Hampshire County Council Executive Member, Policy & Resources Item 11 July 2002 Trading Standards National Performance Framework Report by the Director of Property, Business and Regulatory Services

Contact: Tony Langstone Ext: 6619

1	Summary
1.1	The following decision is sought:
	That approval be given to the National Performance Framework for the County Council's Trading Standards Service as detailed in Appendix 1 of this report.
2	Reason(s)
2.1	To meet the requirements of the Department of Trade and Industry to address inconsistencies nationally within the Trading Standards service highlighted by the Audit Commission in its report `Measure for Measure'.
3	Other options considered and rejected
3.1	Not applicable.
4	Conflicts of interest declared by the decision-maker or a member or officer consulted
4.1	Not applicable
5	Dispensation granted by the Standards Committee
5.1	Not applicable
6	Reason(s) for the matter being dealt with if urgent
6.1	Not applicable

Approved by:	..........................	Date of decision:	.........................
EMP&R0702B	Councillor T K Thornber

Hampshire County Council

Item

Executive Member, Policy and Resources

11 July 2002

Trading Standards National Performance Framework

Report by the Director of Property, Business and Regulatory Services

Contact: Tony Langstone Ext: 6619

1 Background

1.1 Following pilots in a number of authorities, including Hampshire, the Department of Trade and Industry has launched a National Performance Framework (NPF) for Trading Standards Services. The Framework has been introduced to address the inconsistencies in the service nationally, highlighted by the Audit Commission in its report `Measure for Measure' (December 1999). The Government's stated key aim is to improve the service provided to consumers and business. It is also a reaction to concerns that the Food Standards Agency has biased resources towards food enforcement, to the detriment of other areas.

1.2 The NPF is intended to:

· provide clear priorities and core standards for a modern TS service;

· support the role of TS in the community and in contributing to key
local authority priorities;

· improve performance of TS by developing a system of measurement
and sharing good practice;

· facilitate a more coherent and consistent approach to enforcement
and service delivery.

1.3 The NPF has no legal backing at this stage, although it is suggested that this

will come in due course. The DTI envisage a system of self and peer auditing, plus external accreditation and, eventually, government auditing of the plan. The NPF has three main elements:

· A Service Delivery Plan;

· A Set of Standards;

· An Information and Statistical Return.

1.4 The Service Delivery Plan falls into three parts:

· Core responsibilities; objectives; local structure; resources and
expectations of the community.

· Priorities for the year ahead and assessment or provisional aims
against each standard.

· Arrangements to review progress in delivering the plan.

1.5 The standards are aspirations rather than prescriptive and at this stage there are no performance targets, although these will be developed in the light of experience. Services can incorporate their own local standards. The overall intention is that the NPF will ensure delivery of the Government's national priorities for the service i.e.

· Informed confident consumers

· Informed successful business

· Enforcement of a Fair and Safe Trading Environment

· Efficient, Effective and Improving Trading Standards services.

1.6 The NPF seeks to achieve continuous improvement and the Best Value process will be an important means of accomplishing this. The service reports performance against Best Value Performance Indicator (BVPI) 166. The DTI plans to consult in 2002 on bringing BVPI 166 into line with the NPF.

1.7 The Performance Information Return will provide baseline data and is said to be experimental. Although this is not a legal requirement the return will incorporate the statutory annual return under Section 70 of the Weights and Measures Act. This has been greatly simplified. The first return will be required to be submitted for 2002/03 by 30 June next year. Results are likely to be published in league tables.

2. Member Approval and Presentation

2.1 A copy of the National Performance Framework for the County Council's Trading Standards Service is attached at Appendix 1.

2.2 The DTI requires the plan to be approved by the appropriate member forum

and published locally. The DTI state that it must be clear and obvious to consumers, staff and businesses what actions the local authority is planning. Although the plan may be part of a wider document it should be clearly identified in its own right.

3. Summary

3.1 The service has produced comprehensive Service Plans for some years and

should be able to meet most of the proposed standards. The weakest area is in relation to consultation with consumers and businesses together with user feedback. This aspect is being addressed as part of the current Best Value Review of Regulatory Services. Overall the County Council's Trading Standards Service is well ahead of the field in meeting the requirements of the NPF.

Recommendation

1. That the national Performance Framework for the County Council's Trading Standards service be approved.

Section 100D - Local Government Act 1972 - Background Papers:

The following documents disclose facts or matters on which this report, or an important part of it, is based and has been relied upon to a material extent in the preparation of this report.

NB the list excludes:

1. Published works.

2. Documents which disclose exempt or confidential information as defined in the Act.

File Location

None.

APPENDIX 1

National Performance Framework

for

Hampshire County Council Trading Standards Service

Part One: Context and Comparative Factors

A Trading Standards and the Community

1 Introduction

1.1 Hampshire County Council is the third largest shire county with a population of 1.25 million. Its economy is estimated at £16.3 bn, which makes it the second largest shire economy in the country behind only Surrey. The county is predominantly rural, with 87% of the population living in the 10% of the county classified as urban, mainly in the northeast and along the M3 and M27 corridors. Hampshire is generally affluent with higher than national average earnings and low unemployment levels. However, there are pockets of deprivation with a number of wards falling within the worst 20% of deprived areas nationally. The port cities of Portsmouth and Southampton, which became unitary authorities at local government re-organisation in 19997, also have a important effect on the local economy. Significant rural areas are subject to national and international environmental designations, including the proposed new National Parks for the New Forest and South Downs. These and the extensive coastline together with the historic city of Winchester, the ancient capital of England, make Hampshire a popular destination for tourists.

1.2 At local government re-organisation the opportunity was taken to form Regulatory Services by combining the Trading Standards Service with the authority's Science Services (Public Analyst), and the Registration and Coroners Services (together with the Rent Service until it became an agency). Regulatory Services is part of a larger Department known as Property, Business and Regulatory Services. The core responsibilities of the Service are shown on the attached form as Appendix 1.

2 Community and Corporate Objectives

2.1 Service planning has been an integral part of Trading Standards management for many years and maps onto Corporate and Community objectives. The main aims of the Service and their linkages to Corporate and Community aims are shown in Figure 1.

In 2001 the Trading Standards Service was re-structured from nine teams, with a mix of geographic and specialist responsibilities, into four key functional teams:

· Advice, Community, Education and Business Support Team

Hampshire County Council Corporate Strategy

1. Developing the quality of life in Hampshire 3. Achieving Economic Prosperity

2. Stewardship of the Environment 4. Partnership for strong communities in Hampshire

5. Providing high quality, accessible services

Regulatory Services' Vision

To provide highly valued services with maximum impact that best protects and supports the public and businesses of Hampshire

· Fair Trading Team

· Food and Agriculture Team

· Safety and Standards Team

2.2 The aim of the restructure was to further improve performance by focusing resources on key areas and clarifying responsibilities and management accountability. It was also expected to help in meeting corporate and community expectations by providing a more customer orientated service. The need to respond to the challenge of the Food Standards Agency had already led to the formation of an embryo food team, and this was expanded and combined with Animal Health and Welfare to cover food from plough to plate. Streamlining responsibilities enables staff to concentrate on specific legislation and business sectors, which is considered more efficient and effective than endeavouring to cope with the full range of Trading Standards law. The restructure was also intended to meet anticipated demands from the DTI and the OFT and the issues raised in the Audit Commission report `Measure for Measure'. Two new posts were also created from existing resources, one to concentrate on Business Support and the other on Community Safety Projects.

2.3 Each functional team produces its own annual Service Plan, which also includes anticipated and planned developments over a three-year period. An umbrella Service Plan for Regulatory Services as a whole is also produced. Community and Corporate Objectives and their linkage to Trading Standards

Service aims are described in greater detail in the plans, which are attached as addenda as follows:

o Regulatory Services Service Plan

o Advice, Community, Education & Business Support Service Plan

o Fair Trading Service Plan

o Food and Agriculture Service Plan

o Safety and Standards Service Plan

3 Aims, Objectives, Strategic Thinking

3.1 Aims, objectives and strategic thinking are covered in detail in the main Regulatory Service Plan and the functional team Service Plans referred to in Section 2 above. In summary they are as follows:

Vision

· To provide highly valued services with maximum impact that best protects and supports the public and businesses of Hampshire

Mission Statements

· Provide an Advice Service to improve the quality of life through assisting and encouraging confident and knowledgeable consumers and business

· Provide a Trading Standards Service to achieve a fair, safe and equitable trading environment

Key Objectives

· To protect and support the public and businesses by promoting and enforcing Trading Standard laws and working in partnership to improve health and reduce accidents in Hampshire

· To provide advisory, business and education services to our clients

· To continuously improve our service

Member approval has been received for the Food and Agriculture Service Plan and is pending for the National Performance Framework and other Plans.

B Local Structure and Resources

4 Local Authority Organisation, accountability and wider links

4.1 The County Council is made up of nine main departments and the Corporate Management Team is comprised of the Chief Executive and the eight Chief Officers of the departments. The County Council has adopted a Cabinet with Leader structure, the nine members each having a portfolio covering a major service area. The Leader has the portfolio for the Property, Business and Regulatory Services Department, which includes Trading Standards. The organisational structure of the Trading Standards Service and how it fits into the Corporate Structure is shown in Section 3 of the Regulatory Services Service Plan (page 7).

4.2 Partnerships

Activity	Description	Partners
Citizenship Education Package	Educating Key Stage 3 and 4 school children in consumer rights and responsibilities	Education Department and local teachers
Junior Citizen	Educating Key Stage 2 school children in on age-restricted products; food and product safety	Education Dept and Multi-agency
Young Consumer of the Year Competition (YCOY)	Educating Key Stage 4 school children in consumer law	Education Dept and Hampshire schools
YCOY	Regional Co-ordinator	Regional Trading Standards authorities
Sale of Personal Computers	Compliance with Electro-mag. Regs	Contract with DTI
Sale of boats	Compliance with Recreational Craft Regs	Joint contract with DTI and S'oton City Council
Child Car Seats	Ensuring correct fitting and use of child car seats	Britax; HCC Road Safety Unit; Child Accident Prevention Trust
Electric Blanket	Free tests on electric blankets to reduce accidents and fires	Fire & Rescue Service District Councils Argos Age Concern
Responsible Tobacconist Award Scheme	Control cigarette sales to under-age children by linking law & health and promoting best practice	Health Promotion Service and District Councils
Under-age sale of alcohol	Control under-age purchasing of alcohol	Hampshire Constabulary
Petrol leakages	Protect water sources from pollution	Environment Agency
Doorstep sales	Protecting the vulnerable from scams and distraction burglary	Hampshire Constabulary and Neighbourhood Watch
Good Trader Scheme (Buy with Confidence)	Promote compliance with TS law and sign-post consumers to reliable traders	Business Link Hampshire Businesses Referenceline
Buy with Confidence	Home improvements and repairs (as above)	Age Concern
Consumer Advice	Linking advice agencies	Consumer Support Network
Animal Health & Welfare	Enforcing laws on health and welfare	DEFRA RSPCA
Horse-Watch	Joint working to reduce crime related to horses and equipment	Hampshire Constabulary farmers and horse owners
Animal Health	Compliance with animal health legislation	Contract with S'oton City Council to carry out work in city
Social exclusion in Havant	Community out-reach work in deprived area to advise on consumer rights etc	Havant District Council
Community Safety	Doorstep scams	District Council Community Safety Services & Age Concern
Direct Farm Sales	Training for farmers	Business Link & District Council
Promote locally produced products	Origin approved scheme to promote Hampshire foods and craft products	Hampshire Fayre
Overloaded vehicles	Protocol to inspect weighbridges and provide statements of accuracy	Hampshire Constabulary
Metrology Services	Weighbridge and bulk fuel inspections	Contracts with S'oton and Portsmouth City Councils

4.3 Hampshire Trading Standards Service takes part in the following forums for the exchange of information and best practice etc.

· South East Trading Standards Authorities (SETSA) Regional Liaison Group. As part of this group Hampshire is the lead authority for food and metrology and provides the Chair and Secretary for both Focus Groups. The authority also provides the Chair for the Legal Procedures and Consumer Advice Focus Groups and takes part in all other Focus Groups.

· LACORS Food Labelling; Metrology and Product Safety Advisory Groups

· NWML/DTI Metrology Group

· Hampshire Charity Commission forum

· Government Agencies Information Network (GAIN)

· Gosport Citizens Advice Bureau Management Board

· Trading Standards Institute Southern Branch - provides Branch Executive representative

· South East Liaison Co-ordinating Group on Petroleum Licensing

· Petroleum Enforcement Liaison Group (National Body)

· Association of Petroleum Enforcement Agencies - authority provides Branch Secretary

· Regional Animal Health and Welfare Panel

· Memorandum of Understanding with Hampshire Constabulary for the exchange of information

· Officer participation in the European Commission's programme for EU enlargement

4.4 The Trading Standards Service is a member of Basingstoke and Deane and North Hampshire Local Business Partnerships and regularly contributes to their newsletters, which reach over 7,000 businesses. The Service was also instrumental in the establishment of Farmers Markets in the county and Hampshire Fare, an origin accreditation scheme for local food and products. It continues to support both these initiatives.

5 Local Authority Trading Standards Expenditure

5.1 The annual budget for the Service is shown on the attached profile form as Appendix 2.

5 Staffing Allocation

6.1 Staffing is shown on the attached profile form Appendix 2.

6 Accessibility

6.1 The following provides a summary of service provision and accessibility. Further details are provided in the Service Plans.

· Contact can be made in person, letter, telephone, fax, e-mail or via the internet. Offices are open from 8.30am to 5.00pm Monday to Friday.

· Consumer & Business Advice Service Contact Centre at HQ - Minimum of four officers available by telephone (Lo-call 0845 telephone number) - 9.00am to 5.00pm Monday to Friday. Fax and Mini-com also available. Answer phone message facility outside normal office hours.

· Comprehensive website with array of information, advice, fact sheets and leaflets for consumers and businesses together with links to related information and agency sites. Available 24/7.

· E-mail facility linked through to Advice Service for consumer and business advice. Also connected to Consumer Complaints national network.

· Trading Standards Officer available in two Divisional Offices to deal with personal callers; emergency enquiries and business advice.

· Specific telephone number for animal health and welfare enquiries and licences staffed from 8.30am to 5.00pm.

· 24 hour emergency service for animal health complaints; illegal landings (rabies).

· 24 hour emergency service in relation to petroleum licensing, leaks and spillages.

· Translation services are available 24/7 by means of a corporate contract with Language Line, a private company that provides the service directly over the phone if required urgently, or in writing. Large print fact sheets/leaflets etc are available on request.

C Assessment of Community Expectations and Feedback

8 Needs and expectations of consumers

8.1 Community expectation is assessed by a number of methods:

· Analysis of consumer complaints and OFT Code data

· Analysis of customer satisfaction questionnaires

· Corporate Community Surveys (conducted by MORI)

· Corporate Citizen Panel (1600 Hampshire residents)

· Best Value Consultation with staff, residents and business

· County Council Demographic Profile

· Consumer Support Network/Community Legal Services analysis

· Comparison with similar authorities and adoption of best practice

· Complaints relating to the service

· Software analysis of contacts made by telephone and hits on website

· Review of Service Plan projects

The needs and expectations of consumers are dealt with in detail in the Service Plans and are summarised in the following sections.

8.2 Demand for the Consumer Advice Service and Trading Standards Service enforcement advice and investigation has continued to grow. Although this is a non-statutory function the Service has endeavoured to meet this need by maintaining a core team of well trained, dedicated Advisory Officers. The work with the CSN will inform this area of the service as it is developed. The service deals with about 17,000 enquiries p.a. and there is an increasing demand to reach out and identify with local communities. The top three areas of complaint are:

· Second-hand cars

· Home improvements and repairs

· Personal computers

The public wants advice on which businesses are reliable, particularly in the area of home improvements and repairs. There is also a growing expectation for consumers to be educated on their rights and responsibilities. In addition there is a clear need for information and advice on when consumer rights change due to new legislation.

8.3 The majority of consumer complaints that are dealt with by enforcement staff related to fair trading issues. The Service expects to deal with over 2,000 enquiries in the current year. The majority of investigations and prosecutions usually fall to the Fair Trading team as enquiries relate to the wilfully non-compliant. Many complaints relate to second-hand cars and servicing; home improvements and repairs and misleading prices.

8.4 The service deals with approximately 400 consumer complaints p.a. relating to product safety and under-age sales, showing this to be a key area of public concern. In addition it is estimated that 320 complaints will be received in respect of food composition and labelling. Animal welfare is another area of public concern and a number of pressure groups are particularly vocal, which makes this a priority area of work.

9 Needs and expectations of local business

9.1 The Service aims to ensure a high level of compliance with Trading Standards legislation at the same time as supporting the Corporate Aim of Achieving Economic Prosperity. Our assessment of need is therefore based on advising and working with businesses, with progressive action for non-compliance. Business need and expectation is based on inspection and sampling results; enquiries and complaints from and about businesses; Hampshire Planning & Research Profile and Corporate and Government priorities. Direct consultation with businesses is due to take place in the summer of 2002 as part of Best Value. Business demand is dealt with in greater detail in the Service Plans attached and is summarised in the sections below.

9.2 Based on our assessment there is a need to meet demand for advice from Hampshire businesses and the Home Authority Principle is a core element of the service.. This is built into the Service Plans as specific projects and an appropriate number of officer days allocated. The assessment shows a need for:

· A range of leaflets and fact-sheets giving advice and information on legal requirements

· A regular dialogue with over 700 Home Authority businesses

· A business focused advice website

· Special support when new legislation is introduced

· A trader approval scheme to support local businesses

· A regular business newsletter to approved traders

· Presentations to business groups

· Support for Local Business Partnerships

9.3 Demand for metrology verifications and work related to new and re-developed petroleum storage sites continues to be heavy. Home authority requests for advice is strong in the fields of food labelling and composition; product safety and fair trading. A number of companies require officers with specialist knowledge e.g.

· Mineral water producers

· Cosmetic manufacturers

· National DIY chain

· National Internet Service Provider

· Consumer Credit companies

· Product Safety manufacturers and importers

· Horse markets

Counterfeit goods, particularly clothing and software, give rise to complaints from businesses and trade mark holders. Blackbushe market in particular is an area of concern in this respect. Sampling results demonstrate the need for continuing action on product safety and food. Inspections of weighbridges and bulk fuel meters also show a high percentage of equipment to be outside permitted tolerances. Livestock farmers require advice on ever changing licensing rules following foot and mouth and a responsive licensing system.

9.4 The Hampshire Planning and Research Profile shows the county to be close to the national average for large firms with over 100 employees. There are 31 businesses per head of population, slightly above the national average of 28. A high proportion of employees are in high technology, `knowledge based' industries, with twice the percentage of manufacturing employment than nationally. However, Hampshire is below the national average for knowledge based services. Taken together Hampshire is just above the national average. Further details are shown in the profile form - Appendix 2.

10 Local awareness of Trading Standards

10.1 A MORI survey of Hampshire's Citizens' Panel in 2001 showed that consumer awareness of the Trading Standards Advice Service is quite low at 41%. Groups significantly less likely to be aware of the service include:

· Young people, particularly those aged 16-24

· Those working full-time (60% not aware compared with 53% for those not working full-time)

10.2 Only 12% of residents had used the advice service - none aged 16-24. It must be pointed out that this survey was in relation to the Advice Service only rather than Trading Standards as a whole. This compares with the DTI Consumer Knowledge Survey 2000, which showed that 90% of people had heard of the CAB and 49% had used it. The DTI survey also showed that 73% of people knew of Trading Standards and 40% had used the service.

