Desired

Outcomes

Action

By  when

Officer

responsible

Resource implications

Type of improvement

1) Staff meetings on Monday Mornings

Head or in his absence the Principal to instigate short Monday meetings

April 2002

COMPLETED

Head of BC/ Principal

Time of Head and staff

Management

2) Improve Admin

Appointment of Modern apprentice

April 2002

COMPLETED

Head/ Principal

70% Covered by  fee earning over actual cost of service / time resource for training

Service delivery

3) Improve Admin and customer answering

New appointment for afternoon admin staff extending hours for more cover

April 2002

COMPLETED

Head / Principal

Already in budget time resource for training needed

Service delivery

4) Return Approved plans to agents

Staff to implement request for approved plans to be returned the agent or applicant via admin

April 2002

COMPLETED

W/B 16/9

All BC staff

Slightly higher postage costs £100 can be contained within budget

Service delivery

5) Building Control Policy Document

Seek approval from Executive and Council

May 2002

COMPLETED

Head of BC

Time only

Policy and strategy

6) Managers/Admin meetings

Instigate regular meetings with admin (monthly)

May 2002

COMPLETED and ongoing

Head of BC/ Principal

Time only resource

Management

7) Review Service Standards

Review service standards and re-badge as Customer Charter

May 2002

COMPLETED

Head of BC

Time only

Service Delivery

8) Review weekly list

Review weekly list received by Members

June 2002

December 2002

Head of BC

Time only

Service Delivery

9) Staff 1:2:1

Head of BC to instigate 1:2:1s with all staff

June 2002

COMPLETED

Head of BC

Time only resource – no additional costs

Management

10) Implement more effective registration of applications

Explore with Admin best way to carry out requirement

June 2002

UNDER WAY

Head of BC/Principal

Time only resource

Service delivery

11) Submit a Plan implementation

Initial Staff training taking place in Feb for two members. Rest of staff trained after that

Publicity to customers

June 2002

COMPLETED but complications with software

Head of BC

Time resource plus training costs at Software developers £1000 (already budgeted for)

IT

12) Credit card/debit card payment via the web

Discussion with Head of Finance and IT to implement on web pages

June 2002 for CDC

U/ construction

Heads of BC and Finance + IT customer manager

Time resource only

IT

13) Train Admin

staff on fees

Provide detailed training on latest fees with concepts and costs of work

July 2002

COMPLETED

Head or Principal of BC

Time resource only

Service delivery

14) Implement Duty Officer System

Set up system for rotating staff as Duty Officer

August 2002

Dropped due to workload will rivulet next year 2003

Head of BC + Principal

Time resource for Head/Principal and staff.  Rearranged working practices needed

Service delivery

15) Calling cards

Print and provide calling cards for surveyors so owners know that a site visit has taken place

August 2002

In progress draft created push back to November

Admin with approval by Head

Printing costs contained within budget / time resource

Service delivery

16) Review Post Project questionnaire

Examine if questions are still relevant in light of experience

August 2002

Not started

Need to co-ordinate with SBDC push back till December

Head in conjunction with Principal

Time only

Consultation

17) Upgrade software for Fastcontrol

Install version 3.6

September 2002

Unable to implement – waiting for IT to successfully download programmes to desk top

Head / Principal plus 1 staff and IT

Time only

IT

18) Raise public awareness of service

Produce article in Chiltern Chronicle

October / November edition

On target in progress to go out in next issue

Head of BC and staff

Time only

Consultation / Information

19) Develop performance data with other councils

Obtain agreement with other Bucks and Milton Keynes over performance data so comparison can be carried out

November 2002

Head of BC in conjunction with other Heads

Time only resource required

Performance

20) Corporate aims & objectives

Instruct staff on corporate aims and objectives

December 2002

Head/Personnel training

Time only

Management

21) Increase marketing skills of both councils

Identify weakness, use training both external and internal sources to improve skills Identify staff member suitable for training

December 2002

Head of BC plus staff

Time plus training costs met from existing budget

Service delivery

22) Instigate quality ISO 9002/2000

Rewrite system to meet new ISO gain approval from BSI

December 2002

Principal Surveyor assisted by Head

Time plus some printing and advice cost - contained within existing budget

Service delivery

23) Seek out Partnership deals

Approach LABC services for leads with companies who would like partnership arrangements

