DRAFT/3

Service Plan 2003/2004

Consumer Protection

January 2003

This Service Plan is designed to provide officers and members with details of the way Consumer Protection plans to deliver service improvements and contribute to delivery of Council priorities during 2003/2004.

Performance Indicator data is under internal review. The service is requested to generate one national performance indicator in Environmental Health, and one in Trading Standards, designated BV166a and BV166b. A raft of local indicators have been used in previous years. The review is designed to identify a reduced number of more meaningful indicators with benchmarks appropriate for publication. This review is also directed at identifying monthly output measures designed to highlight trends and therein assist management and planning processes.

Views are requested in relation to:

ü Consumer Protection’s contribution to Council priorities

ü Performance Indicators

ü Proposed service developments

ü Past performance

ü Budget implications

This process should provide a basis for:

ü Suggesting amendments to the Service Plan

ü Making recommendations to the Executive for changes to priorities

ü Identifying areas for future scrutiny

ü Providing input to the medium term budget process

Service Plan for Consumer Protection

Structure with effect from 1 April 2003

Incorporating:

Bereavement Services (cemeteries and crematorium), Environmental Health (food safety, environmental protection, health and safety, licensing), Trading Standards (animal health, fair trading, weights and measures, consumer advice)

Contents
3	Key Objectives
4	Service improvement plan
11	Performance review
13	Consultation
14	Budget implications

Compiled by:

Rob Owen, Head of Consumer Protection

January 2003

Providing high quality Council services:

ü promoting best value, actioning agreed improvement plans

ü being transparent, sharing information with stakeholders

ü addressing recognised training needs and empowering staff

ü meeting corporate standards

Improving health, housing and the quality of life for all:

ü effective enforcement

ü partnership working (e.g. Police, PCT, FSA, DEFRA, EA, CAB, HSE)

Encouraging job creation and economic prosperity:

ü business advice

ü partnership working (e.g. Chamber of Commerce, Isle of Wight Tourism)

Raising education standards and promoting lifelong learning:

ü promoting consumer education initiatives

ü partnership working (e.g. CAB, Legal Services Commission)

ü consumer advice

Creating safe and crime free communities

ü effective enforcement

ü partnership working (e.g. Police, HSE, Housing Association, Age Concern)

ü out of hours service

Improving public transport and the highways infrastructure:

ü effective enforcement

ü partnership working (e.g. IWTPA, ferry operators)

Protecting the Island’s natural, built and historic environment

ü effective enforcement

ü partnership working (e.g. DEFRA, EA, cemetery “friends” group

Key performance measures and targets

	Actual 2000-01	Actual 2001-02	Target 2002-03	Actual 2002-03	Target 2003-04	Benchmarks	Key Objective
Bereavement Services
Number of cremations (target based on 6 year average).	1418	1420	1450		1450		High quality services
Number of burials (target based on 6 year average).	231	261	272		272
Cost of adult cremation service.	£309	£321		£331
Cost of burial.	£426	£443		£457
Trading Standards
Number of premises liable to be inspected.	4934	4934	4934		4900
Number of high risk premises.	n/a	214	200		190		Improving health and quality of life
Percentage of high risk premises inspection per annum.	98%	100%	100%		100%
Number of businesses giving rise to consumer complaint on 15 or more occasions during the year.	18	15	14		12		Creating safe communities
Advice Service Satisfaction Index. Percentage of users describing service as helpful.	n/a	98%	75%		80%		High quality services
Inspection Service Satisfaction Index. Percentage of inspected businesses describing service as helpful.	n/a	90%	75%		80%		Encouraging Economic prosperity

	Actual 2000-01	Actual 2001-02	Target 2002-03	Actual 2002-03	Target 2003-04	Benchmark	Key Objective
Environmental Health Environmental Protection
Number of known dog fouling problem areas.	20	16	14		12		Improving health and quality of life Creating safe communities Improving health and quality of life
Percentage of known dog fouling problem areas showing improvement.	-	45%	10%		10%
Number of requests for service.	*2625	2110	-		-
Percentage of requests for service resolved within 56 days.	*73%	74%	84%		87%
Health and Safety
Number of risk based Health and Safety Inspections planned.	n/a	n/a	54		84
Percentage of risk based Health and Safety Inspections achieved.	n/a	n/a	-		100%
Number of requests for service.	-	385	-		-
Percentage of requests for service resolved within 56 days.	83%	89%	89%		89%

* These figures include Health and Safety requests for service

(cont)

	Actual 2000-01	Actual 2001-02	Target 2002-03	Actual 2002-3	Target 2003-04	Benchmarks	Key Objective
Food Safety
No. of food hygiene inspections planned	455	796	1761				Improving health and quality of life Creating safe communities
Percentage of food hygiene inspections achieved	36%	63%	90%
No. of requests for service	231	237	-		-
Licensing
No. of licence applications received	1346	1357	-		-
No. of applications determined within 6 weeks	96%	97%	98%		100%
National PI’s*
BV 166a (Environmental Health)		72.5%	75%		78%
BV 166b (Trading Standards)		57.9%	65%		70%

* new in 2001/2

Task	Target Date	Outcome	Responsible Officer	Dependencies	Key objectives to be achieved
Consumer Protection
CP Service wide Health and Safety policy implemented	April 2003	Safe work environment for all	RO	Personnel Services
Training needs of all CP staff assessed	April 2003	Agreed training plan (training then provided)	RO	RS, BM, MH, DC	Service excellence, staff development, IIP
FLARE in use across EH & TS	April 2003	Shared database	RO	Caroline S, Chris S, DC, ICT
Resolve accommodation uncertainty at St. Nicholas	April 2003	Morale improvement	RO	Director, Members
Integrate IWC’s Health and Safety Management Guidance Arrangements into Consumer Protection	Oct 2003	Seamless H&S advice service to the Council and Council departments	RO	BM, Directors, Safety Liaison Officers, MB
Review Food Standards and Food Safety work arrangements	June 2003	Avoid duplication	RO	BM, RS. GD, KL	FSA Action Plan implemented
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	RO	Legal and Democratic Services Internal Audit
Produce Consumer Protection e-government action plan	Dec 2003	Clear e-government strategy Interactive web site(s)	RO	DC, ICT	High quality services Improved service access

Service Improvement Plan

Task	Target Date	Outcome	Responsible Officer	Dependencies	Key objectives to be achieved
Bereavement Services
Complete implementation of Best Value Improvement Plan (pilot)	Dec 2003	Target agreed with BVI achieved	MH	RO	Service excellence
Prepare Business Case for ICT investment and implement	Dec 2003	Software package purchased and installed	MH	Budget	Service excellence e-government progress
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvement to work environment. No pubic liability claims	MH	Budget
Pilot innovation with “Friends” groups	March 2004	More cost effective service	MH	Legal considerations Members	Service Excellence
Resolve uncertainty with Coroner surrounding sudden deaths	June 2003	No complaints	RO	MH, Budget, Police, Coroner	High quality service

Task	Target Date	Outcome	Responsible Officer	Dependencies	Key objectives to be achieved
Trading Standards
Establish IOW Consumer Support Network	Dec 2003	Service improvement through co-ordination.	RS	JW	Improving quality of life
Achieve Community Legal Services accreditation	Dec 2003	Independent quality statement	RS		Service excellence
Confirm appointments to all posts in operational structure	June 2003	Capacity to deliver effective enforcement in all relevant areas	RS	Applications from qualified staff	Creating safe communities
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvements to work environment	RS	Budget
Develop a second Fair Trading Partnership	March 2004	Fewer consumer complaints	RS	GP, Budget	Improving quality of life
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	RS	KL, JW	Service excellence, improve quality of life, creating safe communities

Service Improvement Plan

Task	Target Date	Outcome	Responsible Officer	Dependencies	Key objectives to be achieved
Environment Health
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvement to work environment	BM	Budget
Prepare project plan to integrate liquor licensing duties	June 2003	Satisfy new legal duty	BM	RO, JM, BM, Budget	Creating safe communities
Prepare liquor licensing policy	June 2003	Decision making simplified	RO	BM, JM, Members	Creating safe communities
Complete implementation of Best Value Improvement Plan	September 2003		BM	GD, DM, JM, WH	Service excellence
Confirm appointments to all posts in operational structure	June 2003	Capacity to deliver effective enforcement in all relevant areas	BM	Applications from qualified staff	Creating safe communities

Service Improvement Plan

Service Improvement Plan

Task	Target Date	Outcome	Responsible Officer	Dependencies	Key objectives to be achieved
Office Services
Ensure all Health and Safety Management arrangements in place	Sept 2003	Improvement to work environment	DC	Budget, training
Review CP admin systems, to simplify/rationalise procedures	September 2003	Avoid unnecessary duplication	DC	Accommodation Review, Budget	Service excellence

Last year’s service improvement targets were:
Outcome	Target Date	Date achieved	Comments
Food Safety:
Improvement in compliance with Food Safety standards in a variety of areas	31/3/02	-	Some, but not all, targets achieved.
Health and Safety:
Risk assessment of 20% of all premises	31/3/02	31/3/02	33% of premises assessed
Environmental Protection:
a) Improvement in known dog fouling areas	31/3/02	31/3/02	No. of areas reduced by 2. Amount of fouling reduced by 45%
b) Response to general complaints within certain times	31/3/02	31/3/02	7% over target achieved
c) Determination of complaints within 8 weeks	31/3/02	-	7% shortfall
Licensing:
a) Applications processed within 6 weeks	31/3/02	31/3/02
b) Risk assess all PEL premises	31/3/02	31/3/02
c) Reduction in risk factor for PEL premises	31/3/02	31/3/02	9% over target achieved

NB Consumer Protection was established on 1 April 2002

Service Manager’s review of 2002-03:

Key achievements:

ü CP Management structure agreed and appointments made

ü Environmental Health Best Value Review completed and improvement plan agreed and progressed

ü Bereavement Services Best Value Review (pilot) improvement plan agreed and progressed

ü Positive inter-authority audits addressing food safety and environmental protection

ü Good Food Standards Agency Audit of food safety, food standards and agriculture

ü FLARE implementation on track

ü Strong presence at Garlic Festival and County Show

ü Health and Safety at Work etc Act business self assessment targets achieved, pro-active programme of risk based inspections underway

ü All prosecutions undertaken successful

ü Bereavement Services Task Group serviced, outcomes reported to Select Committee, and recommendations to the Executive

ü Hackney Carriage Working Party maintained

ü Hackney carriage dezoning investigation undertaken and reported to Select Committee; recommendation to dezone to be presented to the Executive.

ü Systems introduced to provide consumer advice electronically

Monthly output measures proposed for 2003/2004:

cremations

burials

licences issued

food hygiene inspections

consumer advice/dissatisfaction inquires

business advice requests

environmental protection service requests

noise abatement notices served

health and safety service requests

food safety service requests

stray dogs seized

fixed penalty dog fouling tickets issues

prosecutions (informations) undertaken successfully

	Subject for consultation	Date & contact	Key results of consultation	Action taken
Past consultations	TS Advice Service	Nov 2001 RS	See PI’s (service improvement)
	TS Inspection Service	Nov 2001 KL	See PI’s (service improvement)
	Environmental Health	July 2001 BM	Inform Best Value Review	Action Plan agreed by Select Committee
	Hackney Carriage Dezoning	Aug 2002 JM	Recommendation to dezone	Report to Executive
	Bereavement Services Issues	Ongoing MH	Service improvement	Improvement Plan
Planned consultations	TS Advice Service	Sept 2003 JW	Service improvement
	TS Inspection Service	Sept 2003 KL	Service improvement
	EH inspections (Food and H&S) EH enforcement, dogs, general complaints Pest Control – approved contractors performance	Ongoing – some not in place yet	Service improvement

Revenue Expenditure	2003-4	2004-5	2005-6	Comment
Legislative pressures
Liquor Licensing duty (announced November 2002)	£25.0	£50.0	£50.0	New duty; estimated expenditure should balance licence income from 2004-5 onwards (Legal Services expenditure extra)
Health and Safety enforcement	£25.0	£25.0	£25.0	New regime. IWC to be audited by HSE – new officer. Date of audit to be confirmed.
Stop now orders, Enterprise Bill	£10.0	£10.0	£10.0	New duty. DTi letter to “Chief Executive”
Pest control contract	£7.0	£7.0	£7.0	To retain maximum cost for benefit recipients at £5 per call out

Capital Expenditure	2003-4	2004-5	2005-6	Comment
Legislative pressures
Noise monitoring equipment	£6.0	£6.0	£6.0	Equipment inherited from boroughs now obsolete – beyond repair
Health and Safety – Bereavement Services	£15.0	£15.0	£15.0	To be supplemented by bid to Risk Management fund – to complete memorial safety programme etc
Service improvement
Cemetery extension infrastructure – East Cowes	£30.0	£30.0	£40.0	Select Committee recommendation to Executive
Gatcombe cemetery extension	£6.0	-	-	Select Committee recommendation to Executive
Station Road Upgrade	£20.5	-	-	Repair and resurface road to IW crematorium

Items flagged up for the future, but not quantified at this stage:

*Health and Safety Management guidance responsibility to be brought back in house from October 2003 (£70k budget)

ICT hardware renewal (general). Procurement of dedicated software for Bereavement Services