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

£228.05

£291.15

£236.78

£291.15

£1029.49

Jeff Kitson

PKG 007

Number of on-board Park & Ride bus transactions

90,246

89,849

90,720

89,849.5

378,000

Jeff Kitson

At this point in 2013/14 Park and Ride patronage was showing a 4% decrease compared to the previous year.  Changes to the service and renewed promotion have helped slow this reduction, with the quarter 1 out-turn down 0.4% compared to quarter 1 in 2013/14. Work continues with Arriva to introduce new services such as WiFi enabled busses and new livery to further enhance the service and improve patronage.

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

21

13

13

John Foster

Nine eight week work experience placements were offered across the Council to young people attending the Maidstone House coffee morning at the end of April. Since this, seven have taken up an offer of work experience, with support being offered to those who were not offered an opportunity at MBC. The next Maidstone House coffee morning will be held in September and the team is hoping to run a coffee morning at Maidstone depot in August.

In addition six, one week, school and college work experience placements have been delivered. Apprenticeship opportunities at MBC have been highlighted to those currently undertaking placements with the Council. We are also currently developing plans with Jobcentre Plus (JCP) to deliver a coffee morning at the 2020 Business Park, with young people referred from JCP being provided with training and information prior to the event e.g. a briefing of what to expect on the day and the opportunities available at individual businesses. This is also the same with Maidstone Studios.

E&S 002

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

0

4

4

John Foster

Discussions have been had by various officers with four local businesses, with follow up contact to help address their current skills and recruitment issues. Relevant introductions have been made to MidKent College, Jobcentre Plus and other third sector organisations who can deliver specific skills related support to businesses. The four business we have been working with are: iComtel, Lenham Storage, Faith Dean and Sawyer & Fisher

We are also working with KCC to develop data sharing on which companies Kent Employment Programme officers have had contact with, in order to develop a coordinated approach to business engagement.

LVE 002

Percentage of people claiming Job Seekers Allowance

2.2%

1.6%

2.5%

1.6%

2.5%

John Foster

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

DCV 004

Percentage of Major applications processed within statutory timescales (NI 157a)

58.82%

68.75%

70.00%

68.75%

70.00%

Rob Jarman

DCV 005

Percentage of Minor applications processed within statutory timescales (NI 157b)

67.50%

62.65%

75.00%

62.65%

75.00%

Rob Jarman

DCV 006

Percentage of Other applications processed within statutory timescales (NI 157c)

90.14%

80.00%

85.00%

80.00%

85.00%

Rob Jarman

None of the planning application processing indicators have met their quarterly targets. The quarterly targets for processing of major planning applications and other planning applications were marginally missed, it should be noted that there were 24 fewer other applications and one fewer major application than for the same period last year. The processing of minor planning applications has not achieved the quarterly target, there were three more minor applications received in this period that for the previous year. However, Planning Officers have been assisting with the MKIP project work to support the shared service and the Local Plan. These issues and the impact on performance was highlighted in the 2013/14 Annual Performance Report.

DCV 003

Percentage of residential planning applications processed within statutory timescales

84.85%

Data not provided

70.00%

Data not provided

70.00%

Rob Jarman

Unfortunately, the reporting on the new Uniform system is still being developed so it is not possible to draw this information.  As soon as the information is available it will be reported to the Corporate Leadership Team and the relevant Cabinet Member.

HSG 001

Number of affordable homes delivered (gross)

74

39

30

39

200

John Littlemore

HSG PS 003

Number of private sector homes improved

65

70

45

70

180

John Littlemore

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

95.1%

Data not provided

90%

Data not provided

90%

Rob Jarman

Unfortunately, due to the change from APAS to Uniform system databases it is not possible to draw this information. This is being explored for future reporting.

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)

1.10%

1.66%

1.70%

1.66%

1.70%

Jennifer Shepherd

WCN 001

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

46.26%

51.50%

50.00%

51.50%

50.00%

Jennifer Shepherd

WCN 004

Total waste arising per household (kg)

225.07

206.25

225.07

825.00

Jennifer Shepherd

DEP 007

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

97.25%

97.54%

99.00%

97.54%

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

45

118

87.5

118

350

Neil Coles

HSG 009

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

73.7 days

54.7 days

73.7 days

54.7 days

Neil Coles

This indicator measures the length of stay in temporary accommodation for all households leaving the accommodation in quarter 1. There are two components to this, the length of stay accommodated whilst their homeless application is investigated and a decision reached, followed by the length of stay following the decision and either the council's housing duty ends, or we are able to secure alternative permanent accommodation to end our duty.

