APPENDIX 1

ISLE OF WIGHT COUNCIL

QUARTERLY PERFORMANCE MANAGEMENT REPORT

SELECT COMMITTEE REPORT – SOCIAL SERVICES, HOUSING & BENEFITS

FOURTH QUARTER – 1^ST JANUARY TO 31^ST MARCH 2004

Quarterly Performance Management Report

select committee Social Services, Housing & Benefits

Quarter 4 January – March 2004

Contents

Section 1 : Summary Page 3 - 4

1.1 Performance Summary:

· Performance Indicators – KPI’s & PSA Targets

1.2 Priority Improvement Areas Page 4

1.3 Best Value Reviews Page 5

Section 2 : Performance Management & Assessment Page 6

Including information on the following areas

· Key Achievements for the Quarter Page 7

· Areas to Watch and action to be taken Page 7

· Updates on Areas to Watch reported in Q1 – Q2 – Q3 Page 8

· Performance Management Indicators – KPI’s & PSA Targets Page 9 - 11

Section 3 : Corporate Actions Page 12

Summary report of those key actions achieved and those that are on-going, as of the 31^st March 2004.

Section 4 : Finance Report Page 13

Revenue & Capital Report

SECTION 1 : Summary - Quarterly Performance Management Report - Q4 (January to March 2004)

Performance Summary :–

1.1 Performance Indicators

Summary provides information for all of the Performance Indicator Targets by Portfolio for the past year 2003-04

The first table presents those Performance Indicators that refer to the Select Committee. There are 9 indicators:

• Key PI Quarterly Basket - (4 key performance indicators)
• Public Service Agreement - (4 targets)
• Annual Action Statement - (0 targets not covered elsewhere)

Performance Indicators by Type

	No. of Indicators	Target Achieved	Target Not Achieved	Information Not Provided	DELETED INDICATORS
KPI Basket Targets Social Services & Housing	4	0	4	-	-
Public Service Agreement Targets Social Services & Housing	4	2	2	-	-
Annual Action Statement Targets Social Services & Housing	0	0	0	-	-
TOTAL	8	2 (25%)	6 (75%)

Table 2 provides a snapshot of all of the 58 performance indicators and presents these against the relevant corporate objective.

Performance Indicators by Corporate Objective

Corporate Objective	No. of Indicators	Target Achieved	Target Not Achieved	Information Not Provided	DELETED INDICATORS
Improving health, housing and quality of life for all	9	2 (22%)	7 (78%)	0 (0%)	-
Encouraging job creation & prosperity	5	4 (80%)	1 (20%)	0 (0%)	-
Raising education standards and promoting lifelong learning	8	6 (75%)	2 (25%)	0 (0%)	-
Creating safe & crime-free communities	8	6 (75%)	2 (25%)	0 (0%)	-
Improving public transport and the highways infrastructure	7	2 (28.6%)	3 (42.8%)	0 (0%)	2 (28.6%) KPI 19-20
Protecting the Island’s physical environment	6	6 (100%)	0 (0%)	0 (0%)	-
IWC Corporate Health	15	7 (46.6%)	7 (46.6%)	1 (6.7%)	-
TOTAL	58	33 (56.9%)	22 (37.9%)	1 (1.7%)	2 (3.5%)

1.2 Priority Improvement Areas

Through the CPA process last year, there were a number of service areas that were highlighted as areas for improvement. To progress these areas for improvement and identify support needed from across the Council a framework has been devised beginning with initial briefing sessions to help scope the area for support and improvement. Action Plan summaries will then be produced, monitoring of which will be through this section in the Quarterly Performance Management Report.

· Homelessness

Continuing improvements have been made in the area of homelessness. The PSA target for removing families with children from bed and breakfast has been achieved. Peer review from Beacon homelessness authorities indicates that many of the recent improvements have been effective and the service is on track for an improved rating.

· Housing Benefits

The Benefits Fraud Inspectorate have expressed themselves satisfied with the Councils action plan and response to the inspection report. A number of other positive factors point to an improving service, including:

· ICT upgrade and a new computer system is now in place (19 January). Two of the three Key Performance Indicators demonstrate improvement in performance, however all three KPI’s that relate to the Service area did not achieve the Target for the year 2003-04 (Please refer to Page 9 KPI’s, 2, 3 & 4)

· Significant improvement in treatment of overpayments has attracted BFI praise

· BFI performance improvement team will start work shortly

· New management post filled from 1^st June (focus on customer services, training and development)

1.3 Best Value Reviews

· Benefits

A combined improvement plan, incorporating issues from the Best Value review and the work of the Benefit Fraud Inspectors, is being finalised.

SECTION 2 : PERFORMANCE MANAGEMENT & ASSESSMENT – BY PORTFOLIO

This section of the report shows the progress and achievements that have been made in each of the Portfolio’s of the Council. The report records and demonstrates:

• The key achievements for the Quarter
• The identified Areas to Watch and the agreed action to be taken
• Updates on the previously recorded Areas to Watch from Quarters 1, 2 & 3
• Performance Management Information - updates on the Key Performance Indicators (KPI’s) and PSA targets

How are targets judged?

Has the Target been achieved?:

- will be ‘yes’ if the year end target has been met/achieved. (This applies to most targets, some may work differently).

- will be ‘no’ if the target has not been achieved

The comments box can be used by services to explain data. Some targets compare themselves with the same quarter a year ago to eliminate effects of seasonality.

Level of performance against previous quarter:

• will be ‘higher’ if the level of performance is 10% or more higher than previous quarter ì
• will be ‘no change’ if the level of performance is within 10% either way of previous quarter è

· will be ‘lower’ if the level of performance is 10% or more lower than previous quarter î

Assessment of Performance for the Year

Compares the actual performance to the Target for year end:

J Indicates that the target is achieved or exceeded

L Indicates that the target is not achieved

Year end Actual

This figure is expressed as either:

· the cumulative Total for the year - (Q1+Q2+Q3+Q4)

· or, the Average for the year – (Q1+Q2+Q3+Q4) divided by 4

PORTFOLIO: SOCIAL SERVICES & HOUSING

CORPORATE OBJECTIVE: Improving health, housing & the quality of life

KEY ACHIEVEMENTS QUARTER 4

Portfolio - Social Services & Housing

Corporate Objective - Improving health, housing & quality of life

• Successful bid for Children’s Centres linked to the Family Resource Service now located centrally in newly refurbished building-Children’s Services

• The staff vacancy level for Children’s Services is now below 2%, which is the best vacancy level in the region-Children’s Services

• Awarding of a new Meals on Wheels tender-Adult Services

• Registered home owners court case is now no longer proceeding-Adult Services

• The service has over-achieved its target of a reduction to 7 people for Delayed Discharges, having reduced from 12.69 people in quarter 3 to 0 in quarter 4-Adult Services

• Achievement of bed and breakfast target for families with children-Housing Services

• Implementing Flare software system – Flare Software links to the Housing Renewal function. It will enable the better tracking of applications for, and the allocation of grant funding for renewal projects-Housing Services

• Implementation of SCOUT, the new common housing register that has enabled joint working with the Island’s Housing Associations-Housing Services

• The development and introduction of Section 31 Agreement with the Integrated Community Equipment Service (ICES)-Housing Services

QUARTER 4 - AREAS TO WATCH

Areas to Watch	Action taken / to be taken
Pressure on and the business processes of our “front door” services-Children’s Services	Action plan in place which will form part of the forthcoming Inspection Action Plan.
Dealing with young people with challenging behaviour including those with Attention Deficit Hyperactivity Disorder-Children’s Services	Services planned to enhance provision in this area will form part of the forthcoming Inspection Action Plan.
Occupational therapy-Housing Services	Need to sign a Section 31 Agreement (to set up a pooled budget) to enable the integration of Hospital and Social Services & Housing Occupational Therapists.

