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

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CBC Monitoring Review.pptx

  • 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