PI Status

Target not achieved

Target missed (within 10%)

Target met

No target to measure performance against

Data Only

Direction

Performance has improved

Performance has not changed / been sustained

Performance has declined

No previous performance to judge against

Objective 1. A transport network that supports the local economy

PKG 002

Income from pay and display car parks per space

£301.29

£291.15

£304.34

£333.00

£288.26

£928.49

£1029.49

Jeff Kitson

PKG 007

Number of on-board Park & Ride bus transactions

106,662

89,849.5

90,217

105,595

105,840

285,661

378,000

Jeff Kitson

To date for 2014/15 this indicator has slightly missed the target each quarter.  The annual target of 378,000 based on the 2013/14 annual out-turn which was 377,907, it is expected that the annual target this year will be marginally missed.

Objective 2. A growing economy with rising employment, catering for a range of the skill sets to meet the demands of the local economy

E&S 001

Work experience placements delivered (by the Council) across the borough

6

13

5

0

18

John Foster

This quarter, officer time was devoted to building relationships with private sector businesses to raise the awareness of the value of work experience to young people. Previously efforts have been focused on offering work experience within the council, the new approach of working with businesses should create many more places than the Council could have offered. Maidstone Studios has been targeted as its home to some 20 businesses. A Council focussed work experience event will be held in partnership with Job Centre plus in the fourth quarter.

E&S 002

Number of employers that have engaged with NEETs (not in education, employment or training) through MBC

0

4

38

6

48

John Foster

Funding has been allocated for a Saturday job scheme which will offer 16 and 17 year olds a 3 month placement within a business of their interest, commencing in April 2015. It will offer 24 placements in the district in the first year, with the intention for this scheme to be continued in subsequent years. Initially employers will be engaged to provide 3 month placements fully funded by the Kent Troubled Families Programme.

Discussions have commenced with the Federation of Small Businesses as to how to promote this opportunity as widely as possible across a range of sectors.

LVE 002

Percentage of people claiming Job Seekers Allowance

1.8%

1.5%

1.3%

1.2%

2.5%

1.2%

2.5%

John Foster

We are still awaiting the release of the figures for December 2014. Compared to the other Kent districts, Tunbridge Wells has the lowest proportion of people claiming JSA at 0.7% and Thanet the highest proportion at 3.6%, Maidstone is currently 5^th out of the twelve Kent authorities with 1,209 people claiming this benefit which equates to 1.2%.

Objective 3. Decent, affordable housing in the right places across a range of tenures

DCV 004

Processing of planning applications: Major applications (NI 157a)

63.64%

68.75%

80.00%

77.78%

70.00%

75.93%

70.00%

James Bailey

DCV 005

Processing of planning applications: Minor applications (NI 157b)

73.91%

62.65%

51.81%

49.09%

75.00%

55.20%

75.00%

James Bailey

To date for 2014/15 the Council has determined 221 minor planning applications compared to 257 at the same point in 2013/14. Performance has declined significantly compared to the quarter 3 period last year when 73.91% of minors determined were done so within the statutory timescales, to 49.09% for the currently quarter. Delivery issues with the new planning support service have impacted on this figure and there is currently a backlog of applications. Following the consideration of the quarter 2 performance report Cabinet are receiving monthly updates on the planning support service.  Based on previous performance it is unlikely that the annual target will be achieved.

DCV 006

Processing of planning applications: Other applications (NI 157c)

88.26%

80.00%

69.12%

68.10%

85.00%

73.03%

85.00%

James Bailey

To date for 2014/15 the Council has determined 697 other planning applications, compared to 872 at the same point in 2013/14. As with minor planning applications performance has declined compared to 2013/14 and the implementation of the new planning support service has impacted on this indicator. At this stage it is possible that the annual target may only be slightly missed (with 10% of target) however, it is more likely that the annual target will not be achieved.

HSG 001

Number of affordable homes delivered (gross)

75

39

41

21

25

101

200

Andrew Connors

Although the quarter 3 target has not been achieved this delivery programme for affordable homes is still on track to deliver the 200 affordable homes expected. Please note the target for this indicator is profiled to take into account the delivery programme and seasonal variations.

HSG PS 003

Number of private sector homes improved

68

70

52

45

45

122

180

Nigel Bucklow

HSG PS 002

Number of private sector vacant dwellings that are returned into occupation or demolished

22

38

17

44

15

99

60

Nigel Bucklow

Objective 4. Continue to be a clean and attractive environment for people who live in and visit the borough

DCE 001

Percentage of planning enforcement cases signed off within 21 days

88%

Data not provided

Data not provided

39.37%

90%

Data not provided

90%

James Bailey

Due to the changes in the IT systems in planning this indicator is now very time consuming to gather data for and involves a lot of manual processing. As part of the new planning support service new indicators for the partnerships have been devised and it is proposed that this indicator is replaced with Percentage of enforcement case where inspection in undertaken within 21 days. A data cleansing exercise is being undertaken to ensure the quality of the data for the new indicator is robust for quarters one and two and will be reported in the Annual Performance Report.   

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)

1.67%

1.66%

1.66%

6.67%

1.70%

6.67%

1.70%

Jennifer Shepherd

These quarterly results are disappointing and has shown a below acceptable standard of cleansing and poor public perception of street cleansing.  The areas of the borough that had falling below an acceptable standard has been visited and rectified.  Currently a review of street cleansing is being undertaken and changes to the current working practises will address these issues and provide an improved standard of cleansing and public perception.

