PAPER B1

Purpose : For Decision

REPORT TO THE CABINET

Date : 22 November 2005

Title: SECOND Quarterly Performance Management REPORT (2005-06)

REPORT OF THE CABINET MEMBER FOR RESOURCES, AUDIT, AN EFFICIENT COUNCIL AND CUSTOMER CHAMPION

IMPLEMENTATION DATE: 2 December 2005

PURPOSE

1. To review the performance of the council against a number of reported criteria in order to enable in year decisions to address under performance.

This is an exception report, which includes performance indicators that have missed quarterly targets by more than 5% and includes those indicators where performance has exceeded the target by 5% or more. The complete Quarterly Performance Management Report is available at

http://wightnet2000.iow.gov.uk/direction/performance/2iwcperfo.asp

BACKGROUND

2. The Quarterly Performance Management Report has been produced since August 2003 as part of the Council’s overall performance management framework. It gives a snapshot of the Council’s performance across all its services for the three months preceding the report

3. It highlights areas of under performance and enables in year decisions to improve performance.

4. This is the second Quarterly Performance Management Report (QPMR) for 2005-06 covering the period 1^st July to the 30^th September 2005.It identifies:

· All strategic risks which are assessed as high risk

· Exception reporting of a basket of performance indicators and PSA Targets selected to give an overview of the council’s performance

· Trend data of the previous three quarters for each performance indicator

5. Performance Indicators & PSA Targets

Progress is being made to improve performance within the basket of performance indicators. Of those performance indicators that can be calculated quarterly 34 out of 69 (49.2%) achieved or exceeded quarterly targets, which is a reduction on the previous quarters out-turns where 61% achieved or exceeded targets. Of the nine current PSA Targets, 3 have achieved and exceeded targets.

6. However, 22 out of 69 (31.9%) performance indicators are below their quarterly targets by more than 5%. Last quarter 12 (17.4%) of the performance indicators were below the quarterly targets. Of these 12 indicators 7 are still below their target this quarter and they have been identified in this report. The other 5 are now performing on or above target.

7. In terms of the PSA targets, 1 of the 9 missed the quarterly target by more than 5% and 3 had no data supplied. The 22 under performing indicators and 1 PSA target are listed below:

8. The arrows in the tables relate to the actual performance of the quarter against the target. Trend data is provided for four quarters where available.

KPI – CHILDRENS SERVICES – Cllr Patrick Joyce

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
2. Percentage of half days missed this quarter due to total absence in secondary schools maintained by the local education authority (BVPI 45) Reported as exception last quarter	7.5%	7.2%	8.78%	8.56%	7.76%	7%	Authorised absence was 6.08% Unauthorised absence was 1.68% Trend direction is good but the figures still exceed the annual target
	(7%)	(7%)	(7%)	(7%)	(7%)
	î	è	î	î	î	7.79%
3. The number of looked after children per 10,000 less than 18yrs at end of quarter (Delivery Improvement Statement (DIS) Indicator)	57.9	53.8	59	59.6	64.7	57	High demand leading to overstretched resources This has led to extreme difficulties in allocating cases – many of them with high risk elements. Whilst it is being monitored, the impact of our most vulnerable children not receiving timely services inevitably leads to more crisis driven work. Without additional resources this is unlikely to improve
	(59)	(58)	(57)	(60)	(59)
	ì	ì	è	ì	î	60.5

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
4. The number of looked after foster care children placed on the mainland excluding placed for adoption & with family or friends (DIS Indicator)	18	18	21	20	29	17	High demand leading to overstretched resources This has led to extreme difficulties in allocating cases – many of them with high risk elements. Whilst it is being monitored, the impact of our most vulnerable children not receiving timely services inevitably leads to more crisis driven work. Without additional resources this is unlikely to improve
	(20)	(19)	(17)	(22)	(20)
	ì	ì	î	ì	î	22

KPI – ISLAND’S ECONOMY, REGENERATION, TOURISM & LEISURE – Cllr Tim Hunter-Henderson

