SECTION 2 – ACTION PLAN by dandanhuanghuang

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									 SECTION 2 – ACTION PLAN
                                                                                                                         GENERAL OBJECTIVES 2005/6
DEVELOPMENT & STREET SCENE
Generic objective – Ensure our services meet residents expectations and are of the quality that we would want to receive ourselves.

Sub Objective                Action                  Target(s)                       Performance Indicator          Person responsible for   Strategic Plan Cross
                                                                                                                    achieving                Reference
                                                                                                                                             CP=Community Plan
                                                                                                                                             Civ=Civic Pride

EPCS1.1                      Implement the           Achieve to timetable and        % of users satisfied           Martin Esom and          Improve the management
                             Department „s           meet specified satisfaction                                    Management Team          of our staff (CP)
Ensure our services meet     Customer Satisfaction   levels for each service area.
residents needs              Monitoring                                                                                                      Value for Money (Civ)
                             Programme
                             (appendix 1) Review
                             feedback and use in
                             service development

EPCS1.2                      Develop a five year     In 2005/6:                      Number of services                                      Improve the management
                             plan for suitable                                       achieving Charter mark                                  of our staff (CP)
                                                         Consumer Protection,
Use the Chartermark          services to apply for                                                                  David Batsford
                                                          Building Control,
Scheme as a tool for         Chartermark                                                                                                     Value for Money (Civ)
                                                          Planning to apply
Service Improvement.         assessment                                                                             Dave Smith

EPCS1.3                      Introduce quality       Licensing by April 2005         Systems in place by            Debbie Boreham           Improve the management
                             systems for                                             timetable and staff suitably                            of our staff
Use ISO 9002 as a tool for   Development Control     Postal & Admin Support by       trained in their use.
improving service quality                            March 2006                                                                              Value for Money (Civ)
                             Postal & Admin
                             Support




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Sub Objective                Action                      Target(s)                   Performance Indicator       Person responsible for   Strategic Plan Cross
                                                                                                                 achieving                Reference
                                                                                                                                          CP=Community Plan
                                                                                                                                          Civ = Civic Pride

EPCS1.4                      Refine and maintain the     100% of staff receiving     Number of staff receiving   Martin Esom and          Improve the management
                             council‟s staff appraisal   appraisals                  appraisals.                 Management Team          of our staff
Use Investors in People      scheme
as a tool for training and                               Apply for renewal August    .                           Ailsa Rutherford         Value for Money (Civ)
developing our staff                                     2005

                             Prepare the Department
                             for re-assessment

EPCS1.5                      To meet the requirements    To carry out equality       100% of Equality            Martin Esom              Develop and Implement
                             on the department of the    impact assessments in       Assessment carried out in                            the Council‟s Equalities
To ensure our services       Race Relations Scheme       those sections that have    Customer services and an    Radhika Jerath           Management Framework
are accessible to all and    that the council has        been classified as high     action plan drawn up
treat all fairly.            signed up to                priority in the scheme                                  Ailsa Rutherford         Value for Money (Civ)
                                                         To complete Equality
                                                         Assessment in Customer                                  Management Team
                                                         Services




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Generic objective – To ensure our Services put the Customer First

Sub Objective                  Action                          Target(s)                      Performance                   Person responsible
                                                                                                                                                 Strategic Plan Cross
                                                                                              Indicator                     for achieving
                                                                                                                                                 Reference
                                                                                                                                                 CP=Community Plan
                                                                                                                                                 Civ= Civic Pride

EPCS2.1                        To form cross departmental                                     Completion of Project to      Martin Esom          Improve Customer Services
                               project group                                                  plan time-scales
To develop an Environment                                      Phase 1 services to go live                                  Project Team/ AD‟s   Customer First (Civ)
Contact Centre                 Actions as per agreed           by July 2005.                  Number of callers to Centre
                               project plan-                                                                                Ailsa Rutherford
                                                               All identified Environment     % Satisfaction of Callers
                                                               services to be within the                                    Mike Gravatt
                                                               Contact Centre by March        Abandoned call rates
                                                               2006.
                                                                                                                            ITNET
                                                                                              Answering times
                                                               80% of calls answered
                                                               within 20 seconds

EPCS2.2                        To undertake further            Ongoing development            % Satisfaction of customers   John Wiltshire       Improve Customer Services
                               development of our website
To enhance the                 and increase the number of                                     Number of transactions                             Customer First (Civ)
functionality of our website   transactions that can be                                       available
providing a greater range of   achieved
services online

EPCS2.3                                                        Ongoing                                                      Ailsa Rutherford     Improve Customer Services

To develop the Sheen           To develop our staff to                                        Number of callers to Centre                        Customer First (Civ)
Lane Customer Service          allow them to fulfil the role
Centre and bring services      of customer champion                                           % Satisfaction of Callers
of the Council and partner
organisations closer to our    To provide them with the
customers                      necessary technology to do
                               the same

                               To enhance the
                               programme of multiagency



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                            surgeries


Generic objective – To play our part in the promotion of Civic Pride

Sub Objective                Action                     Target(s)                     Performance              Person responsible
                                                                                                                                     Strategic Plan Cross
                                                                                      Indicator                for achieving
                                                                                                                                     Reference
                                                                                                                                     CP=Community Plan
                                                                                                                                     CSP=Community
                                                                                                                                     Safety Plan

EPCS3.1                     Improve target graffiti    90% of graffiti removed       % achieved               Malcolm Sharp/Allan   Civic Pride/Civic Guardian
                            removal time for           from sensitive sites within                            Bone
To make our contribution    sensitive locations in     24 hours from report.
towards the safer streets   conjunction with Area
objective.                  Champions.                 Removal from all other
                                                       sites within 5 working                                 Malcolm Sharp/Allan
                                                       days from report.             % achieved               Bone                  Civic Pride/Civic Guardian

EPCS3.2                     Take action against        Improved LEQ                  Independent survey and   Malcolm Sharp/Allan   Civic Pride/Civic Guardian
                            illegal estate agent and   assessment.                   BVPI 199 (revised for    Bone
To make our contribution    other signage, fly                                       2006/6)
towards the Clean and       tipping, litter, dog
Green Streets objective.    fouling, nuisance
                            vehicles and graffiti.

Generic objective – To ensure our services have adequate contingency plans and meet the requirements of the
Freedom of Information act, Data Protection Act and the proper management of risk.

Sub Objective               Action                      Target(s)                     Performance              Person responsible
                                                                                                                                     Strategic Plan Cross
                                                                                      Indicator                for achieving
                                                                                                                                     Reference
                                                                                                                                     CP=Community Plan
                                                                                                                                     CSP=Community
                                                                                                                                     Safety Plan




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EPCS4.1                     To implement the actions   Achievement of Action    Achievement of Action   Martin Esom and   Improve the Management
                            identified from the risk   Plan                     Plan                    Management Team   of our Staff
To ensure our services      Management Assessment
have adequate risk          document
management and
contingency plans in        Undertake a 6 monthly
place.                      review

EPCS4.2                     To respond to Freedom of   Documents to be made     Performance against     Martin Esom and   Improve Customer
                            Information requests       available within the     timescale.              Management Team   Services
To ensure the department                               Council‟s published
meets the requirements of                              timescales.
the Freedom of
Information Act




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SERVICE SPECIFIC OBJECTIVES 2005/6

BUILDING CONTROL
Service specific objective – To improve the Health and Safety of our Certificated Sports Grounds.

Sub Objective              Action                        Target(s)                      Performance            Person responsible
                                                                                                                                    Strategic Plan Cross
                                                                                        Indicator              for achieving
                                                                                                                                    Reference
                                                                                                                                    CP=Community Plan
                                                                                                                                    CSP=Community
                                                                                                                                    Safety Plan

BC1                        Reassess the Safety           Issue special Safety           Issue by deadline      David Batsford       Civic Guardian
                           Certificate in terms of the   Certificate by June
To promote a safety        criteria required for a       2005for concert and issue
management culture at      concert activity and also     safety certificates for use
our certified sports       for the redevelopment of      of stadium throughout
grounds                    the South Stand - and         redevelopment
                           amend as necessary            programme

Service specific objective – To ensure our Service reflects best practice and continually develops our staff.
Sub Objective              Action                        Target(s)                      Performance            Person responsible
                                                                                                                                    Strategic Plan Cross
                                                                                        Indicator              for achieving
                                                                                                                                    Reference
                                                                                                                                    CP=Community Plan
                                                                                                                                    CSP=Community
                                                                                                                                    Safety Plan

BC2                        To participate in the         To provide data and            Respond by deadlines   David Batsford       Improve the Management
                           Building Control              responses by required                                                      of our Staff
To benchmark our           Benchmarking club and         dates.
services and ensure they   share best practice
reflect best practice




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Sub Objective                Action                     Target(s)                     Performance                   Person responsible
                                                                                                                                         Strategic Plan Cross
                                                                                      Indicator                     for achieving
                                                                                                                                         Reference
                                                                                                                                         CP=Community Plan
                                                                                                                                         CSP=Community
                                                                                                                                         Safety Plan

BC3                          Target resources to        100% of approvals within      Time to give decisions on     David Batsford       Improve Customer
                             improve our plan           5 weeks                       building regulation                                Services
To operate an effective      checking service                                         approvals
and efficient building       performance.               75% of approvals within 4
control service                                         weeks
                             Review and streamline
                             administration processes   30% of approvals within 3
                                                        weeks

BC4                          Process application for    carryout appraisals and       Issue decision notice         David Batsford       Civic Guardian
                             South Stand                consultations as phased       within prescribed time
Expedite Building            redevelopment at RFU       details are submitted
Regulation and Safety of
Sports Grounds
requirements in respect of
major project

                                                        % increase of user
BC5                          Of householders/owners     satisfaction over the year    % of users satisfied with     David Batsford       Improve customer service
                             of buildings                                             the service over the year
To undertake regular user
satisfaction monitoring
and input outcomes in to
improving service delivery   Develop and implement
                             an action plan meeting
BC6                          the requirements of the    To produce synopsis for
                             scheme                     CM criteria and collate
To assure the quality of                                information
the Building Control
service                                                                               Minimum number of
                                                                                      criteria for which synopsis   David Batsford
                                                                                      and information folders
                                                                                      completed




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SERVICE SPECIFIC OBJECTIVES 2005/6
COMMERCIAL ENVIRONMENTAL HEALTH
Service Specific Objective: To protect and improve public health and the environment in relation to food and water
quality, prevention of pollution and by raising standards of health and safety in the workplace
Sub Objective                Action                      Target(s)                     Performance              Person responsible
                                                                                                                                            Strategic Plan Cross
                                                                                       Indicator                for achieving
                                                                                                                                            Reference
                                                                                                                                            CP=Community Plan
                                                                                                                                            CSP=Community
                                                                                                                                            Safety Plan

CEH1                         Review the premises         To achieve 95%                % inspection rates       Laura Aston/Pauline Kirby   Investing in the
                             database, allocate          inspection rate of            premises due for                                     Environment
 To carry out the food       inspections and monitor     Category A, B and C risk      inspection in 2005-06.
safety, health and safety    progress monthly.           food premises.                                                                     Managing our Resources
and prescribed processes
inspections in accordance    Review the need to          To implement an                                                                    Civic Guardian
with their risk rating and   engage consultants and      alternative strategy for
government guidelines.       appoint as necessary.       dealing with lower risk                                                            Safe Streets
                                                         food premises.

                                                         To implement a strategy
                                                         of topic based health and
                                                         safety inspections as
                                                         required by the Health
                                                         and Safety Executive.

                                                         To inspect 100% of
                                                         premises requiring
                                                         authorisation under Part B
                                                         Environmental Protection
                                                         Act 1990.

CEH2                         Arrange for the taking of   To complete 100% of the       % of routine sampling    Laura Aston/Pauline Kirby
                             food samples in             routine sampling              programme completed
To complete the food         accordance with the         programme                                                                          Investing in the



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sampling programme in      Sampling Policy.        environment
accordance with relevant
codes of practice.                                 Civic Guardian




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Sub Objective               Action                       Target(s)                     Performance               Person responsible
                                                                                                                                             Strategic Plan Cross
                                                                                       Indicator                 for achieving
                                                                                                                                             Reference
                                                                                                                                             CP=Community Plan
                                                                                                                                             CSP=Community
                                                                                                                                             Safety Plan

CEH3                        Monitor complaint            To respond to service         % of complaints           Laura Aston/Pauline Kirby   Managing our Resources.
                            handling procedure and       requests involving food       responded to within the
To deal with service        response times.              contamination, food alerts    target times                                          Customer First
requests about                                           from the Food Standards
environmental health                                     Agency, fatal and major                                                             Civic Guardian
matters arising from                                     accidents in the
commercial premises in                                   workplace, outbreaks of
accordance with our                                      infectious disease and
published standards.                                     serious food poisoning
                                                         cases on the day of
                                                         receipt.

                                                         To respond to all other
                                                         service requests within 2
                                                         working days.

                                                         To respond to
                                                         consultations on planning
                                                         and licence applications
                                                         within 10 working days
                                                         (see CEH 8).

CEH4                        Teach the CIEH Basic         Run 6 food hygiene and 2                                Laura Aston/Pauline Kirby   Investing in Education
                            Food Hygiene course and      health and safety courses
To promote and facilitate   the Basic Health and         per year.                     Number of attendees.                                  Civic Guardian
food safety and health      Safety course to
and safety by education,    representatives from local
training and working in     businesses, voluntary
partnership with            groups or young people.
businesses.




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CEH5

To ensure the food safety    Continue to ensure         Update the Food Law          Food Service Plan           Laura Aston/Pauline Kirby   Managing our Resources
inspection and health and    procedures comply with     Enforcement Service Plan     approved by Overview
safety inspection services   the framework agreement    and the Health and Safety    and Scrutiny and Cabinet                                Civic Guardian
comply with best practice,   with the Food Standards    Enforcement Service Plan     and the Health and Safety
codes of practice and        Agency and section 18      by June 2005.                Plan by Overview and
Government guidance          guidance from the Health                                Scrutiny.
                             and Safety Commission




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Sub Objective           Action                        Target(s)                   Performance            Person responsible
                                                                                                                                     Strategic Plan Cross
                                                                                  Indicator              for achieving
                                                                                                                                     Reference
                                                                                                                                     CP=Community Plan
                                                                                                                                     CSP=Community
                                                                                                                                     Safety Plan



CEH6                    Submit the application for     Renewal of the             Chartermark renewed.   Laura Aston/Pauline Kirby   Good Quality Services
                        renewal by May 2005.          Chartermark awarded in
To Retain Chartermark                                 2003.                                                                          Customer First
Status.                 Carry out monitoring of
                        customer satisfaction in      95% satisfaction rate in
                        accordance with the           customer surveys.
                        targets in the application.

                        Provide access to
                        accurate and up to date
                        information by improving
                        our pages on the              Pages rewritten by June
                        corporate web site.           2005.




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Sub Objective              Action                       Target(s)                  Performance              Person responsible
                                                                                                                                        Strategic Plan Cross
                                                                                   Indicator                for achieving
                                                                                                                                        Reference
                                                                                                                                        CP=Community Plan
                                                                                                                                        CSP=Community
                                                                                                                                        Safety Plan



CEH7                       introduce an award           Award scheme introduced    Number of awards         Laura Aston/Pauline Kirby
                           scheme to recognise high     by June 2005.              granted
To acknowledge and         standards of health and                                                                                      Improving Health
reward business            safety management in
improvements in health     businesses.                                                                                                  Civic Guardian
and Safety


CEH8                                                    To respond to all          % of consultations       Laura Aston/Pauline Kirby   Good Quality Services
                                                        consultations within 10    responded to within 10
Provide advice and         Meet monthly with            days                       days                                                 Civic Guardian
consultation on future     colleagues in Planning
planned developments       and Licensing.
and act as a Responsible
Authority for Licence
applications.

CEH9                       Look at the ways of          To run one campaign on     That one campaign was    Laura Aston/Pauline Kirby   Improving Health
                           raising public and           the chosen topic in the    run during 2005-06.
Further the government‟s   business awareness           year 2005-06                                                                    Civic Guardian
public health agenda.      about such issues as fast
                           food litter, pest control,
                           healthy eating, smoke free
                           food premises and healthy
                           schools.




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SERVICE SPECIFIC OBJECTIVES 2005/6

DEVELOPMENT CONTROL
Service Specific Objective: To provide an efficient and effective Development Control Service, meeting local and
national performance targets and reflecting best practice.
Sub Objective              Action                   Target(s)                  Performance               Person responsible
                                                                                                                               Strategic Plan Cross
                                                                               Indicator                 for achieving
                                                                                                                               Reference



DC1                                                                            PI 109, 111               Roy Summers/Paul      Improve the
                                                                                                         Freer                 Management of our
Use ISO 9002 as a tool     Add to, and up date DC   -Maintain Updates          Manual maintained up                            staff.
for improving service      Manual to take account                              to date.
quality                    of new and amended       -Add amended                                                               Improve customer
                           procedures.              procedures and             New application and                             services
                                                    performance targets for    enforcement
                                                    administrative             investigation processes                         Civic Guardian.
                                                    processes, (and            and monitoring added
                                                    monitoring thereof), of    by dead line.
                                                    in coming applications
                                                    and outgoing
                                                    decisions, and for
                                                    enforcement
                                                    investigations. –By end
                                                    of June 2005

DC2                        Produce further public   Produce advice             Completed by                                    Improve Customer
                           information documents    document for a further     deadline.                                       Services
To improve the range       on planning related      3 common subjects                                    D. Barnes/R.
and quality of publicly    matters that encompass   arising from D&E                                     Angus/Lucy            Improve the
available information to   advice on other          customer contacts and                                Thatcher/R. Summers   information systems of
help and guide service     regulatory processes.    train Environment          Customer use and                                the Council to provide



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users.   Train staff in the           Contact Centre staff in    satisfaction (as   good quality services
         Env.Contact Centreo          their application.. by     surveyed).
         use and distribute the       April 2005
         advice.                                                 Refusal rate


                                      By end of April 2005
         Amend the duty officer
         system to allow for
         customers to choose a
         day to use the service
         when they know the
         officer will have personal
         knowledge and
         experience of the area
         they are interested in.




