25 th April 2012 Financial Position Performance Customer - PowerPoint PPT Presentation

Martin Matheson Building Standards Manager User Forum 25 th April 2012

Financial Position Performance Customer Satisfaction The Future Local Issues

2009/10 Budget target:- £854,000 2009/10 Revenue received:- £795,200 (-£58,800) 2010/11 Budget target:- £854,000 2010/11 Revenue received:- £791,000 (+£63,000) 2011/12 Budget target:- £804,000 2011/12 Revenue received:- £584,000 (-£220,000) BW’s received 09/10: 1190 BW’s received 10/11: 1354 BW’s received 11/12: 1380 09/10 Value of works:- £80M 10/11 Value of works:- £88M 11/12 Value of works:- £56M

Building Standards Fee Revenue £1,200,000 £1,000,000 £800,000 £600,000 Budget Target Revenue Received £400,000 £200,000 £0 2007/08 2008/09 2009/10 2010/11 2011/12 Financial Year

Deletion of 2 Vacant Posts within Building Standards as result of Service Review (requirement of 20% savings) Reduction in spending on all budgets called for Moratorium on spending Weekly monitoring of application numbers Budgetary position reported to DMT monthly Area Professional Staff Re-structuring Area Administration Staff Re-structured/Re-structuring

Percentage of Building Warrant applications responded to within 20 days 100.0 94.2 93.6 92.8 90.0 91.2 90.2 89.9 88.8 88.7 87.9 87.6 85.8 85.8 83.8 % 80.0 79.2 79.2 78.0 77.8 76.7 75.7 72.1 70.0 60.0 07/08 07/08 07/08 07/08 08/09 08/09 08/09 08/09 09/10 09/10 09/10 09/10 10/11 10/11 10/11 10/11 11/12 11/12 11/12 11/12 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4

Average no of days to respond to a request for a Completion Certificate 6.0 5.4 5.0 4.0 3.5 3.0 3.0 2.8 2.6 2.6 2.6 2.6 2.5 2.5 2.4 2.4 2.0 2.3 2.2 2.2 2.2 2.0 2.0 1.9 1.8 1.0 0.0 07/08 07/08 07/08 07/08 08/09 08/09 08/09 08/09 09/10 09/10 09/10 09/10 10/11 10/11 10/11 10/11 11/12 11/12 11/12 11/12 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4

Percentage of Building Warrants issued within 6 days 100.0 91.4 93.4 90.0 90.3 89.2 89.1 88.2 88.1 88.0 87.4 86.9 82.9 85.3 83.8 83.5 83.2 % 80.0 78.5 77.5 77.4 73.2 70.0 71.3 60.0 07/08 07/08 07/08 07/08 08/09 08/09 08/09 08/09 09/10 09/10 09/10 09/10 10/11 10/11 10/11 10/11 11/12 11/12 11/12 11/12 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4

Percentage of Completion Certificates issued within 3 days 100.0 95.3 97.2 97.1 96.9 96.6 95.4 95.3 93.9 92.8 91.6 90.0 91.4 91.1 89.1 87.6 86.8 86.6 86.0 85.0 82.5 % 80.0 78.0 70.0 60.0 07/08 07/08 07/08 07/08 08/09 08/09 08/09 08/09 09/10 09/10 09/10 09/10 10/11 10/11 10/11 10/11 11/12 11/12 11/12 11/12 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4 FQ1 FQ2 FQ3 FQ4

Customer Satisfaction Survey Response Rate 5.0 4.7 4.0 2.9 2.9 3.0 % 2.0 1.2 1.0 0.0 2008/9 2009/10 2010/11 2011/12

Customer Satisfaction Survey Was the manner in which your enquiry/application received: 80 70 60 50 2008/9 2009/10 % 40 2010/11 2011/12 30 20 10 0 unacceptable poor acceptable good excellent

Customer Satisfaction Survey Was the time taken to deal with your enquiry/application: 80 70 60 50 2008/9 2009/10 % 40 2010/11 2011/12 30 20 10 0 unacceptable poor acceptable good excellent

Customer Satisfaction Survey Was the level and quality of information and advice given: 80 70 60 50 2008/9 2009/10 % 40 2010/11 2011/12 30 20 10 0 unacceptable poor acceptable good excellent

