                     seminars
            0.4      All staff undertake at least 5 hours17 of training per year
1           0.6      All staff competent for the tasks undertaken
            0.4      Staff Development Policy & Programme18
0           0.4      Service managed by competent person
            0.4      At least 50% of staff19 competent20 for tasks undertaken
            0.2      Training21 undertaken on an ad-hoc basis




13
   Attending at least 75% of meetings of, providing information to and assisting subgroups of, a group of officers from more than 1 authority which
arranges / coordinates relevant training and guidance
14
   As identified in the Staff Development programme
15
   High priority means training and development identified in the staff development programme required to maintain competency of the individual
and the service
16
   Assessment means analysis of feedback from delegates regarding the suitability and quality of the training and includes the taking of
appropriate remedial action
17
   Hours means in accordance with the principles of the CIEH CPD Scheme
18
   Staff Development Policy and Programme An annually produced document or documents detailing staff development needs and a timetable
for delivering training etc to fulfil those needs (may be mentoring, formal or informal training, workshops, coaching etc.). Development needs will
be prioritised as high, medium or low.
19
   Includes appropriate administrative staff
20
   Competent Authorities shall have a system to judge competency of staff, including managers, based on technical training, & experience. The
peer review elements in the quality assurance table should be cross-referenced to this judgement.
21
   Training means training in pest control technical, legal and investigatory subjects and in accordance with the principles of the CIEH CPD
Scheme. At least 50% of the training shall be in technical pest control. For administration staff this may include appropriate training in non-
technical areas.

                                                                 Page 3 of 7
                                                                 April 2004
                Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                  Quality and Performance Matrix
                                          PEST CONTROL

Score Inc                                    Communication with Stakeholders                                                        
3           0.2      Service covered by Charter Mark
            0.4      Performance information22 publicised at least annually
            0.4      At least one method of consultation with at least two stakeholders
                     undertaken annually
2           0.2      At least one method of formal consultation23 with one stakeholder
                     undertaken annually
            0.3      Satisfaction surveys of at least 25% of business customers
                     undertaken annually and results reviewed and acted upon
            0.3      Satisfaction surveys of at least 25% of public customers undertaken
                     annually and results reviewed and acted upon
            0.2      Translation and similar services available24
1           0.5      Satisfaction surveys of at least 10% of business customers
                     undertaken annually and results reviewed and acted upon
            0.5      Satisfaction surveys of at least 10% of public customers undertaken
                     annually and results reviewed and acted upon
0           0.4      Satisfaction surveys of at least 5% of business customers undertaken
                     annually
            0.4      Satisfaction surveys 25of at least 5% of public customers26
                     undertaken annually
            0.2      Equal opportunities policies and procedures adopted and
                     implemented




22
   Must include at least results of performance against published standards and targets (inc Service Plan)
23
   Consultation Means communication with customers, not necessarily linked to an event, which may be through questionnaires, local business
partnership, focus groups etc. to ascertain their views on the level, type and delivery of the service
24
   This should include translation into appropriate ethnic languages, large print and audio services.
25
   Satisfaction Survey
Means a survey carried out following an event such as an inspection to ascertain customer’s views on their satisfaction with the service provided
26
   Customers
Includes anyone requesting or receiving a service –e.g. complainants, other departments, other organisations and businesses


                                                                 Page 4 of 7
                                                                 April 2004
                 Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                   Quality and Performance Matrix
                                           PEST CONTROL

Score Inc                                                    Derivation of Costs                                                          
3           0.5 Time recording system in place where all elements of the service are
                included
            0.5 Costs of all elements of the service available
2           0.5 Time recording system in place where at least 4 elements of the service
                are included
            0.5 Costs of at least 4 elements of the service available
1           0.5 Time recording limited to recording details of at least 2 elements of work
                listed
            0.5 Costs available of at least 2 elements of the service available
0           0.5 Time recording system27 not broken down to more than pest control
            0.5 Costs available for pest control only




27
  Time Recording System
The ability to identify time spent in undertaking all or some of the elements of the service involved: i.e. Rat control, mouse control, wasp control,
control of other pests of public health significance, contract work in relation to the foregoing (where appropriate), other service requests,
educational work
If this is based on a sample this must be derived from a minimum of three, two-week periods at four monthly intervals


                                                                   Page 5 of 7
                                                                   April 2004
                    Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                      Quality and Performance Matrix
                                              PEST CONTROL

    Score Inc                                           Treatments of Rats & Mice                                                      
    3           0.5      All treatment requests responded to within 3 days
                0.5      All infestations fully treated
    2           0.5      At least 90% of treatment requests responded to within 3 days
                0.5      At least 90% of infestations fully treated
    1           0.5 At least 50% of treatment requests responded to within 3 days
                0.5 At least 75% of infestations fully treated
    0           0.5 At least 25% of treatment requests responded to within 3 days28
                0.5 At least 50% of infestations fully treated29




    28
       Means working day and excludes day of receipt
    29
4      Fully Treated
      Personal contact with complainant/occupier by the investigating officer
      Survey to ascertain extent of infestation
      Assessment of whether a breach of legislation has taken place or is likely to take place and taking of appropriate action in accordance with
         policy
      Liaison with other agencies if necessary
      Carry out appropriate treatment
      Ensure appropriate information is given to complainant/occupier
      Max. Ten working days between contacts
         Remove all materials from site at conclusion of treatment



                                                                    Page 6 of 7
                                                                    April 2004
                Hampshire and Isle of Wight CEHOG Performance Improvement Group
                                  Quality and Performance Matrix
                                          PEST CONTROL

Score Inc                                         Range of Services/Promotion                                                        
3           0.5 All treatment requests responded to within 3 days
            0.5 Full participation in at least 1 national or local campaign annually
2           0.5      At least 90% of treatment requests responded to within 3 days
            0.5      Advice & identification service for other pests provided
1           0.4 Treatment of wasps from part of the service
            0.3 At least 50% of treatment requests responded to within 3 days
            0.3 Full range of leaflets available
0           0.6 Treatment of bed bugs, cockroaches and fleas form part of the service
            0.2 At least 25% of treatment requests30 responded31 to within 3 days
            0.2 At least 50% of full range32 of leaflets available




30
 Excludes rats and mice
31
  Responded to means a minimum of making the person requesting the service aware of who is dealing with the issue and their contact details
32
  Full Range of Leaflets Leaflets covering the following Rats, mice, cockroaches, squirrels, wasps, bees, ants, bed bugs, fleas, psocids, silverfish,
bats, brown tailed moths, common stored food product pests.


                                                                 Page 7 of 7
                                                                 April 2004

				
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