Contact your Parish Council
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KPI Quarterly Report
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For Maidstone to have a growing economy
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A transport network that supports the local economy |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13
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Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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PKG 007 |
Number of onboard Park & Ride bus transactions |
102,093 |
94,034 |
98,700 |
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94,034 |
Jeff Kitson |
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The number of tickets sold is continuing to show a steady decline year on year, reflecting the current economic down turn. A report has been prepared for the cabinet member which identifies ways in which the current shortfall can be reduced by reducing bus frequency to match demand, together with proposals to re-market the service. |
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PKG 002 |
Income from pay and display car parks per space |
254.62 |
277.14 |
281.23 |
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277.14 |
Jeff Kitson |
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It is anticipated that income levels will meet target by year end which will in turn increase the income per space measured in this indicator. |
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A growing economy with rising employment, catering for a range of the skill sets to meet the demands of the local economy |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13 |
Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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LVE 002 |
Percentage of people claiming Job Seekers Allowance |
2.5% |
2.5% |
2.4% |
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2.5% |
John Foster |
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The percentage of people claiming jobseekers allowance (LVE 002) has actually decreased by 0.2% since quarter 4 2011/12 which is positive and is back to the same level it was at quarter 1 last year. When looking at performance over the last three years it shows that this indicator is moving in the right direction albeit slower and with minor fluctuations during the year. When comparing our performance with that of other Kent authorities, Maidstone is currently 5th out of the 12 Kent districts. |
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DCV 001 |
Percentage of commercial planning applications completed within statutory timescales |
100.00% |
83.33% |
90.00% |
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83.33% |
Rob Jarman |
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During quarter 1, 18 commercial planning applications were received compared to two for the same period last year. Of the 18 received three were processed outside of the statutory timeframe. |
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For Maidstone to be a decent place to live
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Decent, affordable housing in the right places across a range of tenures |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13 |
Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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HSG 001 |
Number of affordable homes delivered (gross) |
36 |
100 |
28 |
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100 |
John Littlemore |
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HSG PS 002 |
Number of homes occupied by vulnerable people made decent |
40 |
15 |
36 |
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15 |
John Littlemore |
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Removal of centralised grants related to energy efficiency has resulted in a lower number than anticipated interventions during Qtr 1. Poor thermal comfort is the main cause of homes not being decent in non-social housing stock. |
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DCV 003 |
Percentage of residential planning applications processed within statutory timescales |
73.17% |
84.85% |
78.00% |
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84.85% |
Rob Jarman |
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Continue to be a clean and attractive environment for people who live in and visit the borough |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13 |
Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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WCN 005 |
Residual household waste per household (NI 191) |
104.82 |
110.61 |
110.00 |
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110.61 |
Jennifer Gosling |
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The first quarter is generally the worst in terms of performance, the quarterly target has been marginally missed. It is expected that the annual target will be achieved. |
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WCN 001 |
Percentage of household waste sent for reuse, recycling and composting (NI 192) |
45.58% |
47.40% |
46.00% |
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47.40% |
Jennifer Gosling |
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DEP 001 |
The percentage of relevant land and highways that is assessed as having deposits of litter that fall below an acceptable level (NI 195a) |
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1.66% |
1.70% |
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1.66% |
Jonathan Scott |
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DEP 007 |
Percentage of fly-tipping reports responded to within one working day |
99.10% |
99.69% |
99.00% |
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98.15% |
Jonathan Scott |
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DCE 001 |
Percentage of planning enforcement cases signed off within 21 days |
96.5% |
81.82% |
92% |
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81.82% |
Rob Jarman |
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The lower performance was due to absence of the investigation officers and the clearance of backlog cases, which impacted on the investigation of the new cases. Although the 21 day target was missed the initial investigation was completed within 2 weeks of the deadline passing for the majority of the out of time cases. |
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Residents in Maidstone are not disadvantaged because of where they live or who they are, vulnerable people are assisted and the level of deprivation is reduced |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13 |
Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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R&B 004 |
Time taken to process Housing Benefit/Council Tax Benefit new claims and change events (NI 181) |
11.75 |
11.17 |
15.00 |
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11.17 |
Steve McGinnes |
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HSG 005 |
Number of households prevented from becoming homeless through the intervention of housing advice |
235 |
104 |
150 |
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104 |
John Littlemore |
