Council Plan Delivery Plan 2016/17

Corporate Performance Report - Quarter 1 2016/17

Definitions

Progress against plan Performance

Blue Complete There are significant concerns over achieving outputs / Significantly worse than target (>10%) – urgent action Red there is serious slippage in the timetable / there are major required to improve performance issues to rectify

There are concerns over achieving deadlines or outputs / Between 0.01% and 9.99% worse than target - some action Amber there are issues to rectify, but plans are in place to get the required to improve performance project back on track

Everything is on target / satisfactory progress is being On, or better than, target Green made / no action required

Direction of travel arrows indicate whether performance since the last period has become:

Better  Worse  Stayed the same 

Tackling inequality

074e9032a6c43acd189870e8ce4cdcae.doc 1 We aim to reduce poverty and support people facing financial difficulties o

Direction i B l o

of Travel f Key projects/programmes Target value or date R t Progress to July 2016 r

A Jun to o G Jul P Supporting  Work with partners such as from April 2016 Credit Union promotion to be rolled out to Allerdale Credit Union to Housing Associations who now have it in

people to deal s

promote safe credit sources their action plans. e

with money r u

problems o  Improve signposting to Introduce more structured Referral system is in place and a process is s e

referral system by June being developed with DWP to manage R money advice e

2016 personal budget referrals through the t a Nellbooker multi agency system. r Provide improved advice o p and signposting to money Communications plan in development to  r o

advice via our website and focus on Webpage and social media. C social media by July 2016 y

 Review the housing benefits To be reviewed as part of Currently being reviewed as part of the r o debt recovery strategy and the overall review of service review of Revenues, Benefits and t a l

procedures to reflect Customer Service and Customer Services project team. u g

Revenues and Benefits e changes to Allerdale’s Links in to the corporate review of debt services by October 2016 R overarching debt recovery recovery.  s e

policy c i v r e s

074e9032a6c43acd189870e8ce4cdcae.doc 2 o

Direction i B l o

A Jun to o G Jul P

 Continue to support the Establish at least 1 Above Derwent Parish Housing Group have g Helping to create n i

development of Community Community Land Trust by now registered their interest with CLT e

more affordable b l Land Trusts April 2017 network and have written confirmation that l housing where it e

they can begin scoping their business model w

is needed most (stage 1 of the application process) with d n a

specialist support and have applied for initial h

funding of £4k set up grant. t  l a e h

, g n i s u o H  Identify and release Minimum 1 Council owned A number of sites are being considered – Council-owned sites for asset to be brought into use Maryport Toilet, draft plans and budgets affordable housing as affordable housing by costing received and option paper to be April 2017 prepared. Westfield Drive, draft plans and costings  received. Further internal discussions with Economic Growth, Planning team and HCA re housing opportunities to take place.

Direction i B l o

A Jun to o G Jul P  Bring empty properties into Work with external partners Working with Westfield Housing Association use as affordable homes (Registered Providers) and to purchase a Long Term Empty Property in internal partners (Council Broughton Moor that has been affecting the

Tax and Planning) to bring local amenity and neighbouring property for g n i

empty properties back into a number of years. Negotiations are taking e b l

use from April 2016 place with the vendor around purchase l e

price. w  d

Regular meetings are taking place between n a Council Tax, Legal, Development Control h t and Housing and Health to address some of l a

the worst long term empty properties in a e h

collaborative manner. , g n i

 Work with Registered Retain at least 5 social New policy and process in place to enable s u

Providers to ensure social houses through capital the Council to evaluate and consider funding o housing is retained grant that would have where Registered Providers request H otherwise been disposed of disposal of social housing. Currently 1  by April 2017 property being considered. s

Giving people  Review effectiveness of Options appraisal by end Steering group meeting on 25 July to review e c

joint community planning May 2016 key performance indicators and social value r

skills, education u

project in Workington and for the project to date. Also considering o

and employment s Maryport future plans. Current project due to close in  e R opportunities to October 2016. e t

help them a r o

improve their p  Facilitate and evaluate the Mid-term project evaluation Project update for end of year one produced, r future o pilot strengths-based by June 2016 includes an assessment of social value.  C project in Ewanrigg (Follow Pilot project complete by Key Skills Worker only funded in post until the Ewanrigg Road) March 2017 October which limits the ability of the project to continue and deliver.

Direction i B l o

A Jun to o G Jul P Helping those  Review and update the Strategy redeveloped by Partners workshop to consider redeveloped most in need Tackling Inequality Strategy September 2016 Strategy planned for Sept 2016 – Strategy now likely to be complete November 2016. and Action Plan Develop a framework to ensure that tackling Officers have started development of a new inequality is considered impact assessment framework to ensure across the organisation in that tackling inequality is considered across  business planning and the organisation in business planning and decision making by decision making. September 2016 s

 Administer targeted by March 2017 44% of available Discretionary Housing e c Discretionary Housing Payments funding has been committed to i v households currently identified as most in r Payments Scheme to e s ensure payments go to the need. y people most in need r o

We anticipate that 100% of funding will be t a paid out by the end of the financial year as l u

we target those households affected by: g e a) recent welfare reforms such as the  R removal of family premium; b) upcoming changes such as the reduction in the level of the benefit cap and increased rate of transfer of claimants from Housing Benefit to Universal Credit.  Support residents to claim Targeted activity and Currently developing a managed approach the benefits they are improved signposting from to offering customers the relevant entitled to April 2016 information to enable them to take advantage of initiatives (other than benefits) which could help financially such as free  school meals, Central Heating campaign, Big Switch, direct debit, personal budgeting referrals etc.

Direction i B l o

A Jun to o G Jul P e Continuing to pay  Gain living wage by November 2016 Working towards including in the t a procurement template. Once achieved this r the Living Wage accreditation o p

will enable us to start the formal r

and encouraging accreditation process. o C

others to do the s  e c

same r u o s e R

Encourage other employers Further develop actions to Dependent on achieving formal n

 o i to pay the living wage promote good employment accreditation. (see previous action) t a practices by our suppliers - m through tenders and r o

 f contracts s n a r T

Run the Big Allerdale Spring Auction – March The Spring Big Allerdale Switch attracted g Helping residents  n i

Switch (collective energy 2016 124 registrations. The average realised e

save on their b

 l switching scheme) three Autumn Auction - August savings was £334.77. A total of 40 l energy bills e

times a year 2016 registered to switch actually switch which w

Winter Auction - tbc gave a switch rate of 32%. d n a The Autumn auction launched on 2nd August h t with officers will be attending various events l a

to promote the scheme. e h

In order to ensure a more targeted approach g n i

to promoting the scheme in fuel poor areas s u

the team will be carrying out leaflet drops in o

specific areas. The aim is to also get the H data collated from ichoosR mapped on the GIS system to enable the team to target leaflet drops in areas that have not registered to switch previously.

