DRAFT 2

Service Plan 2004/05

Directorate: Environment Services

Service Area: Consumer Protection

Produced by: Rob Owen

Phone Number: 01983 823388

Location: St. Nicholas, 58 St Johns Road

Date completed: October 2003

Services covered: Environmental Health, Trading Standards and Bereavement Services

Contents: Service Plan Summary, Structure and Budget, Previous Year’s Improvement Plan, Key Objectives, Key Performance Measures, Consultation, Resource Bids

1.Service Plan Summary-2004/05

For information

The Council’s Corporate objectives

1. Improving health, housing and the quality of life for all

2. Encouraging job creation and economic prosperity

3. Raising education standards and promoting lifelong learning

4. Creating safe and crime-free communities

5. Improving public transport and the highways infrastructure

6. Protecting the Island’s physical environment

In addition these are specific commitments from the Annual Action Statement

7. Strong, political and managerial leadership

8. Strategically driven excellence in Service delivery

9. Improving a community focus

10. Organisational improvement and staff development

The numbers indicating the Council’s corporate and key objectives and commitments are used throughout this Service Plan for reference purposes.

Directorate & Service

Environment Services – Consumer Protection

Service Description

Bereavement Services:

Crematorium, Council Cemeteries, Closed Churchyards

Environmental Health:

Food Safety, Environmental Protection, Health and Safety, Licensing

Trading Standards:

Animal Health and Welfare, Fair Trading, Weights and Measures, Consumer and Business Advice

Corporate Health and Safety

Linked to statutory objectives

All CP Services

Critical Success Factors (from section 4c)

Factor	Measured By	Reported as
Stakeholder Satisfaction	Questionnaires
Inter Authority Audits	External scrutiny
	NEEDS ADDITIONS

Key Achievements from 2003/04:

(from section 3)

· FLARE introduced across TS and EH

· Uncertainty with coroner over sudden deaths resolved

· DTi approval for Consumer Support Network on Isle of Wight

· All operational EH posts now filled

· Liquor Licensing regime in place, draft policy written

· CP admin systems effectively reorganised

Key Objectives and Improvements for 2004/05:

· Tender dog warden contract

· Implement liquor licensing arrangements

· Complete review of out of hours provision EH

· Appoint trainee TSO

· Appoint trainee EHO

· Implement effective linkages to Consumer Direct

· Reduce alcohol related crime in Newport with partners

· Tender cremator maintenance contract

· Resolve accommodation difficulties

· Integrate corporate Health and Safety into CP

· Maintain/improve condition of Bereavement Services Assets

Longer term objectives:

To be added

To be

Checklist

Issue	Please complete all rows Y/N-if N please give explanation
Service Plan agreed with Portfolio Holder	N – Meeting planned
Links to corporate and key objectives and priorities	Y
Progressing e-government	Y
Issues from Staff Survey	Y
Key Partner input to Service Plan	Y

Issue	Please complete all rows Y/N-if N please give explanation
Equalities	Y
Section 17 - Crime & Disorder Act	Y
Risk Management	Y
Procurement	Y
GAGS	Y
Social Inclusion	Y
Environment and Sustainability	Y
Health and Safety	Y
Communication issues arising from your objectives/targets	Y

2. Structure and Budget 2004-05

Team	Workforce (FTE)	Staff Costs (£)	Other costs (£)
Bereavement Services	7.3	154k	-426K*
Environmental Health	22	731k	76K
Trading Standards	12.9	314k	21k
Office Services (Admin & Management)	11	285k	89k

* - sign designates income

Key Partners:

Environment Agency, Health and Safety Executive, Police, Primary Care Trust, IW Chamber of Commerce and Industry, IOW Citizens Advice Bureau, Age Concern (IW), Food Standards Agency, DEFRA, Pest Control Contractors, Wyevale (Grounds Maintenance) WDS Services Ltd (Dog Wardens), Funeral Directors.

Accommodation:

St Nicholas, 58 St Johns Road, Newport

Isle of Wight Crematorium, Whippingham

Cemeteries (various)

Closed Churchyards (various)

Task	Target Date	Outcome	Achieved and comments	Corporate Objectives
Consumer Protection
CP Service wide Health and Safety policy implemented	May 2003	Safe work environment for all	Achieved	1, 4, 10
Training needs of all CP staff assessed	April 2003	Agreed training plan (training then provided)	Achieved	10
FLARE in use across EH & TS	April 2003	Shared database	Achieved	10
Resolve accommodation uncertainty at St. Nicholas	July 2003	Morale improvement	No progress	7, 8, 10
Integrate IWC’s Health and Safety Management Guidance Arrangements into Consumer Protection	March 2004	Seamless H&S advice service to the Council and Council departments	On target	1, 10
Review Food Standards and Food Safety work arrangements	Sept 2003	Avoid duplication	Delayed - Personnel Issues	1, 4, 10
Review and/or implement CP policies and/or procedures to address:- RIPA Freedom of Information Enforcement Crime and Disorder Human Rights	Sept 2003	Satisfy best practice Comply with Council wide policies when appropriate	Progress made but target date for completion now March 2004	10
Produce Consumer Protection e-government action plan	Dec 2003	Clear e-government strategy. Interactive web site(s)	Web sites achieved, e-government action plan delayed until March 2004 (linked to corporate timetable)	10

3. Previous Years Improvement Plan 2003-4 (to section 1 – summary)

3 (cont'd)

Task	Target Date	Outcome	Achieved & Comments	Corporate Objectives
Bereavement Services
Complete implementation of Best Value Improvement Plan (pilot)	Dec 2003	Target agreed with BVI achieved	Achieved	6, 10
Prepare Business Case for ICT investment and implement	Dec 2003	Software package purchased and installed	Achieved	8, 10
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvement to work environment. No public liability claims	Not achieved New target March 2004 Delays – memorial and tree safety	1
Pilot innovation with “Friends” groups	March 2004	More cost effective service	On target	9, 10
Resolve uncertainty with Coroner surrounding sudden deaths	June 2003	No complaints	Achieved	10

Task	Target Date	Outcome	Achieved & Comments	Corporate Objectives
Trading Standards
Establish IOW Consumer Support Network	Dec 2003	Service improvement through co-ordination.	On target	3, 9, 10
Achieve Community Legal Services accreditation	Dec 2003	Independent quality statement	On target (?)	8, 10
Confirm appointments to all posts in operational structure	June 2003	Capacity to deliver effective enforcement in all relevant areas	Slippage. Failure to recruit qualified staff	4, 8, 10
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvements to work environment	Achieved	4, 10
Develop a second Fair Trading Partnership	March 2004	Fewer consumer complaints	On target (?)	8
Review approach to enforcement with a view to becoming intelligence lead, amend policy if necessary complete in 2004/5	March 2004	Better use of resources	On target (?)	4, 10

3 (cont'd)

Task	Target Date	Outcome	Achieved and Comments	Corporate Objectives
Environmental Health
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvement to work environment	Achieved (?)	4, 10
Prepare project plan to integrate liquor licensing duties	June 2003	Satisfy new legal duty	Achieved	4, 8
Prepare liquor licensing policy	June 2003	Decision making simplified	Delayed until December 2003 because of legislative slippage	1, 4
Complete implementation of Best Value Improvement Plan	September 2003		Achieved	1, 4, 10
Confirm appointments to all posts in operational structure	June 2003	Capacity to deliver effective enforcement in all relevant areas	Achieved	1, 4

3 (cont’d)

3 (cont’d)

Task	Target Date	Outcome	Achieved and Comments	Corporate Objectives
Office Services
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvement to work environment	Achieved	4, 10
Review CP admin systems, to simplify/rationalise procedures	September 2003	Avoid unnecessary duplication	Progress made, delays because of accommodation uncertainty	10