10.3 A small survey of advice service users was carried out in 2000 and a revised questionnaire piloted in 2001. The findings have been analysed with a view to carrying out a larger, regular survey of users. Further consultation, including non-users, is also being conducted in summer 2002 as part of Best Value. Awareness of the service is being promoted through press releases and articles in the County Council's residents' magazine, `Hampshire Now', which is sent to all households in the county at least three times a year.

10.4 Consultation with business is due to take place during 2002 as part of Best Value and relevant data is not currently available. Judging from demands made on the service by businesses it is generally well known. Awareness is believed to be particularly high at food premises and among farmers due to an extensive food inspection and sampling programme and foot and mouth licensing respectively. Among businesses targeted by the service or affected by licensing e.g. product safety premises and petroleum sites, awareness is again expected to be reasonably high. Knowledge of the service across the car trade is known to be high from inspection and investigation activities. Press releases; articles in LBP and Federation of Small Businesses newsletters and trade seminars aim to increase awareness of the service.

11 Demand for specialist services

11.1 The Weighbridge Test Unit is hired out to other authorities and commercial operators for approximately three quarters of the year. Demand from commercial users has grown steadily since new insurance arrangements released it for use by private companies two years ago. However, this has been balanced by reducing demand from local authorities. Including inspection and verification within Hampshire the Unit is in use throughout the year. The high level of weighbridges found to be incorrect on inspection in Hampshire (21%) makes this a priority area of metrology work.

11.2 The Bulk Fuel Unit is used by Southampton and Portsmouth Unitary authorities for six days a year and occasionally by the Isle of Wight. The use by other authorities declined to zero in 2001. Use of the unit within Hampshire is a priority metrology area due to past experience of fraud in this trade; lack of controls and checks available to consumers and relatively high failures found on inspection (13%).

11.3 Approved Body Status (NAWI). 64 scales were tested in 200/-1, the highest in the SETSA region. Demand reduced to 19 in 2001/02, again the highest in the region. Hampshire is leading a review of approved body status for SETSA with a view to rationalising provision across the region.

11.4 Last year was particularly difficult year due to the foot and mouth outbreak.

The Government restrictions on use of footpaths and various licence schemes for the movement of animals placed a heavy burden on managers; animal health and support staff. Considerable efforts were made to meet demand for movement licences from farmers. Hampshire was one of the first authorities to issue licences under the new scheme and a weekend service was provided for period of time. The Service worked in partnership with Emergency Planning and Countryside Services to risk assess County Council premises and footpaths throughout the county. A special call centre was set up to deal with enquiries following mail shots to landowners and farmers. Communications with District authorities and special interest groups e.g. New Forest Committee and outdoor Pop Festival promoters, were extensive and time consuming. The priority for the current year is to continue administering the latest licensing scheme on behalf of DEFRA and to agree a Service Level Agreement on future enforcement activities.

Part 2: National and Local Priorities

D Policies on National and Local Priorities

12 Informed Confident Consumers

12.1 All work, including reactive, is estimated from previous experience and allocated a project number and staff and financial resources. There is a heavy claim on officer time from consumer complaints, particularly on fair trading




and safety. Due to the demand on resources the Service is gradually moving towards an intelligence led approach to enforcement. Complaints from the public are risk assessed and those of a minor nature are only recorded for information and taken into account in future service planning. A close watch is kept on the top ten `problem' companies and projects are planned for known problem areas e.g. second-hand cars, which is regularly the top trade sector for consumer complaints.

Home repairs and improvements is the second highest category of consumer complaints and the Service has adopted a good trader scheme, focusing on such traders. Members of the scheme are promoted by the Service through press releases, publicity launches and our website under the banner of `Buy with Confidence'. The aim is to sign-post consumers to reliable traders and marginalize the poor ones, thus reducing consumer complaints. The scheme has over 300 members and is believed to be the largest of its kind in the country. The firms are vetted for compliance with consumer laws etc and promoted in a partnership with Age Concern and via general publicity and our website. Small job friendly firms are particularly welcome and promoted. The Service now has a fulltime member of staff to deal with the scheme and provide general business support. The aim is to also make links with trade associations and other bodies to provide a comprehensive, county wide scheme that covers the main areas of consumer concern. Demand for the scheme continues to grow.

12.3 Inspection is a another key element of the service to ensure high standards of compliance. The service expects to visit all high risk and half of medium risk premises during the year. The service also maintains a high level of food and product safety sampling as part of annual programme of work. The former is not only to meet Food Standards Agency requirements but also the general public concern over food safety, composition and labelling.

12.4 Under-age sales are considered to be a high priority area of work due to Government targets on health e.g. reducing the level of smoking; reducing accidents (solvent deaths). Such priorities are reflected in local concerns, particularly relating to alcohol, which links to other aims related to youth; crime and disorder; and educational attainments. The service plans to work closely with the police to enforce the new, shared duty in respect of the Licensing Act.

12.5 The Service Plans give details of planned projects, which cover all the work carried out by the service, targets and the resources allocated. Each project has a project leader who produces a project protocol setting out the links to Corporate Aims; methods to be adopted; details of premises to be visited and/or samples to be taken; performance indicators and anticipated outcome.

12.6 Full details and links to Corporate objectives are shown in the attached
Service Plans. Appendix 3 shows the full list of planned work in the form of
projects.




The following is a summary of planned service provision.

Provisions for educating, informing, advising and creating confident consumers.
Consumer Need as Assessed in Section 8 and NPF Standard	Actions currently undertaken and planned to address consumer need
Consumer Advice Service	Advice Service responding to 18,000 enquiries and complaints. Improve call handling to deal with unmet demand. Maintain Community Legal Services (CLS) Standard to provide high quality service. Use Stop Now Orders where appropriate.
Presentations and Talks	Respond to approx 12 requests
Provide fact sheets; leaflets and ensure wide distribution	Ensure leaflets up-dated take account of new legislation and expected revision of Sale of Goods
Internet Information and Access	Continue development of website to provide consumer information and e-mail facility
Information on trading activities and scams	Press releases and advice with back-up fact sheets as appropriate. Continue to expand and promote the Buy with Confidence Scheme -in particular in area of home repairs and improvements. Aim to expand coverage of second-hand car dealers. Monitor and take appropriate action against main problem traders.
E-commerce activity	Fact sheet and Press release with advice and information on Distance Selling Regulations and buying on the Internet
Developing and delivering pro-active education programmes to vulnerable groups	Consumer education to Key Stage 2, 3 and 4 via Young Consumer Competition; Junior Citizen and Citizenship Education Package
Joined up working with other organisations and regionally	Active participation in SETSA Advice and Education Focus Group Continue to develop Citizenship Education Package with Education Service
Participation in Consumer Support Network (CSN)	Continue to develop CSN and achieve formal recognition
Improve accessibility and availability of service and identify gaps and reach non-users	Improve software monitoring call-handling and assess means to meet demand Consult with users and non-users Analyse results to improve service Develop links with vulnerable groups
Measure use and effectiveness of education, advice and information services	Continue to analyse feedback from education projects above. The response to all projects has been extremely positive. If extra resources become available Junior Citizen will be extended to the whole county.
Encourage participation in consultation processes	An initial survey of 100 users and a monthly survey of 30 users is planned. Further consultation will depend on the results of the Best Value consultation exercise

13 Informed Successful Businesses

13.1 Full details and links to Corporate Objectives are shown in the various Service Plans. The following is a summary of planned service provision. A full list of projects covering all areas of work is shown in Appendix 3.