Direction i B l o

A Jun to o G Jul P

 Deliver Central Heating Launch scheme in March A total of 75 Central Heating Fund g n i

Fund grant scheme to 2016 applications have been passed to Npower to e b l provide fuel poor progress across the four Local Authorities. l

Scheme completed by e

households with Central 43 of these are from Allerdale residents. w August 2016 Heating in partnership with d

In Allerdale, 14 Central Heating Fund grants n

250 households across the a npower, Northern Gas have been approved and there are 43 that h

four districts to have t Networks, National Grid are in the pipeline to be approved. l received central heating a

Gas, Carlisle CC, Eden DC e h

£94,000 has been committed from the

and SLDC ,

Central Heating Fund budget and the g n i

scheme ha also attracted £13,000 of s u

Affordable Warmth ECO funding from o

Npower thus far. H Over 100 application forms have gone out to  eligible households and officers are working with applicants to complete forms to ensure they access the funding as soon as possible. Further targeted promotion of the schemes is ongoing. There is concern that the target of 250 Central Heating Fund Grants across the four Districts will be completed by August and we are awaiting a response from DECC regarding an extension to December to complete the scheme.

074e9032a6c43acd189870e8ce4cdcae.doc 7 Key measures for this priority theme:

Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 The latest data from HMRC is for 2013 – this is the Children in low income families local 14.8% % children in poverty A Smaller Trend information only measure. The Allerdale figure is below the (2013) national average of 18%, but 3 wards have levels above 25%, the highest being 33.6%. The most recent figures (2013) show a fall from 11.3% in 2012. However, levels of fuel poverty 10.5% in Allerdale are slightly above national levels, two % households in fuel poverty A Smaller Trend information only (2013) Lower Super Output Areas fall within the worst 10% nationally (out of 32,844) for levels of fuel poverty. Benefit processing times affected by a variety of Time taken (days) to process 18.87 20.00 21.58 issues at the start of the new financial year. Housing Benefit/Council Tax Q Smaller days days days Processing times are now improving and we still benefit new claims  anticipate hitting our target over the entire year. Time taken (days) to process Above target for quarter 1 but slightly down on 8.20 10.00 9.79 Housing Benefit/Council Tax Q Smaller last years performance. days days days benefit change events  This measure relates to Council activity to directly facilitate the formation of Community Land Trusts and use of Council assets for No. of affordable homes Not measured for affordable housing development. The Council is A Bigger 4 facilitated by the Council quarters currently working with Above Derwent Community Land Trust who are just establishing themselves as potential deliverers of affordable housing in this Ward. No. of affordable homes 22 affordable homes delivered during Quarter 1. A Bigger 115 n/a 22 delivered

Preventions are 5.5% up on the same quarter for No. of homeless preventions Q Bigger 136 n/a 38  2015

074e9032a6c43acd189870e8ce4cdcae.doc 8 Strengthening our economy We aim to create a strong, sustainable and vibrant local economy and create jobs o i B Direction l o f

Key projects/programmes Target value or date R t Progress to July 2016 of Travel r A Jun to Jul o G P Improving skills  Continue to develop the Support 25 external The scheme is underway and the and education to Allerdale apprenticeship apprentices until January apprentices have been identified. scheme 2017 enable businesses to recruit suitably Redevelop approach to Discussions are ongoing with regards to  skilled staff supporting apprenticeships developing future programmes in line with in line with requirements in the Enterprise Act. Enterprise Act by March h

2017 t

 Support development of Continue to monitor the The Hub is now fully approved and moving w o r

education facilities in National Nuclear College into operational phase. This means the g

Allerdale Northern Hub commencement of a high-end technical i

training centre in September 2016 and due m

Continue to monitor the o to open as the National College for Nuclear  n development of Workington o

in September 2017. c

Academy E The construction of the school is underway. Encouraging  Develop our assets Identify further sites for Following the agreement to the new Asset business growth through the Allerdale investment by March 2017 Management Plan, the Council is currently Investment Partnership to to deliver regeneration and review all its asset to agree its future use. support the creation of jobs Once this has been agreed the Council will  jobs start discussions with the AIP about surplus sites.

074e9032a6c43acd189870e8ce4cdcae.doc 9 o i B Direction l o f

Key projects/programmes Target value or date R t Progress to July 2016 of Travel r A Jun to Jul o G P h

 Establish enterprise and Decision on funding from Cumbria Youth Alliance is delivering the t Social Investment Fund for Allerdale Youth Leadership and w

innovation events with o r

young people two proposals by May 2016 Dreamscheme Enterprise Project. 10-12 g

projects will be developed over the pilot i Delivery of activity for young phase in year one of the project engaging  m people by March 2017 o 100-150 young people in this phase of year n o

one. c E  Promote local, regional, from April 2016 Ongoing. As calls for funding are issued, national and European these are put onto our web pages and funding opportunities to people/organisations advised accordingly.  encourage growth  Explore potential for Decision on preferred option Indicative costings for a stand-alone portal business and tourism web by December 2016 for both business and tourism obtained. portals to attract inward Liaison with Comms and IT teams to investment and develop alongside new Council website.  encourage tourism Existing Economic Growth pages continue to be revised.  Engage in the Attendance at Executive and Ongoing. Council officers continue to attend development of the sub group meetings as the Skills, Communications, Business, R&D Centre of Nuclear advocate for Allerdale from and Infrastructure Sub Groups; and the  Excellence April 2016 Executive. Improving  Deliver Wi-Fi solutions in Finalise Wi-Fi feasibility Three submissions were received and these infrastructure town centres study and go out to tender have undergone a technical appraisal. A by mid-March 2016 preferred organisation has been identified  and a report will be submitted to the Implement Executive in September recommendations of study by December 2016

Key projects/programmes Target value or date R t Progress to July 2016 of Travel r A Jun to Jul o G P h

 Deliver the Council’s Development of a An interim Development Manager has been t commercial plan for assets appointed and is leading on the w

Asset Management Plan o r

by August 2016 development of the commercial plan for g

estate portfolio. i

Development of an annual m The Annual work plan is currently under o work plan by July 2016 n

development but has been delayed by the  o c

recruitment of an Estates Manager. This E work will link in with the commercial plan and the asset management plan which was approved by council in July.  Support road, rail and Engage in discussions with No activity during Quarter 1 – new cycleway improvements Community Rail Partnership Franchisee was bedding in. from April 2016 First meeting of the Partnership scheduled  for 12 July 2016 Supporting the  Deliver the Energy from April 2016 A bid for additional DECC funding has been development of Positive Allerdale Plan submitted for work in relation to district heat and progress energy networks and discussions with Britain’s renewable energy sector champion role Energy coast have been initiated with  regards to the wider delivery of the Energy Positive Allerdale Programme.  Consider Council land to from April 2016 Discussions with potential inward investors north of the Port of continue with regards to the land to the Workington in relation to north of the Port. Furthermore the county inward investment with a council have submitted a growth deal 3  focus on energy application to improve rail and to open up new employment sites with development of new workspace.

Key projects/programmes Target value or date R t Progress to July 2016 of Travel r A Jun to Jul o G P e

Encouraging  Support the tourism sector Develop tourism plan as part The development of the Economic Growth r u t tourism to enhance the visitor of overarching economic Plan is underway and is expected to be l u

experience, spend and growth plan by October completed by October 2016, tourism will c

numbers 2016 play a major part of that plan. d n a In addition, the Heritage Plan will also be 

Support the implementation m s

complete in September 2016. i

of the AONB Management r

Plan u The delivery of the AONB management plan o is on-going. T  Support delivery of Work with the two CCTs to Stage 1 Coastal Communities Fund bids Coastal Community build capacity and develop have been submitted to the DCLG for two teams in Maryport and funding bids for projects projects. One of these seeks funding for the Silloth identified in the Economic extension of the coastal path from Allonby to Plans from April 2016 Silloth and has been submitted on behalf of the Silloth-on-Solway Coastal Community Team. The other is a bid to develop Camp Farm in Maryport to create a gateway to employability for 50 trainees, safeguarding  50 construction and supply chain jobs, create 2 new jobs, and enhance a public asset. Bid submitted by North England Civic Trust and supported by Maryport Area Coastal Team. Notification is expected from the DCLG at the end of August.

Key projects/programmes Target value or date R t Progress to July 2016 of Travel r A Jun to Jul o G P

Develop Heritage Strategy developed by The Heritage Strategy has been developed d

 n a Strategy for Allerdale to October 2016 in draft form and is being refined in

conjunction with the Economic Growth Plan. m

provide an overarching s i plan for the Borough The intention is to take the strategy for r u

approval by the Executive with the  o T

Economic Growth Plan. e r u t l u c

 Deliver housing against by December 2016 Figures are not available for the first quarter n o Local Plan targets as due to a lag in the data coming through. c E h

measured through annual Quarter 1 progress will be included in t

monitoring report Quarter 2 report. w o r G

Identify possible sites that Further develop joint Regular meetings are now taking place d Supporting the  n a the Council can make approach between Housing, between Housing, Planning and Economic

development of h t

available for housing Planning and Economic Growth officers to identify synergies and  l

more homes a

Growth from April 2016 future land uses. e h

where they are ,

 Work with developers to Housing and Planning List of stalled sites have been compiled. g

needed n overcome issues of teams taking a joint Next step is to contact developers and i s

viability in relation to approach to resolving issues landowners to understand reasons for not u o

housing sites to ensure with developers from April bringing sites forward. H  g house building 2016 n i e b l l e w

Key projects/programmes Target value or date R t Progress to July 2016 of Travel r A Jun to Jul o G P

Maintain key links with Hold 4 Strategic Housing The Strategic Housing Forum met in May g

 n i

strategic partners to meetings a year 2016 and received presentations from Arc4 e b l support the development and ORS on findings from the housing l

Play a key role at County e

of appropriate housing studies. w and North West Regional d

Housing Forums Officers/Members continue to meet on a n a quarterly basis – Cumbria Housing h

Work with key partners in t Statement was agreed in the last quarter. l the delivery of Extra Care a The Council has made a financial e

Housing contribution of £500 to support the North , g n

West Housing Forum. i s u

Officer support has been provided in the o

allocation of housing at Greta Gardens, and H supporting Your Housing to overcome challenges at this scheme.

Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 4065 enterprises in 2013 Net change in number of 310 A Bigger Trend information only 4210 enterprises in 2014 businesses (2014-15) 4520 enterprises in 2015 2016/17 funding not yet received. Project concepts in pipeline Number of new jobs we have Not measured for A Bigger 23 + 6* 50 70% of 2015/16 only received 11/3/2016, this is in helped to create directly quarters principle virtually all committed, *6 jobs achieved this year from last year’s funding.

No. of new jobs A Bigger Trend information only Figures still only available for 2014 (NOMIS)

1.9% Between May 2015 and May 2016 Allerdale Unemployment levels M Smaller (June Trend information only 2016) claimant count fell by -1.4%.

Youth unemployment (18-24 5.1% M Smaller (June Trend information only year olds) 2016)

% of residents educated to 76.7% A Bigger Trend information only An increase of 3.4 percentage points since 2014. NVQ2 (2015)

% of residents educated to 33.2% A Bigger Trend information only An increase of 2.2 percentage points since 2014. NVQ4 and above (2015)

9.7% increase from previous year, only beaten by Eden (9.9%) and more significantly, above South £417.2m Tourism revenue A Bigger Trend information only Lakeland (8.6%). Third highest share in the (2014) County (17.1%) behind LDNP (46.9%) and South Lakeland (44.8%)

074e9032a6c43acd189870e8ce4cdcae.doc 15 Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 4.5% increase from previous year. Interestingly, the Borough has the 4th highest share of visitor 6.93m Number of visitors A Bigger Trend information only numbers behind LDNP, South Lakeland and (2014) Carlisle – indicating our visitors are spending proportionately more. 304 (annual Not measured for Net additional homes provided A Bigger 385 target Annual target for 2015/16 exceeded. quarters to 2029)

074e9032a6c43acd189870e8ce4cdcae.doc 16 Enhancing our towns We aim to create thriving towns are attractive and welcoming and retain their distinctive characters o i B Direction l o f Key projects/programmes Target value or date R of Travel t Progress to July 2016 r A Jun to Jul o G P h

Assisting and  Better signposting to Distribution of welcome Relevant information has been collated from t packs for businesses from all Allerdale departments. A draft w supporting business support and o r

improved links with June 2016 information pack is currently with our g businesses c

regulatory services Communications Team for sign-off before  i

going to an external designer. m o n

Encouraging  Deliver the Markets Launch new weekly A 16 week trial period has been completed o c thriving and Strategy in partnership with market in Wigton by April for the new weekly market in Wigton.  E Geraud Markets Ltd. 2016 Geraud Markets Ltd. Indicate that the new vibrant towns market is not currently viable. There are a Hold annual ‘International number of reasons for this and officers are Street Market’ event in exploring possible actions. Workington town centre by December 2016 The International Street Market event will take place in Workington from the 22 to 24 Hold new Food Festival July. event to in Keswick subject to all necessary Following consultation with local businesses permissions being gained the planned Food Festival was changed to become a family-friendly ‘Pirate Day’ and Hold new specialist market celebration event of the market. The event event in Silloth either as a was held on the 28 May and was a huge stand-alone event or in success, with Keswick seeing one of the conjunction with an busiest bank-holiday weekends for a long existing event on Silloth time. Further events along similar lines are Green planned for future years. A market event will take place in Silloth on Sunday 14 August in conjunction with a cycling event subject to all necessary

074e9032a6c43acd189870e8ce4cdcae.doc 17 o i B Direction l o f Key projects/programmes Target value or date R of Travel t Progress to July 2016 r A Jun to Jul o G P consents being obtained.