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
5. Number of registered providers on the DMS (Destination Management System) – this system collates all data on the Islands Tourism providers. The information is used by the TIC’s and is also found on the “island-breaks” website (Local Indicator)	18	31	13	47	10	950	Registration department resources have been focused on the implementation of an upgraded DMS over the last three months and therefore ‘registration drives’ have not been active. There are a number of registrations pending application for national accommodation grading schemes.
	(25)	(25)	(30)	(22)	(25)
	î	ì	î	ì	î	863
6. Number of visitors to the www.islandbreaks web site (Local Indicator)	184,455	44,301	117,941	156,000	157,133	480,000	Year to date figures 5% down. Expect uplift in Q3 & Q4
	(180,000)	(50,000)	(140,000)	(150,000)	(180,000)
	ì	î	î	ì	î	532,697

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)		Q4 - 2005 Jan-Mar (profile)		Q1 - 2005 Apr- June (profile)		Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile					ìèî			Actual 2004-05
9. Number of Visits this quarter to IWC managed Sports & Leisure Facilities (Local Indicator)	New Indicator – No data						173,627	166,995	684,546	Whilst down against the Q2 target the number of visits is virtually the same as the corresponding period in 2004/05. The main difference is at the Heights (reduction in casual swims – attributable to good weather) and Medina Theatre ( reduced summer programme)
							(171,136)	(177,981)
							ì	î	742,099
12. Average number of leisure centre visits per One Card holder this quarter (Local Indicator)	12.4		11.9		13.8		12.3	9.5	12.9	The average is generally expected to be down in the summer quarter as holiday makers with a holiday card are not counted in these statistics and one card holders may also be away on holiday.
	(11.5)		(11.0)		(15.5)		(13.6)	(11.5)
	ì		ì		î		ì	î	12.99
13.Number of physical visits per 1,000 population to public library premises (BVPI 117)	2,134		1,867		1,916		1,876	1,875	8,000	Branch opening hours were reduced by 10% from the beginning of July. The population figure on which the calculation is based increased to 138,400 in this quarter. Also charging for the People’s Network commenced in August 2005, leading to a reduction in PN use. The autumn months are traditionally busy in public libraries, and we are looking for some improvement in the next quarter.
	(1,950)		(1,450)		(1,850)		(1,800)	(2,100)
	ì		ì		ì		ì	î	7,840
14. Number of library telephone and internet renewals and reservations (Local Indicator)	15,575		15,746		15,781		15,402	14,051	62,000	The number of remote renewals and reservations has fallen slightly in the second quarter, along with its percentage of reservations/renewals overall. It is too soon to judge whether this is a trend or an aberration. A drop in renewals may reflect a fall in issues occasioned by the reduction in library opening hours from the beginning of July.
	(15,500)		(15,500)		(15,500)		(15,500)	(15,500)
	ì		ì		ì		ì	î	62,694

KPI – SAFER COMMUNITIES – Cllr Barry Abraham

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
5. Number of fire and rescue call outs to false alarms
Malicious	25	7	17	18	24	79	Down on same period last year and within target over two quarters. Q1 was 27 in 2004-5.
				(20)	(20)	76
				ì	î
Apparatus Reported as exception last quarter	113	138	99	143	177	450	Further increase in Q2 puts us well above the outcome in 2004-5. Discussions are taking place with the hospital and the prison to see if the alarms can be challenged at source and therefore any unnecessary calls reduced. At the same time the number of appliances sent have reduced
				(112)	(113)	458
				î	î
9. The number of Food Standards Inspections this quarter Reported as exception last quarter	New Indicator – No data			15	78	1,526	1123 Alternative enforcement interventions are scheduled to be carried out simultaneously with food hygiene inspections to reduce enforcement burdens on businesses. Service pressures elsewhere (new Licencing regulations) have seriously affected performance. A new self certification process is under way which should ensure improvements by Q3 and achievement of the target by the end of the year.
				(382)	(382)
				î	î	NA
10. The number of Health & Safety Inspections this quarter Reported as exception last quarter	New Indicator – No data			61	55	712	Performance in this area has been affected by reactive demands upon the service such as festivals and serious accident investigations. With the cross training of officers progressing resources will be reallocated to ensure this target is met (and back log cleared) by the end of quarter 4.
				(65)	(196)
				î	î	NA

KPI – ENVIRONMENT , TRANSPORT AND PLANNING POLICY – Cllr Ian Ward

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
3. Standard of cleanliness in public toilets. No more than 12 defaults issued to the contractor per quarter (Local Indicator)	28	10	2	2	1059	12	Since the last quarter there have been severe problems with the performance of the contractor. This is currently being addressed under the ‘Conditions of Contract’. The contractor has been given an ultimatum to show substantial improvements by the end of October or the contract will be terminated.
	(12)	(12)	(12)	(12)	(12)
	î	ì	ì	ì	î	15.75
13a. Planning - % of major planning applications determined within national standards (13 Weeks) (BVPI 109a/CPA) Reported as exception last quarter	50%	56%	48%	37%	29.4%	60%	Our underperformance on major applications is being tackled by the newly-formed Development Team. The Council will be included in a Consultation Paper for Standards Authorities in 2006/07 (for major applications only). The decline in performance since Q3 2004 reflects the departure of the former Major Submissions Officer and the resulting difficulties that have been experienced in recruitment. Revised systems are now in place, and additional capacity and expertise from planning consultants have been procured either to improve performance in general, or to project manage certain planning applications in particular.  There are a batch of major applications to be determined in Q3 2005 which will be within the 13 week BVPI figure.  To assist this process, an additional DCSC meeting has been arranged for December 2005.
	(60%)	(60%)	(60%)	(60%)	(60%)
	î	î	î	î	î	45.6%

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
14a. Affordable Housing – the no of affordable housing units negotiated on qualifying sites identified in the UDP (Policy H14) this quarter (Local Indicator)	0%	18%	21%	No Data	19%	(30%)	There were two applications which provided units for affordable units. The third application provided commuted payments.
	(30%)	(30%)	(30%)	(30%)	(30%)
	î	è	ì		î	14.5%
10. Increase the number of cycling trips (PSA Target) Reported as exception last quarter	63,679	28,905	36,146	64,805	67,153	243,599	*- revised targets to reflect recently agreed ODPM/DfT baseline.The targets have subsequently increased by 10.5% for the current year which means that the overall PSA target now won’t be met. The target would have been achieved had the baseline not changed.The Council are pleased to note that the no. of cycling trips to schools & employers have exceeded targets. In particular cycling to school has more than doubled compared to the same quarter last year & has shown a 230% increase on base. The Cycling Promotion Officer has been working successfully with schools to introduce cycling into the national curriculum. This initiative has been recognised nationally as an example of best practice & has played a key part in the success of this LPSA indicator. The no. of cycle trips on key transport routes has inc. by 3.6% compared to the last quarter & 5.5% compared to the same quarter last year. Unfortunately this is below the revised LPSA target with a potential reduction of 10% .expected of the reward grant
	(60,438)	(25,924)	(37,531)	(86,798)*	(89,206)*
	ì	ì	î	î	î	189,317

KPI – RESOURCES, AUDITING & COUNCIL EFFICIENCY AND CUSTOMER CHAMPION – Cllr Jilly Wood

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
3. The number of members undertaking one or more training activities this quarter (out of all 48 members). (Local Indicator)	22	22	18	31	21	148 80%	More data is being received on training, and we expect to remain on target by the end of the year
	(38)	(38)	(38)	(34)	(38)
	î	î	î	è	î	78
4. The percentage of women in the top four tiers of management. (Local Indicator) Reported as exception last quarter	35%	35%	36%	38%	39%	50%	Further progress in the right direction. Future staff movements will of course determine how this continues. Top 4 tiers of management includes:- Directors; Heads of Service; Service Managers and the Managers responsible to them. This figure excludes Schools The WIM (Women Into Management) Group now receives regular stats to monitor progress which includes Recruitment & Selection info.Action plan in place to improve stats.
	(50%)	(50%)	(50%)	(50%)	(50%)
	î	î	î	î	î	36%
5. Number of Complaints across the Authority (Local Indicator)	62	56	57	94	123	370 92.5 per ¼	Corp S = 6 Childs = 9 Adult = 55 Fire &R = 0 Environ = 53 As a result of CRM, online accessibility to the complaints process and closer monitoring of complaints the total for the quarter has risen to 123.
	(60)	(60)	(50)	(90)	(95)
	è	ì	î	è	î	220

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
							· Of the 6 complaints against Corporate Services 5 were against Revenues split between fraud, benefits & council tax. HR had 1 complaint about interview process which has now being resolved. · 9 complaints were recorded against Children Services on a range of issues without pattern · Of the 55 complaints against Adult & Community, 31 were recorded against Libraries with 18 being about revised opening hours. There were 2 complaints about disabled parking at Brown’s Golf Course which is being looked into. Of the 7 complaints against Adult & Community Services 3 related to staff attitude. · Of the 53 complaints against Environ Services 46 were against Engineering. 17 of their complaints were about public convenience facilities, 7 about the road layout at Medina Way and 4 about the public convenience facilities at Ryde Harbour. 6 complaints were received against Planning and 1 against Consumer Protection. · Fire and Rescue recorded a nil return.

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
7. The percentage of invoices for commercial goods and services which were paid by the authority within 30 days of such invoices being received by the authority. (BVPI 8/CPA)	90%	91.7%	91.5%	91%	90%	95%	Figures affected by delays in processing invoices by individual departments. These departments are identified and reported to Directors Group. Heads of Service are now given copies of late invoices to be able to identify the individuals concerned. Training is now starting on e-procurement with an emphasis on the importance of processing invoices quickly within departments. Improvement is expected over the next six months
	(95%)	(95%)	(95%)	(95%)	(95%)
	î	è	è	è	î	91.05%
12. Benefits - average calendar days this quarter to process changes in circumstances (BVPI 78b)	8.51	9.1	14.47	15.31	12.85	9	Improvement made despite the legislation changes which have affected the procedures required and therefore processing times. BFI self assessment rates changes between 9 to 16 days as good.
	(9)	(9)	(9)	(9)	(9)
	ì	è	î	î	î	10.12
15a. Percentage of telephone calls answered within 15 seconds (Local Indicator) * The indicator includes all Council sites linked to the 821000 network, other sites using a different network are excluded – such as schools		99.39%	99.52%	98.7%	93.0%	100%	There is no clear reason why performance fell slightly – it could simply be due to seasonal factors for example the number of staff on holiday during this quarter.
		(100%)	(100%)	(100%)	(100%)
		è	ì	è	î	99.46%

9. The disappointing performance of these key performance indicators could be due to:

· The indicators and targets not being relevant for the Corporate Priority, or the linkage not being understood

· The target setting process not being sufficiently robust enough

· Unforeseen circumstances occurring for that particular service

· Lack of ownership and commitment on achieving the targets

· A lack of resources or priority relating to the indicator and targets

10. Members have asked to be kept informed of any indicators which exceed their targets by 5% or more . There are 18 indicators performing better than expected and they are listed below:

KPI – ISLAND’S ECONOMY, REGENERATION, TOURISM & LEISURE – Cllr Tim Hunter –Henderson

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
3. Number of Tourism Call Centre enquiries dealt with (Local Indicator)	37,538	18,427	91,171	57,807	39,590	165,000	Increase due to Saturday Times supplement (free competition entries)
	(35,000)	(16,000)	(72,000)	(42,000)	(35,000)
	ì	ì	ì	ì	ì	191,974
4. Number of Tourist Information Centre enquiries dealt with (Local Indicator)	233,040	69,570	55,736	133,655	222,618	430,000	Good weather and high profile events taking place on the Island during this time enabled our number of enquiries to remain consistent
	(197,000)	(50,000)	(40,000)	(143,000)	(197,000)
	ì	ì	ì	î	ì	507,316
7. Number of businesses advised/assisted with regard to their grading or helped with complaints (Local Indicator)	23	42	122	65	122	270	IW Tourism’s Eating Out Scheme assessments have taken place this quarter.
	(20)	(30)	(25)	(60)	(30)
	ì	ì	ì	ì	ì	202

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
10. Percentage of GP Referrals transferring to One Card Membership this quarter (Local Indicator)	32%	25%	19.8%	52.6%	50%	25%	This reflects the high level of take up on the GP referral scheme
	(23.6%)	(22.5%)	(31.7%)	(28%)	(23.6%)
	ì	ì	î	ì	ì	27.03%
11. Total number of One Cards in issue this quarter (Local indicator)	4,189	3,026	3,279	3,670	4467	3,000 per quarter	This is above the target due to a large number of holiday activity cards in circulation
	(3,507)	(3,025)	(2,935)	(2,740)	(3,507)
	ì	ì	ì	ì	ì	3,337 per quarter
15. Number of users of mobile library service (including housebound service)	3,705	2,095	2,932	3,056	3370	12,500	The number of visits to the mobile library has exceeded expectations. This is due to active promotion of the service in rural communities by the mobile library assistant, and an increasing awareness and take-up of services by people living in sheltered accommodation.
	(4,125)	(4,125)	(4,125)	(3,125)	(3,125)
	î	î	î	è	ì	12,013
16. The number of visits to/usages of museums per 1,000 population compared with same quarter a year ago (BVPI-170a)	399	222	91	276	388	798	The most significant increases have been in website visits and other usages, in particular at Dinosaur Isle The most significant increases have been in website visits and other usages, in particular at Dinosaur Isle
	(331)	(130)	(88)	(249)	(331)
	ì	ì	ì	ì	ì	1,009

KPI – SAFER COMMUNITIES – Cllr Barry Abraham

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
7. The number of Trading Standards Inspections this quarter (Local Indicator)	125	117	220	125	214	475	The target incorporates both programmed inspections and inspections carried out as a result of intelligence or investigations. The outturn can, therefore be expected to fluctuate to some extent. Additionally an increased level of Animal Health and Welfare inspections have been carried out (98) by a newly appointed Animal Health Inspector to improve compliance with the DEFRA Framework Agreement
	(125)	(125)	(125)	(100)	(125)
	ì	è	ì	ì	ì	458

KPI – ENVIRONMENT , TRANSPORT AND PLANNING POLICY – Cllr Ian Ward

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
2. Number of missed waste collections from domestic customers. Target is 72 missed collections per week averaged out over each quarter (Local Indicator)	36	26	31	31	36	72	Missed collections were high in August due to contractor’s staff illnesses, break downs and summer homes being occupied. This is marginally higher than the previous quarter but is still 50% of the national average for this service.
	(72)	(72)	(72)	(72)	(72)
	ì	ì	ì	ì	ì	32

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
12. % of new houses built on previously developed land ((BVPI 106)	81%	84%	98%	88%	89%	80%	These figures reflect the ongoing high yields on brownfield sites.
	(80%)	(80%)	(80%)	(80%)	(80%)
	ì	ì	ì	ì	ì	90.75%
13b. Planning - % of minor planning applications determined within national standards (8 Weeks) (BVPI 109b/CPA)	65.5%	53%	57.9%	78%	68.2%	65%	The drop in performance (Q1-Q2) reflects the efforts recently made to clear out applications beyond 8 weeks old. Nonetheless the 68.2% figure remains above the target of 65%.  Q2 has seen a major and significant reduction in the number of applications where there is work in progress.
	(65%)	(65%)	(65%)	(65%)	(65%)
	ì	î	î	ì	ì	59.6%
13c. Planning - % of other planning applications determined within national standards (8 Weeks) (BVPI 109c/CPA)	81.9%	82%	79%	89%	88.5%	80%	Our performance remains high in this area. The high level of performance reflects the creation of the Householders Application team, and both its management and the commitment of team members.
	(80%)	(80%)	(80%)	(80%)	(80%)
	ì	ì	è	ì	ì	81.7%