Key Tasks to ensure Informed, Successful businesses
Business Need as Assessed Part C and National Performance Standard	Actions currently undertaken or planned to address business need
Home Authority and local business advice & support	Provide timely advice and guidance to 704 HA companies plus local businesses
Home Authority and local business advice & support	Provide officers with specialist knowledge to deal with specific firms.
Information and guidance	Provide up-to-date leaflets and fact sheets in hard copy and on website.
Information and guidance	Provide pro-active guidance by media releases and business seminars .
Information and guidance	Direct mail shots; seminars and press releases for new legislation.
Improve compliance	Develop Business Standards Partnership and provide a regular newsletter to members.
Improve compliance and minimise non-compliance and failure	Carry out a risk assessed programme of inspection and sampling - especially in area of food and product safety.
As above	Support Local Business Partnerships
As above	Investigate serious criminal breaches and take appropriate action, including prosecution.
As above	Use STOP Now Orders when appropriate
Joint working	Co-ordinate enforcement with neighbouring authorities, regional group and other agencies through joint projects.
As above	Enforce Licensing Act with police through a joint protocol
As above	Expand Responsible Tobacconist Award by joint working with Health Promotion Service and District Councils.
As above	Provide a livestock licensing service in conjunction with DEFRA
Verification Service	Provide responsive verification service for business
Metrology Service - WBTU and Bulk Fuel Meter	Provide specialist metrology services for other TS authorities
Approved Body Status (NAWI)	Provide service to business and other local authorities. Review regional provision of this service with view to rationalising it.
Petroleum Licensing	Provide a responsive service - in particular at new and re-developed sites
Improve accessibility and identify gaps in service	Analyse response to Best Value consultation
Measure effectiveness of education, advice and information services	Analyse feedback and response to BV consultation
Encourage participation in consultation process	Conduct BV consultation survey and consider future approaches

14 Enforcement of a Fair and Safe Trading Environment

14.1 Principles of good enforcement

The Service is committed to following the principles of the Government's Enforcement Concordat as adopted by the County Council. We have an Enforcement Policy that links to the Code of Crown Prosecutors. We use examples of best practice in enforcement e.g. with our under-age sales and the LACORS Code of Practice. The Service also promotes fair and safe enforcement through its Responsible Tobacconist Award, Business Standards Partnership and Buy with Confidence scheme.

14.2 Home Authority Principle

Hampshire was the originator of the Home Authority Principle and is committed to following LACORS guidelines. We have over 700 businesses for which we act as Home Authority, including a number of large national firms. The Service has always made it a key objective to ensure high levels of compliance with goods and services emanating from the county. The provision of guidance and advice to local companies is therefore one of our top priorities. We support effective liaison between local authorities by meeting other TS services to discuss issues relating to Home Authority companies.

14.3 Programme of enforcement activity

The Service has a comprehensive programme of enforcement action that includes inspection, sampling and investigation and aims to balance reactive and pro-active work. The projects for the current year are outlined in Appendix 3.

14.4 Enforcement arrangements for e-business and e-commerce

We have developed and trained a senior officer with IT and computer forensics skills to assist in investigating cases involving Internet websites and e-commerce activities. The service has seconded the officer on a regular basis to the SETSA Computer Forensics laboratory. As part of the laboratory's work the officer has assisted other TS authorities with investigations. Enforcement activity in this area is primarily re-active but special projects are run periodically to examine trade sectors on the web. This includes the purchase of goods for testing under product safety legislation. We have also produced a leaflet for consumers on purchasing over the Internet and issued press releases relating the Distance Selling Regulations.

14.5 Targeting problem traders and business sectors

The Service regularly monitors its `top ten' problem traders in relation to consumer complaints received and takes progressive enforcement action to improve compliance. This will invariably include advice and written warnings except in the case of traders who have demonstrated that they are wilfully failing to comply, when legal proceedings are taken. In appropriate situations Stop Now Orders will be used to improve the conduct of traders. Problem business sectors are identified from consumer complaints; inspection and investigations. The top three sectors for complaints are:

· Second-hand cars

· Home Improvements and Repairs

· Personal Computers

We are carrying out a project on second-hand car dealers in the current year. Home improvements and repairs are being dealt with through our Buy With Confidence scheme. We have also produced a leaflet on buying computers.

14.6 Tackling practices which target vulnerable and socially excluded

A new Community Safety Officer is developing projects which will improve protection of vulnerable groups. This includes working with Neighbourhood Watch Groups and the police; developing an information booklet and assisting with a DTI funded initiative aimed at helping vulnerable people.

14.7 Arrangements with regional co-ordinators

Hampshire plays a key role in SETSA by providing Chairman and Secretaries to a number of Focus Groups and a member of the Executive.

14.8 Metrology inspection and verification

A verification service is provided by a dedicated team who also conduct petrol pump inspection. Due to the low rate of failures found pumps are generally only inspected every five years. Inspection is concentrated on equipment with the highest failure rate i.e. weighbridges and bulk fuel. Metrology inspection at production level is a high priority and the food team also carry out inspections at retail food premises.

E Efficient, Effective and Improving Trading Standards Service

15 Efficient, effective and improving Trading Standards Service

15.1 As stated in Section 2.1 the Service was reviewed and re-structured in October 2001 in order to meet stakeholder needs more effectively and efficiently. The benefits and any disadvantages of the new arrangements will be reviewed in September 2002. So far staff reaction has been very positive. During the spring and summer of 2002 the Service will conduct a Best Value review, which will include extensive consultation with the public and business. It will also hold a Challenge event by inviting key stakeholders to give their views on the Service and its priorities and how the service is delivered. Members are obviously an integral part of the review and are invited to attend all Best Value meetings and the two sub-groups dealing with Consultation and Comparison. Best Value will be the prime vehicle for improving the Service and a final report to the County Council is planned for October 2002. In addition where reviews of the Service Plan and projects identify areas for improvement or development these will be implemented as appropriate. Staff are encouraged to present ideas for improvement via a `Brainwave' suggestion scheme, the Performance Development Review process and staff meetings.

