April 2005

Response Programme:the impact on Tranche 1 BVPIs

Improvement factorsThe 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 2005-8• Tranche 1 services building impact of response

improvements into their new targets

More information: Graeme McDonaldHead of Corporate Performance and Scrutiny

Ext 7485 mcdonalg@ealing.gov.uk