KPI – RESOURCES, AUDITING & COUNCIL EFFICIENCY AND CUSTOMER CHAMPION – Cllr Jilly Wood

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
2. The number of staff undertaking one or more training activities this quarter (via IWC training Services) excluding Education Staff – (Local Indicator)	570	1182	950	928	807	2,756 47%	Strong start to the year but changes in Council priorities over the coming months may mean commitment to planned courses has to change
	(530)	(778)	(659)	(789)	(530)
	ì	ì	ì	ì	ì	3,490
6. The number of types of interactions that are enabled for electronic delivery as a percentage of the types of interactions that are legally permissible for electronic delivery. (BVPI 157/CPA)	30%	19.2%	15.9%	46%	67%	100%	A change of focus for the e-government team has enabled better than expected performance this quarter.
	(60%)	(60%)	(60%)	(60%)	(60%)
	î	î	î	î	ì	15.9%
11. Benefits – average calendar days this quarter to process a new housing benefits claim (BVPI 78a)	24.08	30.84	41.78	42.58	33.63	36	Monitoring of outstanding work and staff efforts have contributed to improved performance.
	(36)	(36)	(36)	(36)	(36)
	ì	ì	î	î	ì	33.75
13. Benefits - % of new housing benefit claims this quarter determined within 14 days of receipt of all necessary information (BVPI 78c)	96.19%	87.36	80.74%	65.18%	77.37%	70%	Monitoring of outstanding work and staff efforts have contributed to improved performance.
	(70%)	(70%)	(70%)	(70%)	(70%)
	ì	ì	ì	î	ì	84.32%
KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
16. Number of complaints upheld relating to failure to achieve service standards – as a % of all customer complaints upheld (Local Indicator)		36%	25%	23%	19%	50%	There are an increasing number of complaints regarding the opening times at Libraries – these complaints are categorised as service standard related but are excluded from these figures as they do not relate strictly to customer service standards
		(50%)	(50%)	(50%)	(50%)
		ì	ì	ì	ì	30.5%

KPI – ADULT SERVICES – Cllr Dawn Cousins

KPI Description	Q2 - 2004 July-Sept (profile)	Q3 - 2004 Oct-Dec (profile)	Q4 - 2005 Jan-Mar (profile)	Q1 - 2005 Apr- June (profile)	Q2 - 2005 July-Sept (profile)	Target 2005-06	Comments
	Performance Assessment Actual Against Profile			ìèî		Actual 2004-05
4. The actual number of people on the IOW who are using the Direct Payments Scheme to choose and arrange their own social care services (Local Indicator) The quarterly figures represent cumulative totals	52	55	121	155	197	175	Progress with this target exceeding expectations.
	(75)	(120)	(175)	(140)	(155)
	î	î	î	ì	ì	175

11. Key Strategic Risks (Areas to Watch)and Proposed Action

To ensure that any matters of concern are identified as risks the previous “Areas to Watch” have been re-named “Key Strategic Risks” and are all given a risk score.

The Council’s Risk Management Group consisting of Risk Champions from across all service areas met on 19^th October 2005 to review both the draft QPMR quarter 2 data and the Strategic Risk Registers to add value to the performance management process. This process has resulted in amendments to some of the risk scores and provided a cross check to ensure that risks identified in the QPMR are also added to the risk register.

13 new risks with a score of 9 or above have been identified this quarter and are listed below:

