The document discusses the responsibilities and initiatives of the Planning Delivery Team at Central Bedfordshire Council. The team is responsible for processing planning applications, appeals, and enforcement. Their vision is to provide an efficient and customer-focused planning service. The Planning Programme Manager's duties include managing customer relationships, budgets, and service improvements. Some improvements include moving from opinion-based to evidence-based reporting, reviewing processes like applications and enforcement, and developing strategic plans to improve customer engagement. Performance and finances are also monitored weekly, monthly, quarterly, and ad hoc through tools like application statistics, condition charts, benchmarking, and service level agreements.

1. Central Bedfordshire Council www.centralbedfordshire.gov.uk
Performance Monitoring & Review
Improving Customer Engagement
Michael Simms, Programme Manager,
Planning Delivery Team

2. Central Bedfordshire Council www.centralbedfordshire.gov.uk
Introduction
CBC Planning Delivery team responsibilities
• Applications, Appeals & Enforcement + Highways Development Control
• Advice & info primarily through Pre-apps & PPAs
Vision: to provide an efficient, flexible and customer focused planning service that works
collaboratively to deliver sustainable growth.
My main duties include:
*Customer & key stakeholder relationship
*Programme/ Project Management
*Manage & maintain capital/ revenue budgets

3. Central Bedfordshire Council www.centralbedfordshire.gov.uk
Service improvements
Before
• Corporate only reporting
• Perceptions (opinion led)
After
• Provide challenge to the team to;
- Monitor/ Review/ Improve (make it clear & relevant)
• Evidence based approach to, service led improvements

4. Central Bedfordshire Council www.centralbedfordshire.gov.uk
Process reviews & Strategic development
Work programmes – practices, tools & techniques
Web reviews & updates – duty service & customer contact
Process reviews;
- Planning Apps & Planning Enforcement
process mapping
Strategic development;
- Service Plan & Improving Customer Engagement

5. Central Bedfordshire Council www.centralbedfordshire.gov.uk
Performance monitoring
Weekly;
- Planning applications decided by type
- Determined applications by officer
Monthly;
- Conditions charts
Quarterly;
- Benchmarking
Ad-hoc;
- Planning Enforcements plan & Service level agreements

6. Central Bedfordshire Council www.centralbedfordshire.gov.uk
Finance reviews & monitoring
Pre-apps charges & PPAs;
- Planning applications decided by type
- Determined applications by officer
New fees & charges;
- Conditions charts
Revenue & PPA income & expenditure;
- Benchmarking
Inquiries & Hearings;
- Planning Enforcements plan & Service level agreements

7. Any Questions