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Q1 has seen a continued demand for homelessness services at points of crises which has reduced the ability to intervene to prevent homelessness in the first instance. The service continues to provide a clear focus on prevention interventions; however it is important to note that where households are considered to be homeless there are often statutory obligations to be met. |
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HSG 004 |
Average time taken to process and notify applicants on the housing register (days) |
2.5 |
1.5 |
5.0 |
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1.5 |
John Littlemore |
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Corporate & Customer Excellence
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Services are customer focused and and residents are satisfied with them |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13 |
Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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R&B 009 |
Overall satisfaction with the benefits service |
81.06% |
84.87% |
85% |
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84.87% |
Steve McGinnes |
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Overall benefit rates have reduced and processing times have increased slightly since the end of 2011/12 while the team balance priorities of processing and income generation. It should be noted that satisfaction has improved by 3% since the same quarter in the previous year. |
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CTC 001 |
The average wait time for calls into the Contact Centre |
144.67 |
79 |
50 |
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79 |
Sandra Marchant |
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During May the target for the average wait time was met however in both April and June the target was missed resulting in the quarterly target not being met. This quarter has been extremely busy in both the Gateway and Contact Centre and it hasn’t helped that there has been a bank holiday or long weekend in each month. Bank holiday weeks are always extremely busy. A senior member of the team left at the end of March and although the vacant post has been filled the range of services dealt with by the senior can’t be covered by any new CSA in such a short time. The less CSAs available to answer the more complex services means customers for those services may have to wait longer impacting on the resultant average wait time. There has been a lot of training completed during the quarter and some annual holidays being taken so the team have not been running at full capacity during the quarter. |
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C&S 001 |
Percentage of complaints resolved within the specified timescale |
86.74% |
94.25% |
95% |
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94.25% |
Angela Woodhouse |
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During Quarter 1 there has been an improvement in the percentage of complaints responded to within timeframe. A total of eight complaints that responded to outside of the timeframe, DC Enforcement and Housing Options each had two complaint that were out of time and Environmental Enforcement, Parking Services, Revenues and Development Management each had one complaint go out of time. |
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CTC 002 |
Percentage of Visitors to the Gateway responded to by a CSA within 20 minutes |
81.2% |
72.12% |
80% |
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72.12% |
Sandra Marchant |
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During May the target for the percentage of Visitors to the Gateway seen by a CSA within 20 minutes was met however in both April and June the target was missed resulting in the quarterly target not being met. This quarter has been extremely busy in both the Contact Centre and Gateway and it hasn’t helped that there has been a bank holiday or long weekend in each month. Bank holiday weeks are always extremely busy. Although the team are fully resourced, they have not been running at full capacity due to one senior member of the team being on long term sick following an operation, a lot of training being completed in the quarter and staff holidays. |
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Effective, cost efficient services are delivered across the borough |
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PI Ref |
Indicator Description |
Q1 2011/12 |
Q1 2012/13 |
Q2 2012/13 |
Q3 2012/13 |
Q4 2012/13 |
2012/13 YTD |
Responsible Officer |
DoT |
Status |
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Value |
Target |
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R&B 005 |
Percentage of Non-domestic Rates Collected (BV 010) |
34.26% |
34.32% |
34.29% |
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34.32% |
Steve McGinnes |
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R&B 006 |
Percentage of Council Tax collected (BV 009) |
30.10% |
30.10% |
30.10% |
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30.10% |
Steve McGinnes |
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CTC 004 |
Avoidable contact: the proportion of customer contact that is of low or no value to the customer (NI 14) |
5.3% |
6.2% |
6.5% |
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6.2% |
Sandra Marchant |
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R&B 007 |
Value of fraud identified by the fraud partnership |
£260,524.27 |
£169,899.79 |
£125,000.00 |
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£169,899.79 |
Steve McGinnes |
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HRO 001/BV 12 |
Working Days Lost Due to Sickness Absence (rolling year) (BV 12) |
6.01 |
8.19 |
8.00 |
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8.19 |
Dena Smart |
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The reason sickness days has increased is due to long term sickness. Over the last 12 months we have had 2 ill health retirements and 1 capability dismissal on the grounds of ill health. All 3 cases have taken a long time to resolve as we have had to obtain a number of medical reports before the decision is to dismiss. Separating out long term and short term sickness, the short term absence figure for year to date is 3.13 days and the long term is 5.06 days. |
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BIM 002 |
Percentage of financial transactions not carried out on-line or by direct debit/standing order |
15.04% |
10.35% |
13.5% |
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10.35% |
Paul Riley |
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DCV 009 |
Percentage of planning decisions taken under delegation |
93.10% |
88.31% |
94.50% |
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88.31% |
Rob Jarman |
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There were 14.2% fewer decisions taken in quarter 1 compared to the same period last year. The main cause of this was that each the Council’s applications for marketing sites throughout the borough had to go to planning committee as they related to land owned by the Council. |
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WCN 006 |
Missed bins (per 100,000 collections |
40.13 |
20.62 |
25 |
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20.62 |
Jennifer Gosling |
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