QUARTER REPORTED	KEY STRATEGIC RISKS	RISK ASSESSMENT
NEW Q2 2005-06	CHILDRENS SERVICES Unprecedented demand on Service in last quarter has led to rise in Looked After Children from 166 -178, and increase in numbers of children on the Child Protection Register from 55 to 71	Risk Score = 16 Impact 4 Probability 4
This has led to extreme difficulties in allocating cases – many of them with high risk elements. Whilst it is being monitored, the impact of our most vulnerable children not receiving timely services inevitably leads to more crisis driven work. Without additional resources this is unlikely to improve
NEW Q2 2005-06	SAFER COMMUNITIES -Adult substance misuse treatment services have been in special measures for 9 months.	Risk Score = 16 Impact 4 Probability 4
Letter was due to be sent to end “special measure” status – new concerns have meant that IDAS stays in special measure: Building sale Pooled budget and under-spend have not been paid Hold on recruiting
NEW Q2 2005-06	RESOURCES - Stress Related Absence	Risk Score =12 Impact 4 Probability 3
Current and previous quarter showing upward trend – further analysis of data to identify problem areas
NEW Q2 2005-06	ENVIRONMENT - Contractor Performance on Toilet Cleansing Contract	Risk Score = 12 Impact 3 Probability 4
Improvement Plan submitted and being closely monitored
NEW Q2 2005-06	CHILDRENS SERVICES Swift software implementation problems are preventing accurate management information being reported, and therefore acted on. It is also impacting on morale/stress levels within the staff groups.	Risk Score = 12 Impact 3 Probability 4
Regular representation on the user group helps to identify the areas of concern. Additional support on the floor is required, but due to capacity issues this is not possible. Urgent meeting with the project manager has been called
NEW Q2 2005-06	FIRE & RESCUE - Deliberate Primary and Secondary Fires excluding vehicles	Risk Score = 9 Impact 3 Probability 3
Deliberate Fires - combined effort ongoing in accordance with IRMP objectives in partnership with Police and Safer Communities, and this is also linked to anti-social behaviour outcome in the LAA.

QUARTER REPORTED	KEY STRATEGIC RISKS	RISK ASSESSMENT
NEW Q2 2005-06	FIRE & RESCUE - False Apparatus alarms from repeat offenders	Risk Score = 9 Impact 3 Probability 3
Reduction of Unwanted Fire Signals (UFS) – 1) Apparatus False Alarms have increased and links with the hospital and prisons are working to improve prevention. 2) Malicious False Alarms have also increased and more involvement of partners is needed.
NEW Q2 2005-06	CONSUMER PROTECTION - Low inspection levels/under performance in relation to food standards and health and safety	Risk Score = 9 Impact 3 Probability 3
Impact of organisational change and retraining to combine inspectorial activity underestimated. Licensing Act 2003 has stretched resources. Service Manager confident that shortfall at end of quarter 2 will be corrected this year.
NEW Q2 2005-06	HOUSING - Reconfiguration of Supporting people Accommodation based services – excluding older people. (Reconfiguration 2)	Risk Score = 9 Impact 3 Probability 3
To meet the ODPM Supporting People Grant savings requirement within the correct timescale by remodelling existing hostel, supported accommodation and lodgings schemes services to meet the needs of the Island. There needs to be additional staff capacity to manage this project within the correct timescales and savings targets.
NEW Q2 2005-06	RESOURCES - Water hygiene(Legionella) programme	Risk Score = 9 Impact 3 Probability 3
Capital & revenue bids submitted for monitoring & management
NEW Q2 2005-06	RESOURCES - New regulations – Fire alarm & emergency lights programme	Risk Score = 9 Impact 3 Probability 3
Capital bid prepared & submitted for upgrades of existing systems

None of the risks identified in the previous quarter on a lower score have escalated to reach risk scores of 12 or 16.

Data from previous reports identified 6 risks at score 16 and 4 remain at this score for this quarter. 8 risks scored 12 in the past have not changed.

Details of these Strategic Risks can be found in the main Quarterly Performance Management Report which has been circulated separately to all Members , Directors and Heads of Service.

12. Performance Summary :– Performance Indicators by Cabinet Member

This summary provides information for all of the Key Performance Indicator Targets and Local Public Service Agreement (PSA) Targets by Portfolio for 2005-06.

