APPENDIX 1
BEST VALUE REVIEW OF REGULATORY SERVICES
IMPROVEMENT PLAN
Outcome 1: Improved targeting of resources on the `fair trading' concerns of businesses and the public by introducing an intelligence-led approach to enforcement.
|
|
|
|
Performance Indicator(s) Feedback from stakeholders that their priorities are being addressed. Reduction in consumer complaints and infringement trends. |
Actions |
Cost |
Target date |
Responsibility |
Based on existing intelligence, develop projects for inclusion in the 2003-4 Fair Trading Service plan. |
Officer time |
April 2003 |
Andrew Slee |
Finalise enquiries already under investigation. |
Officer time |
April 2003 |
Andrew Slee |
Commence transition to new intelligence-led approach: · Advice Service to only transfer enquiries to Fair Trading Team that fall within defined projects for 2003-4; · Record all other Fair Trading enquiries as `For information only'. |
Officer time |
April 2003 |
Andrew Slee |
Establish a system of trend analysis of intelligence information to inform future service planning and projects. |
Officer time |
April 2003 |
Andrew Slee |
Outcome 2: Further research and development work to protect the vulnerable in society.
|
|
|
|
Performance Indicator(s) Feedback from stakeholders that their priorities are being addressed. Reduced incidence of under-aged sales in Hampshire. Number and range of projects implemented to protect the vulnerable. |
Actions |
Cost |
Target date |
Responsibility |
Develop role profile for new officer (full-time cross-functional team post) to work on projects relating to protecting the vulnerable. |
<= ₤30,000 |
April 2003 |
Paul Berryman/Tony Langstone/Rod Goldup |
Carry out selection recruitment for new post. |
Officer time |
April 2003 |
Tony Langstone/Rod Goldup |
Develop projects relating to the vulnerable for inclusion in the 2003-4 and longer term service plans. To include: · Further development of project to raise awareness of the elderly of dangers of doorstep sellers and rogue traders; · Underage sales and product safety; · Development of the `Junior Citizen' educational competition for all key stage 2 pupils. |
Officer time and promotional material as appropriate |
April 2003 |
Rod Goldup/Tony Langstone |
Outcome 3: Reduce Trading Standards Food Sampling Budget to release resources to address Outcome 2.
|
|
|
|
Performance Indicator(s) Food sampling levels maintained on reduced budget. |
Actions |
Cost |
Target date |
Responsibility |
Reduce Trading Standards Food Sampling Budget |
Budget reduced by ₤30,000 per annum |
Effective from financial year commencing April 2003 |
Paul Berryman |
Investigate how Scientific Service can continue to analyse current sampling levels within the reduced budget, e.g. improved procedures to allow quicker throughput of samples; reduce number of tests without reducing quality of results. |
Officer time |
April 2003 |
Paul Berryman/Anne Scarrett |
Outcome 4: Greater understanding of the changing concerns and expectations of the public and businesses through improved dialogue and feedback.
|
|
|
|
Performance Indicator(s) Implementation of consultation strategy. Increased knowledge of the concerns and expectations of the public and businesses. |
Actions |
Cost |
Target date |
Responsibility |
Ensure 2003-4 service plans address feedback from stakeholders arising from Best Value Review consultations. |
Officer time |
April 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Implement strategy for on-going dialogue with all relevant stakeholders including the public, businesses, members, Central Government departments, other authorities, external agencies/organisations and any other interested parties. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Outcome 5: Increased awareness of the public and businesses about services provided and achievements.
|
|
|
|
Performance Indicator(s) Number of published articles. Measure of increased awareness of the public and businesses. |
Actions |
Cost |
Target date |
Responsibility |
Produce publicity/educational information about projects and other service achievements, in partnership with the Corporate Communications Team, to target specific audiences (including the public - especially young people, businesses, hard to reach and minority groups) using a variety of relevant media. |
Officer time |
On-going. Review progress September 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Further develop the Regulatory Services web-site to encourage use of self-help advice by consumers and businesses. |
Officer time |
On-going. Review progress September 2003 |
Rod Goldup Jon Whale |
Increase awareness of web-site. |
Officer time Publicity material |
September 2003 |
Rod Goldup Jon Whale |
Outcome 6: Increased awareness of partnership opportunities and more joint working with external agencies.
|
|
|
|
Performance Indicator(s) Number of effective partnership arrangements in place. |
Actions |
Cost |
Target date |
Responsibility |
Review effectiveness of all current partnership arrangements. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Identify and investigate potential partners for joint working on 2003-4 service plan projects. |
Officer time |
May 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Identify and investigate potential sources of funding relevant to 2003-4 and future projects. |
Officer time |
April 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Develop use of e-Government for facilitating partnership working. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Outcome 7: Improved performance management and continued comparison against best practice authorities and organizations.
|
|
|
|
Performance Indicator(s) Compliance with requirements and evidence of continuous improvement. Benchmarking results. |
Actions |
Cost |
Target date |
Responsibility |
To meet as appropriate Central Government requirements for Trading Standards Service performance management: e.g. Food Standards Agency, DTI National Performance Framework, DEFRA Performance Framework for Animal Health. |
Officer time |
April 2003 |
Paul Berryman Tony Langstone Rod Goldup |
To develop a more systematic approach to monitoring and reporting on key performance indicators: e.g. compliance with Government requirements, BV166, outcomes from external assessments, projects and other achievements. Links to outcome 5. |
Officer time |
On-going |
Paul Berryman Tony Langstone Rod Goldup |
To implement a strategy, as part of the service planning cycle, to continue benchmarking against other relevant best practice authorities and external organisations. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Outcome 8: Improved efficiency and effectiveness of current service delivery methods by addressing a range of management issues arising from the review findings including the EFQM and Equalities assessments.
|
|
|
|
Performance Indicator(s) Specific PI's given for each action. |
Actions |
Cost |
Target date |
Responsibility |
Further improve Advice Service call handling system by implementing and monitoring new Q-Call software. PI: Fewer customer complaints about service telephone access. |
₤2,650 p.a. from existing resources. A net saving is anticipated from change of service provider. |
April 2003 |
Jon Whale |
Review Scientific Service portfolio of tests with a view to concentrating on areas of expertise and exploiting partnership arrangements (links to outcome 6). PI: Reduced number of tests. Increased partnership arrangements. |
Officer time. |
April 2003 |
Paul Berryman/Anne Scarrett |
Continue to improve Scientific Service delivery times by streamlining systems and procedures and increasing efficiency. PI: Reduced delivery times. |
Officer time |
Review progress April 2003 |
Paul Berryman/Anne Scarrett |
Continue use of EFQM self assessment to monitor improvement. Involve more staff. PI: Self-assessment carried out. |
Officer time |
Next assessment October 2003 |
Paul Berryman Tony Langstone Rod Goldup Ros Anderson |
Develop mechanisms for staff involvement in generating creativity/innovation. PI: Number of new ideas developed. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup Ros Anderson |
Review and develop more flexible working practices. PI: Staff satisfaction with working practices. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Review the effectiveness of internal communications. PI: Positive feedback from staff. |
Officer time |
June 2003 |
Paul Berryman Tony Langstone Rod Goldup |
Participate in corporate training initiatives for management and staff development. PI: Evidence through PDRs of improved staff/management performance. |
Officer time |
On-going |
Paul Berryman Tony Langstone Rod Goldup |
Implement local equalities action plan arising from Equalities Assessment Report. PI: Implementation within agreed timescales. |
Officer time |
April 2003 to March 2004 |
Paul Berryman Tony Langstone Rod Goldup |
Develop use of electronic systems to improve efficiency (e.g. e-Government and better use of electronic document control) PI: Number of improvements implemented. Positive feedback from users. |
Officer time |
September 2003 |
Paul Berryman Tony Langstone Rod Goldup Ros Anderson Janice Uttley |
