SOSC Key Performance Indicators Quarter 3 (October December) - PDF document

14/02/19 SOSC Key Performance Indicators Quarter 3 (October – December) 2018-19 Paul Underwood Head of Policy & Culture 01707 357220 / p.underwood@welhat.gov.uk Performance Indicator – 11 Visits to and use of local museums and galleries, in person (per 1,000 population) Q3 Performance Trend 50 50 40 40 34 34 33 30 30 19 20 20 10 10 0 0 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments This outturn is expected because of the museum collection being placed in storage to allow for the structural works to the Study Room, which was out of use from mid-October to mid-December 2018. Without access to the collection and event props, the well-attended Christmas Fair did not go ahead at the end of November; the Study Room was not available for large school groups or weekday hires; and there was no service available for collection enquiries or research. The main gallery exhibition was also in its last months and, due to the way the Christmas school holidays fell, there were no children's activities in December. This greatly impacted on the number of visitors that we attracted during this quiet time of the year, highlighting the importance of our annual events programme which brings visitors to this destination site. We expect to see a sustainable improvement in visitor numbers in 2019. 1

14/02/19 Performance Indicator – 12 School group visits and use of museums and galleries Q3 Performance Trend 1000 1000 850 850 800 800 573 600 600 411 400 400 200 200 0 0 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments We are ahead of the annual target but down against this quarter target. The spread of school bookings has been more even this year across the quarters, but this is not easy to predict in advance. There is still capacity to attract more schools to the Bath House, and we have been in discussions with learning officers at the Verulamium site in St Albans to see if we can work together to offer schools combined visits in the future, as the two sites complement each other. Development work has been going on for new outdoor learning sessions which will be offered this year and, together with the new STEM sessions, we should see a further increase in school visits at both sites in 2019. School sessions are available three days a week during term time (Tuesdays to Thursdays). Performance Indicator – 13 The total number of tickets sold across all businesses at CW Entertainment, (excluding private party bookings) Q3 Performance Trend 100,000 100,000 82,766 74,707 80,000 80,000 69,089 60,000 60,000 60,000 40,000 40,000 20,000 20,000 0 0 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments This indicator was first introduced in 2017-18 and, on review, it is clear it was set too high for the business. It has been revised downwards for 2018-19 so it is more realistic and, because the annual pantomime production is now accounted for separately, its ticket sales no longer form part of this indicator. Quarter 3 was very busy generally with the October half term and Christmas school holidays doing particularly well. A strong film programme ensured that cinema visits were good. RollerCity and Soft Play City also performed well through this period, which is traditionally the busiest time of year for Campus West. 2

14/02/19 Performance Indicator – 14 The percentage of customers satisfied with value for money across all services offered by CW Entertainment Q3 Performance Trend 99.22% 100.00% 100.00% 90.49% 90.00% 90.00% 80.00% 80.00% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments Campus West continues to be popular with an average of 9 out 10 customers telling us we provide value for money using the Net Promoter Score (NPS) survey data. Performance Indicator – 15 The percentage of customers satisfied with all services and facilities offered by CW Entertainment Q3 Performance Trend 96.29% 96.06% 100.00% 92.00% 92.00% 100.00% 80.00% 80.00% 60.00% 60.00% 40.00% 40.00% 20.00% 20.00% 0.00% 0.00% 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments Campus West continues to provide a great customer service overall using the Net Promoter Score (NPS) survey data. This is a testament to the hard working front facing team who deliver each day. 3

14/02/19 Performance Indicator – 29 The maximum number of households living in temporary accommodation in the borough (where the council has a duty) Q3 Performance Trend 120 120 96 100 100 89 75 80 80 55 60 60 40 40 20 20 0 0 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments The requirement for temporary accommodation has reduced in the last quarter, and a lot of work has gone into reducing the amount of households in hotels. There are now only 5 households in hotels, and this is due to the lack of available accommodation at the point of application. Length of time in hotels is reducing as we identify suitable accommodation. Through early intervention, the team has also been successful in preventing homelessness via negotiating with lenders, landlords and families to help families stay in their homes for longer; they have also helped a number of families secure suitable housing in the private sector and with other landlords, using initiatives such as our rent deposit guarantee and ‘spend to save’ schemes. Performance Indicator – 30 The number of Decent Homes assessments undertaken in properties in the private sector Q3 Performance Trend 200 200 163 160 160 124 125 113 120 120 80 80 40 40 0 0 2017/18 2018/19 2017/18 2018/19 Target Actual Target Actual Service Comments This is an excellent result as it represents 118% of year to date target and provides a solid foundation for achieving the annual target. The number of assessments will vary according to the amount of reactive and programmed inspections compared to the degree of proactive work to identify and confirm suspected HMOs. The increase in Licensable HMOs and team restructure will likely result in a higher number of inspections and next year’s target will be reviewed to reflect this. 4