WCN 001

Percentage of household waste sent for reuse, recycling and composting (NI 192)

45.95%

51.50%

51.23%

47.77%

50.00%

50.22%

50.00%

Jennifer Shepherd

WCN 004

Total waste arising per household (Kgs)

225.07

212.58

205.39

206.25

643.04

825.00

Jennifer Shepherd

DEP 007

Percentage of fly-tipping reports responded to within one working day

99.77%

97.54%

98.85%

97.93%

99.00%

98.08%

99.00%

Jennifer Shepherd

Objective 5. 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

HSG 005

Number of households prevented from becoming homeless through the intervention of housing advice

74

118

50

64

87

232

350

Ellie Kershaw

Whilst still below target the number of preventions has  increased from quarter 2. This is was expected with the implementation of the triage system, going forward a further rise is expected as the system becomes more embedded and CSAs become more confident in the service. It is difficult to predict if the target for this indicator will be achieved as in previous years quarter 4 has often been the best performing however it is dependent on how many people present to the Council as homeless. It is likely that the annual target will not be achieved and will be missed by 10% or more.

HSG 009

Average length of stay in temporary accommodation (those leaving TA)

73.7 days

48.4 days

46.0 days

57.6 days

55.0 days

57.6 days

Ellie Kershaw

MFM 001a

Number of families accepted on the Maidstone Families Matter programme (to date)

2

178

217

275

45

275

189

Ellie Kershaw

MFM 001b

Percentage of those accepted to the Maidstone Families Matter programme that have been engaged with (Rolling)

850.00%*

55.06%

81.57%

74.55%

60.00%

71.64%

60.00%

Ellie Kershaw

*Quarter 3 2013/14 shows an unusually high out-turn, this is because during this period only two families were accepted onto the programme whilst those accepted previously were engaged with.

R&B 004

Time taken to process Housing Benefit/Council Tax Benefit new claims and change events (NI 181)

10.29

9.98

9.65

9.78

10.00

9.80

10.00

Steve McGinnes

Objective 6. Services are customer focused and and residents are satisfied with them

CTC 001

The average wait time for calls into the Contact Centre

95.00 seconds

149.00 seconds

112.00 seconds

80.00 seconds

120.00 seconds

113.67 seconds

120.00 seconds

Sandra Marchant

CTC 002

Percentage of Visitors to the Gateway responded to by a CSA within 20 minutes

80.56%

76.2%

84.55%

84.11%

75%

81.6%

75%

Sandra Marchant

R&B 009

Overall satisfaction with the benefits service

88.98%

91.15%

90.24%

93.64%

85%

91.62%

85%

Steve McGinnes

PIT 001

Percentage of complaints resolved within the specified timescale

91.3%

95.6%

93.49%

85.32%

95%

92.86%

95%

Angela Woodhouse

PIT 002

Satisfaction with complaint handling

36.17%

54.39%

.00%

26.09%

45.00%

35.83%

45.00%

Angela Woodhouse

The response rate has increased since the previous quarter to 41.4%. However satisfaction is very low. The reasons for this are unclear and respondents are dissatisfied with the handling of their complaints for nearly all services. The only services that received feedback that wasn't negative were the Depot and Economic Development, however both of these services only received one survey response.

Objective 7. Effective, cost efficient services are delivered across the borough

BIM 003a

Percentage of customer contacts made in person in the Gateway

7.67%

6.90%

7.20%

6.06%

7.40%

6.72%

7.30%

Georgia Hawkes

BIM 003b

Percentage of customer contacts made online by visiting the councils website

72.85%

75.47%

73.59%

78.01%

74.50%

75.68%

75.00%

Georgia Hawkes

BIM 003c

Percentage of customer contacts made by phone through the contact centre

19.49%

17.63%

19.22%

15.93%

18.00%

17.60%

17.70%

Georgia Hawkes

BIM 004

Change in number of out-going post items 2014/15

14.04%

11.40%

24.35%

10%

16.07%

10.00%

Georgia Hawkes

There has been an increase of 45,212 postal items for the year to date compared with the same period in 2013/14. The increase is thought to be partly due to the changes with electoral registration, the sending of more poll cards by post and the new planning support service - this deals with applications from all MKIP authorities.  Other service areas, for example Council tax has reduced their out-going post.  At this stage it is expected that the annual target will not be achieved.

R&B 005

Percentage of Non-domestic Rates Collected (BV 010)

87.82%

33.64%

59.23%

85.57%

84.48%

85.57%

97.80%

Steve McGinnes

R&B 006

Percentage of Council Tax collected

(BV 009)

86.74%

29.30%

58.10%

86.50%

86.79%

86.50%

98.30%

Steve McGinnes

WCN 006

Missed bins

98.5

37.6

41.0

25.2

30.0

34.6

30.0

Jennifer Shepherd

The quarterly target for this indicator has been achieved for the first time since the new waste contract commenced.  Based on performance for the year to date the annual target is unlikely to be met and the target will either be marginally missed (within 10%) or not achieved.

HRO 001/BV 12

Working Days Lost Due to Sickness Absence (rolling year) (BV 12) Maidstone

8.51 days

7.46 days

8.36 days

9.59 days

8.00 days

9.59 days

8.00 days

Dena Smart

Long-term sickness increased at the end of quarter 2 and is currently over target at 6.68 days per employee.  The majority of people in this category have now returned to work and those which remain off work are being managed through occupational health. Short-term sickness is currently performing under target at 2.91 days per employee.  It is expected that the annual target will not be achieved.

BIM 002

Percentage of financial transactions not carried out on-line or by direct debit/standing order

8.28%

8.7%

8.65%

7.42%

10%

8.26%

10%

Paul Riley