 Work in partnership to Allerdale Visitor Guide Allerdale Visitor Guides continue to be promote Allerdale’s towns distributed throughout the distributed at special events across the year and reprinted as Borough. required £75k of LEP funding has been secured and Support town-specific is being distributed to help support events in initiatives through town flood-hit towns across Allerdale. funding and officer support Ideas have been received from each of the  from April 2016 Town Councils within Allerdale as to how most effectively spend the 2016/17 £10k town centre funding. The Town Centre Area Managers will continue to support the Town Councils in the delivery of these projects. Making our towns  Take action on derelict and Enforcement action from Quarterly town centre walks continue attractive and empty properties April 2016 ensuring properties within our town centres are not adversely affecting their amenity.  welcoming All untidy site complaints are investigated liaising with housing services where appropriate with regards to empty properties. Four formal section 215 notices have been served since April. Prosecution action pending relating to 1 untidy notice that has not been complied with.

074e9032a6c43acd189870e8ce4cdcae.doc 18 o i B Direction l o f Key projects/programmes Target value or date R of Travel t Progress to July 2016 r A Jun to Jul o G P

Bring key long term empty Purchase of property in The purchase of the empty property in g

 n i

properties back into use Maryport from Bona Maryport from the Bona Vacantia Division is e b

 l that are causing significant Vacantia Division by June nearing completion. l e

public health issues and/or 2016 w A surveyor has been appointed to survey a blight on communities d Undertake works to the property to advise the Council of the n a remove public health measures required to remove the public h t issues affecting immediate health issues (pest proofing and water l a

neighbours by July 2016 penetration to neighbouring property). The e h

surveyors report will also provide an options , Undertake options g n

appraisal. i

appraisal on the property s u

and develop appropriately Work is on-going with five long term empty o

properties in the Borough. H Progress action on further 3 empty properties to bring Officers have met with owners to progress back into use by April bringing the properties back into use. Our 2017 involvement in bringing these back into use will be through a range of options – enforcement working in partnership with council tax and legal services, the possible purchase of a property and empty property grants. Officers continue to react to complaints about empty properties however the above targeted work is to specific problematic and long term empty homes.

074e9032a6c43acd189870e8ce4cdcae.doc 19 o i B Direction l o f Key projects/programmes Target value or date R of Travel t Progress to July 2016 r A Jun to Jul o G P y

Carry out 8 town centre 2 spring cleans carried out in Cockermouth t  Undertake town centre i l

clean ups and targeted spring cleans with the and Workington in quarter 1. The spring a u

environmental initiatives local community to clean in Cockermouth concentrated on Q

improve a safe and clean improving memorial gardens repairing flood a t

environment by damage and was supported by members of n September 2016 the Cockermouth Civic Trust. The spring e m

clean in Workington concentrated on the n o r harbour side and was supported by i  v volunteers from MIND and Cumbria Young n E Offenders. d n a

y t i l a c o L  Work with partners through Continue to support and The Strategic Board and Tactical Delivery the West Cumbria promote initiatives to Group of the Community Safety Partnership Community Safety ensure community safety continue to meet regularly to discuss the n

Partnership to ensure that such as Pub Watch and implementation of various initiatives o i t

our towns and communities CCTV systems from April including youth engagement, alcohol a m

feel safe 2016 awareness, hate crime workshops, taxi r o marshals and more, which will be rolled out  f Work closely with the s

throughout the year. n

Police on licensing issues a r

and activities to address T anti-social behaviour from April 2016

Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 2014/15 figure is taken from the 2014 Overall satisfaction with town 57% Not measured for Allerdale Residents Survey (carried out 2 yrs Bigger 59% centres (2014) quarters every 2 years). This figure remains is marginally higher than in 2012 (52%). No. of empty homes in borough The figures are a snapshot at the end of A Smaller 466 n/a 449 n/a (6 months and over) (at 31/3/16)  each quarter. No. of empty homes in borough The figures are a snapshot at the end of A Smaller 328 n/a 328 n/a (>2 years) (at 31/3/16)  each quarter. This measure is of the number of empty No. of empty homes brought properties brought back into use through the back into use through our direct A Bigger 8 10 3 empty homes grants. To end of July 2016, 3 action empty homes have been brought back into use through this grants scheme. Household waste collected per Q Smaller 574kg 500kg Q1 figures not yet available (July 2016) household (kg) % of household waste sent for Q Bigger 37% 40% Q1 figures not yet available (July 2016) reuse, recycling and composting

074e9032a6c43acd189870e8ce4cdcae.doc 21 Improving health and wellbeing We aim to help people live healthy and active lives and reduce health inequalities o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P Helping to make  Influence the Regular updates from April Regular meetings held with North Cumbria sure that people development of the 2016 University Hospitals Trust. health and care have access to g n

provision within i

high quality e

Allerdale including the b l

healthcare l

impact on community e w hospitals which is  d

developing from the n a West, North and East h t Cumbria Success l a Regime e h

 Promote the District from April 2016 Contact made with the two new Integrated g n role in supporting the Care Communities managers for i s

Allerdale Integrated Workington and Maryport, and u o

Care Communities Cockermouth. Attendance at Workington  H ICC meetings, presentation given on District Council’s role h

Working to create  Work in partnership to 200 people from Allerdale New referral pathway being created with t accessing the new exercise on partners including Active Cumbria, Public w healthier integrate new Physical o r

Activity Care Pathway referral scheme by March 2017 Health and Grenwich Leisure Ltd (GLL) – g communities c

(including exercise on Plan put to Public Health. £10k available in i

referral scheme) Allerdale.  m o n o c E

074e9032a6c43acd189870e8ce4cdcae.doc 22 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P Through the  Promote healthy Task Group to develop action Task Group meetings May and June. Key Allerdale Health and drinking behaviours and plan by May 2016 (focusing on areas – ensuring correct membership of reduce alcohol related adult females who regularly group, brief interventions, future campaigns, Wellbeing forum: harm drink more than the AgeUK (West Cumbria) Rethinking Drinking  recommended daily number of Pilot, Engaging Employers.

alcohol units) g n  Reduce levels of Develop a Tobacco Control Brief advice sessions offered to GPs and i e b

smoking and harm Plan for Allerdale. Community Champions. l l

caused by smoking e

Set up Task Group and w

develop action plan by July  d n a

2016. h t l

 Promote healthy weight Set up Task Group Promoting Healthy Weight in Children a e

in children Workshop June. Multi-agency attendance. h

Develop action plan by ,

Identification of task group members and g

September 2016.  n key themes. i s u o

 Promote healthy weight Develop a briefing paper on Progress to be reported in Q2. H in adults local intelligence. Identify priorities by August 2016  Develop action plan.