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Sub Objective             Action                      Target(s)                   Performance             Person responsible
                                                                                                                                 Strategic Plan Cross
                                                                                                          for achieving
                                                                                                                                 Reference
                                                                                  Indicator                                      CP=Community Plan
                                                                                                                                 CSP=Community
                                                                                                                                 Safety Plan

DC3                       To pilot a scheme to                                    Complete by deadline    Robert Angus/John      CP- Improve the
                          scan and index                                                                  Wiltshire              information systems of
To Introduce work         planning application       Set up scanning facility     Support/comply with                            the Council to provide
flow/document             documention to replace     and training of staff for    BVPI 157 and Planning                          good quality services
management system         managed service.           pilot scheme by end of       BVPIs
for Development                                      May 2005                                                                    Customer First
Control.
                                                     Implement pilot scheme
                                                     and then review prior
                                                     to implementing full in
                                                     house scanning service
                                                     for applications by end
                                                     of 2005.



DC4

To use planning           To liaise and work         Implement when new           Number of               D.Barnes/R.Angus/Pau   CP-
powers and carry out      closely with the new       S.S.E. Team and Area         enforcement reports.    l Freer
pro-active enforcement    Street Scene               Champions commence                                                          Protect our street
action focused on the     Enforcement Team and       their duties.                                                               scene, open space and
corporate objectives of   Area Champions.                                                                                        built environment
a cleaner, greener,
safer borough             To target enforcement                                                                                  Improve Customer
                          checks on unlawful         Ongoing                                                                     Services
                          advertisements, shop
                          fronts, shutters ,untidy                                                                               Combating Crime
                          sites etc. which most



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impact on street scene.

Each DC case officer to
                          Implement and record
carry out pro-active
                          by end of 2005/6
check on compliance of
2 of their recently
implemented cases that
are visable to public
and relevant to the
greener,cleaner,safer
objectives. Outcomes
to be recorded, and
enforcement
implemented when                                  Number of agreements
appropriate.              On going                completed. Outcomes
                                                  of implementation.
Negotiate through
planning agreements
as appropriate
improvements to the
borough‟s streets and
public spaces such as
CCTV, tree planting,
Arcadia projects etc.,




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Sub Objective            Action                     Target(s)                     Performance              Person responsible
                                                                                                                                 Strategic Plan Cross
                                                                                                           for achieving
                                                                                                                                 Reference
                                                                                  Indicator                                      CP=Community Plan
                                                                                                                                 CSP=Community
                                                                                                                                 Safety Plan

DC5                                                                                                        David Barnes/Robert   CP-Improve Customer
                                                                                                           Angus/Roy Summers     Services
To meet or exceed the    To review staff case       Review by end of April        Complete by deadline
government‟s targets     load and assess            2005                                                                         -   Improve
for speed of deciding    whether sustainable in                                                                                      management of
planning applications.   terms of number of                                                                                          our staff
                         staff and targets.



                         To introduce additional                                  Achieve decision
                         assistance in terms of     Appoint agency staff          speed performance in                           Customer First
                         agency planners            according to outcome of       time frame for the
                                                    above review                  categories of
                                                                                  application prescribed
                                                                                  in BVPI 109
                         To appoint a new
                         planning enforcement       Appoint by end of June        Complete by dead line
                         officer                    2005



                         Subject to time being      On going, but all
                         available after core       technical support staff to    Complete by dead line
                         administrative duties,     have received basic
                         train and make greater     training by end of April
                         use of technical support   2005 and assisting
                         staff in assisting to      professional application
                         process simpler            processing according to



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                        applications.              time available following
                                                   core admin. duties by
                                                   end of September 2005.


DC 6
                        To carry out two           Implement by end of
To improve and                                                                 Completed by dead      D. Barnes/ R.Angus/R.    CP-
                        separate completed         March 2006.
maintain training and                                                          line                   Summers
                        development
development of staff                                                                                                           Protect our street
                        assessment exercises;
and Planning                                                                   Quality of future                               scene, open space and
                        one for planning staff
Committee Members                                                              development as                                  built environment
                        and one Planning
with a view to                                                                 assessed in similar
                        Committee members.
improving quality of                                                           excercises.                                     Improve customer
                        Developments visited
future built                                                                                                                   services
                        to have elements
development.
                        relevant to the cleaner,
                        greener, safer borough                                                                                 Improve management
                        objectives. Assessment                                                                                 of our staff
                        conclusions to be
                        reported to staff and                                                                                  Customer First
                        members.




OBJECTIVES 2005/6
POLICY AND DESIGN SECTION
Service Specific objective – To contribute towards an efficient and effective Planning Service that reflects best practice

Sub Objective            Action                Target(s)                      Performance Indicator   Person responsible for   Strategic Plan Cross
                                                                                                      achieving                Reference
                                                                                                                               CP=Community Plan
                                                                                                                               Civic Pride




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P&D1

To progress the production   To obtain GOL          April 2005                Agreement by GOL           Helen Cornforth/Diana     Key Plan (supersedes
of the Local Development     agreement to the                                                            Rice                      UDP) –CP
Framework (LDF)              Local Development
                             Scheme (LDS)

                             To consult on key                                                           Helen Cornforth/Bridget   As above
                             issues for             October 2005              Level of response          Clements/Corporate
                             LDF/Community Plan                               particularly engagement    Policy Section
                                                                              beyond mainstream groups
                             To consult on draft
                             Supplementary                                    Level of support at
                                                    January 2006
                             Planning Documents                               consultations stage        Philip Wealthy/Helen      Civic Guardian – Civ
                             (detailed design,                                                           Cornforth/Consultant(s)
                             backland and infill
                             development,
                             renewable energy)
                                                                              Number of formal                                     Service to Customer
                                                    March 2006                objections supported by    Helen Cornforth/Bridget
                             To adopt the
                                                                              Planning Inspector.        Clements/Diana Rice
                             Statement of
                             Community
                             Involvement

                             To complete                                      Soundness of Plan
                             Sustainability                                   accepted by Inspector
                                                    December 2005 (some on-
                             Appraisal and Annual   going reseach)                                       Fiona O‟Toole             Key Plan (supersedes
                             Monitoring Report                                                                                     UDP) –CP
                             and reseach base




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P&D2

To ensure the Borough‟s      To provide input to      On-going                     Achieving amendments to         Philip Wealthy/Helen     Civic Guardian – Civ
interests are taken into     consultation on                                       policies to ensure that local   Cornforth
account in National and      National Policy                                       planning objectives are
Regional Planning            Guidance review                                       recognised.
processes.
                             To provide input to      To meet consultative         Achieving amendments to         Philip Wealthy/Fiona
                             consultation on Sub      deadlines (anticipated mid   policies                        O‟Toole                  Civic Guardian – Civ
                             Regional                 2005)
                             Development
                             Framework
                                                                                   Achieving a policy              Philip Wealthy/Fiona     Civic Guardian – Civ
                             To contribute to the     To meet prodcution           framework that reflects         O‟Toole
                             preparation of the       deadlines                    local planning objectives
                             South London
                             Prospectus
                                                                                                                                            Civic Guardian – Civ
                                                      To meet consultation                                         Diana Rice
                             To contribute and                                     Achieving housing capacity
                             influence Housing        deadlines
                                                                                   figures compatible with
                             Capacity figures for                                  preservation and
                             input to London Plan                                  enhancement pf local
                             review                                                environment




P&D3



To ensure the effective      To produce planning                                   Level of support at             Philip Wealthy/Helen     Civic Guardian – Civ
implementation of planning   guidance for key sites                                consultation stage              Cornforth
policies                     as appropriate -
                             Guidance for Barns
                             Goods Yard               September 2005

                             To provide policy and    On-going                     Speed of response in            Helen Cornforth/George   Civic Guardian – Civ




                                                                                   31
                            design advice within                               relation to planning and       Hunter
                            prescribed timescales                              listed building applications                            Customer Servcie
                            to assist in meeting                               and success rate at
                            Government targets                                 planning appeals
                            in relation to planning
                            applications


Service Specific Objective: To take forward Civic Pride Objectives and in particular a design-led street scene

Sub Objective               Action                    Target(s)                Performance Indicator          Person responsible for   Strategic Plan Cross
                                                                                                              achieving                Reference
                                                                                                                                       CP=Community Plan
                                                                                                                                       Civ=Civic Pride




P&D4                        To provide                April 2005               Positive feedback from         Helen Cornforth          Implementing street scene
                            background                                         Members/Area Champions                                  improvement Plan – CP
To lead the production of   information/key
local improvement plans     issues to Area
                            Champions

                            To co-ordinate the        July 2005 and on-going
                            East Sheen „village‟                               Successful implementation                               Implementing street scene
                            study and to take                                  of proposals                                            improvement Plan – CP
                                                                                                              Philip Wealthy
                            forward approach to
                            other areas




P&D5                        To adopt Public           September 2005 and on-   Implementation of              Philip Wealthy/Marc      Implementing street scene
                            Spaces Design Guide       going                    guidance                       Wolfe-Cowen              improvement Plan – CP
 To take forward the        and to ensure that
implementation of a         principles are taken



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design-led street scene   forward through
                          Transport and
                          Highway
                          Maintenance projects



                          To promote high
                          quality design to
                          private developers
                          through:
                                                   October 2005                                  UD Manager                Civic Guardian – Civ
                          - Review the potential
                          for Urban Design                         Feedback from DC/UD
                          Committees (to                           officers on effectiveness
                          replace Conservation
                          Area Advisory
                                                   December 2005
                          Committees)                                                            UD Manager

                          - relaunch a local                                                                               Civic Guardian – Civ
                          design competition       January 2006    Level of entries and
                                                                   publicity for good practice
                          - Revised                                achieved
                          supplementary
                                                                                                 Philip Wealthy/Helen
                          planning guidance
                                                                                                 Cornforth/Consultant(s)
                          (see LDF above)
                                                                                                                           Civic Guardian – Civ
                                                                   Improved standards of
                                                                   design in planning
                                                                   submissions




P&D6



                                                                   33
To continue to promote the   To continue the            Mach 2006                      Number of new                  George Hunter/Richard     Civic Guardian – Civ
preservation and             programme of                                              areas/extensions identified.   Brookes
enhancement of highest       reviewing
quality areas of the         Conservation area
Borough                      designations

                                                                                                                                                Civic Guardian – Civ
                                                                                       Level of support at
                             To review                  March 2006                     consultative stage
                             Conservation Area          (11 studies to be completed,                                  George Hunter/Richard
                             statements and             4 to draft stage)                                             Brookes
                             complete
                             programmed
                             Conservation Area
                             studies/Management
                             Plans



                             To take action in          On-going                       Refurbishment and reuse                                  Civic Guardian – Civ
                             relation to key historic
                             buildings at risk (8,                                                                    George Hunter/Nicolette
                             King Street,                                                                             Duckham
                             Normansfield)




P&D7

To ensure the successful     To progress the            December 2006                  Public feedback                Arcadia manager           Progress Arcadia Project –
implementation of the        completion of Year 1                                                                                               Civ
Arcadia Project and input    schemes
to Floodscape project

                                                                                                                                                Progress Arcadia Project –
                             To complete the            December 2005                  Achieving £1.8m matched        Arcadia manager           Civ
                             fundraising for Years                                     funding
                             2-3




                                                                                       34
SERVICE SPECIFIC OBJECTIVES 2005/06

LICENSING
Service Specific Objective: To improve the safety of licensed premises, ensuring that our Service reflects best practice
safeguarding community safety.
Sub Objective              Action                     Target(s)     Performance Indicator   Person responsible for
                                                                                                                     Strategic Plan Cross
                                                                                            achieving
                                                                                                                     Reference
                                                                                                                     CP=Community Plan
                                                                                                                     CSP=Community Safety
                                                                                                                     Plan

L1                         To carry out a             April 2005    Complete by deadline    Rob Mitchener            Civic Guardian
                           consultation exercise in
Review Licensing           respect of Richmond
Policy in respect of the   and Twickenham Town
possibility of             Centres.
Cumulative impact
policies for Richmond      To analyse consultation    May 2005      Complete by deadline    Rob Mitchener            Civic Guardian
and or Twickenham          responses and report to
Town Centres.              Regulatory Committee
                           for recommendations to
                           Council.

                           To report to Full          June 2005     Complete by deadline    Rob Mitchener            Civic Guardian
                           Council for decision
                           whether to adopt
                           cumulative impact
                           policies for Richmond


                                                                   35
                           or Twickenham Town
                           Centres.

L2                         Produce a three-year      April 2005                   Complete by deadline     Rob Mitchener         Civic Guardian
                           rolling review plan
To review the Council‟s    December 2004 to
Licensing Policy at        December 2007.
least every three years
as per the Licensing
Act 2003.

L3                         Minimum of weekly         April 2005                   % completed by           Rob Mitchener/Barry   Civic Guardian
                           notifications from the                                 deadline                 Croft
To ensure Responsible      First Appointed Day
Authorities are aware of   during transition to 6
applications to be         August 2005.
checked and
developments in            To review the system of   Weekly during                                                               Civic Guardian
licensing that may         notification of           transition until 6 August    Complete by deadline     Rob Mitchener/Barry
affect them.               Responsible Authorities   2005, thereafter                                      Croft
                           of applications           monthly until February
                           received.                 2006.
                                                                                  Three meetings by
                           To introduce a            Three meetings to be         August 2005.             Rob Mitchener         Civic Guardian
                           Responsible Authorities   scheduled during
                           Forum to provide an       transition, 6 monthly        One meeting by March     Rob Mitchener         Civic Guardian
                           opportunity for           post transition.             2006.
                           communication
                           between responsible
                           authorities as well as
                           with the Licensing
                           Authority. This is in
                           addition to individual
                           contact with the
                           Licensing Authority.

L4                         To research the best      To complete                  Completed by deadline.   Rob Mitchener/John    Customer First
                           options and enter in to   procurement and be



                                                                                 36
                           an agreement to              on-line by April 2006.                              Wiltshire
To make Licensing Act
                           procure scanning and
applications available
                           web based service with
to be inspected on-line.
                           service suppliers.

L5                         Carry out a desktop risk     December 2005              Completed by deadline.   Barry Croft   Civic Guardian
                           rating exercise and, in
To risk assess all         consultation with the
premises with licences     police, LFEPA, Trading
under the Licensing Act    Standards and
2003.                      Environmental Health
                           Commercial Services,
                           set suitable intervals for
                           external and internal
                           inspections.

                           Create a programme
                           for inspections based        December 2005              Completed by deadline.   Barry Croft   Civic Guardian
                           on risk assessment
                           against licensed
                           conditions.

                           To carry out a range of
                           inspections and other        To inspect 50% high        % achieved               Barry Croft   Civic Guardian
                           enforcement actions at       risk by end of March
                           premises licenses            2006.
                           under the LA 2003.
                                                        To inspect 10%             % achieved               Barry Croft   Civic Guardian
                                                        medium risk by end of
                                                        March 2006.

L6                         Take an active part in       Participate in at least    % achieved.              Barry Croft   Civic Pride
                           Cleansweep events.           75% of the event.
To support operation
and participate in
Cleansweep




                                                                                  37
L7                       To carry out a range of   To inspect at all major    % achieved               Malcolm Lock             Civic Pride/Civic
                         inspections and to work   matches and events                                                           Guardian
To maximise              closely with the street   taking place at the RFU
compliance with street   enforcement team.         stadium Twickenham.
trading legislation.
                                                   To inspect at all major
                                                   licensed street trading    % achieved               Barry Croft, Malcolm
                                                   events such as French                               Lock, Angela Apthorpe,   Civic Pride/Civic
                                                   Markets, Church Street                              Fiona Glynn              Guardian
                                                   Alfresco dining.

                         To prepare a borough-     March 2006
                         wide programme for                                   Completed by deadline.   Barry Croft, Malcolm     Civic Pride/Civic
                         reviewing street                                                              Lock, Angela Apthorpe,   Guardian
                         activity.                                                                     Fiona Glynn




L8                       Monitor complaint         To respond to all          % of complaints          Rob Mitchener            Customer First
                         handling procedure.       complaints within 2        responded to in 2
To respond effectively                             working days.              working days.
to complaints.

L9                       Determine Premises        80%                        % achieved               Rob Mitchener            Customer First
                         Licence applications
To process and           within 2 months.
determine premises
and personal licence     Determine Personal        100%                       % achieved               Rob Mitchener
applications within      Licence applications
statutory timescales.    within 3 months.




                                                                             38
SERVICE SPECIFIC OBJECTIVES 2005/6

TRADING STANDARDS
Service Specific Objective: To provide a comprehensive Trading Standards Service to the local business community.
Sub Objective      Action              Target(s)          Performance         Person responsible
                                                                                                   Strategic Plan Cross
                                                          Indicator           for achieving
                                                                                                   Reference
                                                                                                   CP=Community Plan
                                                                                                   CSP=Community
                                                                                                   Safety Plan




                                                         39
                           To carry out a planned     To inspect 100% of         Percentage              David Smith            Reduce crime
TS1                        programme of               high risk premises.        achievement.
To assist traders and      inspections and other
businesses in the          enforcement actions on     To inspect 100% of         Percentage
borough to comply with     trade premises.            sellers of fireworks       achievement.            Rob Harvey             Reduce crime
the full range of trader                              during period
and consumer                                          immediately preceding
legislation                                           5 November 2005.

                                                      To inspect or carry out
                                                      alternative enforcement    Percentage
                                                      actions at 500 medium      achievement.
                                                      risk premises.
                                                                                                         David Smith            Reduce crime
                           To provide an              Respond to all             % responded to          David Smith            Retain existing
                           enquiry service for        enquiries in 2             within time limit.                             businesses in
                           businesses.                working days.                                                             borough while
                                                                                                                                encouraging start-
                                                                                                                                ups and new
                                                                                                                                enterprises.
                           Deliver a programme of     To participate in 100%     Number of projects      David Smith            Reduce crime
                           projects including trade   of projects organised      carried out.
                           education project,         by SW London region.
                           Based on perceived
                           need and intelligence      Conduct local project
                           gathered locally and       work based on              Number of projects      David Smith            Reduce Crime
                           nationally..               need/risk.                 carried out.
                           To produce and             To produce 2 editions      Achievement of target   Geraldine              Reduce crime
                           distribute 2 editions of   of the Borough             by 31/3/2006            Crook/Andrew Morgan-
                           the Trading Standards      Standard.                                          Watts                  Retain existing
                           newssheet, the                                                                                       businesses in borough
                           Borough Standard, to                                                                                 while encouraging
                           inform traders of                                                                                    start-ups and new
                           current issues and                                                                                   enterprises.
                           changes to legislation.
                           Promote and operate        Set up new Home            Number of New Home      Rob Harvey/Geraldine   Retain existing
                           fully the Home             Authority partnerships     authority businesses.   Crook                  businesses in borough



                                                                                40
                       Authority partnerships    with suitable                                                              while encouraging
                       scheme.                   businesses.                                                                start-ups and new
                                                                              % of Home Authority    Rob Harvey/Geraldine   enterprises.
                                                 Formalise partnership        businesses with        Crook
                                                 with all businesses for      formalised
                                                 which we act as Home         understanding.                                Improve customer
                                                 Authority.                                                                 services.
                                                                                                     Rob Harvey/Geraldine
                                                 Ensure close co-             Number of Home         Crook
                                                 operation and liaison        Authority business
                                                 with Home Authority          contacts.
                                                 businesses.
                       To provide a              To maintain NWML             Achievement of         John Wren              Improve customer
                       comprehensive             Approved Body status.        maintaining Approved                          services
                       verification service to                                Body status.
                       local traders.
                                                 To carry out verification    Percentage
                                                 work within 2 working        achievement            John Wren              Improve customer
                                                 days of requested date.                                                    service
To undertake an        To review and update      Conduct review of            By 31/3/2006           Bruce Ironmonger       Improve customer
enforcement role in    practices and             interview processes                                                        services
compliance with best   procedures in relation    including tape
practice and legal     to Police and Criminal    recording of interviews.
requirements.          Evidence Act and
                       Criminal Procedures       Review documentation
                       and Investigations Act.   used for CPIA.               By 31/3/2006           Bruce Ironmonger       Improve customer
                                                                                                                            services



Service Specific Objective
To provide a comprehensive Trading Standards Service to Consumers

Sub Objective          Action                    Target(s)                    Performance            Person responsible
                                                                                                                            Strategic Plan Cross
                                                                              Indicator              for achieving
                                                                                                                            Reference
                                                                                                                            CP=Community Plan
                                                                                                                            CSP=Community


                                                                             41
     Safety Plan




42
TS2                        Operate a complaints        Respond to all              Percentage responded      Rob Harvey/Geraldine   Improve customer
To assist consumers in     investigation service for   complaints and              to within time limit.     Crook                  services
their consumer             alleged breaches of         enquiries within 2
dealings with traders      consumer protection         working days.
and businesses             legislation.                                            Percentage responded      Rob Harvey/Geraldine
ensuring a fair and safe                               To respond to all           to within time limit.     Crook                  Improve customer
market place.                                          complaints where an                                                          services
                                                       alleged breach is life
                                                       threatening the same
                                                       day.
                           To provide warnings to      Issue media releases        Number of media           Bruce Ironmonger       Improve customer
                           consumers of trading        when warnings               releases made.                                   services
                           practices detrimental to    required.
                           the consumer interest.
                           To work in partnership      To implement all            To have implemented       David Smith            Improve customer
                           with Consumer Direct        systems necessary to        by launch date (yet to                           services
                           (CD) acting on referrals    work in partnership with    be decided).
                           from CD.                    CD.

                                                       To respond to referrals     Percentage of criminal    Rob Harvey/Geraldine   Improve customer
                                                       from CD within 2            referrals responded to    Crook                  services
                                                       working days.               within time limits.

                                                                                   Percentage of civil       Rob Harvey/Geraldine   Improve customer
                                                                                   referrals responded to    Crook                  services
                                                                                   within time limits.
                           To ensure all advice        To maintain standards       To retain the CLS         Linda Eyre             Improve customer
                           and assistance given is     commensurate with the       Quality Mark.                                    services
                           of high quality and         Community Legal
                           legally accurate.           Service (CLS) Quality
                                                       Mark.
                           To deliver a service to     To plan and implement       To achieve 6 outreach     Andrew Morgan-Watts    Improve customer
                           consumer groups who         an “outreach”               sessions.                                        services
                           are unable or unwilling     programme.
                           to access the service
                           through usual means.        To ensure information                                 Andrew Morgan-Watts
                                                       material is accurate        To review and amend                              Improve customer
                                                       and in a suitable form.     information on website.                          services



                                                                                  43
                                                                                                                 Andrew Morgan-Watts
                                                                                        To update and                                     Improve customer
                                                                                        redistribute the                                  services
                                                                                        Consumer Awareness
                                                                                        toolkit specifically
                                                                                        designed for
                                                                                        community leaders.
 TS3                          To inform traders of          To undertake 4 under-       Achievement of target    Keith Aris               Reduce anti-social
 To reduce the amount         requirements and              age purchasing              monitoring sessions.                              behaviour
 of graffiti blighting the    enforce legislation           sessions.
 borough.                     relating to under-age                                                                                       Reduce crime
                              sales of spray paint.
 TS4                          To inform traders and         To undertake 4 under-       Achievement of target    John Wren                Reduce anti-social
 To reduce the                businesses, who make          age purchasing              monitoring sessions.                              behaviour
 incidence of anti-social     “off sales” of alcohol, of    sessions.
 behaviour by young           under-age legal                                                                                             Reduce crime
 people.                      provisions and enforce
                              the requirements in
                              these premises.
 TS5                          To monitor weight             To conduct 3                Achievement of target    Keith Aris               Safe streets
 To protect the               restricted roads and          monitoring sessions         monitoring sessions.
 environment and road         bridges to protect them       reporting for
 infrastructure from          from overweight               prosecution those
 overweight vehicles.         vehicles.                     exceeding weight limits.

 SERVICE SPECIFIC OBJECTIVES 2005/6
 INFORMATION MANAGEMENT GROUP
 Service Specific Objective: To provide information systems development and support, data management and web
 based services to achieve the e-government objectives of the Environment Directorate.

Sub Objective                Action                        Target(s)                   Performance Indicator    Person responsible for
                                                                                                                                         Strategic Plan Cross
                                                                                                                achieving
                                                                                                                                         Reference
                                                                                                                                         CP=Community Plan
                                                                                                                                         CSP=Community Safety



                                                                                       44
                                                                                                                   Plan

IMG1                    Project manage and       Phased implementation   In support of Planning   John Wiltshire   Improve Development
                        Implement                2005:                   BVPIs,                                    Plan Monitoring and
Implement               CAPS/ESRI‟s suite of                                                                       data exchange with the
Development Planning,   software solutions And                                                                     LDD (London
Development             necessary training                                                                         Development
Monitoring inc. LDD                                                      Corporate BVPI 157 for                    Database)
and TPO modules of                                                       Electronic Service
the CAPS Planning                                                        Delivery
System

IMG2                    To populate core         Core Logic Adults       In support of BVPI 157   John Wiltshire   Improve the property
                                                          st
                        Council back office      System 1 quarter        for Electronic service                    Information used by
Roll out of Corporate   systems by regular       2005. Lagan Frontline   Delivery                 Gary Simms       core Council Systems
Property Database       updates from the         CRM April, 2005                                                   with robust BS7666
compliant with BS7666   LLPG. Monthly updates                                                                      compliant data
                        to the National hub
                        (NLPG).                                                                                    Improve Customer
                                                                                                                   Services




                                                                         45
Sub Objective              Action                     Target(s)         Performance Indicator       Person responsible for
                                                                                                                             Strategic Plan Cross
                                                                                                    achieving
                                                                                                                             Reference
                                                                                                                             CP=Community Plan
                                                                                                                             CSP=Community Safety
                                                                                                                             Plan

IMG3                       Documentation of           End 2005          BVPI 179 Standard           John Wiltshire           Customer First
                           procedures. Publish                          searches carried out in
Pursue Charter Mark        service targets and                          10 working days.            Alex Poole
for the Land Charges       monitor service delivery
Service                    through Customer                             Internal target for 5 day
                           Satisfaction surveys                         turnaround

IMG4                       Engage with ITNET          June 2005         In support of Planning      John Wiltshire           Improve effiicency of
                           and MDA (MacDonald                           BVPIs,                                               the Land Charges
Operating at Level 3       Dettwiler.to facilitate                                                  Alex Poole               Service by reducing
with the National Land     secure Gateway for                           BVPI 179 For Land                                    turnaround times and
Information Service        Electronic submission                        Charges                                              automated connection
(NLIS)                     of NLIS Searches.                                                                                 to contributing service
                           Ensure interface with                        Corporate BVPI 157.                                  databases.
                           CAPS TLC land
                           Charges System

                                                       st
IMG5                        Ensure appropriate        1 quarter 2005    In support of BVPI 157      John Wiltshire           Improve the Information
                           web „front end‟ to                           and Planning BVPIs                                   Systems of the Council
Provide facility for the   include „submission                                                                               to provide good quality
public and developers      wizard‟ and integration                      Meets Pendleton                                      accessible services
to be able to submit       with CAPS/IDOX                               Criteria
planning applications      systems. Interface with                                                                           Enable more efficient
online                     preferred payment                            Customer First                                       document workflow and
                           engine                                                                                            data exchange

IMG6                       Project Management         June 2005         In support of BVPI 157      John Wiltshire           Improve Enforcement
                           and procurement of                           and Highways                                         and Inspection
Introduction of mobile     necessary hardware,                          Management BVPIs            Andrew Darvill           operations by



                                                                       46
technology for            consultancy, licences,                                            facilitating data capture
                                                    Civic Pride Agenda for   Ray Cuthbert
Enforcement and           integration with back                                             in the field and enable
                                                    improving street scene
Inspection teams in the   office systems.                                                   two-way
field                                                                                       communication via
                                                    Richmond Works                          GPRS technology with
                                                                                            Council‟s CRM,
                                                                                            Planning and Contract
                                                                                            Management Systems
                                                                                            Improve Customer
                                                                                            Services




                                                   47
48
Sub Objective           Action                       Target(s)      Performance Indicator    Person responsible for
                                                                                                                      Strategic Plan Cross
                                                                                             achieving
                                                                                                                      Reference
                                                                                                                      CP=Community Plan
                                                                                                                      CSP=Community Safety
                                                                                                                      Plan

IMG7                    Ensure upgrades              April 2005     In support of BVPI 157   John Wiltshire           Civic Pride Agenda.
                        (Oracle 9I, CAPS V.                         for Electronic Service                            Improve information
Integration of CAPS,    3.7) for capatibility with                  Delivery                                          flows on Environmental
IDOX and Confirm to     CRM and                                                                                       defect reports.
the Lagan FRONTLINE     Connectors/adapters
CRM system              are in place                                                                                  Customer First. Enable
                                                                                                                      information flows
                                                                                                                      between core systems
                                                                                                                      and the Environment
                                                                                                                      Contact Centre

IMG8                    On adoption provide          April, 2005    Pendleton Criteria       John Wiltshire           Part of initiative to
                        internet facility to view                                                                     provide an „end to end‟
Implement interactive   UDP proposals map                           BVPI 157 Electronic      Helen Cornforth          planning service online
Unitary Development     and link directly to                        Service Delivery
Plan (UDP) online.      written statement                           BVPI205 Quality of
                        policies. Review                            Service checklist
                        integrity of constarints
                        layers

IMG9                     Draft GIS Strategy and      End 2005       In support of BVPI 157                            Improve accessibilty to
                        specification to enable                     for Electronic Service                            spatial Information
 Procurement and        supplier selection in                       Delivery                 Martin Esom              Systems of the Council
Implementation of       conjunction with ITNET.                                                                       both internally,
Corporate web-based                                                 Civic Pride Agenda       John Wiltshire           agencies and the public
GIS system              Procurement of                                                                                at large via the internet.
                        necessary hardware,                         Customer First           Bob Rye                  To provide good quality
                        software, consultancy                                                                         services
                        and supplier services
                                                                                                                      To contribute to the
                        Phased implementation                                                                         Council‟s Civic Pride
                        and roll out over                                                                             Agenda by allowing
                        Corporate network                                                                             spatial analysis of
                                                                                                                      defects/contraventions
                                                                                                                      to improve the street
                                                                                                                      scene.
                                                                   49
                                                                                                                      Use by Contact Centre
                                                                                                                      to Improve Customer
                                                                                                                      Services
50
SERVICE SPECIFIC OBJECTIVES 2005/6
CUSTOMER SERVICES

Service Specific Objective: To improve the way customers access council services.
Sub Objective            Action                 Target(s)                  Performance              Person responsible
                                                                                                                         Strategic Plan Cross
                                                                           Indicator                for achieving
                                                                                                                         Reference
                                                                                                                         CP=Community Plan
                                                                                                                         CSP=Community
                                                                                                                         Safety Plan

CS1.1                    Monitor user           Ongoing.                   90% of users satisfied   Dawn Cooper          Improve Customer
                         satisfaction and use                              with service received.                        Services
Visitors to council      feedback to improve.
receptions to be
satisfied with the
experience.

CS1.2                    Monitor performance    Ongoing.                   90% callers answered     Dawn Cooper          Improve Customer
                         regularly and use                                 in five rings.                                Services
High quality telephone   feedback to improve.
answering by
switchboard.

CS1.3                    Set up liaison         Quarterly meetings with    Joined up working        Dawn Cooper          Improve Customer
                         arrangements with      agencies.                  arrangements with                             Services
To initiate joined up    agencies like Age                                 external agencies.
working with other       Concern, CAB, DSS to
agencies as a step to    promote joined up
providing one-stop       working.
information services.




                                                                          51
Sub Objective               Action                        Target(s)                      Performance                   Person responsible
                                                                                                                                            Strategic Plan Cross
                                                                                         Indicator                     for achieving
                                                                                                                                            Reference
                                                                                                                                            CP=Community Plan
                                                                                                                                            CSP=Community
                                                                                                                                            Safety Plan

CS1.4                       To future proof the           Timescale will be dictated     To increase                   Debbie Boreham       Improve Customer
                            services in line with the     by implementation of de-       productivity/savings by                            Services
To future proof the         deregulation of the Royal     regulation.                    transferring between
services provided the       Mail services to achieve                                     service providers.
Postal and Support          best value.
Services Section.

CS1.5                       Adjust resourcing levels to   All mail to be opened,         All mail to be opened,        Debbie Boreham       Improve Customer
                            demand, rationalise           sorted and delivered to all    sorted and delivered to all                        Services
To sustain current          courier service across        establishments (including      establishments (including
standards of postal         Council and increase          outlying offices) by 10.30     outlying offices) by 10.30
delivery.                   usage of technology to        each day and all outgoing      each day and all outgoing
                            improve processes,            post received by 5.00 pm       post received by 5.00 pm
                            reporting and cost            to be despatched that          to be despatched that
                            recovery.                     day.                           day.


                                                                                         Percentage achieved,
CS1.6                       Integration of grave          75% visitor satisfaction by                                  Natasha Bradshaw     Improve Customer
                            digging and grounds           September 2005 and                                                                Services
To improve Grounds          maintenance service with      100% by March 2006.
Maintenance in the          an in-house team.
Cemeteries.

                                                                                         Achievement of
CS1.7                       Lanscaping of reclaimed       Site ready for use by          milestones in Project         Natasha Bradshaw     Improve Customer
                            allotment area in             2007.                          Plan.                                              Services
To provide more choice to   Twickenham Cemetery.
customers by providing
children and family grave
options, and graves that
are suitable for Muslim
burials.




                                                                                        52
                                                                                         Customer feedback and
CS1.8                        Review of web site,            September 2005               number of hits on web   Natasha Bradshaw   Improve Customer
                             literature and improved                                     site.                                      Services
To improve access to         links with Registrar of
information about            Births, Marriages and
Cemetery Services.           Deaths.

                                                                                         Complete by deadline
CS1.9                        Develop operating              June 2005                                            Win Whiting        Improve Customer
                             strategy.                                                                                              Services
Prepare for the                                             November 2005                Complete by deadline    Win Whiting
introduction of Registered   Publicity and staff
Partnership Legislation.     training.

                                                                                         Percentage achieved.
CS1.10                       To develop and enhance         To meet at least 95% of                              Win Whiting        Improve Customer
                             civil ceremonies for           the requests for Civic                                                  Services
To provide Civil             naming, re-affirmantion of     Ceremonies.
Ceremonies to meet the       vows and commitment.
public demand.

CS1.11                       To register all notified                                                                               Improve Customer
                             births, still births, deaths                                Percentage achieved.                       Services
To provide a customer        and marriages of those         100%                                                 Win Whiting
centred service for those    who call at the Register
making statutory             Office within the legal
registrations.               time limits.
                                                            Either support and advise    Number of meetings or   Win Whiting
                             Advise and liaise with         at two meetings a year or    bulletins.
                             businesses that are            by way of two
                             licensed for civil             comprehensive
                             marriages.                     information bulletins to
                                                            businesses licensed as
                                                            Approvied Premises for
                                                            Civil Marriages.




                                                                                        53
Community Plan Objective: Enable disabled residents to live more independently in the community.
Sub Objective              Action                    Target(s)                    Performance              Person responsible
                                                                                                                                Strategic Plan Cross
                                                                                  Indicator                for achieving
                                                                                                                                Reference
                                                                                                                                CP=Community Plan
                                                                                                                                CSP=Community
                                                                                                                                Safety Plan

CS4.1                      Obtain funding for and    All Council buildings        Deliver 100% of agreed   Ailsa Rutherford     Improve Customer
                           implement an access       accessed by the public       programme.                                    Services
Implement a programme      improvement programme.    (excluding schools) to be
of access improvements                               made accessible as                                                         Develop and Implement
to Council and community                             defined by the Disability                                                  the Council‟s Equalities
facilities.                                          Discrimination Act.                                                        Management Framework




WASTE AND RECYCLING
Service Specific Objective: To provide a cost effective and customer focussed refuse and recycling service which
progressively and substantially reduces the amount of waste going to landfill
Sub Objective              Action                    Target(s)                    Performance              Person responsible
                                                                                                                                Strategic Plan Cross
                                                                                  Indicator                for achieving
                                                                                                                                Reference
                                                                                                                                CP=Community Plan
                                                                                                                                CSP=Community
                                                                                                                                Safety Plan

WR1                        To develop a waste        Summer 2005                  Approval by Mayor        Malcolm Sharp, Sue
                           strategy in conjunction                                for London               Duckworth
To agree a joint waste     with the WLWA and its
strategy                   constituent boroughs.