4. Key Performance Measures

4a Objectives of Service 2004/5, 2005/6, 2006/7 (to section 1 – summary)

Objective	Action	Outcome	Target & date to be achieved	Key Officer/ Partners	Link to Corporate Objective	Bid to budget process
Service Improvements - General	Complete outstanding actions 2003/4 Service Plan	Enhanced stakeholder satisfaction, increased effectiveness	Sept 2004	Head of CP, Service Managers	1, 4, 6	No
Dog Wardens Service Improvement, enhance value	Tender dog warden contract	Stakeholder satisfaction, increased effectiveness	Oct 2004	EHM	1, 4, 6	No
Satisfy new liquor licensing duty	Maintain rolling project plan	Reduce public nuisance, less crime, protect children etc	To be confirmed	EHM, Licensing Officer, Police, Licensees, Elected Members etc	1, 4, 6	No (aim to fund from income)
Service Improvement, H&S, EP, Food	Implement action plans following audits	Increased effectiveness	March 2005	Head of CP, EHM, TSM	1, 2, 4, 6	Yes
Service improvement out of hours provision	Consultation with stakeholders, report to Members	Enhanced stakeholder satisfaction, increased effectiveness	June 2004	EHM	1, 4, 6	No
Service improvement, Street Trading Consent Review	Consultation with Stakeholders, report to Members	Fair trading	Sept 2004	EHM, Licensing Officer	1, 4, 6	No
Reduce alcohol related crime in Newport	Consultation – Report to Members on options for Designation Order	Safer streets	July 2004	EHM, Licensing Officer, Police, Crime and Disorder Partnership	1, 4	No
Maintain Service – Environmental Health	Appoint trainee EHO	Succession planning	July 2004	EHM	1, 2	Yes
Maintain Service – Trading Standards	Appoint trainee TSO	Succession planning	July 2004	TSM	1, 2	Yes

4. Key Performance Measures (cont’d)

4a Objectives of Service 2004/5, 2005/6, 2006/7 (to section 1 – summary)

Objective	Action	Outcome	Target & date to be achieved	Key Officer/ Partners	Link to Corporate Objective	Bid to budget process
Service Improvement – Consumer Advice, enforcement	Project plan and implement effective linkages to Consumer Direct	Enhanced stakeholder satisfaction	Dec 2004 (t.b.c)	Head of CP, TSM	1, 4	No
Service Improvement – Animal Health	Negotiate SLA with DEFRA	Reduced disease threat, grant	April 2004	TSM	1, 4	No
Service Improvement – Enhance value - Crematorium	Tender cremator maintenance contract	Enhanced capacity for service continuity	Oct 2004	BSM	1, 6	No
Service Improvements - Bereavement Services, care and repair of assets	Secure resources	Programme of investment to maintain and repair appropriate assets	Ongoing	Head of CP, BSM	1, 6	Yes

4c Critical Success Factor Table (to section 1- summary )

Critical Success Factor	Outcome	Key Actions	Key Dates
Client satisfaction	Service excellence	Stakeholder consultation, appropriate training for all staff	Ongoing
Maintaining quality service in all operational areas, and capability to respond to all CP emergencies	Service excellence	Overcome recruitment and retention difficulties for operational staff. Provide “adequate” accommodation for all staff	Ongoing
Deliver services within agreed budgets	Value for money	Responsible financial management by all CP budget holders	Ongoing

5. Key Performance Measures and Targets 2004/05

5a Targets for the Annual Action Statement 2004/05

Target Description

Target 2003/04 If app.

Target 2004/05

Benchmark figure and year if app.

Source

To be added

5b Mandatory targets 2004/05

Performance Indicator and source	Target 2002/3	Actual 2002/3	Target 2003/4	Target 2004/5	Benchmark Figure	Source
% of services transactions received, processed electronically

To be added

5c Other key targets 2004/05

Performance Indicator and source	Target 2002/3	Actual 2002/3	Target 2003/4	Target 2004/5	Benchmark Figure	Source
Food Safety
Number of food businesses liable to be inspected	n/a	2494	n/a	n/a
Number of inspections carried out expressed as a percentage of those that should be carried out.	82%	33%	100%	100%
Number of requests for assistance (includes complaints, advice and notifications)	n/a	238	n/a	n/a
Percentage of requests for assistance resolved within 56 days	100%	n/a	100%	100%
Health and Safety
Number of businesses liable to be inspected	n/a	2634	n/a	n/a
Number of risk based inspections carried out expressed as a percentage of those that should be carried out.	n/a	70%*	100%	100%
Number of requests for assistance (includes complaints, advice and notifications)	n/a	388	n/a	n/a
Percentage of requests for assistance resolved within 56 days	89%	87%	92%	94%

*This indicator shows the % of high risk premises inspections carried out (i.e. category A). A full risk based programme of inspections was not carried out because of a resources shortfall.

5c Other key targets 2004/05 (cont’d)

Performance Indicator and source	Target 2002/3	Actual 2002/3	Target 2003/4	Target 2004/5	Benchmark Figure	Source
Environmental Protection
Number of stray dogs seized	n/a	173	n/a	n/a
Number of fixed penalty notices served in relation to dog fouling	n/a	38	n/a	n/a
Number of requests for assistance (includes complaints, advice and notifications)	n/a	38	n/a	n/a
Percentage of requests for assistance resolved within 56 days	84%	83%	87%	89%
Number of prescribed processes authorised	n/a	51	n/a	n/a
Number of risk based inspections carried out as a percentage of those that should be carried out	n/a	76%	100%	100%
Licensing
Number of licences issued	n/a	1281	n/a	n/a
Percentage of licence applications processed within 56 days	100%	98%	100%	100%
Office Services
Number of incoming phone calls received by Consumer Protection at St Nicholas on general inquiry lines	n/a	n/a	35,000	35,000
Number of visitors to Consumer Protection at St Nicholas for general inquiry purposed.	n/a	n/a	1500	1500

5c Other key targets 2004/05 (cont’d)

Performance Indicator and source	Target 2002/3	Actual 2002/3	Target 2003/4	Target 2004/5	Benchmark Figure	Source
National PI’s*
BV 166a (Environmental Health)	75%	81.6%	83%	85%	Higher quartile mean
BV 166b (Trading Standards)	65%	66.3%	70%	75%	Higher quartile mean

*New in 2001/2

6a Consultation 2003/04

Subject for Consultation	Dates and Contact	Consultation with whom	Key Results of Consultation	Actions taken/ cross ref to Key Objectives/ Improvement Plan
Liquor Licensing Policy	Dec 2003 – March 2004	Stakeholders e.g. Licensees, Members, Police, Town and Parish Councils	A robust policy for IWC	Draft Policy prepared (Objectives 1, 4)
Street Trading Consent arrangements	Oct-November 2003	Town and Parish Councils, Members etc.	Proposals for amendments to existing arrangements	Written proposals circulated
Consumer Support Network	July-Sept 2003	Advise Agencies, public	CSN to be launched on IOW	Advise agency meetings, Wight Insight questionnaire
Enforcement activity	Various	Businesses	Service improvement	Questionnaires following inspections

6b Future consultation 2004/05, 2005/06, 2006/7

Subject for consultation	Dates and contact	Consultation with whom
Enforcement Policy and related matters	2004/5	Businesses, consumers
Enforcement activity	Ongoing	Business users
Bereavement Services	Ongoing	Funeral Directors, clergy
Consumer Support Network	Ongoing	Partner advice agencies

7. Resource Bids Summary

Reference Number	Description	Financial Implications
		2004/5 £000	2005/6 £000	2006/7 £000
CP1	Health & Safety Officer	26	26	26
CP2	Trainee TSO	18	18	18
CP3	Trainee EHO	18	18	18