PERFORMANCE INDICATORS	Quarter 2 (2005-06)
CABINET MEMBER	Number Indicators	NO DATA PROVIDED	ANNUAL targets	Target Not Achieved î	WITHIN 5% TARGET è	Target Achieved ì
CARE, HEALTH & HOUSING	4	2	-	0	0	2
CHILDREN’S SERVICES	5	1	1	3	0	0
ISLAND’S ECONOMY, REGENERATION, TOURISM & LEISURE	21	-	3	6	0	12
Economy	4	-	3	0	0	1
Tourism	5	-	-	2	0	3
Leisure Services	5	-	-	2	0	3
Culture	7	-	-	2	0	5
SAFER COMMUNITIES	13	1	-	4	0	8
Community safety	1	1	-	0	0	0
Fire & Rescue	6	-	-	2	0	4
Consumer Protection	6	-	-	2	0	4
ENVIRONMENT, TRANSPORT & PLANNING POLICY	18	5	4	3	0	6
Environment	7	1	3	1	0	2
Transport	4	3	-	0	0	1
Planning	7	1	1	2	0	3
RESOURCES, AUDITING & COUNCIL EFFICIENCY AND CUSTOMER CHAMPION	17	-	-	6	5	6
TOTAL INDICATORS	78	9	8	22	5	34

PSA TARGETS	Quarter 2 (2005-06)
CABINET MEMBER	PSA Targets	DATA NOT PROVIDED	ANNUAL TARGETS	Target Not Achieved î	WITHIN 5% TARGET è	Target Achieved ì
CARE, HEALTH & HOUSING	2	-	-	-	-	2
CHILDREN’S SERVICES	3	3	-	0	0	0
ISLAND’S ECONOMY, REGENERATION, TOURISM & LEISURE	1	-	-	0	0	1
SAFER COMMUNITIES	2	1	-	0	1	0
ENVIRONMENT, TRANSPORT & PLANNING POLICY	1	-	-	1	0	0
TOTAL	9	4	0	1	1	3

CONSULTATION

13. Heads of Service and their staff have supplied the information within this report with Directors being fully consulted on the content. External consultation has not been necessary for this report since it is concerned with internal management arrangements.

FINANCIAL/BUDGET IMPLICATIONS

14. This report should be considered alongside financial exception reporting to enable in year decisions within, or amending, budget allocations in order to improve performance.

LEGAL IMPLICATIONS

15. It is a requirement of the Local Government Act 1999 to deliver best value in service delivery of which an effective performance management system is an essential part.

OPTIONS

16. Option 1 That Cabinet Members commit to developing, with Strategic Directors and Heads of Service, in year solutions to under performing indicators for monitoring through future quarterly performance reports.

Option 2 That for this quarter no issues are referred to the Scrutiny Committee or Policy Commissions.

Option 3 In future, to use the QPMR along with other reporting mechanisms as part of the gate keeping mechanisms for in year reviews of the “Aim High” Change Management Plan.

EVALUATION/RISK MANAGEMENT

17. The main risk associated with the above options is that if quarterly reporting fails to achieve ownership amongst Members and staff, progressing performance management will fail to be recognised as the way to improve services and achieve our Corporate Objectives. Improving the performance of the Council is a key component of the Comprehensive Performance Assessment (CPA) and has been identified in the Peer Review (September 2004)

RECOMMENDATIONS

18. To approve the three options identified as follows;

Option 1 - That Cabinet Members commit to developing ,with Strategic Directors and Heads of Service, in year solutions to under performing indicators for monitoring through future quarterly performance reports.

Option 2 - That for this quarter no issues are referred to the Scrutiny Committee or Policy Commissions.

Option 3 - In future, to use the QPMR along with other reporting mechanisms as part of the gate keeping mechanisms for in year reviews of the “Aim High” Change Management Plan

BACKGROUND PAPERS

Annual Action Statement 2004/05

Public Service Agreements – Round 1

Previous Quarterly Performance Management Reports 2004-05 quarters 1-4 and 2003-04 quarters 1-4

Contact Point: Heidi Marshall, Principal Policy Officer, Corporate Policy and Communications.

Tel 823250 email [email protected]

JOHN BENTLEY Head of Corporate Policy and Communications

CLLR JILLY WOOD Cabinet Member for Resources, Audit, An Efficient Council and Customer Champion