Hampshire County Council

Buildings, Land and Contracts Panel Item *

26 March 2003

Executive Member for Policy and Resources

10 April 2003

Performance Management

Report by the Director of Property, Business and Regulatory Services

1

Summary

1.1

The following decision is sought:

That subject to the views of the Buildings, Land and Contracts Panel the revised set of performance indicators together with the improved set of targets as detailed in Appendix 3 be approved.

2

Reason(s)

2.1

To ensure the service provided by Property services is monitored and subject to continuous improvement and development.

3

Other options considered and rejected

3.1

None

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:

.........................

Councillor T K Thornber

Hampshire County Council

Buildings, Land and Contracts Panel Item

26 March 2003

Performance Management

Report by the Director of Property, Business and Regulatory Services

1

Summary

1.1

An integral part of the Property Management service is its continuous development and improvement. Traditionally this has focused on measuring customer satisfaction with communications and customer services. However, with the development of national performance indicators and, for the first time, the availability of national benchmarks it is proposed to enhance the range of local performance indicators. The purpose of this report is to review performance in service delivery, and to establish a revised set of performance indicators together with improvement targets.

1.2

The report also confirms the assessment of the County Council's Strategic Asset Management Plan.

2.

Performance information

2.1

2.1.1

2.1.2

Local Indicators

As already noted the department has several well established indicators by which to measure customer satisfaction and to identify the need for new service developments and improvements. As part of the Service Level Agreement with schools a target was set to increase the number of schools rating the service they receive as good or better by 2%. There are also a number of output based indicators which help to measure the impact and scope of the property management service.

The graphs at appendices 1 and 2 identify the feedback received from customers about the department's and contractors' performance over the last two years. During the last 12 months 87% have rated departmental performance as either good or excellent and this represents a 2% improvement from 2001. This information is sought at the end of every project, which during 2002 amounted to around 400 projects.

3

National Indicators

3.1

There are four sets of recognised construction related national performance indicators as indicated in the table below:

Source

Area of Performance being measured

Best Value Performance Indicator (BVPI)

i. Energy Consumption

ii. Buildings accessible to disabled people

Strategic Asset Management

Plan Key Performance

Indicators (KPIs)

i. Annual Management costs

ii. Revenue running costs

iii. Cost and time predictability

iv. Maintenance backlog

v. Internal rate of return

Movement for Innovation

(rethinking construction)

i. Cost and time predictability

ii. Customer Satisfaction

iii Number of defects

iv. Safety on site

v. Level of disputes/claims

vi. Period of settlement of final account

Education

Asset Management Plan

i. Backlog of condition works

3.2

There is some duplication and inconsistency in the above with some areas such as customer satisfaction and health and safety already covered more comprehensively by locally developed indicators. However, with the exception of the rethinking construction indicators, the County Council is required to collect and return the above information annually to the Government and these have therefore been incorporated into the revised set of indicators in appendix 3.

4.

Benchmarking

4.1

One of the advantages of national performance indicators is that they will enable the County Council's performance to be benchmarked against that of other authorities. To date there has been very little comparative data available. There has been no feedback yet from the Government Office for the South-East (GOSE) following the submission last summer of the five KPIs as part of the Strategic Asset Management Plan. When this information becomes available it will be reported back to this Panel.

4.3

The limited benchmarking data that is available relates to the BVPI on the accessibility of buildings for disabled people and the backlog of condition work at schools. The County Council is in the top quartile for all county councils in relation to the BVPI for accessibility with 70% of its public buildings accessible to disabled people. The BVPI relating to energy consumption is new and historic national data is not yet available.

4.4

There are two national benchmarks relating to the backlog of condition related work at schools. The County Council's performance is illustrated in Appendix 4 and summarised below:

County Council Average

Per Pupil

£

National Average

Per Pupil

£

Backlog of urgent work

51.00

91.00

Backlog of work

Over 5 years

(urgent, essential and desirable)

1,343.00

824.00

5.

Strategic Asset Management Plan (AMP)

5.1

The County Council's Strategic AMP was assessed by GOSE as good. This is the highest rating and contributed to the resources section of the Comprehensive Performance Assessment. Feedback from GOSE complimented the County Council on its sound organisational arrangements for corporate asset management.

4.2

The plan will be revised in the summer but does not require to be submitted to GOSE. The requirement to submit the five KPIs identified in section 2 however will remain.

Recommendation(s)

That:

The Panel advises the Executive Member for Policy and Resources that:

1

The department's performance in 2002 and as set out in Appendix 2 be noted

2

The revised set of performance indicators, together with the set of improvement targets as set out in Appendix 3 be approved.

3

The assessment by GOSE of the County Council's Asset Management Plan as good be noted.