074e9032a6c43acd189870e8ce4cdcae.doc 23 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P Through the  Promote and support Identify priorities from local Priorities identified as winter warmth, falls Allerdale Health and ageing well intelligence by June 2016. prevention, dementia and health and wellbeing promotion. Wellbeing forum: Develop action plan for identified priorities. Identify lead organisation for each priority g

 n Twice yearly update of i e b

facilities/activities within l l

Allerdale wards - mapping e w exercise carried out by d

Allerdale elected members n a

h t  Promote and support Identify priorities by October Activity planned for Quarter 2 onwards. l a mental wellbeing 2016 e h

 g n i  Improve public health Work with Cumbria County Worked with Cumbria County Council to s u

and reduce health Council to support a support a collaborative programme in Moss o inequalities within target collaborative programme in Bay ward. Contact made with stakeholders H areas Moss Bay ward to identify but areas for action still being developed. areas for action by May 2016  Support implementation of adjustments to improve health outcomes.

 Promote and facilitate Increase usage of leisure Usage for 3 leisure centres and the Wave is d Providing access n a access to Allerdale’s centres by 2% by March 2017 116,927 for Q1.

to quality leisure y

 t i leisure centres New Workington Leisure Working on reduced priced activities for l

and cultural a Centre: those from low income groups. Swim c facilities o lessons first to be piloted. L Increase numbers of users by 5% from low income

074e9032a6c43acd189870e8ce4cdcae.doc 24 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P groups by March 2017 New leisure centre Social Inclusion plan y t i

created, which will form part of a new GLL l

Introduce 3 new adult user a

Community Plan. u groups addressing issues of Q

ageing well, mental wellbeing Themed days to promote new activities to l a t

and heathy weight by new audiences every week from opening, n December 2016 through to December. e m n

An additional 300 young o r i

people regularly using the Awaiting new membership structure across v n

leisure centre by March 2017 centres. E  Deliver Leisure Strategy Carry out improvement to all £20k in budget (one year) for £5k quarterly projects Allerdale owned playing contribution to support sustainable pitches, 3 leisure facilities, swimming in North Allerdale. focus on increased Maryport pitch improvements delayed, participation in physical activity awaiting pitch report update for 1 site. and use of open spaces by 31 School visits continue to take place through

March 2017 the Nature Partnership, encouraging people h t

into our natural areas. w

Deliver last year of Community o r g

Sports Activation Fund (CSAF) CSAF Targets for yr. 2 met and surpassed. c encouraging an additional 700 Working with GLL and Active Cumbria on i people to engage in sports and plan for year 3.  m o

physical activity by March 2017 n Prepared for 10p swims in Q2 in 5 pools. o c

Deliver a 10p swim project Term time 10p swim pilot at Wigton Pool E delivered in Q1. Deliver at least 15 free led cycle rides across the borough 21 rides delivered across Allerdale. in partnership with Cumbria Cycle Partnership by March 2017

074e9032a6c43acd189870e8ce4cdcae.doc 25 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P  Promote festivals and Deliver Lakesman Ironman Reboot and Lakesman delivered as part of events to encourage distance Triathlon, Festival of the Allerdale Live project in Q1. The total greater participation in Running, Northbound through value of the Lakesman event to the local cultural and leisure Allerdale Live by October economy is estimated at £1.49m, with a activities 2016 return on investment calculated at £14.86 h

for each pound invested in the event t Support 15 festivals and (estimated at £100,000). The event gained w o

events with advice and/or r

national recognition and had over 340 g grants across Allerdale c

entries. i

Just under 500 people attended the Reboot o n

Festival in Workington. o c 9 events successful with grants during first E round of applications. Of the 3 that took place in Q1, over 1400 people have engaged in the cultural activities supported through the grants. e

 Deliver enhancement by October 2016 Invitation to tender to be reopened in Q2, r u t

project at Helena first was unsuccessful. Now with 2 options - l u

Thompson Museum design only or design and build. Aim for c

completion for March 2017. d n a  m s i r u o T

Maintaining a safe  Work with local Carry out 60 volunteer led 30 days delivered in Q1 Q E and clean communities to clean-ups including the  L improve and manage removal of invasive species by environment our built environment March 2017 and open spaces

074e9032a6c43acd189870e8ce4cdcae.doc 26 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P  Deliver major projects by December 2016 Report complete for Harrington Reservoir to enhance our nature with proposals for restoration work. Looking reserves at Siddick at external funders to take them forward. Pond and Harrington Refurbishment of the bird hide at Siddick is Reservoir, including complete. Consultants confirmed for design development of new work on the hide exhibition boards. Sand  infrastructure to Martin bank complete. encourage increased public access

 Through the Sign up 20 businesses to the We are using pollution forecasting to display LOVEmyBEACH ‘LOVEmyBEACH’ campaign by signs to advise public against bathing where project board work with May 2017 necessary.

external agencies and s

Deliver Beach Management e

businesses to ensure Promotional work planned for Q2. c Action Plan by March 2017 i

that we have good r e

environmental beach s

quality r o t a l

 Work with United from April 2016 Ongoing engagement with United Utilities u g

Utilities and and Environment Agency. e

Environment Agency R and to improve water  quality

Ensuring access  Develop Housing and Use the information obtained Findings of the housing studies complete W Homelessness from the Private Sector Stock end of April 2016. New Housing and H to suitable and  H Strategy and action Condition Survey and the Homeless Strategy developed and draft out safe housing plan Housing Needs Study to for consultation 13 July – 24 August. develop draft Housing and Homelessness Strategy by May 2016

074e9032a6c43acd189870e8ce4cdcae.doc 27 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P Consultation on draft Strategy with partners, members and households by June 2016 Strategy agreed by September 2016

Promoting better Launch incentives to A report is being developed to put forward g

 n i

housing standards encourage landlords to join incentives to encourage landlords to join the e b l across the private Cumbria Landlord Cumbria Landlord Accreditation Scheme. l e

rented sector Accreditation Scheme to help w It is anticipated that agreed incentives will

raise the standard of privately d

be launched at the October Landlord n a

rented homes by July 2016 Forum. h t Run landlord training courses, l A suite of Landlord training courses a hold landlord forums and e h

including; Landlord Foundation, Safer publish newsletters / updates , Homes, Deposits, Damages and Disputes g

for landlords from April 2016 i

and Immigration are being hosted by the s u

council in September, October and o

December. These are being run by the H National Landlord Association and will be promoted through our Landlord Newsletters, Forums and Social media

 Carry out strategic by March 2017 The Strategic Review of Disabled Facilities review of Disabled Grants (DFG) is well underway and officers  Facilities Grants have visited other authorities to look at (DFGs) delivery methods elsewhere. Quick fix changes such as the introduction of discretionary grant to assist people to move will take place with a change of policy and will be in place by the next quarterly report. Officers are leading on the work of the

074e9032a6c43acd189870e8ce4cdcae.doc 28 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P Countywide DFG Task Group which is driving forward the Countywide procurement of adaptations, change in delivery options for stair lifts and other innovative approaches to achieving prevention outcomes.

 Deliver Allerdale Improvement of sub-standard The draft Housing strategy is currently out g n i

Healthy Homes homes on an individual, block for consultation and the intention is to start e b l Programme or area basis drawing up possible schemes to deliver as l e

part of the Housing Strategy. This work is w Review Grants and Assistance

ongoing. d

Policy by end June 2016 n a The review of the Grants and Assistance h t Policy has taken place and a revised policy  l a

is to being developed. The Policy will need e h

to cover the changes to Disabled Facilities , g n

Grants deliver so is being developed i s

alongside the Strategic Review of DFGs. u o H  Ensure the Council are Attendance at all flood related The Council is well represented at all levels represented and recovery / action groups and within all areas throughout Cumbria. consulted on flood including Strategic Recovery We have attended all Strategic Recovery n o

related matters Group (SRG) to influence at a Group and Strategic Command Group i t

county and national level meetings and established links with all a m

authorities and external organisations to r o influence the resilience and recovery  f s

functions. We have established links with n a r

central government and have an influence T in the way recovery and groups are working together  Provide advice and Presence at existing local Allerdale have established close working support to local Flood groups relationships with flood groups in Keswick,  Action Groups Cockermouth and Workington and are

074e9032a6c43acd189870e8ce4cdcae.doc 29 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P working on the establishment and support of further flood action groups throughout the Involvement in the borough. development of new groups in areas affected by flooding  Continue to administer Ensure that households have A team has been established to administer Flood Resilience access to the grants in a timely the flood support grants - Property Level Grants and efficient manner. Resilience (PLR) grants. Take part in countywide We have established a working relationship debriefs and approaches to with BERG (Business Emergency recovery administering the resilience group), to assist in the grant process.

grant scheme. n o

We have established close working i t

relationships with all District authorities and a m

sit on the main Housing Sub Group that is r o also dealing with the PLR process.  f s n a

We are in constant contact with DCLG and r DEFRA making sure the grant process is T unified throughout Cumbria. We have developed a series of initiatives making sure all residents with Allerdale have full knowledge of how to apply for the PLR grants  Review of the way the Review through relevant Flood The Council has established close working Council approached Sub Groups relationships with all agencies including the Environment Agency (EA) and hold regular  the 2015 floods and Development and meetings. draw upon lessons implementation of an action learned plan through the Emergency Working with the EA in the implementation Planning team. of all flood alleviation projects based within Allerdale and assisting with project management and resource management.

074e9032a6c43acd189870e8ce4cdcae.doc 30 o i B Direction l Key o f Target value or date R of Travel t projects/programmes Progress to July 2016 r A Jun to Jul o G P An internal Emergency Planning group has been established that will look at all potential emergencies and establish a protocol to manage accordingly. Protecting and  Improve food hygiene Deliver a programme of Planned interventions in poor performing promoting health standards in food interventions in low performing food businesses carried out, but no businesses food businesses increased provision. and wellbeing Carry out food and Reduced level of sampling. s

environmental sampling in  e Staff absence and vacancies have led to a c accordance with co-ordinated i v

reduced programme. r

national and regional sampling e s programme by March 2017 y r o  Increase number of Re-launch the Healthy This has been put on hold due to lack of t a l

businesses offering Choices Award to businesses staff resources. u g

healthy choices on the and secondary schools e R menu Contact all businesses and secondary schools who  register an interest by September 2016  Deliver action plan to from April 2016 The Council has promoted Men’s Health Week and signed up to the Better Health at promote the health and Employee Health and Work Award. wellbeing of our Wellbeing Day September employees 2016 A new Employee Welfare Room has been  provided for staff.

Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 % of adults classed as 24.2% % of obese adults not significantly different from A Smaller Trend information only overweight including obese (2012) average. All wards reflect this. % of children classed as having 73.9% Worse than the England average. A Bigger Trend information only healthy weight (Reception) (2014/15) % of children classed as Worse than the England average with a 25.2% overweight including obese A Smaller Trend information only downwards trend. (2014/15) (Reception) This is similar to the England Average with an % of children classed as having 65.6% A Bigger Trend information only upwards trend. healthy weight (Year 6) (2014/15) % of children classed as This is similar to the England average, but the 33.8% overweight including obese A Smaller Trend information only trend is downwards. (2014/15) (Year 6) Life expectancy at birth for males (years) 78.9 yrs Life expectancy male A Bigger Trend information only significantly worse than England average. Life (2011-13) expectancy trend is upwards. Life expectancy at birth for females (years) 81.7 yrs Life expectancy female A Bigger Trend information only significantly worse than England average. Life (2011-13) expectancy trend is upwards. Months of life lost due to alcohol 6.4 A Smaller Trend information only (female) (2011-13) The alcohol specific mortality rate for females in Allerdale (12.9 per 100,000 population) has Alcohol–specific mortality rate A Smaller 12.9 Trend information only increased by 36.2% since the previous period (female) (2011-13) (2010-12) and is significantly worse than the England average (7.5 per 100,000). Prevalence of smoking in Allerdale is worse than the National average of 18.4% (of adults aged 18 16.2% Smoking prevalence (%) A Smaller Trend information only and over who smoke). Rates vary across (2013) Allerdale with prevalence higher in more deprived areas.

074e9032a6c43acd189870e8ce4cdcae.doc 32 Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 Proportion of adults (aged 16 32.5% and over) participating in at least APS 9 Q2 For April 2014 – Mar 2015 = 33% A Bigger Trend information only 4 sessions of at least 30 mins of (2014) Still awaiting APS10 results for Apr 15 – Mar 16 sport in last 28 days 2014/15 figure is taken from the 2014 Allerdale Satisfaction with sport and 46% Not measured for Residents Survey (carried out every 2 years). The 2 yrs Bigger 50% leisure facilities (2014) quarters 2014 figure is slightly higher than the 2012 figure (42%). Total number of young people Q Bigger 962 +300 980 actively using our leisure centres  GLL have a new reporting system. For this year we will report with 2 figures; the top one being Total Allerdale leisure centre 155778 157263 the figures via the old system so comparisons Q Bigger +2% usage (Q415/16) 116927  can be made to last year. The bottom figure is from the new system and will be used as the baseline for future comparisons Reported incidents of food No food from commercial premises have been poisoning traced to commercial Q Smaller 0% 0% 0%  implicated in food poisonings. premises Risk rating score - food Q1 figures note yet available – will reported in A 97% 95% businesses Q2. Number of Healthy Homes A Bigger Healthy Homes interventions not yet introduced interventions

074e9032a6c43acd189870e8ce4cdcae.doc 33 Creating a sustainable business We aim to develop a commercially focussed organisation committed to delivering high quality, sustainable services to the people communities and businesses of Allerdale o

Direction i B l

Target value or o of Travel f Key projects/programmes R t date Progress to July 2016 r A Jun to o G Jul P

 Deliver website Deliver new Website has been enhanced to include the n Providing great o i improvements customer orientated MyAllerdale reporting, and webchat and call back t services to people a

website with facilities from the Customer Contact Platform. m and communities r improved o A new website platform has been acquired and f transactional s implementation planning is being undertaken. The n a services and  r

platform will ease integration of line of business, T accessibility by provide further transactional improvements and as it August 2016 is Cloud based will provide improved availability and business continuity.

Direction i B l

 Implement new customer Phase 2 by Phase 1 comes to completion and moves to go live n o i services platform – My September 2016 on 2 August. There will be an evaluation before we t  a

Allerdale start to implement phase 2 of the customer platform m r

for an increased range of services. o f s

Actions April/July 2016 n a r  Tested all the new reporting forms T  Tested the new mobile working processes  Agreed the format of the App  Tested the MyAllerdale App  Trained Street Scene, FCC (contractor) staff and Customer Services staff  Integrated the MyAllerdale with the Barclays Payment system ( currently being tested)  Created 4 payment forms  Fixing issues and bugs for go live which is expected to be 2nd August  Planning the next phase looking at new features  Web pages for Street Cleansing have been updated  Purchased Street Scene devices and had them setup for go live.

Direction i B l

 Review high volume, high Implement business Restructure of Programme Office and n o i value service functions to structure to deliver Commissioning now complete and work to review t a

deliver improved services by June 2016 programme of projects will commence during m r

August. o to the customer Establish review f s

programme by July n a r

2016  T Implement review programme from August 2016  Develop and improve our Enable local offices All Council offices have been enabled with WIFI presence in our local areas with Wi-Fi to Services. Public wifi will be available as each local improve access for office is connected to the new BT network. customers and staff  by July 2016 l

Further develop Senior management champions attended each a  Develop and improve t

role of local area section 19 flood meeting to represent Allerdale n

engagement in our local e

areas to address local senior management during June/July. m n

issues champions by July o r i

2016 Framework in development for broadening v engagement in our seven local areas. n E

Develop framework d

for engagement in n a seven local areas  y t i

by July 2016 l a c

Implement new o L

engagement y t i approach by l a

September 2016 u Q

Direction i B l

by November 2016 Now designated as Project Embrace the project is g  Merge Revs and Bens and e

Customer Services teams on track to deliver the new structure by end of R s

October 2016. e c  i v r e s

Direction i B l

 Improve procurement and Develop ‘standard April 2016 - As part of a strategic commissioning n Getting the best o i commissioning processes processes’ for approach for services agreed a Standard Strategic t value goods and a

building on best practice completing strategic Review Process identified by the Commissioning m services r reviews and service and Procurement Board. o f redesigns to ensure s n a

services are meeting April /May 2016 met with all voluntary and r the needs of the community services who currently provide advice T community and services and also carried out wider consultation with Council priorities – stakeholders as part of strategic review of advice implement review services. programme from May 2016 May 2016 - Updated Corporate Contract and Procurement rules in Financial Regulations (awaiting Create better sign off by Executive Sept 2016). communication

data and May 2016 - Produced a Procurement Code and  information flows to associated documents to support Officers carrying inform procurement out procurement. These have been presented to decisions through SMT (30th June) and now started to take out to third supplier and tier managers at team meetings for consultation stakeholder (July). engagement events

from May 2016 June /July 2016 - Held 11 Market Scoping Events with providers of print services in the pre-tender period in order to ensure local providers are aware of potential procurement activities and to assess how the market could meet our outcomes for postage and print/capacity and capability.

Direction i B l

 Review identified contracts Implement contract June/July 2016 – Facilities & Management Services n o i (top 10 spend areas) for negotiations from as part of market sounding events (above) started to t a

compliance, value for April 2016 identify new innovative ways of meeting outcomes m r

that can reduce costs and add value including social o money and strategic f value measures for print and postage services. s relevance and work with n a

suppliers to identify r

May/June 2016 - As part of the review of Disabled T innovation and cost Facilities Grant there has been agreement and savings commitment for a joint Framework for Disabled Facilities Grant adaptions with other Cumbria District Councils. This has potential to reduce costs and improve waiting times for people accessing support. June/July 2016 – Retender of Financial Services  Contracts including:  Preparation for tender of Insurance Provider  Preparation for tender of Broker & Insurance Providers  Preparation of tender for Treasury Services  Preparation of tender for Merchant Provider for card payments (identified potential to make savings on card charges) New contracts will be in place April 2017  Collaborate with voluntary Engagement with June 2016 – A review and options appraisal sector providers to identify voluntary sector completed in partnership with voluntary organisation innovation and any partners from April who provide advice services. Recommendations possible opportunities for 2016 about a standard strategic grants process awaiting partnerships to maximise sign off.  the impact of grants to voluntary sector partners

Direction i B l

Target value or o of Travel f Key projects/programmes R t date Progress to July 2016 r A Jun to o G Jul P y

Increase Trade A review of the Waste and Recycling Service t Thinking and  Increase income from i l

Trade Waste services Waste customer commenced in Q1, which will look at opportunities to a

acting more like a u

base by March grow the service and increase the customer base. Q

business l

2017 The review will conclude in Q2. The service also a t

launched an informal consultation proposing a new n Business Development function whose aim will be to e  m increase income generated through the delivery of n o r the service. i v n E

 Implement Car Parking Install new Pay and The new machines were purchased in Q1 with plans a

Display machines in place to install by the end of Q2. y Review Action Plan t i l

by September 2016 a

 c o L

 Implement Implement charges A range of new discretionary charges for Planning h t

recommendations from the for some services and Building Control services were introduced from w o Planning Resource Review by June 2016 May 2016. These charges included new charges for r g

the provision of pre-application planning advice. c i m

 Develop opportunities for Develop rental Preparatory work for this project is being undertaken o n

rental income generation space for new by officers. o c

through creation of artisan enterprises E Keswick Artisan Arcade, on ‘easy in/easy  an incubator unit for craft out’ basis by enterprises September 2016

Direction i B l

Target value or o of Travel f Key projects/programmes R t date Progress to July 2016 r A Jun to o G Jul P h

 Develop and promote Design website, New website in development, technical staff training t materials, signage on website development for new platform. w

brand identity for the o r

Allerdale district by December 2016 g

Develop and deliver m o

campaign to  n o

promote Allerdale c district by E December 2016

Deliver the Smarter Ways by March 2017 Telephony Project: Implemented new phone system n Running an  o i of Working programme for Customer Service July 2016 t efficient and  a m effective council HR Policies: new policies developed and trialled to r o support the Smarter Ways of working programme f s

including a new Mobile Working Policy and a 3 n a r

month trial of new flexible working arrangements. T Document scanning project: limited progress, prioritisation of projects to take place. Office Moves and Rationalisation: planning phase, awaiting a decision on whether to progress. Share Point: limited progress, but the introduction of Office 365 will allow some projects to move forward. Corporate Wi-Fi: Implemented so that all staff and members can work in all areas of the building.

Direction i B l

Target value or o of Travel f Key projects/programmes R t date Progress to July 2016 r A Jun to o G Jul P  Deliver the ICT strategy by July 2017 A range of services have been Cloud enabled, and action plan to provide including the new service desk, customer contact more robust and effective solution, and the Customer Management system and ICT services to support the soon the telephone system providing improved delivery of the Council’s continuity of services and enabling anywhere objectives working to improve resilience and flexibility. Solway House is configured as a Business  Continuity centre. The Network is in the process of being replaced with a more manageable and robust environment. s

Developing our  Deliver 2 key elements of Employee briefing Employee briefings held in Allerdale House and e c

the Workforce (share 360 themes Area offices (second quarter of these). r

people u

Development Plan – and focus for next o

New employee handbook and code of conduct to be s

corporate visibility and 12 months) by May e

launched at the employee briefings. R internal communications 2016 e HR to deliver workshops on the new code of conduct t a

Hold Employee r o

Awards evening Successful Employee Awards evening held in April p r

April 2016 2016. o C Further embed the Workshop held with SMT on cultural change – follow new vision for up 21 July 2016.  Allerdale Borough New employee newsletter launched July 2016. Council of “improving lives” Launch handbook by June 2016 and launch Thank You cards (IIP)

Direction i B l

Target value or o of Travel f Key projects/programmes R t date Progress to July 2016 r A Jun to o G Jul P  Support succession Make effective use Contact made with all local secondary schools, with planning in the of agreed a view to developing working relationship to facilitate organisation apprenticeship more work experiences and identify students for budget to support succession planning gaps. succession Recruitment initiated for a second Building Control  planning from April trainee. 2016

Key measures for this priority theme:

Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 Number of customer contacts dealt with by customer service – M Smaller 13177 n/a 3666  n/a face to face Reduction in contact by telephone as compared Number of customer contacts to previous quarter. This reduction was dealt with by customer services - M Smaller 133628 n/a 34009 n/a anticipated following an increase due to flood telephone  related customer contact during Q4. % of abandoned calls M Smaller 25.6% 10% 21% New customer service staff currently in training  and their shift patterns changed to resource peak telephone traffic periods across the lunchtimes to reduce the abandoned call rate. Also the

074e9032a6c43acd189870e8ce4cdcae.doc 43 Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 introduction of the new call back service will enable customers to choose to be called back instead of waiting in the queue – this will have a positive impact on the number of customers hanging up before customer service staff can answer the call. Fewer complaints than same period last year (28 Nos. of complaints received M Smaller 146 n/a 18  complaints in Q1 2015/16). New contact centre system installed July 2016 to manage voice, email and webchat customer interactions. This will enable measurement of % of customer contact moved to current customer contact into the customer Q Bigger n/a n/a n/a n/a n/a on-line channels service centre by contact channel. Once initial measurement is obtained movement between channels will be monitored and reported on to demonstrate on-line channel take up. 2014/15 figure is taken from the 2014 Allerdale % of people satisfied with 74% Not measured for Residents Survey (carried out every 2 years). 2 yrs Bigger 75% Council services (2014) quarters This figure shows a substantial increase in overall satisfaction from 49% in 2012. 2014/15 figure is taken from the 2014 Allerdale % of people who feel the Council 40% Not measured for Residents Survey (carried out every 2 years). 2 yrs Bigger 45% provides value for money (2014) quarters This figure remains similar to previous years (2012 – 42%). 2014/15 figure is taken from the 2014 Allerdale Residents Survey (carried out every 2 years). The % of customers who think the 74% Not measured for 2 yrs Bigger 75% perception of being well informed about services Council keeps them informed (2014) quarters has substantially increased from just 51% in 2012. % of people who feel they can 2014/15 figure is taken from the 2014 Allerdale 31% Not measured for influence decisions in their 2 yrs Bigger 32% Residents Survey (carried out every 2 years). (2014) quarters locality This figure remains unchanged from 2012 (32%).

074e9032a6c43acd189870e8ce4cdcae.doc 44 Direction Bigger/ R Frequency 2015/16 2016/17 Q1 of travel Key measure smaller A Commentary on progress (A/Q/M) actual target actual baseline is better G to Q1 30.02% Council Tax collection rate Q Bigger 97.8% 29.64% Slightly below target Q1  30.18% NNDR collection rate Q Bigger 98.2% 30.31% Achieving target Q1  Slightly below target. Monitored as part of the % of invoices paid within 28 M Bigger 96.3% 98% 94.42% monthly finance report to SMT and quarterly to days  Exec. Age of debt analysis - 42.32% Q Smaller n/a 72.01% n/a outstanding debtors >30 days (Mar16) 

Portfolio Corporate Resources Housing, Health and Wellbeing Tourism and Culture Economic Growth Regulatory Services Locality and Environmental Quality Transformation

074e9032a6c43acd189870e8ce4cdcae.doc 45