Performance Monitoring Report Mid Year - 1 st April 2014 to 30 th September 2014 Milestones Indicators 4 6 27 2 46

Performance Monitoring ReportPerformance Monitoring ReportMid Year - 1Mid Year - 1stst April 2014 to 30 April 2014 to 30thth September 2014 September 2014

IntroductionIntroduction

The Council is committed to measuring its performance against challenging targets. To achieve this we have developed the Annual Plan containing a set of key priorities, annual plan milestones and local performance indicators at both corporate and local service level which help to drive continued performance improvement in identified areas.

This half yearly report (April 2014 to September 2014) presents information in easy to view tables, with accompanying text provided where further explanation is needed or where it adds to the overall understanding of a particular set of figures.

SummarySummary

Over the period from April-September 2014, the Council has continued to deliver its services to the local community in a professional and effective manner. It has successfully achieved this within budget whilst also implementing a challenging internal service review programme.

Key Priorities MilestonesKey Priorities Milestones

Significant progress has been made on the following key priorities:

The Camberley Town Centre Area Action Plan was adopted in July 2014;The Camberley Town Centre Management Strategy is now agreed and meetings have commenced;Town Centre car park improvements are substantially completed;The new Surrey Heath Business Awards were successful;The Council has become a dementia friendly organisation;The Council is successfully delivering the Surrey Supporting Families project for Surrey Heath and Runnymede;The Economic Development Strategy was approved by Executive;Engagement continues with neighbouring districts and boroughs on a joint waste contract;Approval to construct an artificial 3G pitch at Frimley Lodge Park.A “Make it Real” event was held in September 2014 attracting over 90 representatives from organisations providing services to older people The Wellbeing centre is substantially completed with a number of activities agreed by partners.

Services MilestonesServices Milestones

There is plenty to celebrate in the achievements of the milestones which are also set out in the Annual Plan:

A Marketing Strategy was agreed in July 2014; More services are being delivered through the Contact Centre; Phase one of the Customer Care Strategy has been rolled out; The Council’s financial statement was placed on the website in late June 2014;Strategy changes were agreed to increase the returns on Council investments;All internal audit recommendations made since April 2014 have been implemented;Community consultation events are planned, with the first one taking place in November 2014.

Performance IndicatorsPerformance Indicators

Our performance indicators continue to illustrate improvements in service delivery with some of the highlights being:

The number of residents receiving meals at home and “Tele-care” has increased by 21% compared to last year; The Property Team achieved a 40% increase in income over their target through effective asset management; Increased income has been generated from pitch booking, theatre lettings and hire and events in Frimley Lodge Park;The number of major planning applications determined exceeded target and was 100% in the second quarter;84% of non-major planning applications were determined within target times against a target of 70%;98% of customers felt that Contact Centre service was good or excellent

ConclusionConclusion

This review of the first half of the 2014/15 year illustrates the continuously improving performance of the Council against corporate key priorities, annual milestones and performance indicators. This report contributes to improving the management of the Council’s performance to achieve its “2020 Strategy” corporate plan objectives.

Council Key PrioritiesCouncil Key Priorities

MilestoneMilestone End Date Status Note

1. To adopt Camberley Town Centre Area Action Plan 30-Jun-14 Adopted at Full Council July 2014.

2. Deliver all town centre car park capital improvements 31-Oct-14 Pay on foot and stairwells complete.

3. Develop Agreement (D.A.) for the town centre 31-Dec-14 Discussions continuing on Heads of Terms however not likely to be concluded until March 2015

4. Prepare public realm strategy for Camberley Town Centre 31-Dec-14 Work delayed but will be completed by March 2015.

5. Planning Application 31-Dec-14 Pre-application discussions are on-going however application not anticipated until March 2015

6. Town Centre Management Strategy approved 30-Sep-14 Strategy agreed and Town Centre management meetings started.

7. Town Centre Management Pilot scheme in place 31-Dec-14 First meeting with key Town Centre partners has taken place and on going meetings scheduled.

8. Complete the acquisition of assets necessary for the delivery of the Town Centre master plan 31-Mar-15 Assets will be acquired in accordance with DA requirements. Some

are being acquired by negotiations.

9. Support a feasibility study into future options for Camberley Library with SCC 31-Mar-15 SCC scoping a new proposal for LEKR project.

10. Promote the theatre to bring in more nationally recognised acts 31-Mar-15

4 sold out shows to date, of which 3 are national acts. Relationship building with national promoters continues to lead to top quality acts appearing.

11. Promote the theatre cafe to increase patronage 31-Mar-15 Café Marketing plan in place and being regularly updated and reviewed; pre show and conference catering going well.

Key Priority 1 – To deliver an improved Camberley Town Centre for the benefit of the Borough.Key Priority 1 – To deliver an improved Camberley Town Centre for the benefit of the Borough.

Key Priority 2 – Working with Partners to make Camberley a destination of choice with improved Key Priority 2 – Working with Partners to make Camberley a destination of choice with improved

transport.transport.


1. Approval of a new Economic Development Strategy 30-Sep-14

Strategy agreed by Executive on 11/11/14.

2. To ensure that all bids included in the Camberley Local Growth Package submitted to Enterprise M3 to fund support for economic development in the Borough are successful, and that all milestones for 2014-15 delivery are completed

31-Mar-15 LEP now phasing funding over 5 years. Bids are being prioritised to be submitted across next 5 years.

3. To ensure the schemes for County Council Highway improvements across the borough which were bid for through Enterprise M3 are successfully funded

31-Mar-15 LEP now phasing funding over 5 years. Bids are being prioritised to be submitted across next 5 years.

4. Submit a planning application for development of Camberley Rail Station with Network Rail 31-Dec-14 Further discussions now being arranged with network

rail to discuss what a viable scheme might look like.

Key Priority 3 – Securing the future of local public services in Surrey Heath through a variety of Key Priority 3 – Securing the future of local public services in Surrey Heath through a variety of

strategies.strategies.

MilestoneMilestone End Date Status Note1. Deliver the 2014-15 Transformation programme through the Service Review Team and Transformation Management Board

31-Mar-15Service Review Team continues to challenge reviews. These are now being considered by the Corporate Management Team for consultation before being progressed.

2. Produce a service improvement plan for Development Management and start implementation 30-Jun-14 Final plan ready for approval.

3. Integrate environmental health and licensing to create one team 31-Mar-15

Work is progressing and a decision is expected on 11th November. There has been a successful bid to BRDO to help amalgamate the Surrey Heath, Mole Valley and Tandridge teams.

4. To have explored the feasibility of merging or outsourcing the Home Improvement Agency to another agency in order to increase the range of services offered to residents and to reduce expenditure through lower administrative and management costs

31-Mar-15 Work to explore the possibility of this project was commenced.

5. New website developed and launched to facilitate self-service delivery 31-Mar-15

Specification has been drawn up, looking to send out to companies to get an indication of costs. Starting to develop ideas for user testing groups which will be instrumental in building the new CMS.

6. Agree a project plan which will enhance and extend the services delivered through the Contact Centre, including partner organisations, by 31st July 2014, and start implementation

1-Jan-15Phase one of the customer strategy has been delivered as planned. Phase 2 is to be planned and linked with the new competency framework that is being developed for 2015/16

7. Deliver the Surrey Heath House master-plan 31-Oct-14 Not Started This project is temporarily delayed.

8. One more partner agency to be relocated in Surrey Heath House 30-Sep-14 In principle agreement with DWP to relocate by March 2015.

9. Joint Waste Tender documents developed 31-Mar-15

Procurement strategy agreed. Officer workshops held on tender evaluation; waste specification; and street cleansing specification. TEEP analysis currently being conducted by SCC which will have a significant impact on specification included in tender. Public consultation on waste service which includes questions on extended hours and collection days. Member task group meeting in November.

Key Priority 4 – Delivering with partners the Community Strategy action plans to improve Key Priority 4 – Delivering with partners the Community Strategy action plans to improve

community safety, transport, health, children and young people and economic well-beingcommunity safety, transport, health, children and young people and economic well-being ..


1. To have delivered the Health needs workplace charter pilot; reduction of smoking in work vehicles; and reduction of excess winter deaths

31-Mar-15All projects agreed by the Health and Well being group and incorporated into the Surrey Heath Public Health strategy.

2. To have implemented the Personalisation, Prevention and Partnership Plan for older people to agreed milestones 31-Mar-15

All projects are on track. A successful "Make it Real" event was held on 4th September attracting over 90 representatives from organisations providing services to older people in Surrey Heath. A pilot befriending service for dementia sufferers in Heatherside commissioned. Wellbeing centre substantially completed with a diary of activities agreed by partners.

3. To agree the 2015-17 phase of the Surrey Supporting Families Project by 30th September 2014 and maximise payments by results claimed

31-Mar-15Agreement reach with Runnymede to take forward project. Final budget and report for November Executive in preparation.

4. Confirm future funding for the Taxi Marshalls scheme for Camberley town centre 31-Jul-14

A new system of funding has been agreed whereby marshals are only used for peak evenings such as New Years Eve.

Business Business Executive Head - Executive Head - Leigh ThorntonLeigh Thornton

MilestonesMilestones End Date Status Note01. To agree future leisure and recreational provision at the London Road site 31-Mar-15 SMB Report November 2014 proposing a way forward for Exec

agreement in Jan 201502. To have a procurement strategy in place for the new grounds maintenance contract 31-Mar-15 Strategy agreed at CMT. SMB report in November 2014

recommending way forward.

03. To deliver all town centre car park capital improvements; new lifts, pay machines, barriers and refurbished stair wells 31-Oct-14 All complete except for Lifts. Work currently underway.

Programme of further proposed improvements being drawn up.

04. To review provision of the museum 31-Mar-15 Alternative occupiers for current museum being sought so as to create a viable business plan for a potential move.

05. To deliver 20 sold out shows at Camberley theatre 31-Mar-15 On target with main Autumn / Winter programme (inc. Panto) selling very well.

06. To deliver throughout the year a series of income generating community events in the theatre and parks 31-Mar-15 Frimley Lodge Live, Monster Truck Show, Theatre in the Park,

additional funfairs at Heatherside all delivered. Equality Impact Milestone End Date Status Note

1E. Arena Leisure Centre 2016 31-Mar-15 SMB report November 2014 proposing way forward for Exec approval Jan 2015.

2E. Camberley Town Centre Car Parks 31-Mar-15 EIA on completion of Car Park improvement works

More people, using a better service at no extra cost

IndicatorsIndicators Q1/14/15 Q2/14/15 Q3/14/15 Q4/14/15 Target

Increase the income generated from pitch bookings 10,475.41 9,435.83 6,562.50

Increase the average percentage of tickets sold for productions promoted in main auditorium of Camberley Theatre 59.00% 55.00%* 60.00%

Increase the income generated from theatre lettings and hire 46,380 37,700 16,250

Increase the income generated from community events 11,967.35 15,277.00 1,250.00

Reduce the subsidy to the Theatre

Annual target

95,625

Increase the occupancy levels (individual visits) at the town centre car parks

Annual target

315,000

Maintain the Arena in the top 25% of leisure centres nationally 20.00% 20.00% 25%

Increase the number of educational visits by the Heritage Service 22 80** 300

ExplanationsExplanations

*Q2 is typically the quietest for income and audience figures during the year. This figure is expected to be significantly higher in Q3 and Q4**Two workshops. Service preparing for curriculum changes from Sept 2014 with new loan boxes, workshops and leaflet. Figures good for this quarter as summer holidays mid July to end of August.

MilestonesMilestones End Date Status Note

01. To have expanded the community alarm and meals at home services, including across district and county boundaries where practicable; and to see a 20% increase in the number of clients over 2012/13 figure

31-Mar-15

As of 1st October there were 236 active meals at home clients and 817 active Community Alarm/telecare clients. Total number of clients for both services was 1053. The base line figure was 200 meals at home clients and 669 Community Alarm/telecare clients making a total for both services of 869. This represents an increase of 21%.

02. To have implemented the Personalisation, Prevention and Partnership Plan to agreed milestones

31-Mar-15

All projects are on track. A successful "Make it Real" event was held on 4th September attracting over 90 representatives from organisations providing services to older people in Surrey Heath. A pilot befriending service for dementia sufferers in Heatherside commissioned. Wellbeing centre substantially completed with a diary of activities agreed by partners.

03. To have worked with partners to develop the tender documents, including specification for a joint waste and street cleansing contract, for approval by the Executive

31-Mar-15

Procurement strategy agreed. Officer workshops held on tender evaluation; waste specification; and street cleansing specification. TEEP analysis currently being conducted by SCC which will have a significant impact on specification included in tender. Public consultation on waste service which includes questions on extended hours and collection days. Member task group meeting in November.

04. To have scoped with partners the Depots available from which to operate a joint contract. The Surrey Heath Depot to be strongly marketed as one of the operating Depots

31-Mar-15 List of all facilities completed. Financial Adviser completed report on Depot recharging.

Community Community Executive Head - Tim Pashen Executive Head - Tim Pashen

Delivering services which help to maintain Surrey Heath as a safe, clean and green community

05. To have delivered the following projects to agreed milestones: Health needs workplace charter pilot; reduction of smoking in work vehicles; and reduction of excess winter deaths

31-Mar-15

All projects agreed by the Health and Well being group and incorporated into the Surrey Heath Public health strategy.

06. To have developed the Food Safety Intervention Plan for 2015/16 for approval by the Executive

31-Mar-15

This is not due to be started until Q3


Increase the number of customers using the community alarm and meals at home services compared to 2012/13 numbers of 669 community alarm and 200 meals at home 18% 21% 20%

Exceed the 99% success rate for waste collections 99.93% 99.83% 99.01%

Increase percentage of household waste sent for reuse, recycling and compost 59.00% 59.00%* 60.00%

Increase satisfaction of business with local authority regulation services - (re: licenced premises) 91% 87%** 90%

Increase the number of food establishments in the area which are broadly compliant with food hygiene law 95% 93% 90%

Resolve all noise complaints within 60 days of receipt 98% 98% 85%

Explanations*figure is estimated based on information available at the time**We are still awaiting the September figure however those returned (62) 87% were satisfied with regulatory services.

Corporate Corporate Executive Head - Louise Livingston Executive Head - Louise Livingston


01. To successfully arrange and conduct the European Parliamentary Election in May 2014 1-Jun-14

02. To create and coordinate the annual marketing strategy to support service specific income generation through activities and campaigns to be agreed with Management Board

30-Jun-14 Marketing Strategy presented and agreed at CMT in July 2014. Currently working through SLA's set up with services including direct mail campaign for MOW and delivering the Keeping It Real Conference.

03. To agree a project plan which will enhance and extend the services delivered through the Contact Centre, including partner organisations

31-Jul-14 New housing services and noise services are now being delivered through the contact centre. New partner organisation has agreed in principle to move into the ground floor.

04. To deliver a Customer Care Strategy, to include revised customer care standards and supported by bespoke training throughout the organisation

31-Jul-14 Phase one of the customer strategy has been rolled out . Phase 2 is to be planned and linked with the new competency framework that is being developed for 2015/16

05. To roll out and embed a Committee Management system 30-Sep-14 The Committee Management system has been rolled out to a number of users for trial. Executive meeting in November 2014 saw the first 'paperless meeting'.

06. To produce a Member Induction Programme 1-Jan-15 Prospective Candidates event to take place in October 2014. Project team to develop Member Induction programme is currently being put together.

07. To implement the transition to Individual Elector Registration in accordance with the statutory timetable 31-Jul-14 Live data successfully matched with DWP in July 2014. All statutory

deadlines have been met.

08. To implement a new, dynamic and accessible website designed for the increasing mobile device usage

31-Mar-15

Specification has been drawn up, looking to send out to companies to get an indication of costs. Starting to develop ideas for user testing groups which will be instrumental in building the new CMS.