AREAS TO WATCH – UPDATES FROM THE PREVIOUS QUARTERS

	AREA TO WATCH	ACTION TAKEN	PREVIOUS QUARTERLY UPDATE	NEW QUARTERLY UPDATE
Q1 Q2 Q3 Q4	The Directorate is expected to reduce the number of placements made in residential and nursing homes and support people at home with intensive home care. The difficulty is the current lack of home care provision-Adult Services	The hourly rate we pay for providers for home care has been increased to try and push up the wages and attract more people to this area of work.	Still an area of concern and plans for managing this are moving forward. Revised commissioning strategy agreed with the PCT. Tendering process for block locality contracts to start in May 2005.	Block contracts have been developed with all homecare providers. There is now an Admissions Panel in place that meets on a weekly basis. Nursing Homes have agreed a set price for the next two years, which is a great achievement.
Q3 Q4	Educational Performance of Looked After Children-Children’s Services	Work is in hand to enhance performance in this regard through the Looked After Children Education Service; introduction of School Liaison Officer; focus on ensuring Personal Education Plans in place for all children and targeting support to individual children, especially at a younger age. There will be an ongoing review of performance in this area through the Development and Improvement Statement and the LPSA agreement.	Improved performance in completion of PEPS. Reporting of performance to Members LACES working group more robust.	Staffing changes in LACES group have led to some destabilisation and an opportunity to review current structure
Q1 Q2 Q3 Q4	Key benefits performance indicators below Government targets-Benefits	Close performance monitoring, improved ICT capacity, review of structures, implementation of Best Value Review and Benefit Fraud Inspection recommendations (when received)	Further slippage in ICT upgrade – now expected up and running in January	ICT upgrade now complete and has resulted in improved performance

Corporate Priority (Corporate Plan 2002 to 2005)	KPI Description	Actual 2002 / 3	Q1 Apr-Jun 2003	Q2 July-Sept 2003	Q3 Oct-Dec 2003	Q4 Jan-Mar 2004	Target for 2003 / 04	Performance assessment for the year Year end Actual	Comments
			Performance against the previous Quarter				Target Achieved
Protecting and providing for vulnerable adults & children	1. The number of looked after children per 10,000 less than 18yrs at end of quarter	56.7	57.6	60.9	58.4	60.9	55	L Average = 58.8	Small numbers disproportionately affect percentages. Our LAC figures are relatively stable compared with national figures
				è	è	è	No
Cutting deprivation & social exclusion	2. Benefits – average calendar days this quarter to process a new housing benefits claim	64.9	78.6	75.73	69.9 days	59.5 days	36	L Average = 70.9	New computer system is now operational from the 19 January. Increased sickness levels experienced during March.
				è	è	ì	No
	3. Benefits - % of renewal housing benefit claims this quarter processed on time	78.53%	67.96%	71.13%	71.8%	79.44%	83%	L Average = 72.6%	New computer system is now operational from the 19 January. Increased sickness levels experienced during March.
				è	è	ì	No
	4. Benefits - % of new housing benefit claims this quarter determined within 14 days of receipt of all necessary information	N/a	59.04%	58.37%	61.8%	60.71%	64%	L Average = 60%	New computer system is now operational from the 19 January. Increased sickness levels experienced during March. Year end average = 60%
				è	è	è	No

PERFORMANCE MANAGEMENT INFORMATION – KEY PERFORMANCE INDICATORS

PSA TARGETS

Corporate Objective	CPSA Target	PSA Target Summary	Q1 Data	Q2 Data	Q3 Data	Q4 Data	Year Target	Comments
							Target Achieved
Improving health, housing & quality of life for all Yes	4. Housing	Reduce the number of families with children & other households in B&B accommodation	56	58	38	21	26	Target has been achieved and good progress made in reducing the numbers of families in B&B accommodation
							Yes
	5. Social Services	Rehabilitation care for the older people & a reduction in delay of discharges from hospital	D41- 37.56 C28 – 5.8 C26 – 67.3	D41-12 C28-7.9 C26-144	D41 –12.69 C28 – 8.9 C26 - 113	D41 – 0 C28 – 9.1 C26 - 107	D41 – 7 C28 – 7.36 C26 - 96	Availability of home care a problem but a Strategy is in place to improve. Although the situation remains a risk, incremental progress has been made in reducing admissions and increasing intensive homecare. Transformational progress from year 2005-06 from the restructuring of home care and the introduction of additional extra care & sheltered housing projects. D41 = Delayed transfers of care from hospital this part of the target has been over-achieved. No delayed discharges were reported in Q4, testimony to the hard and dedicated work of the service areas involved. C28 = Intensive Home Care – improvements in the levels of this provision has reached a new high. As a PAF figure, this is captured in the September HH1 return sample week and so none of the subsequent improvements will count in the final result C26 = Admission of supported residents aged 65 yrs or over, to residential care/nursing care. The estimated population over 65 years is increasing & the average age on admission is rising.
							No Only the first part of this PSA target has been achieved

Corporate Objective		CPSA Target		PSA Target Summary		Q1 Data		Q2 Data		Q3 Data		Q4 Data		Year Target		Comments
														Target Achieved
Raising Education Standards & Promoting Lifelong Learning	6. Social Services		A4-the % of those young people who were looked after on 1 April in their 17^th year who were engaged in education, training or employment at the age of 19 QP8-the proportion of looked after children obtaining 5 GCSEs at Grades A*-C- during the most recent school year as a ratio of the proportion of all children in the local authority achieving this standard		A4– 64.7% QP8 - 18.8%		A4 – 65% QP8 -14%		A4–53% QP8– 0%		A4–52% QP8–33%		A4–57% QP8–46%		QP8 – this years target equates with the non stretch target which can be expected due to the short time that the teacher has been in post. We expect to achieve the target in Q2 2004-05. The risks associated with the volatility of the cohort group and the sudden school exclusions can significantly impact on the figure.
													No
Improving health, housing & quality of life for all	7. Social Services		Increase the number of young people who are getting treatment for drug or alcohol dependency (Drug Action Team)		Information not supplied		440 persons = total Q1&Q2		201 persons		48 persons		852 by 31 March 2006		The project achieved – 689 young people receiving treatment. The project has now achieved 81% of its project life target (31^st March 2006)
													Yes

SECTION 3 : CORPORATE ACTIONS

Significant progress has been made on the Corporate Actions, which includes the Comprehensive Performance Assessment (CPA) Improvement Plan, Annual Action Statement Actions and Actions in response to the District Audit Letter. This section of the Report records the highlights of some of the key actions that have been achieved by the 31^st March 2004 and those that are on-going through 2004-05. A full listing of all of the Corporate Actions that are on-going and to be carried forward through 2004-05 will be available for viewing on the Council’s Intranet at the following link: direction/performance/quarterly performance management reports/

CPA Improvement Plan Actions – None identified for Social Services, Housing & Benefits

Annual Action Statement Actions by Directorate

Social Services & Housing

Achievements

• Children’s Services has been re-structured.
• There has been a reduction in the number of elderly people whose discharge from hospital is delayed.
• A Private Sector Housing Renewal Strategy has been adopted.
• There has been a reduction in the use of B&B accommodation for homeless families with children.
• Supporting People steady state has been implemented.

Not achieved by the 31^st March and to be carried forward into 2004-05

• Maintain steps to improve the recruitment and retention of the child-care social work staff to provide quality services to children and families.
• Implement a new Commissioning Strategy for Older People.
• Adopt new policy guidance for social housing provision on new development sites.

Actions in response to the District Audit Letter – None identified for Social Services, Housing & Benefits

SECTION 4 : FINANCE REPORT

4.1 : Revenue Budget Monitor by Portfolio – to the 31^st of March 2004

Social Services & Housing
Social Services	Cost pressures include £148,000 from the loss of Promoting Independence grant last year which is still an issue. The Independent Living Resources Centres are important in reducing bed blocking and promoting independence. A savings requirement of £44,000 is yet to be formally identified. However, due to savings elsewhere in the service area, namely Children’s Services, at present it is projected that there will be a net service under spend of £5,000. The largest unknown item at present is the level of residential care client contributions due to changes in the benefit system from October 03 relating to Pension Credit and Residential Allowance which has resulted in financial assessments being undertaken for affected clients. It is anticipated that the full impact of this on the budget for residential care will not be fully evident until the final adjustments for the financial year have been made.
Housing	Current net projected overspend of £158,000. This is mainly due to the Homelessness budget and spending on leasing which should result in lower B&B spending. A lower level of net spending as a result of this strategy should be evident in the next financial year.
Housing Benefits	Housing Benefit expenditure is currently in line with budget expectations for the year. Income in the form of a Government subsidy is received monthly on account, and is based on previous year’s figures until the external audit is complete. The final settlement is received after the year end, but the appropriate adjustments are taken into account in closing the accounts for the year

4.2 : Capital Expenditure

A list of capital spending against budget in 2003-04 on a summarised version for the services provided by this Select Committee is available by clicking on the following link:

http://wightnet2000.iow.gov.uk/directorates/finance/finance_business_services/images/OldYearExecComCapitalByCommitteeReport.pdf

Fuller details, on a project by project basis, are also available on the Financial Services intranet pages.