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To view all pages of this briefing book, please press F11 to minimise your toolbars.

 

If you are experiencing any difficulties or if you have any queries with this briefing book, please contact:

 

Tracey Knights  (01482) 391429

Jamie Brooks  (01482) 391477

 

 

A year of promises is East Riding of Yorkshire Council's drive to get residents involved in the way we measure our performance. 

 

It was launched in October 2007 in the council's monthly newspaper, East Riding News, and we have now made 12 promises on a variety of our services. Our performance against these promises will be monitored throughout 2009/10. 

 

The council's performance is monitored by the Government using a wide range of measures across all service areas, from abandoned vehicles to zebra crossings. 

 

But many of these 'performance indicators' are difficult for residents to relate to and are not always relevant to frontline services.  A year of promises allowed residents to get involved in setting targets they would like us to work to by telling us what matters to them. 

 

In each edition of East Riding News, we outlined a service we provide and asked residents how they would like to see it improved.  We then reported back on what people have told us and made a promise based on the predominant view.

For more information please email promises@eastriding.gov.uk

A year of promises
Freeform Layout: *Performance Plus Introduction - Portfolio Holders31/01/2009

Performance Plus Introduction

 

Performance Plus is the Council's Corporate Performance Management System and is a fundamental part of the Council's approach to performance management by reducing inconsistencies in performance reporting across the council.

 

The Briefing Book consists of several pages which you can move between. Using the left arrow and right arrow buttons to move page by page, or the left and right underlined buttons to go to the front and back pages. Additionally, you can use the drop down menu to go to a specific named page.

 

Our performance is shown against the target we have set ourselves and information is provided in both numbers (scorecard) and graphs for ease and preference of viewing.

 

Performance is demonstrated using alert icon: There are three possible alert icons:

  • A Green Star shows that performance is significantly better than target over a tolerance.
  • A Blue Circle shows that performance is on target within a tolerance.
  • A Red Triangle warns that performance is significantly worse than target below a tolerance. 

If you require any further information, please contact Tracey Knights (01482 391429) or Catherine Bell (01482 391477).

 
Freeform Layout: *Performance Plus Introduction: Customer Promises31/01/2009

 

Scorecard

Where a  ? is shown this indicates the Customer Promise had not started.

A Year of Promises
CommentsNov 2007Dec 2007Jan 2008Feb 2008Mar 2008Apr 2008May 2008June 2008July 2008Aug 2008Sept 2008Oct 2008Nov 2008Dec 2008Jan 2009Performance
 Promise 01 Dangerous potholes made safe within 24 hours (live traffic network and footways)100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00??Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value
 Promise 02 Flytipping on public land: complainant notified within 48hrs of action takenDuring December 2008 streetscene services responded to 36 reports of fly tipped waste that on investigation required removing. 5 complaints were made anonymously and 1 incident was reported internally. The remaining 30 complainants were contacted withinin 48 working hours and informed of the action to be taken.100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Green - better than tolerance RBG
 Promise 03 Ensure premises which litter is originating deal with the problem: actions in placeDuring December Streetscene Services received no complaints of any significant littering outside fast food pemises.??YesYesYesYesYesYesYesYesYesYesYesYesYesYear to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Green - better than tolerance RBG
 Promise 04 Develop monthly feature in ER News: upcoming Council surveys & consultations?????YesYesYesYesYesYesYesYes??Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value and Missing Comparator data
 Promise 05a Tailored information is given to residents ensuring clear advice givenThe Anti-Social Behaviour Team received 16 requests for service/advice in December 2008. Residents received clear advice or diary sheets to complete in order to help determine the best way to respond to their request.??????100.00100.00100.00100.00100.00100.00100.00100.00100.00Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Green - better than tolerance RBG
 Promise 05b Update residents on their request for action every 20 daysThe Anti-Social Behaviour team achieved a 95.7% success rate in updating customers within 20 working days during December 2008. There was one case where the promise was not met and this related an alley-gating scheme. The Safe Communities Officer was assisting customers with the funding application. Completed forms from the customers were needed for the application. The Safe Communities Officer phoned the customer on Christmas Eve but unfortunately there was no answer or answer machine. The Safe Communities Officer did not wish to send a letter to reminded them to submit these forms over the holiday period when there would not be anyone available to give advice if necessary. We have subsequently contacted the complainant and urged them to provide the forms necessary. (Clearly this was regrettable but we have apologised to the persons concerned and we have taken steps to ensure that the promise will be met in full in the future.)??????100.00100.00100.0091.30100.00100.00100.0095.7096.70Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Red - worse than tolerance RBG
 Promise 06 Supply books not already on loan and not on a waiting list & available within 15 daysTotal number of Reservations placed Dec 08 Books 6,575 A-V 1,075 Not all of these are available and therefore not applicable for this promise Spot checks are made to validate this data and are held on file by the Library Service at Skirlaugh????100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00100.00Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Green - better than tolerance RBG
 Promise 07 Produce Transport Guide twice yearly to cover winter and summer timetables????????100.00100.00100.00100.00100.00??Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value and Missing Comparator data
 Promise 08 Major devlpmts, persuade developer to introduce visual display scheme & contact details???????????????Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value and Missing Comparator data
 Promise 09 Assess entitlement to benefit within 5 wkg days upon receipt of all relevant information????????100.00100.00100.00100.00100.00??Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value and Missing Comparator data
 Promise 10 Car sales on higway: initial assess't & notify complainant of action within 14 daysNo complaints were received on this matter in December?????????100.00100.000.00100.00100.00?Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Green - better than tolerance RBG
 Promise 11 Information & advice on healthy lifestyles will be available to Young PeopleIn December, all primary and secondary schools and youth centres received a copy of the Speak Stop Solve anti-bullying resource pack. This pack aims to raise awareness and provide further information to young people about how to stop bullying and address issues important to them???????????????Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value and Missing Comparator data
 Promise 12 Respond to dog fouling complaints within 3 days - discuss and decide action to take??????????93.0094.00100.00??Year to Date Alert Symbol Actual (31/12/2008) .v. Target (31/12/2008) Red Blue Green: Missing Value and Missing Comparator data
Freeform Layout: *Customer_Promises introduction to Promise 131/01/2009