9. To be fully prepared/planned to deliver the May 2015 Genera/Borough/Parish elections in accordance with the statutory timetable

31-Mar-15 Regular Project team meetings taking place with the Returning officer.

All on track.

Enhancing the Council’s image as a professional, commercial and innovative organisation


Increase the percentage of customer enquiries resolved at the first point of contact 83.00% 84.00%* 86.00%

Increase the amount of income generated through advertising -32.00% 16.00% 5.00%

Increase the percentage of customer contact undertaken via a self-service channel New methods of accurately collecting this data is being researched 37.00%

Increase the percentage of paperless Committee/Management meetings Annual target 10.00%

Increase the percentage of customers that felt the Contact Centre service was good or excellent 95% 98% 90%

Increase the percentage of stage 2 and stage 3 complaints responded to within 10 days or less, that could be responded to within that time 100% 100% 90%


*A 1% increase since last quarter. Currently working with service areas to try and bring new business into the Contact Centre. Thus allowing us to resolve more customer queries at first point of contact.

Finance Finance Executive Head - Kelvin Menon Executive Head - Kelvin Menon


01. To place the draft financial statements on the website 30-Jun-14 Draft accounts placed on website on the 30th June

02. To achieve an unqualified audit opinion on the financial statements 30-Sep-14

03. To have an unqualified benefits and council tax return for DCLG 31-Dec-14

04. To work with services to deliver an increase in the Council Tax Base 31-Dec-14 Working with building control to ensure properties are placed on

the register as quickly as possible

05. To have worked with services to deliver an increase in the number of rateable properties 31-Dec-14 Working with departments to ensure that buildings are placed

on the register as quickly as possible

06. To have agreed the budget and Council Tax 28-Feb-15 Main budget work commenced in October

07. To increase percentage of overdue debts being actively managed 31-Mar-15 Slight increase in proportion of benefit debts being managed

and fall in overall level of sundry debts compared to last quarter

08. To increase the return on the Council's investments 31-Mar-15 Strategy changes agreed by members in early October

09. To conduct an empty homes review to increase Council Tax 31-Mar-15 Empty Homes review commenced

Supporting the Council’s development and growth by expertly managing the Council’s finances


Increase the percentage return above LIBOR on treasury investments 0.50% 0.80%* 1.00%

Increase the number of aged Housing Benefit debts under active management 67.4% 70.00% 71.00%

Increase the percentage of Council Tax collected 29.37% 57.82% 98.50%

Increase the percentage of Business Rates collected 25.99% 53.83% 25.00%

Minimise the variation in expenditure budget 2.50% 0% 0.00%

Improve time taken to process Housing Benefit new claims and change events 11 10 15

Improve time taken to process Council Tax Benefit new claims and change events 11 11 15

Implement internal audit recommendations made since April 2014 100% 100% 90%


*The continuing low bank base rates is depressing returns. Changes made to the treasury strategy in October should allow greater diversification in investment and hence improved returns


01. To undertake a preferred options consultation on draft Site Allocations Development Planning Document 31-Dec-14 Working to identify suitable options for gypsy and traveller sites ,

however now delayed due to luck of suitable sites.

02. To adopt the Camberley Town Centre Area Action Plan 18-Jul-14 Adopted by Full Council July 2014, project now complete.

03. To agree the 2015-2017 phase of the Surrey Supporting Families Project 30-Dec-14 Agreement reached with Runnymede to take forward project. Final

budget and report for November Executive.

04. Deliver new SANGS capacity for west and east of Borough 31-Dec-14 Discussions are ongoing with BFC to address west of Borough needs

05. To consult on a draft Affordable Housing Supplementary Planning Document 31-Dec-14 Discontinued Work on draft SPD now suspended.

06. To have consulted on a draft public realm strategy for Camberley Town Centre 31-Dec-14 Initial consultation work has been undertaken but subsequent draft

report requires additional work to progress.

07. To adopt and implement a Community Infrastructure Levy Charging Schedule 30-Jan-15 CIL adopted and will be implemented on 1st December 2014

08. To adopt a private sector renewal strategy 31-Mar-15 Inception meeting has been held with Environmental Health.

Regulatory Regulatory Executive Head – Jenny Rickard Executive Head – Jenny RickardWorking together for better homes, lives, communities and places


Improve percentage of major planning applications determined within target times 86% 100% 60%

Improve percentage of non-major planning applications determined within target times 84% 84% 70%

Number of households living in temporary accommodation 50 53* 30

Increase the net additional homes provided 10 7** 47

Achieve the targets set for the number of families worked within the family support programme 75 74 21

Reduce the percentage of appeals allowed against the authority's decision to refuse applications 71.00% 100.00% 25.00%

Reduce the average length of stay in bed and breakfast accommodation 7 4*** 0

All standard land searches carried out in 3 working days 99% 99% 100%


* Related to insufficient number of affordable houses. Lack of move-on options available for people to move on out of temporary accommodation and only a few new affordable homes delivered. **This is a reflection of the economic situation and the ongoing SANGs issue.*** This is related to the issue of housing availability. People are moved on as fast as possible but only if there is accommodation for them. Actual numbers in B&B has reduced significantly as a result of other initiatives.

MilestonesMilestones End Date Status Note01. To confirm funding for the Camberley taxi marshals scheme 31-Jul-14 A new system of funding has been agreed whereby marshals are only

used for peak evenings such as New Years Eve.

02. To gain approval of a new Economic Development Strategy 30-Oct-14 Strategy agreed by Executive on 11th November 2014.

03. To implement a new Performance Management System 31-Dec-14 A performance management timetable has been produced which more closely aligns the annual financial planning, appraisal process and timely reporting of performance information.

04. To manage the four community grant schemes for the capital, revenue, community safety and Armed Forces community covenant funds

31-Mar-15 All grant schemes have been promoted and are being delivered on time

05. To deliver two community consultation events in the Borough 31-Mar-15 First event scheduled for 26th November 2014 with the second event

to take place by March 2015

06. To ensure no more than 30% of Building Control capacity is used for non-fee earning activity to reduce cost of providing non-fee related work

31-Mar-15 On target

07. To deliver the ICT Project Plan 31-Mar-15

Tasks on the plan have mainly run to schedule. Unforeseen issues with the Oracle Financial Service and the telephony switch has meant a change in priority of some projects but this will all be brought up to date by the end of December.

08. To undertake a review of the ICT Helpdesk 31-Mar-15 To be progressed in quarter 3

09. To commence negotiations with tenants for the renewal of all expired leisure leases 31-Mar-15 On-going

Transformation Transformation Executive Head - Richard Payne Executive Head - Richard PayneThe Council Team planning ahead to generate our future


Generate additional income from effective management of the Council's assets 10,000 10,000 6,250

Maintain the market share of Building Control 81% 80% 80%

Maintain the level of Business Rate income from the top 30 business rate payers, excluding Government increases 100.00%

100.00% 100.00%

Reply to all FOI requests within the legally defined timescale 88.50% 96.00% 95.00%

Maintain the cost of ICT Licences at no more than inflationary increases -7.70% 26.70%* 2.80%


* invoiced for the support for Civica Financials while still paying for Oracle Financials in Q2 led to higher license costs as well as contractual increases in excess of 2.8% budgeted for. Negotiations with supplies to reduce costs with an expectation of improvements for the remainder of 2014/15

Legend for status colours and abbreviation used in this report:

SCC – Surrey County Council EIA – Equality Impact Assessment

MB - Management Board BRDO – Better Regulation Delivery Office

BFDC – Bracknell Forest Council SPD – Supplementary Planning Document

SMB – Senior Management Board LEKR – Land East of Knoll Rd

- On Track CMS – Corporate Management Strategy DWP – Department for Work and Pensions

- Completed CMT – Corporate Management Team M&M – Media & Marketing

- At Risk CCG – Clinical Commissioning Group MOW – Meals on Wheels

- Target Not Met SANG - Suitable Alternative Natural Green Spaces

TEEP – Technically, Environmentally and Economically Practicable

Documents

Performance Monitoring Report Mid Year - 1 st April 2014 to 30 th September 2014 Milestones Indicators 4 6 27 2 46