During the quarter there has been some fluctuation in the average length of stay by month, and this is a result of the variation in individual casework with some cases being very complex and requiring greater investigative resource than others.

MFM 001a

Number of families accepted on the Maidstone Families Matter programme

76

178

180

178

189

Ellie Kershaw

MFM 001b

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

22.37%

55.06%

60%

55.06%

60%

Ellie Kershaw

The target for families set by KCC across the three years is 189, and these are to be identified by the end of July 2014, so it is expected that the annual target will be achieved during quarter 2. We do however plan to keep accepting families where partners judge there to be a need so we expect to exceed 100% on this target. Due to the way in which families are verified by KCC there are a further 12 families awaiting verification. We have decided to work with some of these families despite their not having been verified as we are confident that they meet the criteria.

R&B 004

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

10.91

9.98

10.00

9.98

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

221.00 seconds

149.00 seconds

120.00 seconds

149.00 seconds

120.00 seconds

Sandra Marchant

Average wait times have increased again during the last quarter, compared quarter 4 in 2013/14. Due to more Customer Service Advisors leaving in the previous quarter the Contact Centre had six vacant full time posts which were filled towards the end of the quarter. Consequently there was a shortage of trained resource and a lot of training going on all adding to increased wait times for calls to be answered. In addition, from 2nd June the Contact Centre started taking calls for the new Planning shared service and this has almost tripled the number of calls just for Planning and added, on average, 2 minutes to every Planning call.  This has all impacted on performance levels.

CTC 002

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

79.93%

76.2%

75%

76.2%

75%

Sandra Marchant

PIT 001

Percentage of complaints resolved within the specified timescale

95.75%

95.6%

95%

95.6%

95%

Angela Woodhouse

PIT 002

Satisfaction with complaint handling

20.00%

54.39%

45.00%

54.39%

45.00%

Angela Woodhouse

R&B 009

Overall satisfaction with the benefits service

88.57%

91.15%

85%

91.15%

85%

Steve McGinnes

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

BIM 003a

Percentage of customer contacts made in person in the Gateway

7.80%

6.90%

7.70%

6.90%

7.30%

Georgia Hawkes

BIM 003b

Percentage of customer contacts made online by visiting the councils website

75.77%

75.47%

73.00%

75.47%

75.00%

Georgia Hawkes

BIM 003c

Percentage of customer contacts made by phone through the contact centre

16.43%

17.63%

18.60%

17.63%

17.70%

Georgia Hawkes

BIM 004

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

-3.83%

14.04%

10%

14.04%

10%

Georgia Hawkes

The large increase of 14,406 between years is represented by an increase of 15,259 more poll cards in rural areas being delivered via post that were previously hand delivered. Other significant changes include increase in Parking 2985 – resident parking permits 989 - permits are being processed quicker due to changes to the process and are no longer in backlog, and an increase in debt registration and notice to owners 1678. Accountancy an increase 2673 due to the continuing increase in producing invoices for the green garden bins. Reductions include Council tax 4582 and Parks and Leisure 1253.

R&B 005

Percentage of Non-domestic Rates Collected (BV 010)

33.48%

33.64%

34.32%

33.64%

97.80%

Steve McGinnes

R&B 006

Percentage of Council Tax collected (BV 009)

29.90%

29.30%

30.10%

29.30%

98.30%

Steve McGinnes

BIM 002

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

10.69%

8.7%

10%

8.7%

10%

Paul Riley

HRO 001/BV 12

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

9.39 days

7.46 days

8.00 days

7.46 days

8.00 days

Dena Smart

WCN 006

Missed bins

20.5

37.6

30.0

37.6

30.0

Jennifer Shepherd

Missed collections have continued to improve however are still slightly above the target of 30 per 100,000. This still only equates to 0.038% of collections made. The majority of missed collections are due to peak demand for garden waste and this is currently being addressed by Biffa through minor changes to the collection rounds. Missed collections for refuse, recycling and food waste are within target with only 24.91 missed collections per 100,000 for the first quarter. At this stage it is still possible that the annual target will be met.