Key to references column:

AP Survey Findings from telephone survey of Approved Premises, November 2001

Cust. Survey Findings from customer survey, September 2001

EFQM Report on findings from assessment against the European Foundation for Quality Management model, 11 May 2001

Equal Report Equalities Assessment Report, October 2001

Focus groups Report by Miller Associates, April/May 2001

HMI Report Report of the HM Inspector of Registration, August 2001

LGA Stds Summary of assessment against the Local Government Association Best Practice Guidelines, 28 June 2001

Office Revw Review of all main and sub-district offices and outstations carried out by the Head of Registration Service, December 2001.

Option Report Options and Appraisal Report, Recreation and Heritage PRC, 15 November 2001

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 1 - Restructure the Service into a Single Registration District

1.1 Single Registration District

Change to a single registration district

Currently separated into 10 districts across Hampshire

Acceptance by members, staff and the Registrar General.

Prepare plan for changing to a single registration district.

Consult with members, staff and other stakeholders as appropriate.

Seek approval of the Registrar General.

Implement new scheme as appropriate.

31 Mar 2002

Apr to Sep 2002

30 Nov 2002

1 Apr

2003

Cost of consultation exercise.

Some efficiency savings from reduced need to take declarations.

Option Report

HMI Report

Office

Revw

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 2: - Rationalise number of Registration offices

2.1 Number of Register Offices

Optimise number of Register Offices

Some offices are not used or do not meet minimum standards.

Assessment of current offices carried out.

Acceptance by members and the public to proposals for geographic access to the service.

Assess current status and viability of offices and outstations and make recommendation for change as appropriate.

Carry out consultation with members and the public over geographic access to the service.

Prepare and implement plan for any changes agreed.

30 Dec 2002

30 Sep 2002

1 Apr 2003

Cost of consultation.

Very modest saving on accommo-dation.

Impact on Registration budget likely to be cost neutral.

OptionReport

Cust. Survey

HMI Report

Office Revw

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 3: - Improvements to Buildings and Facilities

3.1 Physical access

All Register Offices meet physical access requirements for people with disabilities and parents with young children and pushchairs.

Not all offices meet required standards.

Programme of building works in hand.

Dependent upon:

· outcome of rationalisation of offices review;

· financial resources;

· priority within building programme.

Identify building works to meet requirements.

Develop programme of improvements.

31 Mar 2002

Start date:

1 Apr 2002

Investment required to meet physical access requirements.

Focus groups

Cust. Survey

LGA Stds

HMI Report

Equal Report

3.2 Waiting areas and toilets

Separate waiting areas for:

· people registering deaths

· wedding clients.

Appropriate environmental conditions.

All customers wait in same area.

Limitation of buildings.

Review potential for separate waiting areas at all Register Offices.

Investigate improve-ments to environ-mental conditions e.g.

· drinks machine

· tissues

· decorative order

· sound proofing

· toilet provision

30 June 2002

Cost of building redecorations and refurbish-ments likely to be partially funded from Policy & Resources maintenance budgets.

Focus groups

Cust. Survey

LGA Stds

HMI Report

Equal Report

Office

Revw

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 3: - Improvements to Buildings and Facilities continued ...

3.3 Marriage rooms

Appropriate standard of decoration

Some offices do not meet customer expectations

Plan and implement programme of redecoration of marriage rooms as appropriate.

30 June 2002

Cost of redecorations

Cust. Survey

LGA Stds

3.4 Nappy changing facilities

Nappy changing facilities at all Register offices.

Not available at all offices.

Limitation of buildings.

Review potential for nappy changing facilities at all offices.

30 June 2002

Cost of refurbish-ments

Focus groups

3.5 Areas for photographs

Improvements to locations where photographs can be taken at weddings held at Register Offices

Poor or no suitable facilities at some Register Offices

Review facilities at Register Offices to see if improvements can be made to areas where photographs can be taken.

30 June 2002

Cost of improve-ments

Focus groups

Cust. Survey

3.6 Reception facilities

Improved reception facilities at offices as appropriate

Introduce reception staff where possible.

Where there are no reception staff, ensure there is adequate signage for customers who need to wait.

Review security in reception areas.

30 June 2002

Cost of signage.

Nil staff costs. Use of existing staff.

Focus groups

HMI Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 3: - Improvements to Buildings and Facilities continued ...

3.7 External signage

All offices have adequate external signposting.

Signage for some offices criticised by customers.

Review signage for all offices and plan improvements as appropriate. Signage must:

· Clearly identify office

· Display opening hours

30 June 2002

Cost of signage improve-ments

Cust. Survey

LGA Stds

HMI Report

3.8 Record storage

Appropriate storage conditions for all records.

Not all current storage meets minimum standards

No change in legislation

Implement a programme for central storage of records.

Subject to change in legisla-tion.

To be reviewed.