A key objective of the Service is to continually improve quality, effectiveness and efficiency. The following areas are planned for 2002 - 03.

Provisions for developing and modernising the service	Relates to relevant feedback	Links with other partnerships	Links with Best Value Review
Consultation with stakeholders	Insufficient evidence of stakeholder needs	DTI DEFRA SETSA LBPs Police LACORS F&RS CSN	Yes
Comparison with Best Practice and similar sized TS authorities	Inadequate analysis of information and details of best practice	As above	Yes
Challenge Workshop	No available feedback	As above	Yes
Compete with alternative service providers	No evidence currently available		Yes
Quality Audits	Feedback from previous audits and Quality Review		Yes
Develop website	Increasing hits on website and e-mail contacts	CSN SETSA LBPs	Yes
Develop communications to ensure information accessible and in Plain English	Feedback from MORI surveys		Yes
Maintenance and Calibration	Feedback from ISO 9000 audit	Unitary Authorities
Health & Safety at work	Internal Audits		Yes

Part 3 Review, Assessment and Improvement

16 Quality Assessment and Review

16.1 Provisions for ensuring the work of the service is assessed against the Service
Plan and ISO Standard include the following:

· To continue to work to an accredited ISO 9000 Quality System

· To continue to work to an accredited IIP Quality System

· To continue to work to an accredited CLS Quality System

· To continue to develop an approach that matches the EFQM Excellence model

· To monitor performance against BV 166

· To monitor Service Projects at team and management level on a quarterly basis

· To monitor projects leaders effectiveness at Performance Development Reviews

· To develop further consultation processes with stakeholders to inform future policies

· To continue with peer assessment of specific service aspects

· To compare performance by reference to CIPFA information; best practice reports and regional benchmarking

· To consider applying for Beacon Status and the OFT Excellence Award

Current Awards

As indicated on the Profile Form, Hampshire already holds the following awards:

IIP ISO 9000 CLS Quality Mark

Benchmarking and Peer Assessment

Hampshire is a member of SETSA, the regional Trading Standards liaison group of 10 neighbouring authorities , which operates benchmarking and focus groups to share best practice. It also undertakes peer assessment of metrology and health and safety issues with partners in this group. Benchmarking on CIPFA statistics against the six shire counties in England with a population exceeding 1 million, and English counties as a whole, is carried out. Best Practice and statistical comparison has also been conducted with four other county councils that have received the OFT Excellence Award or Beacon Status. Similar comparisons have been made with other agencies, including the police and AA. A comprehensive assessment against the EFQM model has been conducted as part of the Best Value Review. This work will continue to be developed.

Performance against Service Plan

Monitoring the progress of service plan projects is measured on a monthly basis by TS Managers and Team Leaders and at quarterly specialist officer team meetings. It is also reported to the Regulatory Services Management Group and an Annual Report produced. Quarterly reviews are used:

· To identify any significant variations from the plan and the reasons and action to be taken

· To analyse complaint statistics and trends and identify any amendments required to enforcement programmes or service delivery

· To take account of any external influences that were not considered when the plan was prepared e.g. changes in local or national policy; new opportunities etc

· To identify good practice and successful projects and build on these

· To identify additional non-planned work that has met objectives

· To review the balance of pre-planned and reactive work

· To ensure that the overall plan is achievable by resource planning

ISO 9000

As part of its Quality System the Service has procedures covering all aspects of its work. The Service Plan includes a programme of internal audits against the procedures with subsequent reporting and remedial action. TS Managers are responsible for ensuring that the Quality System is followed and kept up to date by specialist officers. The Quality System is subject to an annual Management Review and Action Plan.

All Teams and Specialist Officers have a copy of the Service Plan and are aware of how their individual work feeds into the aims and objectives of the Plan.

16.2 Identification of Variation from Plan

Due to the anticipated addition of an officer to deal with the new duties under the Licensing Act action in this area and on under-age sales in general will be increased. The Plan will also need to take account of changes necessary following any Service Level Agreement with DEFRA. The Service Plan was finalised in March and no other significant changes have been identified at this stage.

16.3 Areas for Improvement

An action plan is currently being drawn up from a recent Quality Management Review.

Appendix 1


CORE RESPONSIBILITIES OF THE TRADING STANDARDS SERVICE

Name of Authority		HAMPSHIRE COUNTY COUNCIL
Name of Chief Inspector of Weights and Measures		ANTONY E LANGSTONE
Status of Plan				(yes or no?)
· Approved by Members
· Member Approval pending (notify monitoring unit when approval obtained)
Enforcement Responsibility	Description			Is this in your remit? (yes or no?)
Weights and Measures	Work relating to the accuracy of weighing and measuring equipment in use for trade and ensuring quantity of goods is within tolerance. Verification services.			YES
· Does your authority maintain local standards? (Ref: Section 4 Weights and Measures Act 1985)				NO
· Does your service hold Approved Body status? (Relates to the Non Automatic Weighing Instruments Directive and linked UK Regulations)				YES
Fair Trading	Includes claims about prices, quality or description of goods and services.			YES
Product Safety	Includes monitoring goods supplied to consumers are safe and correctly labelled.			YES
Food Standards	Includes ensuring food is correctly described and labelled throughout the supply chain, and that applicable compositional standards are met.			YES
· Is this function shared with environmental health?				NO
Consumer Credit	Includes monitoring licensing regime, ensuing transactions, documentation and adverts comply.			YES
Animal Health and Welfare	Includes movement licences, monitoring welfare during transport and at markets			YES
Agricultural Standards	Includes ensuring fertilisers and animal feeding stuffs are of correct composition and labelled.			YES
Age Restricted Sales	Ensuring certain products are not supplied to children, e.g. tobacco, videos, butane lighter fuel fireworks.			YES
Road Traffic	Includes supply of unroadworthy vehicles, overloaded goods vehicles, weight restriction areas.			YES
Explosives	Ensuring fireworks and other explosives are safely stored on registered premises.			YES
Petroleum	Ensuring petroleum is safely stored on licensed premises.			YES
Environmental Legislation	Includes energy labelling, packaging disposal and motor fuel pollutants.			YES
Licensing	List only the main duties:
	Petroleum
	Explosives
	Poisons
	(Nurses Agencies)
Additional Functions. List any additional main duties which fall to your service (Do not include membership of enforcement forums and business partnerships as these fall into section 4 of the plan)
Specialist Services. List only the main services below (include services such as calibration services, public analyst and product testing, note any partners)				Partners
Regulatory Services includes the Trading Standards Service and Public Analyst service Weighbridge Test Unit Bulk Fuel Unit EC Notified Body				Public Analyst Partnered with Kent County Council

Advice Responsibility	Description				Is this in your remit? (yes or no?)
Are you part of a Consumer Support Network?					YES
Business Advice	Provision of advice to business through means other than inspection and home authority.				YES
Consumer Advice	Provision of advice & information to consumers.				YES
Indicate the level of consumer advice you provide. (mark Y for yes where appropriate) (In terms of the Community Legal Services Quality Mark definitions)
Client Level		Local tax payers	Contract in area	No local connection
Information		YES	YES	YES
Assisted information		YES	YES	NO
General Help		YES	YES	NO
General help plus case work		NO	NO	NO
Information: The advice service must typically be able to supply information such as leaflets and other reference material relevant to trading standards
Assisted information: As well as offering information such as leaflets and other reference material will also provide someone to help find the information needed or to help decide on the most appropriate source of help
General Help: The advice service must typically be able to offer information and advice to consumers to help resolve the problem. The service will diagnose the problem, explain the options available to rectify the problem, identify further action and give basic assistance such as assisting in form filling, letter writing and by contacting other organisations for further information.
General help plus case work: As above but will take action on behalf of the consumer and puts their case to the other party in order to persuade them to make or change a decision in favour of the consumer. This might include negotiating by telephone, by letter or face to face. The service may provide advocacy in formal proceedings such as the Small Claims Procedure
Your council/business tax payers: Residents, local businesses, organisations based in the area
Contracts arising in your area: Complainant/enquirer may not be based in the area, but the goods or services causing concern were obtained in the area
All contacts helped: Advice is given regardless of origin

Appendix 2

COMMUNITY TRADING STANDARDS SERVICE DELIVERY PLAN

PROFILE FORM

Name of Authority	Hampshire County Council
Area in Hectares	369,032
Local Authority Organisation
In what year will/was the Trading Standards service part of a Best Value review by your authority?			2002/2003
Indicate if you have received, or are working towards, any of the following:			Received	Working towards
· Charter Mark
· Investors in People			_
· OFT excellence award (scheme under review)				_
· Beacon Status (what topic)
· CLS Quality Mark			_
· ISO 9000			_
Do you use the EFQM ® model? (yes or no?)			YES
Do you have a service level agreement with the Office of Fair Trading? (Yes or no?)			NO
Others: (list below)		Brief description
Anti-counterfeiting Group Award		Awards to authority and also senior officer for
		commitment to anti-counterfeit work.
DTI		Specific Contract to check compliance with
		Recreational Craft Directive and Electro magnetic
		compatibility Regs.

Please note that costs and expenditure have not been completed in this example because it is fictional and DTI does not want to suggest that there is an optimum resource level for this plan. Local Authority Expenditure

Column 1: where available give actual expenditure for last financial year, where figures are not yet available state estimated expenditure and send fully completed form to DTI when figures are confirmed.
Column 2: give details of your budget allocation.
	1 Gross Expenditure (or forecast spend) 2001/2002	2 Budget allocated for coming year 2002/2003
EMPLOYEE COSTS Include: basic pay, overtime, employer's superannuation, employer's national insurance SSP due, pay arrears, other allowances/payments, car allowances/mileage/leases/travel expenses and fares, subsistence, pension increases and other employee costs.	NB Projected out-turn not actual 2,181,100	2,249,700
PROPERTY COSTS	800	700
SUPPLIES AND SERVICES Include: computer equipment (purchase/rental/maintenance), furniture, equipment and other tools including protective clothing, publications, journals, newspapers and other supplies and services.	140,600	141,300
SAMPLING COSTS Include: purchases made for the purposes of sampling/testing.	424,100	423,700
TRANSPORT AND PLANT Include: hire of external vehicles	85,400	85,300
ADMINISTRATION Include: Printing and stationery, telephones, advertising (recruitment), postages/couriers, insurance, medical costs, petty outlays, hospitality and other administration costs	46,700	46,800
TRAINING AND CONFERENCES Include: training, conferences, membership fees/subscriptions and exam fees.	31,600	31,600
PAYMENT TO OTHER BODIES For example, public analyst, test unit, cross-boundary projects	-	-
PAYMENT TO CONTRACTORS	-	-
TRANSFER PAYMENTS	-	-
FINANCING CHARGES Include: central support costs	294,800	300,900
GROSS COSTS (total of all above costs)	3,205,100	3,280,000
INCOME	212,800	204,900
Please note expenditure heads are based on CIPFA expenditure heads. From Audit Scotland's Self Assessment Guide
FUNDING FOR LOCAL BUSINESS PARTNERSHIPS	-	-

Staffing Allocation (Numbers to be expressed as full time equivalents to one decimal point as employed at the start of the financial year. Where staff are shared with other services or have mixed roles include the hours spent on Trading Standards roles to full time equivalents. Examples of mixed roles might be enforcement staff acting as consumer advisers on a regular duty rota or DTS trainees who additionally have an enforcement role.
Role	Description	Number of staff
Managerial	Staff primarily concerned with the management of staff within Trading Standards. Include only the proportion of time spent on such duties.	4.5
Administration	Staff that support the service within the office	8.2
Enforcement staff	Staff such as Trading Standards Officers and Consumer Protection Officers authorised under criminal legislation	39
Enforcement support staff	Staff not authorised under criminal legislation but who support that aspect of the service, for example laboratory staff, technical assistants	9
Consumer advice	Include both full time staff dedicated to providing advice to consumers and the proportion of time other staff spend on such duties.	8.6
DTS Trainees	From degree or APEL routes	1
Total Number of Staff	Exclude vacant posts	70.3
Current vacancies	All roles	1
Long term vacancies	Note number of vacancies of more than 4 months duration
Qualification	Description
DTS	Diploma in Trading Standards or equivalent	25
DCA	Full Diploma in Consumer Affairs	20
DCA Food paper	Full Diploma in Consumer Affairs with Food qualification	8
DCA Animal Health	Full Diploma in Consumer Affairs with Animal Health qualification	4
DMS & similar	Diploma in Management Studies	13
Others:	List other relevant qualifications (include PC training for example ECDL, single DCA papers)	30

Business Profile
	Description		Number
Businesses registered for business rates	This brings consistency to statistics between authorities. Give most recent figures.		33,011
Home Authority Firms: formal agreements	Following LACOTS Home Authority principle guidance. Give estimate at end March 2002.
Home Authority Firms: informal recognition	Number of traders you recognised as being based in your area and about which you will take enquiries. Give estimate for end March 2002.		704
Enquiries received concerning your Home Authority firms.	Include figures from other enforcement agencies. Exclude consumer complaints and enquiries and requests for business advice. Give estimate for end March 2002.		620
Risk Assessment: assessment of risk a business poses to consumers and competitors to determine frequency of inspection visits and appropriate enforcement
High	Follow LACOTS guidance on premises risk assessment (revised and issued early 2002). Give figures from your database for year end for the number of businesses based, or with physical premises, in your local authority area. This can include internet sites where the supplier is based in your area, stalls and other mobile traders as well as fixed premises.		885
Medium			7071
Low			14,652
No inspectable risk			11,528
		TOTAL	34,136
Other Business Data
	Description		Number
Business start ups	Use figures based in VAT registrations. Give figures for end March 2002. Latest figures are for 2000		4,320
Business failures			3,740

Appendix 3

	FAIR TRADING
Project no	Project	P.L.	CORE	SPECIAL	TSO	TO	TOTAL
2T1A	Reactive work - Public	AJS	1000		800	200	1000
2T1B	Reactive work - Businesses	AJS	600		500	100	600
2T2A	Prosecutions & investigations	AJS	530		430	100	530
2T3A	Monitor licence renewals	AJS		15	15		15
2T3B	Nurses agencies	JRL		30	30		30
2T3C	Blackbushe Market	MD		85	35	50	85
2A3	Consumer Education	JF		35	35		35
	TOTAL		2130	165	1845	450	2295
	FOOD
Project no	Project	P.L.	CORE	SPECIAL	TSO	TO	TOTAL
2F1	Reactive/Prosec/Inv work	NAS	520		500	20	520
2F2	High risk inspections	NW	303		243	60	303
2F3	Medium risk inspections	NW	530		470	60	530
2F4	Low risk inspections	NW	70		10	60	70
2F5	Agriculture Inspections	RS	50		50		50
2F6	Other agriculture	RS	60		60		60
2F7	Special projects	NW		40	40		40
2A3	Consumer Education	JF	35		35		35
	TOTAL		1568	40	1408	200	1608
	METROLOGY
Project no	Project	P.L.	CORE	SPECIAL	TSO	TO	TOTAL
2M1	Reactive/Prosec/Inv work	PJT	50		40	10	50
2M3	Verification	RIC	285		195	90	285
2M4	Standards	RIC	20		10	10	20
2M5	Weighbridge & Heavies	RIC	60		50	10	60
2M6	RTA Protocols	RIC	20		10	10	20
2M7	Met Packers (non-food)	MW	120		40	80	120
2M8	Bulk Fuel	RIC		55	25	30	55
2M10	Pump inspection	RIC		90	50	40	90
2M11	WBTU (Non Hants)	RIC	120			120	120
	TOTAL		675	145	420	400	820
	PRODUCT SAFETY
Project no	Project	P.L.	CORE	SPECIAL	TSO	TO	TOTAL
2P1	Reactive/Prosec/Inv work	PJT	440		400	40	440
2P3	High risk inspections	RHK	85		70	15	85
2P4	Medium risk inspections	RHK	123		95	28	123
2P6	Underage sales	KBM		150	100	50	150
2P7	Child Car seats	RHK		16	11	5	16
2P8	Tobacconist Award Scheme	KBM		70	60	10	70
2P9	Safety sampling projects	RHK		115	90	25	115
2P11	Electric blankets	KBM		55	35	20	55
2P12	ERTS	DWB		90	50	40	90
2P14	Recreational craft	NR		15	15		15
2A3	Consumer Education	JF		17	12	5	17
	TOTAL		648	528	938	238	1176
	ENVIRONMENTAL SAFETY
Project no	Project	P.L.	CORE	SPECIAL	TSO	TO	TOTAL
2E1	Reactive/Prosec/Inv work	PJT	400		400	0	400
2E3	Petrol Licence Inspection	DS	80		70	10	80
2E4	Explosive & Firework storage	MW		32	32	0	32
2E6	Packaging regs	DWB		10	10	0	10
2E7	Fuel pollution	DS		5	5		5
	TOTAL		480	47	517	10	527
	ADVICE
Project no	Project	P.L.	CORE	SPECIAL	TSO/AO	TO	TOTAL
2A1A	Enquiries & Complaints	JE	1200		1200		1200
2A1B	Presentations & talks	JE	15		15		15
2A1C	Publications	JE	10		10		10
2A1D	Develop Hantsnet/www	AS	100		100		100
2A1E	Develop CLS & CSN	JW	20		20		20
2A1F	Stop Now orders	JW	30		30		30
2A2A	Think Twice Booklet	JF	20		20		20
2A2B	Neighbourhood watch	JF	30		30		30
2A2C	Police links	JF	10		10		10
2A2D	Community Initiatives - Las	JF	20		20		20
2A2E	Community & CSN	JF	30		30		30
2A3A	Lifesmart YCOY	JF		30	30		30
2A3B	Junior Citizen	JF		50	50		50
2A3C	Citizenship	JF		30	30		30
2A3D	Safety magazine for Schools	JF		10	10		10
2A4A	LBP	JW		10	10		10
2A4B	BSP	PP		200	200		200
	TOTAL		1485	330	1815	0	1815
	ANIMAL HEALTH
Project no	Project	P.L.	CORE	SPECIAL	TSO (AH)	TO	TOTAL
2H1	Reactive/Prosec/Inv work	NAS	300		300		300
2H3	Targeted Inspections	NAS	100		100		100
2H4	Special Projects	CA	20		20		20
2H5	Other (Pony sales, Horse F, Police)	NAS	30		30		30
2H6	Foot & Mouth Licensing	NAS	75		75		75
			525	0	525	0	525
	DEVELOPMENT PROJECTS
Project no	Project	P.L.	CORE	SPECIAL	TSO	TO	TOTAL
2D1	Best value meetings	REA	36	0	36	0	36
2D2	Health & Safety Activities	JF	20	0	20	0	20
2D3	Quality Audits	REA	130	0	130	0	130
2D4	Maintenance & calibration	REA	24	0	24	0	24
2D5	Communications	AEL	35	0	35	0	35
2D6	Information technology	JF	35	0	35	0	35
2D7	Personnel & PDR interviews	JF	60	0	60	0	60
	TOTAL		340	0	340	0	340
	GRAND TOTALS (Days)		7851	1255	7808	1298	9106
	% of TOTAL		86	14	86	14	100
	Available days				10032	1980	12012
	Available FTE's				45.6	9	54.6
	% ALLOCATION				78	66	76

EMP&R0702B