April 2005 Response Programme: the impact on Tranche 1 BVPIs

Improvement factors The successful delivery of the Response Programme will have an important, positive impact on the Council’s BVPI’s caused by a number of factors: Focusing of customer service resources in one place leading to economies of scale and consistent levels of customer service Enabling the re-direction of customer contacts to quicker, low cost alternatives (e.g. internet payments) Re-engineering and improved ICT resulting in: increased speed of workflow reduction in cost of processes reduction in administrative tasks for specialist staff enabling an increased focus on service delivery Improved management information resulting in more responsive management

Consistent levels of customer service and/or re-direction of customer contacts to quicker, low cost alternatives Corporate: % of interactions delivered using internet protocols or other paperless methods (BV157) % of authority buildings suitable for and accessible to disabled people (BV156) % of complainants satisfied with the handling of those complaints

Increased speed of workflow Corporate: % invoices paid within 30 days Built Environment: % planning applications determined within Government timescales (BV109a-c) % land searches carried out in 10 working days (BV188)

Increased focus on service delivery and/or more responsive management Customer Services % of council tax collected (BV9) % of business rate received (BV10) Street Environment Customer satisfaction with streets environment services (BV90a-c) Built Environment Number of days of temporary road closure (BV100) % pedestrian crossings with facilities for disabled people (BV165) % footways which were easy to use (BV178) Condition of roads (BV96 &97 % roads not needing repair (BV186 a and b) Cultural Services Visits to libraries (BV177) Residents satisfaction with cultural services (BV119 a-e)

Tranche 2 and 3 Services For example: Speed of processing applications (benefits, housing, social services) Speed of undertaking reviews/statements (SEN, social services) Unit costs Customer satisfaction

Next steps Complete ICT build and re-engineering across all service areas Full realisation of the efficiencies identified by re- engineering across all tranches Target setting across all services for Tranche 1 services building impact of response improvements into their new targets

More information : Graeme McDonald Head of Corporate Performance and Scrutiny Ext 7485