LGA Stds

Option Report

HMI Report

3.9 IT facilities

All main offices to have adequate computer facilities

See report on review of offices.

Financial resource.

Implement a programme of improvements to IT facilities, e.g. access to IT2000, internet.

Review provision of laptops for off-site visits.

30 Mar 2002

30 Mar 2002

Costs depend upon outcome of new single registration district with focus on fewer higher quality offices.

LGA Stds

Option Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 4: - Recommend legislative changes to Central Government

4.1 Less restrictive leglislation

Changes in legislation

No change

Recommend appropriate legislative changes to Central Government if these are not covered by the outcome report of the national review.

Within one month of publica-tion of Govern-ment's Report

Nil

Focus groups

Option Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 5 - Service Development and Performance Management

5.1 Service Plan for 2002 to 2007

5 year Service Plan in place

Current service plan needs to be updated in the light of Best Value Outcomes

Service plan will be affected by the outcome of the Government's report on national review.

Ensure service plan is updated to cover the next 5 years to reflect the requirements of this improvement plan.

Ensure there is a process to monitor progress.

31 Mar 2002

31 Mar 2002

Nil

EFQM

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 5 - Service Development and Performance Management continued ...

5.2 Identification and achievement of local standards

Achievement of the National Performance Standards for Registration

Achievement of some national standards confirmed by HM Inspector

Lack of monitoring process

Identify and implement local standards.

Implement appropriate monitoring processes.

Review progress with achievement of standards and communicate with staff.

Take appropriate actions to improve performance.

Publish service standards and performance results as appropriate.

Benchmark against other similar authorities.

30 June 2002

Nil - to be built into normal working procedures.

EFQM

LGA Stds

HMI Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 5 - Service Development and Performance Management continued ...

5.3 Competitive-ness

Compare favourably with other authorities

Current benchmarking findings suggest good performance compared with others.

Increased costs.

Reduced income.

Continue to benchmark against other authorities for 2001/2002.

30 May 2002

Nil - to be built into normal working procedures.

EFQM

5.4 Effective quality management system

Implementation of quality management system

Documented staff handbook.

Documented induction procedures.

None.

Review registration processes and determine extent of documentation required.

Implement appropriate quality management system which documents all relevant policies and procedures, e.g. equalities, etc.

Develop a continuity/ recovery plan on how service would be maintained in the event of disaster or other unforeseen circumstance.

30 Sep 2002

Nil - to be built into normal working procedures.

EFQM

LGA Stds

Equal Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 5 - Service Development and Performance Management continued ...

5.5 Customer care policy

Documented policy

Policy not documented

None.

Ensure customer care requirements are identified from relevant sources and documented within quality system.

Work towards achievement of Chartermark standards for customer care.

30 Sep 2002

Nil - to be built into normal working procedures.

EFQM

LGA Stds

5.6 Environmental impacts/

Sustainability

Reduction in unwanted environmental impacts

Provision of leaflets concerning alternatives to disposal nappies at Register offices

Limited scope for making significant improvements in regard to environmental impact

Maintain supply of nappies leaflets to birth registrants.

Monitor potential for reducing need for staff/customer travel.

Review potential for a wider educational/commun-icational role (e.g. at schools, etc.)

Keep under review potential for reducing waste.

Review 30 June 2002

Nil - to be built into normal working procedures.

EFQM

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 6 - Customer and Stakeholder Feedback

6.1 Customer satisfaction

Increase satisfaction levels

Survey of c.35% of customers carried out in September 2001.

Dependent upon implementing improvements within this plan.

Plan and carry out further customer survey in 2002.

Include equalities issues.

30 Sept 2002

Nil - to be built into normal working procedures.

EFQM

LGA Stds

HMI Report

Equal Report

6.2 Approved premises satisfaction

Increase satisfaction levels

Survey carried out November 2001.

None.

Review individual comments recorded in 2001 survey. Consider providing an information pack for approved premises.

Plan and carry out further survey in 2002.

30 Nov 2002

Nil - to be built into normal working procedures.

EFQM

AP Survey

LGA Stds

HMI Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 6 - Customer and Stakeholder Feedback continued ...

6.3 Stakeholder satisfaction

Increase satisfaction levels and improve joint working

Focus group held with stakeholders (death registrations).

Stakeholders involved in challenge group

None.

Plan and carry out survey with all major stakeholder groups in 2002.

Particularly focus on issues arising from change to single district if approved.

Identify means of improving joint working, e.g. GP surgeries.

30 Sep 2002

Nil - to be built into normal working procedures.

EFQM

LGA Stds

HMI Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 7 - Provision of New Services

7.1 On-line Registration

Facility to register births and deaths using the Internet.

Currently not permitted by legislation

No change in legislation

If legislation is changed to permit this, review potential for implementing on-line registration.

Investigate electronic links with other agencies.