WR2                        Review customer           To decrease missed           BVPI 82 a & b            Malcolm Sharp, Sue   Improve Customer



                                                                                 54
                              satisfaction levels        collections by 50%                        Duckworth,                  Services
Ensure the new refuse                                                                 BVPI 84
and recycling contract                                   To          investigate
                              Increase recycling
delivers on-going                                        measures required to
                              tonnages
improvements and                                         achieve a 30%recycling
investigate the benefits                                 rate.
                              Produce an options
of integrating with other
                              report on integration      To report to Cabinet by
street scene services.
                                                         September 2005

WR3                           Expand recycling           300 sites with facilities    BVPI 82a     Esther Lewis, Jo Surcouf,
                              facilities on estates      by March 2006,                            Sara Davarbakhsh
Increase recycling of “dry”                              collecting 600 tonnes
materials to 21% by           Oversee an ongoing         for recycling
                              maintenance
                              programme for
                              recycling sites
                                                         30 sites improved
                              Increase recycling of
                              street cleansing and in-
                              house waste

WR4                           Increase recycling at      Achieve 35% recycling        % achieved   Chris Wardle, Mick
                              Townmead Road in           rate                                      Garstang, Chantelle
Improve facilities and        2005/6                                                               Austin, Esther Lewis
maximise recycling at
Townmead Road and             Examine throughputs                                                  Paul Hutchison, Dean
Twickenham MRF                and consider long term                                               Hobbs, Ronnie Teulon
                              handling options for
                              recyclables

WR5                           Expand the opt in sack     Recycle 6% of green                       Dave Ingham Lydia
                              and wheeled bin            waste by 2005/6                           Broome, Sara Walton
Substantially reduce          garden waste collection
the level of organic
waste going to landfill       Investigate the
                              expansion of the           Increase the home
                              kitchen waste trial        composting rate from



                                                                                     55
                                                50% (WRAP target
                       Deliver the WRAP
                                                55% by end 2006)
                       funded home
                       composting promotion


WR6                    Develop a practicable    Improve EcoAction                       Sue Duckworth, Jane
                       waste minimisation       website to e-govt                       Elmslie, Sara Walton
Deliver an on-going    strategy in compliance   standards
waste reduction        with the RPA findings
programme and                                   Deliver Bin Blitz
promotional campaign   Maintain a waste         scheme to 400 h/hlds
to borough residents   reduction, reuse and
                       recycling marketing      Increase Repaint &
                       strategy                 Scrapstore visits

                       Support the Waste        Deliver real nappy
                       Disposal Scrutiny task   project in partnership
                       Group                    with LB Hounslow

                                                Deliver Recycling
                                                Ranger show to 20+
                                                primary schools

                                                Recruitment of
                                                Environment Asst by
                                                May 2005



Service Specific Objectives 2005/6
Street Scene
Sub Objective          Action                   Target(s)                 Performance   Person responsible
                                                                                                               Strategic Plan Cross
                                                                          Indicator     for achieving
                                                                                                               Reference
                                                                                                               CP=Community Plan
                                                                                                               CSP=Community



                                                                         56
                                                                                                                              Safety Plan

SS1                      To continue the           Improve customer            BVPI or Satisfaction     Malcolm Sharp         Civic Pride
                         progressive               satisfaction                Survey
Street Cleansing         improvement of
                         cleansing services and
                         to integrate with other
                         street scene contracts

SS2                      Increase capacity to      To remove 90% of            LEQ survey               Malcolm Sharp/Allan   Civic Pride
                         remove graffiti           graffiti from sensitive                              Bone
Graffiti removal                                   sites within 24 hours of
                                                   report, and from all
                                                   other sites within 5
                                                   working days.

SS3                      Replace all existing      Complete by 31 March        Installation of 300+     Malcolm Sharp         Civic Pride
                         litter bins (excluding    2006                        litter bins
Litter Bin provision     plastic)

                         Locate litter bins at
                         most bus stops            Complete by 31 March
                                                   2006

SS4                      Introduce Fly Tip         Improve customer            Satisfaction survey      Malcolm Sharp/Allan   Civic Pride
                         removal service           satisfaction                                         Bone
Fly Tipping initiative

SS5                      Reduce environmental      Improve customer            Satisfaction survey      Malcolm Sharp/Allan   Civic Pride
                         crime                     satisfaction                                         Bone
Enforcement
                                                   Issue Fixed Penalty
                                                   notices

                                                   Prosecute successfully      No failed prosecutions




                                                                              57
SS6                       To provide cleansing   Improve customer           LEQ survey             Malcolm Sharp        Civic Pride
                          services to meet the   satisfaction
Area Champions and        demands of Area                                   Success of Area
Specialist Cleaning       Champions.                                        Champions scheme

                          To remove chewing
                          gum and undertake
                          other non-scheduled
                          cleaning.




SERVICE SPECIFIC OBJECTIVES 2005/6

SPECIAL PROJECTS

Service Specific Objective: To provide a cost effective and customer focused service that improves the environment within the
Borough by reducing the levels of aircraft noise and air pollution and ensuring the remediation of contaminated land
Sub Objective             Action                 Target(s)                  Performance            Person responsible   Strategic Plan Cross
                                                                            Indicator              for achieving        Reference

                                                                                                                        CP=Community Plan

                                                                                                                        CSP=Community
                                                                                                                        Safety Plan

Contaminated Land

Provision of              1.                     Response time to be        Percentage of          Nikolay Vasilev      Contaminated Land
environmental                                    within 20 days             enquiries within the                        Strategy (CLS),
information to external   Timely handling of     (exceptionally up to 40    target time                                 LBRUT, 2000
requests and technical    requests concerning    days)
advice on planning        land contamination                                BV216a and BV216b                           Environmental
applications to           including on                                                                                  Information
Development Control       preplanning



                                                                           58
and Building Control      consultations                                                                      Regulations, 2004

                          2.

                          Ensure that all planning
                          referrals are dealt with
                          within the specified                                                               Planning Policy
                                                     14 days
                          time limit                                                                         Statement 23 (PPS23)

                                                                                                             Building Regulations
                                                                                                             C1


Ensuring cost effective   1.                         Quarterly            Achievement of   Nikolay Vasilev   CL S, LBRUT, 2000
and progressive                                                          targets
implementation of the     Providing an updated
Contaminated Land         dataset on potentially
Inspection across the     contaminated land to
Borough, maximizing       DC/BC for planning
opportunities for         decisions
outside funding for any
remediation.              2.

                          a) Completion of the
                          historical land use data
                          compilation                                                      Nikolay Vasilev   CL S, LBRUT, 2000

                          b) analysis and            a) December 2005
                          production of a priority
                          list with specific
                          properties for further
                          detailed inspection

                                                     b) December 2005

Night Flights




                                                                        59
To promote an end to        To work with other       Obtain Cabinet and            Achievement of
                                                                                                                John Coates      The Council‟s UDP
night flights which use     Boroughs and Council     O&S involvement with          submission of the
                                                                                                                                 policy is that night
Heathrow airport            Members to compile a     the writing of a              consultation response
                                                                                                                Carol Lee        flights should end.
                            robust response on the   response.                     within the DfT time limit
                            forthcoming Stage 2 of                                 (estimated to be April
                                                                                                                                 UDP: STG 12; BLT 29;
                            the night flight                                       05).
                                                                                                                                 BLT 30; TRN 29
                            consultation.


Air Quality

To ensure that air          Collect pollution        To publish annually the
                                                                                   a) Report percentage         John Coates      Part IV of the
quality monitoring in the   monitoring data by       levels of air pollution in
                                                                                   data capture for year of                      Environment Act 1995
Borough complies with       maintaining the          the Borough, as judged
                                                                                   2005, by end March           Carol Lee
the National Air Quality    equipment to national    against national
                                                                                   2006.
Standards, and              audit standards          objective standards.
objectives.                                          Data capture must
                                                                                   b) Report compliance                          U.K. Air Quality
                                                     exceed 75% for a valid
                                                                                   of air quality for year of                    Regulations, 2000
                                                     annual average.
                                                                                   2005 by end March
                                                                                   2006 (draft results, as                       Air Quality Action Plan,
                                                                                   full ratification takes a                     LBRUT
                                                                                   lot longer).
                                                     Improve the „air quality‟
                                                     section on the Council
                                                     web site, to e-govt
                                                     standards                     Maintain public access
                                                                                   to updated monitoring
                                                     Visit schools to              data on the Council          Mandy Cotterel
                                                     promote the need to           web site.
                                                     improve air quality in                                     John Wiltshire
                                                     the borough – in liaison
                                                     with Eco-action and the
                                                     School Travel Plan
                                                     section
                                                                                   Minimum 3 schools per
                                                                                   year




                                                                                  60
                                                                                                                             The visits are identified
                                                                                                                             in the Air Quality Action
                                                                                                                             Plan



APPENDIX 1

Consultation Programme 2005/6 Development & Street Scene
Service             Aim                       To be consulted            Methodology               Use of results            Timing
All sections        To consult with staff     All D & SS staff           Focus groups              To improve and monitor    Annually
                    about their experiences                                                        the consistency of the    (April 2003)
                    with the appraisal                                                             current appraisal
                    system                                                                         system
Customer Services   To test out the quality   Mystery shoppers           Telephone enquiries       To highlight areas        Annually
                    of the Council‟s                                     and visits to reception   where services could
                    reception services                                   made over a two-month     be improved
                                                                         period to pose
                                                                         questions and queries
                                                                         to staff. Accuracy and
                                                                         quality of response is
                                                                         recorded
Customer Services   To ensure services        All customers to the       Survey to be handed       To highlight areas that   Continuous
                    provided by the           Council reception areas    out to all customers      may not promote
                    department provide                                                             convenient access
                    convenient access to
                    users and potential
                    users whilst promoting
                    equality of opportunity
                    meeting DDA
Customer Services   To set up liaison         Other agencies             Meetings to arrange       To work towards           Continuous
                    arrangements with                                    how to effectively        providing a one-stop
                    other agencies like Age                              together to provide       shop of information
                    Concern, CAB, DSS, to                                customers with all the