December 2002

COMPLETED one partnership deal in place looking at others

Head of BC/LABC services

No cost time only may improve income to Council

Service delivery

24) Consider opportunities for seconding staff

approach other councils for secondment or job swop

January 2003

Heads of BC in CDC and other councils

No cost initially to council

Management

25) Web Page Improvement

Improve accessibility and usefulness of  web site

Continuous but by May 2003

Head/  Principal + IT and member of staff

Time plus some cost to company hosting web – contained within budget

IT

26) Improve Planning Notice leaflet for Building Control awareness

Await outcome of BV for Planning – but reword and ensure more prominence given to note

June 2003

Heads of BC and Planning

Time only printing costs contained within budgets

Service delivery

27) Improve customer satisfaction by 5% by Sept 2003

Continuous service improvement and maintaining high standards

New survey to agents etc by Sept 2003

Head of BC /Principal

Time only any cost contained within Budget

Performance

28) Effective Customer Panel

Review effectiveness of Customer Panel

May 2003

Head of BC

Time only

Consultation

29) Improve Customer Panel

Recruit a ‘one man band’ builder to the Panel when a vacancy arises

When vacancy arises

Head of BC

Time only

Consultation

30) Ensure national targets for 3 wks and 2 wks are maintained or improved upon

Continuous monitoring over period

March 2002 to

December 2003

All staff in BC

Time only

Performance

31) Local performance indicator of 10 day turnaround

Maintain by monitoring

Continuous over whole two year period

All staff in BC

Time only

Performance

32) Laptops/Hand Held

Evaluate use of laptops and or hand held for surveyors

November 03

All staff

Time plus some cost possibly for lap top/hand held

IT

Desired

Outcomes

Action

By  when

Officer

responsible

Resource implications

Type of improvement

1) Seek Approval for Joint working with South Bucks

Reported to Chiltern Executive on 12 March and SBDC Cabinet on 25 March

Completed April 2002

COMPLETED

Director/Head of BC

Time only

Policy and strategy

2) Measure risk of joint working with SBDC

Conduct a risk assessment of joint working

April 2002

COMPLETED

Head of BC

Time only

Management

3) Joint Working with SBDC

Head of BC to manage both BC operations exploring ways of closer working

June 2002 for one year

STARTED

Head of BC

Time of Head and deputy some possible cost reductions to CDC

Management

4) Implement

Duty Officer

System

For both Councils or CDC if joint working not implemented

August 2002

NOT VIABLE

Head of BC + both principals in CDC & SBDC

Time resource for Head/Principal and staff . Rearranged working practices needed

Service delivery

5) Review Post Project questionnaire

Examine if questions are still relevant in light of experience and introduce to SBDC

August 2002

As per CDC will progress in December

Head in conjunction with both principals

Time only + small printing cost to SBDC

Consultation

6) Instigate cross border working with SBDC

Use staff resources to ensure even working and response times by staff from both councils working in each other’s area

September 2002

Progress made could start in October

Head of BC with both Principals

Staff time resource

Management

7) Improve Admin backup

Look at joint working to try to improve admin backup of both Councils

September 2002

Not viable but temp staff appointed at SBDC to help with workloads

Head of BC with both Principals

Time only initially may require further admin staff with associated costs

Service delivery

8) Increase marketing skills of both councils

Identify weakness, use training both external and internal sources to improve skills Identify staff member suitable for training

December 2002

Head of BC plus staff

Time plus training costs met from existing budget

Service delivery

9) Consider opportunities for seconding staff

Look at staff swapping with SBDC to integrate both systems approach other councils for secondment

January 2003

Heads of BC in CDC and other councils

CDC/SBDC staff

No cost initially to council

Management

10) Implement web payments for SBDC

Build on experience of CDC to implement same system

February 2003

CDC/SBDC IT and Head of BC

Time plus cost of altering SBDC web site

IT

11) Web Page Improvement

Improve accessibility and usefulness of both web sites

Continuous but by May 2003

Discussions taking place to link web pages etc. with CDC started in September 2002

Head/ both Principals + IT and member of staff

Time plus some cost to company hosting web – contained within CDC budget for CDC web site

IT

12) Develop payments on Web for SBDC

Use experience of CDC to instigate

July 2003

Head of BC +IT from both councils

Some cost involved for SBDC –time resource

IT