31 Mar

2003

Investment and running costs of IT & telecommun-ications

Focus groups

Option Report

7.2 Provision of other new services

Introduction of new services

Currently not permitted by legislation

No change in legislation

If legislation is changed review new service provision opportunities including:

· potential for naming ceremonies

· celebrants

· extended marriage times

· commemorative certificates

31 Mar 2003

Potential costs and savings outlined in Option Appraisal Report.

Focus groups

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 8 - Service Delivery Improvements

8.1 Effectiveness of Appointments System

Improved accessibility to service and reduction in waiting times

Customer focus group highlighted a minority of cases where appointments over-ran.

Staff resources.

Review potential for extending opening hours, e.g. opening earlier, at lunch times, closing later, weekends.

Monitor appointment and waiting times across all offices.

Review elimination of interruptions during appointments with customers.

Review availability of out-of-hours contact numbers.

1 Apr 2003

31 Mar 2002

1 Apr 2003

Comp-leted.

Nil - to be built into normal working procedures.

Focus groups

Cust. Survey

HMI Report

LGA Stds

8.2 Marriage service

Meeting customer needs for marriage services

Potential for confusion between wedd-ing parties.

Differing standards of music facilities at offices.

None.

Monitor and if necessary increase time between weddings.

Review need to improve music facilities at offices.

Review 30 June 2002

Nil - to be built into normal working procedures.

Focus groups

LGA Stds

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 8 - Service Delivery Improvements continued ...

8.3 Information for customers

Provision of adequate information for customers

Findings of review suggest information provision and channels need improvement.

None.

Review and improve telecommunications (both systems and staffing).

Review and improve

· provision of out-of-hours information.

· use of answerphones

· provision of prior information for people registering a death and couples wanting to marry at approved premises

· information about marriage venues.

Ensure all brochures and leaflets are maintained up-to-date and are available at relevant access points.

30 Sep 2002

Possible cost of new telephone equipment

EFQM

Focus groups

Cust. Survey

AP Survey

LGA Stds

HMI Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 8 - Service Delivery Improvements continued ...

Provide information on best locations for photographs at each office.

Introduce maps for customers showing Register office locations.

8.4 Payment methods

Introduce facility for payment by credit/debit card

IT and financial procedures.

Review requirements and implement system for payment by credit/debit card.

30 June 2002

Focus groups

LGA Stds

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 9 - Staff Development and Involvement

9.1 Staff perception

Improved staff perception and understanding of Corporate and management arrangements

Feedback from some staff suggests a lack of understanding in some areas.

None.

Follow up specific issues arising from the HM Inspector' report and the LGA questionnaire survey that indicate lack of understanding of procedures.

Consider carrying out a staff perception survey. Include equalities issues.

Assess overall satisfaction levels through Staff Personal Develop-ment Reviews.

30 Sep 2002

Nil - to be built into normal working procedures.

EFQM

HM

Report

LGA

Stds

Equal Report

9.2 Effective Pool Deputy System

Improved effectiveness of pool deputy system

Not measured

None.

Review effectiveness of current system.

Arrange annual training day for pool deputies in 2002.

30 June 2002

Nil - to be built into normal working procedures.

EFQM

9.3 Staff recruitment

Staff profile reflects community

This is not currently achieved.

Review why there is limited interest to vacancies from minority groups.

31 Mar 2002

Nil.

Equal Report

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 9 - Staff Development and Involvement continued ...

9.4 Effective staff induction

Full implementation of induction process

Induction process has been documented

None.

Review effectiveness of implementation of induction training procedures.

Ensure induction includes equalities issues.

30 June 2002

Nil - to be built into normal working procedures.

EFQM

Equal Report

9.5 IT Skills

Improved IT Skills

Majority of staff surveyed identified IT training requirement.

None.

Review IT training needs.

Plan training provision as appropriate.

30 June 2002

Cost of training requirements. (mainly in-house).

HMI Report

9.6 Evaluation of training outcomes

Improved effectiveness of training

Measures implemented through training team

None.

Review evidence that training outcomes are identified and evaluated.

31 Mar 2002

Nil - to be built into normal working procedures.

EFQM

Performance Indicator

Performance Target

Current Performance

Barrier to achieving performance target

Action

Target Date

Cost (+/-) / Resource Implications

Ref.

Outcome 10 - Improvements to Communications

10.1 Internal communication channels

Effective internal communications

Some improvements made

None

Review communi-cation channels for effectiveness, e.g.:

· Team briefings and meetings

· Staff feedback

· Dissemination of information

· Isolated offices

· Barriers between offices.

30 June 2002

Nil - to be built into normal working procedures.

EFQM

HMI Report

10.2 Service information requirements

Clarification of information requirements

Effective provision of information to staff

Not measured.

None.

Devise information strategy in consultation with staff including:

· Information/ knowledge requirements and access

· Validity of information

· Effective information processes

· Information sharing, best practice and innovation.

30 Sep 2002

Nil - to be built into normal working procedures.

EFQM