                                                                        61
                    promote joined up                                   information they may
                    working                                             require in one place
Customer Services   Planning support         Callers to the Planning    Mystery Shoppers       To work towards           Monthly
                    centre/Environment       Support                    Telephone Survey       increasing the amount
                    Contact Centre to        Centre/Environment                                of required information
                    survey callers to find   Contact Centre                                    that is available for
                    out what they thought                                                      callers
                    of the service




                                                                       62
Service                Aim                       To be consulted           Methodology             Use of results           Timing



Postal Services        To ensure that we         All other Council         Meetings/               To have knowledge of     Annually
                       understand customer       departments               Questionnaire with      customer requirements
                       requirements and that                               responsible person in   and adjust resourcing
                       they understand the                                 the department          levels to demand,
                       service level agreement                                                     rationalise courier
                       and re-charge policy                                                        service across the
                                                                                                   council
Richmond in business   To have a dialogue with   Local businesses          Events facilitated by   Part of the Council‟s    Programme of events
                       local businesses to       through the Chamber of    RiB                     commitment to engage
                       present the               Commerce and                                      with local community
                       department‟s work and     Richmond in Business
                       give them an
                       opportunity to discuss
                       their concerns and
                       priorities
Richmond in Business   To set up a database of   Local businesses          E-mailed business       Will inform Best Value   Twice a year
                       borough based                                       panel                   Reviews and other
                       businesses that can be                                                      initiatives
                       consulted via e-mail
                       questionnaires on a
                       variety of topics




                                                                          63
Service                Aim                         To be consulted           Methodology                Use of results            Timing
Commercial             Feedback on                 Existing and potential    Street Survey              To identify new           Bi-annually
Environmental Health   knowledge of service        service users                                        customer needs and
                                                                                                        raise awareness
Commercial             Feedback on                 Businesses receiving      Business Satisfaction      To monitor quality of     Bi-annually
Environmental Health   satisfaction following an   programmed food           survey                     inspection process
                       inspection                  safety inspection
Commercial EH          Feedback on                 Customers using           Customer Satisfaction      To monitor quality of     Bi-annually
                       satisfaction with           service                   survey                     service delivery
                       handling service
                       requests
Commercial EH          To understand needs of      Small businesses          Business Priority          Prioritise resources to   Future events
                       small businesses                                      Survey                     meet identified needs     organised by RIB
Commercial EH          Forum for information       Business members of       Business Seminar           Improve business          Annually
                       giving and discussion       RIB                                                  relations and impart
                                                                                                        topical information
Commercial EH          Information-giving          Businesses                Newsletters                Provide feedback and
                                                                                 Food Safety           information.              Twice yearly
                                                                                 H&S                                             Twice yearly
                                                                                 Enrichment via                                  Quarterly
                                                                                    RiB
Consumer Protection    To learn how to access      Partners in the           Focus Groups               To better Target          To be organised
(Trading Standards,    hard to reach groups in     voluntary sector                                     Resources to meet the
Commercial EH,         the community                                                                    needs of all groups in
Licensing)                                                                                              the community
Trading Standards      To assess the               Complainants              Survey sent to all those   To ensure that the        Bi-annually
                       satisfaction of all those                             who make complaints        complainants are
                       who make a complaint                                  to the investigation       satisfied with the
                       to the investigation                                  service over a one         process
                       service                                               month period
Trading Standards      To assess the               Traders                   Survey sent out to all     To improve inspection     Bi-annually
                       satisfaction of traders                               those who have been        process if there is a
                       with the inspection                                   inspected in the last      need to
                       process                                               two months
Trading Standards      To gather feedback          Users and non users       Street survey carried      To identify any new       Annually
                       from potential and                                    out where users and        needs and to raise


                                                                            64
            existing users about                                  non-users answer          awareness of the
            knowledge of the                                      questions directly        service
            current service
            provision
Service     Aim                        To be consulted            Methodology               Use of results             Timing
Licensing   Feedback on                Existing and potential     Street Survey             To identify new            Annually
            knowledge of service of    users                                                customer needs and
            users and non-users                                                             raise awareness about
                                                                                            service
Licensing   To consult with            Licensees and potential    Joint Richmond in         To improve our links       Annually
            businesses to identify     licensees                  Business/Licensing        with licensees and to
            areas of need                                         Team Forum delivering     provide a forum to raise
                                                                  training/information on   issues of mutual
                                                                  requirements and best     concern which should
                                                                  practice in partnership   enhance our working
                                                                  with complementary        relationships and be of
                                                                  service providers and     benefit to our
                                                                  regulators                respective stakeholders
Licensing   Feedback on                Existing and potential     Street Survey             To identify new            Annually
            knowledge of service of    users                                                customer needs and
            users and non-users                                                             raise awareness about
                                                                                            service
Licensing   To consult with            Licensees and potential    Joint Richmond in         To improve our links       Annually
            businesses to identify     licensees                  Business/Licensing        with licensees and to
            areas of need                                         Team Forum delivering     provide a forum to raise
                                                                  training/information on   issues of mutual
                                                                  requirements and best     concern which should
                                                                  practice in partnership   enhance our working
                                                                  with complementary        relationships and be of
                                                                  service providers and     benefit to our
                                                                  regulators                respective stakeholders
Licensing   To find out the views of   All objectors              Postal Survey             To monitor satisfaction    Each Licensing sub-
            objectors to matters                                                            of the administrative      committee
            before the Licensing                                                            and decision making
            Sub-Committee and the                                                           process and to make
            pre-committee service                                                           improvements
            received from the                                                               according to
            licensing officers                                                              responses.


                                                                 65
Service               Aim                        To be consulted             Methodology              Use of results             Timing
Registrars            To ensure on-going         People who register         Questionnaire handed     To ensure that service     Annually
                      improvement to             their partnership at the    or mailed out            improvements are
                      services and customer      Register Office or                                   made in line with
                      satisfaction               Approved Premises,                                   customer
                                                 persons who had a
                                                 Naming, Renewal or
                                                 Commitment
                                                 Ceremony.
Building Control      To develop a dialogue      Business community          Future event to be       To improve the             Date to be confirmed
                      with business              representatives and         organised by Richmond    understanding of
                      community                  other stakeholders          in Business (RiB)        enforcement practices
                      representatives to
                      improve understanding
                      of enforcement
                      practices
Building Control      To obtain feedback         Building Control            Postal survey of         To improve services        Annually
                      from Building Control      customers                   customers                and efficiency
                      customers about the
                      services they receive,
                      and to identify ways in
                      which the service could
                      be improved
Land Charges          To obtain feedback         Land Charges                Questionnaire sent out   To identify the needs of   Annually
                      from land charges          customers                   to Land Charges          users and improve
                      customers                                              customers                service in light of
                                                                                                      findings
Development Control   To ascertain users         Users of service            Telephone interviews     To ensure that the         Quarterly
                      views of the Planning                                                           Planning Support
                      Support Centre about                                                            Officers are meeting
                      the service they receive                                                        the needs of users
Development Control   To find out what third     Third parties making        Questionnaire to be      Review service             Annually
                      parties making             representations to          sent                     provision
                      representations to         planning applications
                      planning applications      after an application has
                      think about                been determined
                      Development Control


                                                                            66
                     Service

Policy and           To hold further          Local groups and    Panel          Input to review of       Annually - July
Design/Development   consultative Panel       agents                             Planning Improvement
Control              meetings for local                                          Plan
                     groups and applicants

Policy and Design    As part of preparation
                     of Statement of
                     Community
                     Involvement
                                              Local groups        Reply form     Input to public          March 2005
                     -   Update data base                                        consultation methods
                         of groups and seek
                         service feedback
                                              Local groups        Forums         Input to public          April 2005
                     -    Forums to review                                       consultation methods
                         service
                                              All stakeholders    To be agreed
                     Local development                                           Input into LDF process
                     Framewortk issues
                     stage                                                                                October 2005




                                                                 67
Service               Aim                     To be consulted             Methodology           Use of results              Timing
Development Control   BV 111 satisfaction     All planning applicants     Planning Survey       To measure applicant        BVPI survey to be
                      with the planning       or agents of applicants     Questionnaire to be   satisfaction levels of      carried out for
                      service by those        who have received a         sent out              the service and             applicants
                      making a planning       decision letter on their                          respond where
                      application             application                                       appropriate to criticisms
All D & SS Services   Comment Cards           Users of the service        Comment / Feedback    To obtain feedback on       Continuous
                                              and visitors to the         cards                 services
                                              Council
All D & SS Services   Website                 All those who visit our     Electronic feedback   To obtain feedback          Continuous
                                              website                     forms                 from users on the
                                                                                                usefulness of the
                                                                                                website
All D & SS            Complaints Monitoring   All complainants            Feedback forms        To obtain feedback          Continuous
Services              Form                                                                      from complainants
                                                                                                about the handling of
                                                                                                the complaint




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