Customer Satisfaction Survey Was the attitude of the case officer who dealt with you: 90 80 70 60 2008/9 50 2009/10 % 40 2010/11 2011/12 30 20 10 0 unacceptable poor acceptable good excellent

Customer Satisfaction Survey Was the overall service: 80 70 60 50 2008/9 2009/10 % 40 2010/11 2011/12 30 20 10 0 unacceptable poor acceptable good excellent

Work Plan 2011 Task Resource People Budget Time Priority Participate in Planning Services’ Service Review Sept 11 1 Whole Team Officer Time High Review and update Balanced Scorecard and submit to Building Standards Division May 11 2 Balanced Scorecard Officer Time High working group Review existing protocols for allocation of workload on building warrants and completion certificates Dec 11 3 BSM/TLs Officer Time Low 4 Review process for re-allocation of BW applications to alternative area offices with greater capacity BSM/TLs Officer Time Dec 11 Medium Dec 11 5 Review the formal recording system of Team Leader checking of 5% of all applications including those BSM/TLs Officer Time Low handled and processed by experienced surveyors 6 Continue to participate in partnership peer review and benchmarking meetings with external partners BSM Officer Time Dec 11 Medium Review risk assessment protocol for completion and other inspections Dec 11 7 BSM/TLs Officer Time High Monitor current system for fast tracking of building warrant applications 8 TLs Officer Time Dec 11 Medium 9 Monitor pre-warrant submission enquiry protocol and procedure. Implementation of formal electronic TLs Officer Time Dec 11 Low recording of process Jun 11 SysTech High 10 Update and implement electronic recording of alternative solution(s) protocol and procedure BSM/TLs/SysTech Officer Time Jun 11 High Issue annual customer satisfaction survey Dec 11 11 BSM Officer Time Low Introduce risk assessment protocol for Property Inspection Service (‘Letter of Comfort’) Aug 11 12 BSM/TLs Officer Time Medium Review existing and continue to develop and update user guidance notes Nov 11 13 BSM Officer Time Low Further Improve access to web-based and other service information 14 BSM/SysTech Officer Time May 11 High Continue to develop and refine existing e-Building Standards Initiatives, e.g. electronic correspondence 15 BSM/SysTech Officer Time Dec 11 High and web based register 16 Continue to hold regular technical meetings, bi-annual in-house whole team meetings and Balanced Whole Team Officer Time Dec 11 High Scorecard team meetings to ensure a common approach throughout the 4 area offices and 2 satellite offices 17 Continue to develop CPD and training seminars in conjunction with our Benchmarking partners, making Whole Team Officer Time Dec 11 High them available to our regular users 18 Further utilise and develop Building Standards network drive for dissemination of information to all staff Whole Team Officer Time Dec 11 Low Monitor performance of area admin resources in light of further centralised admin function 19 BSM/TLs Officer Time Dec 11 High Review and further develop formalised training regime for trainees and assistants 20 BSM/TLs Officer Time Jun 11 High 21 Continue with successful courier service of internal document transfer between main area office and BSM/TLs Officer Time Jun 11 High island based satellite office and investigate provision of courier service of internal document transfer between all area offices and satellite offices 22 Investigate possibility of outsourcing of scanning historic Building Warrant files for inclusion in Electronic BSM Officer Time Jun 11 High Document Management System Continue to investigate feasibility and technology/equipment required in the introduction of e- 23 BSM/SysTech Officer Time Dec 11 Low applications of Building Warrants Undertake feedback survey of Building Standards and area office Admin staff 24 BSM Officer Time Dec11 Medium Refine method for collective recording of individuals timesheets of verifier/non-verifier function Aug 11 25 BSM/Admin Officer Time High Continue to monitor and review financial and budgetary position Dec 11 26 BSM Officer Time High Review procedure for verification of estimated costs & appropriate fee on all applications May 11 27 BSM/TLs Officer Time High 28 Introduce formal application system and appropriate fee for confirmation of exemptions to Building BSM Officer Time Apr 11 High Warrant process Review existing non Verifier fees in line with inflation and identify possible additional revenue streams Apr 11 29 BSM Officer Time High Develop Air pressure testing Protocols May 11 30 BSM Officer Time High