 

Responding to Hazardous Potholes

What we promised: to make safe potholes that fall under the national definition of dangerous potholes on the classified highway network within 24 hours.  This includes the footways as well as the live traffic lanes.

30/11/2007 31/12/2007 31/01/2008 29/02/2008 31/03/2008 30/04/2008 31/05/2008 30/06/2008 31/07/2008 31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 01 Dangerous potholes made safe within 24 hours (live traffic network and footways)
Percentage
Actual
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Target
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Missing Value Red Blue Green: Missing Value and Missing Comparator data
 
Chart

 

Responding to Flytipping on Public Land

What we promised: to notify the complainant within 48 hours that their complaint has been registered and what is being done about it.

30/11/2007 31/12/2007 31/01/2008 29/02/2008 31/03/2008 30/04/2008 31/05/2008 30/06/2008 31/07/2008 31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 02 Flytipping on public land: complainant notified within 48hrs of action taken
Percentage
Actual
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Target
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG
 
Chart
Freeform Layout: *Customer_Promises introduction to Promise 331/01/2009

 

Dealing with Food Related Litter

What we promised: to ensure premises from which litter is originating deal with the problem.

The Council works with businesses to ensure they take responsibility for the litter they produce. This includes litter dropped by their customers as they leave their premises.  In January we responded to one report of cigarette butts deposited on the footway outside Londesborough Arms in Market Weighton.  Officers met with the landlord who agreed to display anti-littering literature, remove cigarette butts from the footpath and consider installing a bin.  Accordingly, the Council continues to achieve its targets by ensuring that all incidents of littering outside fast food premises and other commercial premises are responded to prevent or reduce future incidents of littering. Therefore the Council has achieved its target of 100% compliance for January.

 

Feeding Back on Consultation

What we promised: to develop a monthly feature in East Riding News which tells people about the surveys and consultations the council is carrying out.

This feature continues to be included in each edition of East Riding News.

 

New Surveys:  The Registration and Celebratory services are currently undertaking a customer satisfaction survey of their service.  They are looking to seek satisfaction levels, to gather feedback and opinions and to improve the service provided  to the customer through the use of consultation.

 

The postal survey will be sent to customers following registration event s and a freepost envelope will be provded for replies.

 

Completed Surveys:   The Network Management Duty Consultation was conducted jointly by the East Riding of Yorkshire and Hull City councils.  The purpose was to gather views, from customers as to how well they feel we are delivering the duty of management the highway network to maximise available road space and reduce disruption and delays to all highway users.

 

You told us...

 

... that 70% of you are satisfied with how the network is managed within the East Riding.

... that 15% of you feel that congestion is a significant problem in the East Riding compared

    with 51% in Hull.

... that 30% of you feel that public transport should be given a priority when taking measures

    to reduce congestion with 31% supporting improved public transport.

 

We will use this information to help the authority to prioritise the initiatives within its Local Transport Plan network management duty improvement plan.

 

We will continue to consult with residents and incorporate this into the annual Household survey from next year.

 

Responding to Anti-Social Behaviour Issues

What we promised: to let residents know what action we are taking to tackle the issues affecting them.

31/05/2008 30/06/2008 31/07/2008 31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 05a Tailored information is given to residents ensuring clear advice given
Percentage
Actual
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Target
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG
 
Chart

 

Responding to Anti-Social Behaviour Issues

What we promised: to update residents on their request for action every 20 days.

31/05/2008 30/06/2008 31/07/2008 31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 05b Update residents on their request for action every 20 days
Percentage
Actual
100.00 100.00 100.00 91.30 100.00 100.00 100.00 95.70 96.70
Target
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Red - worse than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Red - worse than tolerance RBG Red Blue Green: Red - worse than tolerance RBG
 
Chart

 

Book Reservations at Libraries

What we promised: to deliver book reservations for collection to branch libraries and travelling or mobile libraries.

31/03/2008 30/04/2008 31/05/2008 30/06/2008 31/07/2008 31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 06 Supply books not already on loan and not on a waiting list & available within 15 days
Percentage
Actual
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Target
100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG
 
Chart

 

Transport Choices and Information

What we promised: to produce two editions of the transport guide each year to cover winter and summer timetables, delivered free to every household.

Transport services delivered one Transport Guide in Winter 2007 as well as with the Summer 2008 (July - December 2008) edition which has just been issued.  

 

Work will soon begin on the Winter edition for the period December 2008 - July 2009.

 

Planning Application Consultation

What we promised: in cases where planning permission had been granted for major development, to try to persuade developers to introduce a visual display board around a vacant site with details of schemes and a point of contact.

Increasingly for major development schemes the planning department are discussing with developers ways to promote their schemes and provide information about the development through the use of hoardings and display boards around the development site. This is and will become an increasingly important part of the consultation process with local communities to provide information about future developments in thier localities. At the same time hoardings also provide a visual screen to demolition work and site preparation works whilst development is ongoing. In additon, pre-application discussions with developers on major schemes are also leading to a clearer understanding about the benefits of early engagement with local people and communities about development proposals. This has a number of positive aspects in alerting people to future development in their area, teasing out local problems that need to be addressed in a planning application and building an early dialogue leading to a degree of consensus and confidence between the developer and local people.
Freeform Layout: *Customer_Promises introduction to Promise 931/01/2009

 

Benefits Claim System

What we promised: to pay housing or council tax benefit within an appropriate time after receiving a fully completed application form and all necessary documentation at any Customer Service Centre (CSC).

31/07/2008 31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 09 Assess entitlement to benefit within 5 wkg days upon receipt of all relevant information
Percentage
Actual
100.00 100.00 100.00 100.00 100.00
Target
100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Missing Value and Missing Comparator data Red Blue Green: Missing Value and Missing Comparator data
 
Chart

 

Sale of vehicles on the Highway

What we promised: within 14 days of receiving a complaint concerning the sale of vehicles on the highway, to carry out an initial assessment and report back with details of what action is to be taken.

31/08/2008 30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 10 Car sales on higway: initial assess't & notify complainant of action within 14 days
Percentage
Actual
100.00 100.00 0.00 100.00 100.00
Target
100.00 100.00 100.00 100.00 100.00
Var % Target
 Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Red - worse than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Missing Value and Missing Comparator data
 
Chart

 

Services and Facilities to Young People

What we promised: to ensure information and advice on healthy lifestyles will be available to young people through East Riding of Yorkshire Council's Youth Centres, detached youth workers, secondary schools and relevant voluntary organisations.  This will include information on exercise, diet, sexual health, smoking, drugs and bullying.

During September a staff training day was provided where staff were given a range of activities and information on healthy lifestyles. These activities and information are now being delivered to Young People in Youth Centres and projects around the East Riding area.

 

Dog Ownership

What we promised: to respond to dog fouling complaints within 3 working days.  This will involve contacting the complainant to discuss the particular case and determine the most appropriate course of action.

30/09/2008 31/10/2008 30/11/2008 31/12/2008 31/01/2009
Promise 12 Respond to dog fouling complaints within 3 days - discuss and decide action to take
Actual
93.00 94.00 100.00
Target
100.00 100.00 100.00
Var % Target
 Red Blue Green: Red - worse than tolerance RBG Red Blue Green: Red - worse than tolerance RBG Red Blue Green: Green - better than tolerance RBG Red Blue Green: Missing Value and Missing Comparator data Red Blue Green: Missing Value and Missing Comparator data
 
Chart
Freeform Layout: *Customer_Promises links31/01/2009