KPI Quarterly Report

A transport network that supports the local economy

PKG 007

Number of onboard Park & Ride bus transactions

102,093

94,034

98,700

94,034

Jeff Kitson

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.

PKG 002

Income from pay and display car parks per space

254.62

277.14

281.23

277.14

Jeff Kitson

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.

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

LVE 002

Percentage of people claiming Job Seekers Allowance

2.5%

2.5%

2.4%

2.5%

John Foster

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 5^th out of the 12 Kent districts.  

DCV 001

Percentage of commercial planning applications completed within statutory timescales

100.00%

83.33%

90.00%

83.33%

Rob Jarman

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.

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

HSG 001

Number of affordable homes delivered (gross)

36

100

28

100

John Littlemore

HSG PS 002

Number of homes occupied by vulnerable people made decent

40

15

36

15

John Littlemore

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.

DCV 003

Percentage of residential planning applications processed within statutory timescales

73.17%

84.85%

78.00%

84.85%

 Rob Jarman

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

WCN 005

Residual household waste per household (NI 191)

104.82

110.61

110.00

110.61

Jennifer Gosling

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.

WCN 001

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

45.58%

47.40%

46.00%

47.40%

Jennifer Gosling

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)

1.66%

1.70%

1.66%

Jonathan Scott

DEP 007

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

99.10%

99.69%

99.00%

98.15%

Jonathan Scott

DCE 001

Percentage of planning enforcement cases signed off within 21 days

96.5%

81.82%

92%

81.82%

Rob Jarman

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.

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

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

11.17

Steve McGinnes

HSG 005

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

235

104

150

104

John Littlemore

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.

HSG 004

Average time taken to process and notify applicants on the housing register (days)

2.5

1.5

5.0

1.5

John Littlemore

Services are customer focused and and residents are satisfied with them

R&B 009

Overall satisfaction with the benefits service

81.06%

84.87%

85%

84.87%

Steve McGinnes

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.

CTC 001

The average wait time for calls into the Contact Centre

144.67

79

50

79

Sandra Marchant

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.

C&S 001

Percentage of complaints resolved within the specified timescale

86.74%

94.25%

95%

94.25%

Angela Woodhouse

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.

CTC 002

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

81.2%

72.12%

80%

72.12%

Sandra Marchant

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.

Effective, cost efficient services are delivered across the borough

R&B 005

Percentage of Non-domestic Rates Collected (BV 010)

34.26%

34.32%

34.29%

34.32%

Steve McGinnes

R&B 006

Percentage of Council Tax collected (BV 009)

30.10%

30.10%

30.10%

30.10%

Steve McGinnes

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%

6.2%

Sandra Marchant

R&B 007

Value of fraud identified by the fraud partnership

£260,524.27

£169,899.79

£125,000.00

£169,899.79

Steve McGinnes

HRO 001/BV 12

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

6.01

8.19

8.00

8.19

Dena Smart

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. 

BIM 002

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

15.04%

10.35%

13.5%

10.35%

Paul Riley

DCV 009

Percentage of planning decisions taken under delegation

93.10%

88.31%

94.50%

88.31%

Rob Jarman

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.

WCN 006

Missed bins (per 100,000 collections

40.13

20.62

25

20.62

Jennifer Gosling