housing and environmental scrutiny panel parking contract...
TRANSCRIPT
Housing and Environmental Scrutiny Panel
Parking Contract Performance from January to December 2014
16th March 2015
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)
• Enquiries and 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 area’s 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 (KPI’s) across Brent, Ealing and Hounslow
Service Provision
4
Permit processing
Penalty Charge Notices (PCNs)
Removals and car pound operations
Civil Enforcement
Officers
CCTV Operation
Pay and Display
Machines
Collection / banking of
cash payments
1st Response Maintenance
Customer call back service
(to be removed in 2015)
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
RefundsCar park cleaning
Key
Provided by SERCO
Retained by Hounslow
To be removed 2015
CCTVCCTV
Back Office and PoundBack Office and Pound
Contract Management and Commissioning
Contract Management and Commissioning
Civil Enforcement Officer Bases
Parking Locations and Functions
Derby Road, Hounslow
Chiswick Town Hall Bridge Road DepotWhitby Avenue & Park Royal
Civic Centre, Hounslow
Operated & Owned by
Operated by Operated by
Operated by
Operated & Owned by
Owned byOwned by
Owned by
and
6
How is our Budget Spent?
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 with Commissioning
• To ensure street scene services are being carried out correctly (P&D maintenance, suspensions)
• To discuss additional services required and toreview any cross cutting projects or challenges
Fortnightly • Operational review meeting • Address any operational service challenges and discuss performance over the previous f/night
Monthly • Review of tri-borough SERCO report • West London Alliance review meeting • Contract review meeting
• Commercial monitoring
• Monthly engagement and joint review of SERCO performance to ensure consistency of service and discuss any cross cutting projects.
• 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
• A decision was made not to have a inbound call centre when the Parking contract was outsourced
• The call back service will be removed in 14/15 as part of the Councils savings plan
• 91% of call backs related to PCN enquiries in 2014 (challenges must follow a statutory process)
• The remaining 9% of call backs primarily related to parking permits and suspensions which have dedicated points of contact available by email
• All available lines of communication are displayed on our website including email addresses for contacting specific areas of service
• Online solutions including Easi permits and Online Case management have been implemented to provide more efficient channels for customers to challenge their PCN or apply for a parking permit
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
• High performance in enforcement will drive compliance to ensure roads and controlled parking zones are working effectively for residents and visitors
Permit processing
• Consistently processing permit applications within 10 working days (average 3.5 working days in 2014)
• Not currently measured as a contractual performance standard
• Implementation of the Easi permit solution in 2015
Response to PCN challenges
• Serco are required to respond to all PCN challenges within 10 working days
• The 10 working day response time was achieved throughout 2014 with an average of 5 working days
• A total of 2,343 PCNs were cancelled in 2014 as a result of PCN challenges
• SERCO are measured on this area of service
Enquiries and Complaints
• 365 pieces of correspondence received by customer services in 2014 which are either complaints, enquiries or concerns
• 4 complaints were escalated to stage 2 in 2014 of which none were escalated to stage 3
• Month on month improvement in responding to complaints within the councils SLA timeframes
• Weekly monitoring in place to keep performance standards high
Areas of Improvement
Challenge Resolution
Suspensions: residential parking bay suspensions being put up without a sufficient notice period for residents to find alternative parking while the suspension takes place
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)
Alternative methods of due diligence implemented to reduce processing time required (virtual site checks on line)
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: