Housing and Environmental Scrutiny Panel Parking Contract - - PowerPoint PPT Presentation

Housing and Environmental Scrutiny Panel Parking Contract Performance from January to December 2016 16 January 2017

Outline

• Contract overview
• Services provision
• Parking locations and functions
• How is our budget spent
• Pro-active performance management
• Customer Service
• Enforcement
• Permit processing
• Response to PCN challenges (penalty charge notices)
• Complaints
• Areas of improvement

Contract Overview

Contract Facts

• 5 year contract to July 2018 (option to extend for 5 years)
• Annual Value: 2.3m (11.5m over the life of the contract)
• 3.1m savings benefit (over 5 years) by outsourcing parking services to SERCO
• Working with Brent and Ealing as part of the WLA (West London Alliance)
• Key areas of service include: Enforcement, back office correspondence and processing, Pay & Display
• No deductions apply for under-performance, SERCO are paid 5.26% profit for achievement of KPI’s
• 18 core performance standards (KPIs) across Brent, Ealing and Hounslow

Service Provision

Policy related complaints and enquiries Permit processing Penalty Charge Notices (PCNs) Removals and car pound

• perations

Civil Enforcement Officers CCTV Operation Pay and Display Machines Collection / banking of cash payments 1st Response Maintenance Community safety Pay and Display Machines - 2nd line maintenance 2nd Stage PCN representations (to PCN challenges) Concessionary Transport unit (eg: Blue Badge, Freedom passes, Taxi Cards) processing and enquiries Refunds Car park cleaning

Key Provided by SERCO Retained by Hounslow

Rugby Zone, Carers & Doctors Resident and Business

P&D Machine Maintenance CCTV CCTV Back Office and Pound Back Office and Pound Contract Management and Commissioning Contract Management and Commissioning Civil Enforcement Officer Bases

Parking Locations and Functions

Derby Road, Hounslow Whitby Avenue & Park Royal

Operated & Owned by Operated by

Civic Centre, Hounslow

Operated & Owned by

Chiswick Town Hall Bridge Road Depot

Operated by Operated by Owned by Owned by Owned by and

Whitby Avenue 1st Line Maintenance Derby Road 2nd Line Maintenance

Operated & Owned by Operated & Owned by

How is our Budget Spent?

General 4% CEOs 38% CCTV 23% Permits 4% Cash Collection 2% Removals 7% Premises 3% Maintenance & Repair 1% IT 2% Notice Processing 16%

Pro-active Performance Management

Frequency Performance management activity Why

Daily

• Review daily report
• Monitoring of performance and against KPIs
• Member & resident query management
• Daily review of SERCO output for the previous day

to ensure services are being carried out effectively Weekly

• On-street inspections (spot checks)
• Weekly review of contract performance
• To ensure street scene services are being carried
• ut correctly (P&D maintenance, suspensions)
• To review the need for additional services and

progress of outstanding projects Monthly

• Operational review meeting
• Review of tri-borough SERCO report
• West London Alliance review meeting
• Contract review meeting
• Commercial monitoring
• Address any operational service challenges and

discuss performance over the previous f/night

• Monthly engagement and joint review of SERCO

performance to ensure consistency of service.

• Budget and invoice review to validate spend and

ensure ongoing value for money 6 monthly

• Strategic Partnership Board review of service
• Joint review by Directors at Brent, Ealing and

Hounslow to address any high level challenges or cross cutting issues Annually

• Open book review
• To ensure SERCO expenditure is in line with

contractual agreement

Customer Service

• Online solutions including Online Case management has been implemented to provide more efficient channels for

customers to challenge their PCN

• Online Permits were introduced in October 2016. For resident and business this was through EasiPermits supplied by
• Serco. Residents in the Twickenham Event zone, Carers and Doctors apply using eforms directly to the council.
• Approximately 90% of permit applications now go through the online portals reducing customer complaints about delays

in permit delivery.

• Some concerns raised by residents regarding the decision for all permits to be processed online.

Enforcement

• On foot enforcement is our largest area of contract spend
• Year on Year performance of PCN issuance by CEO has increased
• SERCO are currently exceeding the contract expectation of 1.5 PCNs issued per hour
• Significant challenge from the passing of the Deregulation Act 2015 removing the ability to use CCTV to enforce parking
• contraventions. This places pressure on CEOs to monitor more footway parking, bus stops and waiting/loading areas

where CCTV previously had been better placed to monitor.

• High performance in enforcement will drive compliance to ensure roads and controlled parking zones are working

effectively for residents and visitors.

1.4 1.5 1.6 1.7 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16

Civil Enforcement Officer Productivity

Average PCNs Issued Per Hour Expected PCNs Per Hour

Permit Processing

• Consistently processing permit applications within 10 working days (average 2.9 working days in 2016)
• Not currently measured as a contractual performance standard
• Implementation of the EasiPermit solution in Oct 2016 for resident, temporary resident and business permits.
• Processing other permit types in-house using eforms.

3 2 3 3 3 3 3 3 2 2 2 1 2 3 4 200 400 600 800 1000 1200 1400 1600 1800 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16

Time Taken to Process Permit Applications

Permit Applications Received Turnaround Time In Days

Response to PCN challenges

• Serco are required to respond to all PCN challenges within 10 working days
• The 10 working day response time was not achieved 34 times in 2016 from a total of 15913 pieces of correspondence.
• A total of 2,893 PCNs were cancelled in 2016 as a result of PCN challenges
• SERCO are measured on this area of service

98.20% 98.40% 98.60% 98.80% 99.00% 99.20% 99.40% 99.60% 99.80% 100.00% 100.20% 200 400 600 800 1000 1200 1400 1600 1800 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16

Response time for Customer Challenges

Correspondence Sent Correspondence Sent within 10 days

Complaints

• 171 pieces of correspondence received by customer services in 2016 which were complaints about the service provided by

Serco.

• No complaints were escalated to Stage 2 or 3 in 2016
• Month on month improvement in responding to complaints within the councils SLA timeframes
• Weekly monitoring in place to keep performance standards high

5 10 15 20 25 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16

Feedback Response Times

Total Complaints Receivced Feedback within 10 days Feedback not within 10 days

Areas of Improvement

Challenge Resolution Suspensions: residential parking bay suspensions being put up with unclear instructions and/or signs not clearly displayed Permit related correspondence: Enquiries about permits are being answered within 10 working days, we believe this can be improved upon Quality of written correspondence: Style and content of letters sent by SERCO should be consistent with the style and content of letters sent by officers within Hounslow (eg use of wording and phrasing) Clear guidelines are being prepared to ensure that the information displayed is unambiguous. SERCO are looking at ways for enquiries to be responded to more quickly than applications (which require processing time). We would like general enquiries answered within 48 hours of receipt Through weekly monitoring and quarterly reviews, we are working with SERCO to improve the quality of their written correspondence so that it reflects the letters issued by Hounslow. We are currently working with SERCO to improve the following areas of service: