corporate dashboard 1 voice of the customer summary …€¦ · task force. 6th march 2013...

The following information is contained within this report:

1

Corporate Dashboard

Page 3 Performance Indicators: Summary Exception Report – those behind target or ahead of target for quarter 2.

Page 9 Voice of the Customer Summary Dashboard

Page 11 Manage People: Summary Report

Page 13 Manage Finance: Summary Report

2 Appendix A Directorate Summaries

3 Appendix B

Council Priority Activities with comments and Exception Highlight Reports – those that require remedial action to achieve outcomes, have significant issues, or where timescale, cost, delivery or benefit realisation is at risk.

4 Appendix C Voice of the Customer Summary Report

5 Appendix D Budget Monitoring Report

Performance Indicators Council Priority Activities

Complaints 284 274Compliments 96 110Comments 24 14

Key Customer Intelligence StatisticsActual (30/09/12) Actual (31/12/12)

Total3 1 0 6 5 2 17

Performance Indicators compared to this time last year

Appraisals (rolling 12 months excl schools) 75.03 % 100.00 % 100.00 %

Sickness absence (excl schools) 7.60 ? -

Actual 31/12/12

Target 31/12/12

Year End Target DoT

Cost of sickness absence (excl schools) £1,943,263

Total FTE (excl schools) 4,452.83

Net capital spend (excl schools) £98,536,000 £130,717,000 £139,994,000

Net revenue spend (excl schools) £277,883,000 £466,458,000 £460,154,000

Actual 31/12/12 Annual Budget Estimated Annual Spend

Staffing budget (excl schools) £108,021,458 £150,823,666 £150,940,059

Actual 31/12/12 Annual BudgetEstimated Annual Spend

1

Performance Indicators: Summary Exception Report (Worse or better than target)

Percentage of people whose outcome on leaving reablement is 'no service required'. This means that after an episode of care for up to 6 weeks the individual requires no further care.

38.6 45.0 39.0 45.0

Performance has improved from the 32.3% last year, but remains below target. Performance has been impacted by the work undertaken in the summer to move longer term service users from Lincolnshire Assessment and Reablement Service (LARS) to maintenance support and as a result have not left reablement with no service required. Performance is monitored cumulative through the year.LARS Managers will continue to work with all staff and ensure reablement plans are effectively delivered to everyone in receipt of LARS.

27th February 2013

Performance Indicators - Red - Adults Scrutiny Committee

Measure Name Actual Sep 2012

Target Sep 2012

Actual Dec 2012

Target Dec 2012

Head of Service Comment and ActionScrutiny Committee Date

Scrutiny Committee Outcome

Number of children subject to a Child Protection Plan per 10,000 children

19.95 19.00 21.79 19.00

The number of children subject to a plan has increased beyond the target but is still lower than our statistical neighbours. This figure is closely monitored by the SMT and the conference chairs and they report that the cases being taken to conference are approriate and meet the criteria. [Comment provided by Roz Cordy]

1st March 2013

Performance Indicators - Red - Children and Young People Scrutiny Committee


Target Sep 2012

Actual Dec 2012

Target Dec 2012



3

Total number of fatalities due to primary fires per 100,000 population.

0.43 0.29 0.71 0.43

Regrettably, our performance is over the agreed limit for Q3 with 5 fire fatalities for the period. 3 of these occurred in accidental dwelling fires, 1 in a deliberate fire and a further 1 is still under investigation. We have reviewed each fire fatality incident on a case-by-case basis to learn when and if partners could have referred the individuals to F&R for fire safety advice. We hope by doing this, in the future, we will be able to prevent some fire fatalities. We believe we can make a difference as a result of reducing future accidental fire fatalities through our community fire safety education programmes and closer working with partners. When we compare to the same period last year, we have seen a reduction in the number of fire fatalities however is must be borne in mind that last years' figures include the Boston incident where 5 people lost their lives in 1 single incident. Unfortunately we are now over the limit for the year but we will continue to focus our activities in this area.

6th March 2013

Performance Indicators - Red - Communities Scrutiny Committee


Target Sep 2012

Actual Dec 2012

Target Dec 2012



Number of children killed or seriously injured in road traffic collisions in Lincolnshire

17 13 28 22

Performance at the end of September 2012 is more than predicted (28 compared to 22).

Based on available information to date the predicted figure for the end of the calendar year 2012 is 37, which is more than the target of 29.Lincolnshire Road Safety Partnership will continue to work in schools offering road safety education such as pedestrian training and "Bikeability", using a data led approach targeting areas where a high number of child casualties reside. This information is likely to be amended as further data is received from the police.

11th March 2013

Performance Indicators (3 month lag) - Red - Highways Scrutiny Committee

Measure Name Actual Jun 2012

Target Jun 2012

Actual Sep 2012

Target Sep 2012



4

Percentage reduction in repeat victimisation for those domestic violence cases being managed by a MARAC

21.2 26.0 21.2 26.0

We did meet the quarter 3 target to reduce repeat victimisation to 26% or lower. 419 cases were discussed at the Multi Agency Risk Assessment Conferences (MARAC), 89 of these were repeat cases.

The repeat referrals to MARAC have reduced from last year and are better than predicted. However, as previously reported, we need to be cautious with this data as the definition of a 'repeat' was changed in May 2012 to bring us in line with National guidance on the reporting of domestic abuse repeat referrals from CAADA (Coordinated Action Against Domestic Abuse). We are therefore not able to compare like for like data. In addition, the data is not for the full 12 months and so this is baseline data that will be used to evaluate future years. This target also needs to be considered in conjunction with the evaluation of the MARAC and the work of the Independent Domestic Violence Advisors (IDVAs). Information from the IDVA service suggests that victims are engaging well and there are positive outcomes from this work.

6th March 2013

Performance Indicators - Green - Communities Scrutiny Committee


Target Sep 2012

Actual Dec 2012

Target Dec 2012



5

Number of deliberate primary fires per 10,000 population

1.89 2.56 2.94 3.67

It is pleasing to note that we are better than target for this indicator and that we continue the downward trend of deliberate primary fires. The most significant reductions have been seen in arson in vehicles (down from 130 at Q3 2010/11 to 78 at Q3 2012/13 -40% reduction) and arson in dwellings (down from 36 at Q3 2010/11 to 22 at Q3 2012/13 - 39% reduction). Unfortunately, deliberate fires in prisons have increased 3-fold for the period (up from 4 at Q3 2010/11 to 13 at Q3 2012/13). Our Community Fire Protection Manager will be working with the Crown Inspectors to attempt to identify processes to bring about reduction. Geographical decreases have been seen over all 3 Divisions, the biggest being seen in South Division (down from 94 at Q3 2010/11 to 50 at Q3 2012/13 - 47% reduction) and East Division (down from 113 at Q3 2010/11 to 63 at Q3 2012/13 -44% reduction), with a targeted approach supported by intelligence from our Arson Task Force.

6th March 2013

Percentage of co-responder incidents where Fire and Rescue rendered assistance

90.19 % 85.00 % 90.45 % 85.00 %

We are again better than target against this indicator and when we compare to the same period last year, we have also seen a slight increase in the % co-responder incidents where F&R provided assistance. The comments provided at Q2 still remain true, that not only are we attending a considerably greater number of incidents (up from 2337 at Q3 2011/12 to 2628 at Q3 2012/13 - 13% increase), we have also been able to keep the number where we are unable to provide assistance at the same low level.

6th March 2013

Performance Indicators - Green - Communities Scrutiny Committee


Target Sep 2012

Actual Dec 2012

Target Dec 2012



6

Number of people engaged in learning and/or skills training

9,465 8,751 9,520 8,853

Lincolnshire's low skilled population requires a combination of vocational and informal learning. The County Council delivers both successfully and we have exceeded our target because we managed to agree a wider range of provision in more locations with our provider base.

12th March 2013

Number of jobs created or safeguarded

187 165 273 247

(This indicator is broken down into the following: Number of Jobs Created = 139, Number of Jobs Safeguarded = 134)This indicator is ahead of target by 10% (26 Jobs) at Quarter 3. This indicator is subject to Economy and Culture supporting job growth and safeguarding existing jobs through our commercial and business portfolio. Much of this work is medium to long term, and as such the indicator does not have a flat profile therefore we are revising the targets to reflect the anticipated profile.

12th March 2013

Performance Indicators - Green - Economic Scrutiny Committee


Target Sep 2012

Actual Dec 2012

Target Dec 2012



The proportion of Municipal waste landfilled.

42.30 % 45.50 % 44.40 % 45.50 %

(Estimate, as we await data from 3rd parties) We are landfilling a smaller proportion of our waste than in 2011/12. However, due to decreased composting over the Winter, we are unlikely to achieve the marked reduction which we are targeting for the year as a whole.

15th February 2013

Performance Indicators - Green - Environmental Scrutiny Committee


Target Sep 2012

Actual Dec 2012

Target Dec 2012



7

Voice of the Customer Summary Dashboard (Quarter 3 2012/13)

Customer Satisfaction

Complaints (Quarterly Comparison)

Sep Q2 Dec Q3Corporate 70 87 Adult Statutory 11 12 Children's Statutory 2 2 Fire & Rescue 13 9 Total 96 110

Sep Q2 Dec Q3 Corporate 24 14 Adult Statutory 0 0 Children's Statutory 0 0 Fire & Rescue 0 0 Total 24 14

Schools Sep Q2 Dec Q3

Bullying Issue 13 15

Allegation against Head Teacher

6 12

Class/School Organisation

12 11

Other 3 9 Unfair Treatment by Staff 5 7

Corporate Sep Q2 Dec Q3

Disagree with Procedure 32 37 Disagree with Policy 18 25 Conduct / Attitude / Rudeness of Staff

14 17 Delayed Assessment of Service Request

3 12

Insufficient Information Provided

5 5

Adult Statutory Sep Q2 Dec Q3

Delay in Receiving Service

7 19 Disagree with Decision 26 6 Conduct & Attitude of Staff 5 6 Standard of Care 1 5 Disagree with Assessment

13 4

Children’s Statutory Sep Q2 Dec Q3

Conduct & Attitude of Staff

22 20

Delay in Receiving Service

3 4

Lack of Communication 6 2

Breach of Confidentiality 0 2 Disagree with Decision 2 1

Top 5 Complaint Reasons (excluding other) Compliments and Comments (Quarterly Comparison)

Satisfaction (%)

80%

85%

90%

95%

100%

Overall Satisfaction Individual Needs Expectations

March 2012 (Q4)

June 2012 (Q1)

Sept 2012 (Q2)

Dec 2012 (Q3)

Core Values Rating (%)

70%

75%

80%

85%

90%

95%

100%

Respect and Dignity Confidence Trust Reassurance

March 2012 (Q4)

June 2012 (Q1)

Sept 2012 (Q2)

Dec 2012 (Q3)

LCC Compliments Q3 2012/13

Corporate79%

Adult Statutory11%Fire &

Rescue8%

Children's Statutory

Sept 2012 (Q2 2012/13) Dec 2012 (Q3 2012/13) Corporate 112 105 Adult Statutory 59 52 Children's Statutory 43 31 Schools 70 86 Total 284 274

LCC Complaints Q2 2012/13

Adult Statutory

21%


15%

Schools 25%

Corporate39%

LCC Comments Q3 2012/13

Corporate100%

LCC Complaints Q3 2012/13

Adult Statutory

19%


11%

Schools31% Corporate

39%

9

Manage People: Summary Report (April to December 2012 / Quarter 3)

Appraisals

0%

20%

40%

60%

80%

100%

Adult'sServices

Children'sServices

Resourcesand

CommunitySafety

Communities Performanceand

Governance

Public Health

Q2 Q3 Target

FTE

5,425 5,348

4,580 4,453

0

1,000

2,000

3,000

4,000

5,000

6,000

Prior to core offer (Dec2010)

2010-11 2011-12 December 2012 (Q3)

Key information:

Appraisals are recorded on a rolling 12 month total, this means the number of appraisals completed at any time should be 100%. The period being reported is 1st January 2012 – 31st December 2012. The 100% target has not been achieved but the percentage of appraisals completed in Quarter 3 2012/13 is significantly higher when compared to the previous quarter as shown in the bar chart above. The area where the number of appraisals recorded is significantly lower than expected is in Adult Social Care. For ASC, as reported for the previous quarter, following significant organisational change with a high percentage of staff leaving on redundancy over the reporting period, the Senior Management in ASC are ensuring that appraisals are treated as a priority. This is being monitored through the ASC Performance Board. Regular supervision meetings continue. For Public Health, all appraisals have been completed. Performance & Governance percentage is showing a reduction in appraisals completed. This is due to a recording error which has been rectified and the actual percentage completed is 93%.

Key information:

The total FTE has significantly reduced compared to Dec 2010 due to the impact of Federated Core Offer (MWC) and Adult Social Care reviews

11

Sickness (Average days per FTE)

0

2

4

6

8

10

12

14

16

18

Adult'sServices

Children'sServices

Resources andCommunity

Safety

Communities Performanceand

Governance

Public Health

Q2 Q3 Target

Cost of Sickness Absence

LEA Schools, £2,755,386

Public Health, £9,300

Resources and Community Safety, £257,669

Adult's Services, £522,267

Performance and Governance, £56,045

Communities, £331,528

Children's Services (excl LEA Schools), £766,455

Key information:

If the current level of days lost due to sickness continues for 2012/13, projected performance will not meet the target. The predicted average days lost per FTE for 2012/13 is 10.3 days excluding schools.Support is ongoing for those areas identified as 'hot spots' for sickness absence to reduce the number of days lost. The two highest reasons recorded for sickness absence for the whole Council continue to be stress – related and secondly, other types. Proactive actions continue with significant focus in Adult Social Care and Children’s Services. A programme of flu vaccinations is being put in place for staff working in front line services in these areas. This is proven to reduce sickness absence, although the average take up in other organisations who have introduced such programmes is only 30%.

In advance of the new Occupational Health Contract in 2013, a review of the end to end process for managing absence is taking place. In future, the HR service will support managers throughout each stage of the process to further ensure that the process is being managed effectively.

Key information:

The Director Area split has not significantly changed since the last quarter. The high cost of absence in Children’s Services compared to other Directorates continues to be higher due to the higher FTE compared with other Directorates.

The cost of sickness absence year to date is £1,943,263 which is significantly lower compared to Quarter 3 in 2011/12 which was £2,653,133.

12

Manage Finance: Summary Report (December 2012)

Key Information:

Total revenue spending is predicted to be £6.304 million less than the total budget (excluding the projected underspendings on Schools budgets).

There is a projected overspending on Adult Social Care of £4.830 million. General reserves at the year end are forecast on this basis to be within the 2.5% to 3.5% range at the upper end, estimated to be at 3.5%

of the total budget based on current spending.

13

Key Information:

Net capital spending is projected to be £9.277 million more than the approved 2012/2013 programme total. £9.625 million projected overspend on the A1073 Spalding to Eye Major Road Improvement.

14

1

APPENDIX A Directorate Summaries: Adult Social Care (December 2012 / Quarter 3)

Achievements

Performance Indicators Informal carers continue to be identified earlier in the

social care process and are being referred to and assessed by the carers’ service. This continues to be demonstrated in the considerable increase in carers receiving a needs assessment, review or specific service, 52.3% in Q3 compared with 44.2% in Q3 last year. The annual target of 70% is a stretch target compared with last year’s target of 57%. Achievement of the stretch target is dependent upon the continual identification of carers and once identified the service’s capacity to assess them.

Customers

The trend for fewer Adult Social Care statutory complaints (Q3 52, Q2 59, Q1 79) and more compliments (Q3 12, Q2 11, Q1 7) continues.

Customer insight surveys using Touchstone were performed for the Needs Assessment Service. 87% of respondents rated the service as good and very good in both Q3 and Q2 (compared with 89.1% in Q1). Customers commented on the friendliness and politeness of the assessors, however customers have commented that they have not been informed as to when the equipment will be arriving.

Areas for attention

Performance Indicators Performance remains below target for people whose outcome on

leaving enablement is ‘no service required’. Work was undertaken in the summer to move longer term service users to maintenance support impacting on performance of this indicator.

Although eligible people who receive self-directed support was ahead of target in Q1 and within target for Q2 it is worse than target for Q3. The service confirms that all those eligible to be considered for a personal budget are awarded one and the reduction of performance is likely to be due to incorrect recording. Data cleansing work is now underway and validated data will be reported in Q4.

Manage People 47% of appraisals have taken place, compared with 28% in Q2 and

15% in Q1. Managers are focusing on completing appraisals and progress is reviewed monthly by the directorate performance board. The low number of appraisals continues to be due to significant organisational change with a high percentage of staff leaving on redundancy over the reporting period. Senior Management in the service is ensuring that appraisals are treated as a priority and this is being monitored through the ASC Performance Board. Regular supervision meetings continue but are not reflected in the appraisal data.

Based on actual sickness for Q3 it is projected that the service will have an average of 15.35 days sickness absence per FTE by 31st March 2013. The cost of sick absence for Q3 is £522.3k.

Manage Finance There is a projected overspend of £4.83million.

2

Directorate Summaries: Children’s Services (December 2012 / Quarter 3)

Achievements Manage People 85% of appraisals have taken place compared

with 72% in Q2 and 54% in Q1. Customers • There have been fewer statutory social care

complaints in Q3 (31) compared with both Q2 (43) and Q1 (37). There are reductions in all the top 5 reasons for complaints with the exception of delay in receiving a service and breach of confidentiality.

Areas for attention Performance Indicators The number of children subject to a child protection plan per 10,000 population under 18 is worse

than target range and performance is worse than Q3 last year. However performance is better than 2011/12 published data from our statistical neighbours (Cumbria, Nottinghamshire, Derbyshire, Dorset, Norfolk, Northamptonshire, Shropshire, Staffordshire, Suffolk and Worcestershire).

Following agreement at the Executive meeting on 2nd October and discussion with the Executive Director and Portfolio Holder the target for Looked After Children per 10,000 population under 18 was revised from 36 to 38. Although performance was within target for Q2, performance is worse than target for Q3. The Executive Director and Portfolio Holder have agreed to revise the 2012/13 target to 40. This brings performance within target range for Q3.

Customers Schools complaints continue to increase in Q3 (86), compared with Q2 (70) and Q1 (85). The top

reason for these complaints is bullying issues. Schools complaints are monitored by the Council but are dealt with by the school.

Manage People Based on actual sickness for Q3, it is projected that the service will have an average of 11.6 days sickness absence per FTE by 31st March 2013. The cost of sick absence excluding LEA schools for Q2 is £766.5k. Manage Finance

By the end of March 2013 projections are for an overspend in children’s social care of £0.504m, an underspend of £2.302 million in education services and £2.359 million underspend in the net schools budget.

3

Directorate Summaries: Communities (December 2012 / Quarter 3)

Achievements Performance Indicators

273 jobs were created and safeguarded in Q3 compared with a target of 247.

9,520 adults were involved in learning and skills, exceeding the annual target of 8,904. This has been achieved by agreeing a wider range of provision in more locations.

Percentage of waste being landfilled is better than target in Q3 and the service forecast is to be within the annual target.

Customers Customer survey results show 96.9% of Heritage services (compared with

95.2% in Q2 and 94.1% in Q1) and 95.2% of Library services (compared with 96.7% in Q2 and 96.6% in Q1) were rated as good and very good.

Manage People 81% of appraisals have been recorded compared with 70% in Q2 and

48% in Q1. Focused activity in Highways and Transportation services will increase the number of appraisals completed in Q4. Based on actual sickness for Q3, it is projected that by the end of the year, the service will have an average of 7.09 days sickness absence per FTE by 31st March 2013. The cost of sick absence for Q3 is £311.5k.

Areas for attention Performance Indicators

The number of library interactions is worse than target in Q3, having performed within target for the last two quarters. The service forecast is that the annual target will not be achieved.

Although Q3 is estimated data, recycling and composting has declined compared with Q2 this year and Q3 last year. Given that there will be less composting in the winter months the service is forecasting that the annual target will not be achieved.

Customers There have been more complaints, 84 in Q3 compared

with 81 in Q2. All complaints were acknowledged within 5 days and responded to within 10 days.

Manage Finance

Overall the Directorate continues to project overspending its revenue budget by £0.104m due the loss of a major tenant at Horncastle College in 2010/11. There continues to be a projected 9.6 million overspend on the A16/A1073 Spalding to Eye Road project

4

Directorate Summaries: Performance and Governance (December 2012 / Quarter 3)

Achievements Manage People

93% of appraisals have been completed in Q3 compared with 86% in Q2 and 89% in Q1. The published figure of 65% in Q3 is due to a recording error which has been rectified.

Based on actual sickness for Q3, it is projected that the service will have an average of approximately 6.85 days sickness absence per FTE by 31st March 2013. The cost of sick absence for Q3 is £56k.

Areas for attention

Manage Finance

The revenue budget is projecting a £0.850m underspend. The budget for policy resources continues to project an underspent of £0.400m.

5

Directorate Summaries: Public Health (December 2012 / Quarter 3)

Achievements Customers Customer insight surveys using Touchstone were performed for

the First Contact (a referral service enabling the over 60s to stay safe and well in their own home). 91% of respondents rated the service as good and very good, compared with 98% in Q2 and 92.9% in Q1. Customers have been pleased with the service, the advice given and feel more reassured about the safety of their home. Customers commented that the service should be advertised more to make more people aware of it.

Manage People 100% of appraisals have been recorded in Q3. Based on actual sickness for Q3, it is projected that the service will

have an average of approximately 2.44 days sickness absence per FTE by 31st March 2013. The cost of sick absence for Q3 is £9.3k

Areas for attention There are no areas for attention.

6

Directorate Summaries: Resources and Community Safety (December 2012 / Quarter 3)

Achievements Performance Indicators Repeat victimisation of domestic violence cases managed by the Multi

Agency Risk Assessment Conference (MARC) have reduced from last year and are better than predicted. The service continues to forecast to be within the annual target of 26%.

There continue to be fewer incidents of arson in primary fires. The most significant reductions have been in arson in vehicles (down by 40% compared with Q3 last year) and arson in dwellings (down by 39% compared with Q3 last year). Unfortunately arson in prisons has increased.

The percentage of co-responder calls continues to be better than target and the service is forecasting to be better than the annual target.

Customers Customer insight surveys using Touchstone were performed for the

Registration Service. 98% of respondents rated the service as good and very good compared with 100% in Q2. Friendliness and helpfulness of staff continue to be highlighted. A customer was very impressed at how smoothly everything went when registering a death compared to other parts of the county. Customers felt the waiting time to receive a death certificate was too long and another customer felt there were not enough appointments to suit customers needs.

Manage People 86% of appraisals have been recorded compared with 84% in Q2 and

46% in Q1. There is focused activity in safer communities and youth offending service to complete appraisals in Q4.

Based on actual sickness for Q3, it is projected that the service will have

an average of 8.02 days sickness absence per FTE by 31st March 2013. The cost of sick absence excluding LEA schools for Q3 is £257.7k.

Areas for attention • There have been five fatalities due to primary fires in Q3. Three of these occurred in accidental dwelling fires. The service believes that accidental fire fatalities can be reduced through community safety education programmes. Performance Indicators The number of people killed and seriously injured in road traffic

collisions at the end of September is within the expected range (this indicator is reported with a lag of 1 quarter as information is provided by the Police). The numbers are comparable with the end of September last year.

There have been more children killed and seriously injured in road traffic collisions at the end of September than at the end of September last year. The service continues to forecast more such incidents than originally expected. The Lincolnshire Road Safety Partnership will continue to work with schools offering road safety education such as pedestrian training and ‘Bikeability’ targeting areas where a high number of causalities reside.

Manage Finance

The Directorate is £2.726 m underspend.

Activity Name

Become a Commissioning Council

Scrutiny Comments: This project has yet to be considered by the Committee however the Executive Director for Performance and Governance will be briefing the Chairman and Vice-Chairman on this important subject and will agree the reporting cycle for the project as part of that discussion.

Value for Money Scrutiny Committee

Programme

The programme is making good progress with current activity focussing on the following areas;

- Process; Management Board and the Operating Group have reviewed the additional detail gathered from workshops undertaken in November. Priority is being given to scoping out the activities and detailed steps involved in the 'Analyse' phase. A Contract Management Toolkit developed by Sheffield City Council will be trialled in LCC, if successful this will be incorporated into the process in the 'Review' phase.- Governance; Good progress being made in developing an interim proposal which will be taken to the Operating Group on 6th February.- Resource & Capability; Work underway in writing the specification for a Learning & Development solution.- Data; 2011/12 external spend data from SAP has now been received, further analysis of this and the data from FireFly (LCC's Contract Register) is being undertaken with a summary report being produced.

Management Board are continuing to develop the vision and principles for the future shape of the Council which will inform the overall solution for the programme. Work on identification of clusters of outcomes will continue into February/March.

A paper and brief presentation on the programme will be taken to Informal Exec on 15th January for comment. This summarises that all phase 1 deliverables have been achieved. Following the 15th January Informal Exec meeting, the project plan will be rebaselined and risks and issues reviewed and updated as the detail plan for Phase 2 is developed.

Overall Summary

Nov 2012 Dec 2012 Comment

APPENDIX A: Council Priority Activities with comments

Appendix B: Council Priority Activities with comments

1

Activity Name

Overall Summary


Future Delivery of Support Services

Information Management Programme

Lincoln Castle Revealed

Scrutiny Comments: The Committee considered a report in relation to this Programme as part of its meeting on 11 December and an additional special meeting of the Committee was held on 15 January 2013 to allow the Committee to consider further progress.

Scrutiny Comments The Committee will receive an update on this Programme as part of the six monthly Information Management and Technology position statement on 26 February.

Scrutiny Comments The Committee received an update on this Programme at its 20 November meeting in relation to works underway to repair the Castle walls. The next update is scheduled for the Committee's meeting on 30 July.

The Options Appraisal Paper for the programme procurement strategy was presented to the Value for Money (VFM) Committee on 11th December for pre-decision scrutiny and then to the Executive on 18th December 2012. All eight recommendations within the report were endorsed by both VFM and the Executive. The Sounding Board met on 21st December to consider i) the potential use of lots for the competitive dialogue procurement and ii) the potential limited insourcing of some aspects of services. These issues will be given further consideration at a second Sounding Board meeting on 8th January and also at a special VFM Committee to be held on 15th January 2013. After considering members feedback, the Programme Sponsor, Pete Moore will make a final decision in mid-January 2013.

The month’s activities have been focussed upon:• Progression of the Prison Stage E design• Appointment of contractor for the remaining walls phases. • Progressing the contract documents and orders for the archaeological excavation of the Prison Eastern Courtyard.

Team resource situation has improved (backfill for maternity cover, business support training team, programme support officer). Programme Board has agreed this should revert to amber.

2

Activity Name

Overall Summary


Next Generation Platform

Property Rationalisation Programme


Scrutiny Comments: The Committee has previously received periodic updates on this Programme. Following discussions between the Chairman, Vice-Chairman and the Chief Property Officer it has been agreed that regular six monthly updates should be provided to the Committee with additional Agenda items as required. The first update is due at the 26 February meeting with the next update scheduled for 30 July 2013.

Project Progress:Infrastructure projectsBackup – New backup service has been completed, awaiting roll out of the archiving solution to the windows 7 estate. There has been a delay on this dueto some stability issues that have now been resolved, proactive monitoring of the solution is being established and a wider pilot group will be established in Nov ready for a wider rollout.Server Virtualisation – Due to activities around the emPSN project there has been a delay in the continuing virtualisation of the server estate. This has now recommenced and 16th dec planned for start of web infrastructure virtualisation work.User Impact projectsRefresh – Refresh is continuing, significant work around application packaging has delayed progress however this is now starting to improve. Membersrefresh has had some issues, work has now recommenced refreshing the remainder of the elected members. CSC now largely complete.APM – APM preparing to wrap up activities as all significant opportunities worth pursuing have been identified.AD Rationalisation - phase 1 complete. Decision paper being produced currently on the best approach to phase 2. This is due to go to the delivery boardNov/Dec.New ICT Service project –Service delivery and project services currently in development, good progress being made on the service delivery element,project services less mature but progressing.Management Tools - Phase 1 complete, self service 90%

Refurbishment of the Corn Exchange in Bourne ongoing. Services continue to prepare for moves. First moves scheduled for Mar'13.Unified communications still to be installed in the Old Barracks, Grantham to complete that project.8 The Avenue handed back to Landlord. Unit 15, Witham Park House being cleared in preparation for handing back to Landlord later this month.All planned moves in Boston have been completed. Additional move from Carlton Road Learning Disabilities office to West Street in planning.Some occupants of Stamford Connexions property have moved. Remainder plan to move by end Feb'13. Property at 509 Newark Road is under offer. Minor works to accommodate Careers Service in 35 Orchard Street due to be complete by end Jan'13.Review of properties in Greater Lincoln Area proceeding to agreed plan. Title deed searches have been completed.

Overall programme is still on plan.

3

Activity Name

Overall Summary


Review Council Complaints

CSC Telephony Project

emPSN WAN Replacement

Library Management System (LMS) Retender



Project

The roll-out plan for the remaining sites has been completed and all sites are scheduled for completion during the first week of February 2013. Some remedial activity may be needed post this date in case of service delivery not reaching acceptable levels which cannot be ascertained beforehand. New baseline has been approved and project downgraded from red status.

Project back on plan. LCC migrations scheduled to complete by the end of January 2013.

Delay receiving database back from supplier in order for testing and commissioning to commence. Commissioning now split into 2 stages - tasks that need completing before Primary Training commences on 8 January and tasks that can be completed after Primary Training has started. All commissioning needs to be completed by 30 January.


The project is on plan. It was successfully received at Executive in December and a workshop was held early to January to map out the workflow with members of the IMP team. An update session is booked with all the Complaints Leads for late January.

Scrutiny Comments The Committee received an update on this Project at its November meeting and strongly supported the recommendations put forward.

4

Activity Name

Overall Summary


People Make It Happen People Strategy

14 Forward

ASC Performance Improvement Projects

Scrutiny Comments The Committee received an update report relating to this Programme at its November meeting and requested further information. The Chairman and Vice-Chairman of the Committee have since met with the Head of People Management to discuss the content of this report which will be presented to the 26 February meeting. It has also been agreed that six monthly updates will be brought to the Committee with a further update scheduled for the July meeting of the Committee.

Scrutiny Comments The Adults Scrutiny Committee last considered an update on 14 Forward on 28 November 2012, as part of its quarterly performance report. Further reports may be brought to the Committee as the detailed design and delivery phase of the programme is developed.

Programme

Scrutiny Comments The Adults Scrutiny Committee considered a detailed paper on the budget proposals for the 2013/14 on 30 January 2013. The Committee was provided with the details of the £21.5 million of recurring savings achieved during 2011/12 and 2012/13. In October 2012, the overspend for 2012/13 had been projected to be £8.269 million, but the Committee was advised that this had now reduced to £4.83 million, owing to further savings and additional funding received from the NHS. The Committee would continue to monitor the Adult Social Care budget.

Further projects require to be developed for the detailed design and delivery phases of the Programme.

Controls remain in place through a robust monthly financial validation process which provides independent assurance on performance and there is continuous review of both delivery and new savings proposals. These are standing items on the monthly ASC Performance Board with upward exception reporting to the Transformation Board

Workstream

Overall the Programme remains on plan with all planned deliverables achieved during December apart from:• IIP planning meeting with the External Assessor has been put back to 23rd January 2013 due to the Assessor being ill.• iCount website (formally known as Motiv8Lincs) not yet up and running. Exploring options of microsite plus.• The Organisational Summary on the UGR work and Cultural Change Programme which was due in December but has been delayed until January as information is still outstanding from UGR Champions.• Development of the Recruitment and Safer Recruitment training programme was delayed due to resourcing issues. This has now been resolved and the work will be undertaken in January.The revised Disciplinary and Grievance policies, along with associated e learning courses and training, were launched on 3rd December. The Engagement and Wellbeing Strategy was agreed by the Programme Delivery Board on 20th December. The tender for the Senior Leadership Programme closed on 20th December. Evaluation and shortlisting will take place during January ahead of Provider presentations and final selection in early February.At the Programme level, approval has been given by the Programme Sponsor to merge the Culture Development work stream (which includes the new organisational values, vision and behaviours and the UGR work) into the remaining work streams rather than having it as a ‘stand alone’ work stream. The reason for doing this is to ensure the cultural development work underpins the whole of the People Strategy and that appropriate linkages are made with all key programme deliverables.

Adults Scrutiny Committee

5

Activity Name

Overall Summary


Raising the Participation Age

Small Schools Collaboration

FWT Troubled Families

Youth and Community Development

Project

Schools continue to progress their Small School Collaborative Partnerships. Start up funding has been released to 30 groups (involving 126 small schools) and year 1 funding to 19 of these groups.

Scrutiny Comments The Committee will consider this project for the first time at its meeting on 1st March 2013.

Scrutiny Comments The Committee considered two reports on this project at its meetings on 20 April 2012 and 19 October 2012. The Committee were satisfied with the progress being made with the project and requested that the next update sets out what is happening to the youth workers employed at the youth centres, how many young people are engaged and how many activities are taking place. An update on this programme is due to come to a future meeting.

Reports for Bourne and Cherry Willingham have received comments from Legal and Finance. Report for Spalding has been sent to the DoR for sign off. Approval to sell Waddington YC has been received.

Children & Young People Scrutiny Committee

Programme

The project continues to progress to timescales although statutory guidance for local authorities has still not been published. A potential urgent requirement to focus on tracking the education and employment status of 18 year olds may result in some resource being diverted from supporting RPA (16 and 17 year olds) in the short term. The impact of this will be reviewed in March 2013

Work is ongoing to identify families and meet the requirements of the Troubled Families Unit in Whitehall. The first claim for successful outcomes under the PbR scheme will be made later this month.The frontline team is being expanded and an additional four Practice Supervisors have been appointed to direct the work of the increased number of Key Workers.

Scrutiny Comments The Committee considered an update on the programme in the quarter 2 performance report received at the meeting on 30 November 2012. The Committee was satisfied with the progress being made on the programme. The issues around this programme will be discussed as part of other reports relating to post-16 changes, namely Information, Advice and Guidance which will be considered at the meeting on 1 March 2013, and the reports on Improving Access to Post-16 Learning Provision in Lincolnshire Action Plan – Second Monitoring Update and Schools Sixth Forms which will both be considered by the Committee at the meeting on 14 June 2013. An update on the Raising the Participation Age programme is due to a future meeting.

Scrutiny Comments The Committee considered two reports on this project at its meetings on 3 February 2012 and 20 July 2012. The Committee strongly supported the proposed project. The proposals for this project were also discussed as part of the reports received at the meetings on 7 September 2012 and 19 October 2012 on School Funding Arrangements for 2013/14. The Committee expressed its disappointment that the project would no longer be able to go ahead.

6

Activity Name

Overall Summary


Library Needs Assessment Programme

Contract and Maintenance of Fire Fleet

Future of Control Project LFR

Scrutiny Comments An update on this project was provided as part of the Quarter 2 Performance Item at the 12 December 2012 Committee. The Committee were pleased that community libraries in Saxilby and Waddington were now operational. The Committee were also pleased to hear it reported that around 250 volunteers were engaged in delivering services in libraries and that there were nearly 400 free to use computers in libraries throughout the county. The Committee considered it important that library staff were appropriately trained to assist people with the forthcoming changes to

Scrutiny Comments This item is listed as To be Scheduled on the Committee's work programme. The Committee is satisfied with updates provided to date, as part of the quarterly performance reports. Quarter 3 Performance is being reported to the Committee on 6 March 2013.

Scrutiny Comments Update provided as part of the Quarter 2 Performance Item. The Committee is satisfied with the progress of this project to date. Quarter 3 Performance is being reported to the Committee on 6 March 2013.

The Service has improved resilience with the transfer of fleet V5 ( logbooks) under its own name. Progress is taking place towards resolution with the bank and letters exchanged during the past month have enabling clarification of both parties understanding and expectations. Work is underway to evaluate equipment and options for the new vehicles due to be built during 2013. To this end, a number of supplier days and meetings have been arranged for January. The Service has multi-functional teams operating to allow early preparation for a rollout of new generation fire fighting systems and equipment during the coming year.Evaluate of the options for a long-term outsourced maintenance contract based on the assumption of an owned fleet continues. This includes the “soft market testing” of industry options and will evaluate any change required to the current maintenance schedules and internal structure.

Work is progressing effectively, there is some slippage due to Humberside capacity issues, however, these have been resolved by a slight change of direction and now work is progressing again. Procurement is soon to proceed on MDTs as a contract has now been awarded, in addition the consortium network is nearing readiness for procurement which will enable stage 1 – Lincs upgrade to Vision mobilising to go live by May, as it is dependent on a sited consortium network.

Communities Scrutiny Committee

Programme

Pilot projects planned for 2012/13 have all now opened, except for a Community Book Deposit at Irby and Bratoft. The latter will open before March 2013. The service is continuing to discuss commissioned models with potential partners and to develop other models for service provision. Key internal messages following the staff workshops have been distributed. The programme plan is being updated with key activities for 2013/14.There are significant risks associated with the programme. No significant issues are noted at this stage, although a request has been made to re-profile an element of the savings target from 2013/14 to 2014/15.

7

Activity Name

Overall Summary


Boston Barrier

Teal Park

Lead Local Flood Authority Responsibilities

Residual Waste Treatment Project

Grantham Southern Relief Road

Project

Scrutiny Comments The Committee receives regular updates on this project as part of the performance reports and considered an update on this project as part of the Quarter 2 performance report at the meeting on 27 November 2013. The Committee was satisfied with the progress being made on the project. A further update will be brought as part of the Quarter 3 performance report at the meeting on 12 March 2013.

The Project remains on programme with no new risks highlighted.

Scrutiny Comments The Flood and Drainage Management Scrutiny Committee considered the consultation draft of the Joint Flood Risk and Drainage Management Strategy on 1 November and supported approval of the Strategy. Pre-decision scrutiny of the final draft of the Strategy was undertaken by the Environmental Scrutiny Committee on 23 November and Members recommended that the Executive approve the Strategy when they consider it

Scrutiny Comments This item was considered as part of the Quarter 2 Performance Report at the 23 November Committee and Members were pleased with the progress of this project. Quarter 3 Performance is being reported to the Committee on 15 February 2013.

The scheme is broadly on plan but the timescales are tight. The District Planning process is on the critical path and could negate early progress with the Link Road Planning Application. However work on the planning application for the Link Road is on track for submission in March 2013. Public consultations within the Planning process will support the application as will ongoing discussions with Statutory Consultees. The adjacent development has stalled and further local authority support (by way of loans) are being considered.

Environmental Scrutiny Committee

Programme

Project progressing to timescales. Executive has approved key sections of Joint Flood Risk and Drainage Management Strategy. Action plan and Common Works Programme on schedule for implementation in April 2013.

Boiler pressure test was signed off in December.Steel erection is almost complete at Boston Waste Transfer Station. Foundations are constructed at Gainsborough WTS. These should be complete in 2013 to allow waste to be delivered to EfW in July.

Highways Transport & Technology Scrutiny Committee

Scrutiny Comments This was considered as part of the Quarter 2 Performance Item at the December Committee. The Committee was satisfied that this project is on track and will receive a further update as part of the Quarter 3 performance report on 11 March 2013.

Scrutiny Comments The Committee considered a report on this project at its meetings on 28 February 2012 and 24 July 2012. The Committee also held a site visit to the proposed location before the meeting on 24 July 2012. An update on the project was included in the Quarter 2 performance report on 27 November 2013 and the Committee was satisfied with the progress of the project. A further update will be provided in the Quarter 3 performance report at the meeting on 12 March 2013.

Economic Scrutiny Committee

Project

8

Activity Name

Overall Summary


Lincoln East West Link Road Phase_1

Lincoln Eastern Bypass

Local Transport Plan

Spalding Western Relief Road

Consultation with key stakeholders has now ended and the draft Plan has been considered by the Highways, Traffic and Technology Scrutiny Committee. Work is progressing on preparing the final Plan for consideration by committee.

Scrutiny Comments This was considered as part of the Quarter 2 Performance Item at the December Committee. The Committee was satisfied that this project is on track and will receive a further update as part of the Quarter 3 performance report on 11 March 2013.

Scrutiny Comments The Committee considered the Draft Plan at its December meeting. The Plan was out for consultation until 14 December 2012. The Committee will undertake pre-decision scrutiny of the Plan on 11 March prior to consideration by the Executive and Full Council.

Scrutiny Comments This was last reported to the Committee as part of the Quarter 2 Performance Item. The project was appearing as red at this time, due to a change in the phasing of the scheme. It was explained to the Committee that Phase 3 was now being progressed before phase 2 is completed and the project will be re-baselined as necessary. Quarter 3 Performance is being reported to the Committee on 11 March 2013.

Since the December 2012 update:- The relevant teams have been identified and fees for Phase 3 work have been agreed;- Work on traffic modelling is ongoing, initial results are due w/c 21.01.13;- Geotechnical desk study has commenced to influence the ground investigation survey;- Legal Services have been engaged to obtain land ownership details;- Steering Group meeting arranged for 05.02.13- A meeting was held with Broadgate Homes (the developer of Holland Park) and South Holland District Council to discuss the construction of Phase One of the relief road, in light of this meeting LCC are reviewing options to support the construction of Phase One of the road. LCC will enter negotiations with Broadgate Homes and discuss potential financing options for Phase One of the western relief road. This will only happen if risk can be reduced and an agreement is in place that would ensure LCC recover costs over a period of time from the developer.

The Secretary of State has granted Conservation Area Consent for the demolition of the heritage buildings. This means that we now have full planning permission. The next steps are completion of design, completion of the land assembly and the side road orders. The project remains on track for a start on site in 2014.

The planning application for the single carriageway has been submitted and validated and is now available for viewing on the planning portal.

Scrutiny Comments At the December Committee it was reported that the Secretary of State for Communities and Local Government had approved the Conservation Area Consent application. An exempt report relating to Side Road and Compulsory Purchase Orders was considered at the January 2013 Committee and the Committee supported the recommendation to the Executive, which is considering the item on 5 February 2013. A further pre-

9

Activity Name

Overall Summary


Integrate Public Health

Review Legal Services Delivery Model

Implement Superfast Broadband

Internal Process Review

Scrutiny Comments The Committee is due to undertake pre-decision scrutiny in relation to this Programme at its meeting on 28 February 2013.

Programme

Health and Wellbeing Board

Invite to tender (ITT) was released on the 29th October; due to delays (of approx 5 weeks) imposed by British Telecom (BT) and Broadband Delivery UK (BDUK); the due date for a response to the ITT is now the 28th January 2013.

There will then be a 2 week analysis period and the preferred supplier will be announced on the 13th February. The contract is then expected to be signed on the 14th March.

The State Aid umbrella agreement has been granted by the European Commission so the UK now has State Aid approval in principle, but individual authorities still need to apply to BDUK for final approval. We are already in contract with BDUK's national competence centre which will asses the our application in order to ensure the application will be up to the expected standard.The pilot project is also progressing and once a few minor State Aid issues are resolved it is expected that a contract can be signed by the end of January.

Outline Business Case has been completed and submitted to the Executive Director for Resources and Community Safety.

All workstreams on track. e-procurement live for PH. NHSL Receiver Organisation Function checklist submitted. Document governance to be tightened during next period. InfoHub training to continue. Date of last Risk update 7/12/12

Programme

Overview and Scrutiny Management

Project

Legal Services Management Board

The project is currently on hold until May 2013 pending release of business analyst resource from other priority work.

Scrutiny Comments Overview and Scrutiny Management Committee has previously expressed an interest in receiving more information about this project as it progresses. An agenda item on this project will be scheduled for a meeting following the County Council election in May.

10

Activity Name

Overall Summary


Pensions Development

Programme

SAP system testing completed and ready for user acceptance testing. Further gap analysis will be undertaken once the team have access to the test version. Briefing sessions have been scheduled around Lincolnshire which will take place during end of January and early February. Communications have gone out through Int_comms and George page authored. Staff will be given further information via a payslip insert in January. A pensions enrolment mailbox has been set up to answer any questions from staff and this is being actively monitored. Schools bulletin article written for publication early in Januarys as well as a letter sent to Headteachers via CfBT.Awaiting contractor information from Procurement to enable the project to assess this group for auto enrolment eligibility.

Scrutiny Comments The introduction of the new Local Government Pension Scheme from April 2014 is a pension fund matter and is the responsibility of the Council's Pensions Committee.

No Scrutiny Committee

11

APPENDIX C: Voice of the Customer Summary Report

1

Voice of the Customer

Quarter 3 2012/13

Summary Report

For the period

1st

October 2012 to 31

st December 2012

Prepared by Helen Johnson

Quality and Performance Analyst Customer Service Centre Ext 0427

2

Contents

1. Purpose of report ......................................................................................... 3 2. Background .................................................................................................. 3 3. Key Statistics for Quarter 3 2012/13 ............................................................ 4

3.1 Complaints (Quarter 2 2012/13 in brackets) ........................................... 4 3.2 Corporate Complaints ............................................................................ 5 3.3 School Complaints ................................................................................. 6 3.4 Adult and Children’s Social Services Statutory Complaints .................... 7

4. Touchstone and Service Led Surveys ......................................................... 8 5. Customer Insight Updates via Touchstone .................................................. 9

5.1 Needs Assessment ................................................................................ 9 5.2 Registrations .......................................................................................... 9 5.3 First Contact ......................................................................................... 10 5.5 Service Led Surveys ............................................................................ 10

3

1. Purpose of report

The purpose of this report is to present a summary of all the various type’s of ‘Customer Feedback’ (Voice of the Customer) made to Lincolnshire County Council from the 1st October 2012 to 31st December 2012.

2. Background

This Voice of the Customer Overview Report for Quarter 3 2012/13 brings together the findings of a range of feedback from across the authority. The report aims to provide a Council wide overview of what our customers are telling us about the services they receive, the complaints they have and the key issues for us to improve upon. Analysis of Voice of the Customer data provide the organisation with a snap shot of its standing with those who are interacting with it, its reputation and the perceived value for money of some of the services it provides. For further information on the ‘Customer Feedback Process’, please contact the Quality & Performance Team on 01522 782427 (ext 0427). The report highlights key issues from the following activities:

Compliments, Comments and Complaints Compliments, Comments and Corporate Complaints are

received and registered onto the Customer Relationship Management (CRM) system at the Customer Service Centre and electronically allocated to the relevant directorate.

Statutory complaints - Relate to Adult Social Care and

Children’s Social Care, and are treated separately by law. The complaints can relate to children in care or customers of Adult Social Care, and can be made by the children or adults themselves.

Schools Complaints - Lincolnshire County Council monitor the

number of schools complaints, as they are, in the main dealt with by the school itself.

Touchstone - A proactive method of engaging with customers

regarding their experience of dealing with the Council. This is a values survey which provides an indication of whether customers trust us, have confidence in what we are doing, feel reassured by our actions and have been treated with respect and dignity.

Service Led Surveys - All surveys taking place within the council are

now required to include 3 standard questions to gain a measure of overall customer experience and perceived value for money.

4

3. Key Statistics for Quarter 3 2012/13

3.1 Complaints (Quarter 2 2012/13 in brackets) Lincolnshire County Council received a total of 274 Complaints in Quarter 3. This represents a decrease of 10 (3.5%) from 284 complaints received in Quarter 2 2012/13.

The total number of Complaints received is broken down as:

Corporate = 105 (112) Schools = 86 (70) Adults Statutory = 52 (59) Children’s Statutory = 31 (43)

A breakdown of the Top 5 reason for Complaints is included on the summary dashboard.

3.12 Compliments (Quarter 2 2012/13 in brackets) Lincolnshire County Council received a total of 110 Compliments in Quarter 3. This represents an increase of 14 (15%) from 96 compliments received in Quarter 2 2012/13.

Corporate = 87 (70) Adults Statutory = 12 (11) Children’s Statutory = 2 (2) Fire and Rescue = 9 (13)

3.13 Comments (Quarter 2 2012/13 in brackets) Lincolnshire County Council received a total of 14 Comments in Quarter 3. This represents a decrease of 10 (42%) from 24 comments received in Quarter 2 2012/13.

Corporate = 14 (24) Adults Statutory = 0 (0) Children’s Statutory = 0 (0) Fire and Rescue = 0 (0)

5

The graph below shows a breakdown of the number of complaints received over the previous Quarters:

The total number of LCC complaints received in Quarter 3 shows a 10% decrease compared to the previous Quarter. Corporate received a 5% decrease; Schools received a 23% increase and Social Care received a 19% decrease. Comparing Quarter 3 of 2011/12 and 2012/13; Quarter 3 of 2011/12 received 275 Complaints with Quarter 3 of 2012/13 receiving 274 (a 0.4% decrease). Corporate received an increase of 49 complaints; Schools received an increase of 4 complaints; Adult Statutory received a decrease of 43 complaints and Children’s Statutory received a decrease of 11 complaints.

3.2 Corporate Complaints

Complaints performance against acknowledgement and response targets were as follows for Quarter 3 (Quarter 2 2012/13 in brackets).

Directorates Total

Received

Target met for 5 day

acknowledgement

5 day % Target met for 10 day response

10 day %

Communities 84 (81) 84 (81) 100% (100%) 84 (81) 100% (100%)

Resources & Community Safety

8 (18) 8 (18) 100% (100%) 8 (13) 100% (72%)

Performance & Governance 4 (1) 4 (1) 100% (100%) 4 (1) 100% (100%)

Children’s Services (Non Statutory)

9 (12) 9 (12) 100% (100%) 8 (11) 89% (92%)

Public Health 0 (0) 0 (0) - 0 (0) -

Total 105 (112) 105 (112) 100% (100%) 104 (106) 99% (100%)

6

The total number of Corporate complaints received in Quarter 3 shows a 6% decrease on the previous Quarter. Communities received an increase of 3 complaints; Resources & Community Safety received a decrease of 10 complaints; Performance & Governance received an increase of 3 and Children’s non-statutory received a decrease of 3 complaints. Public Health received no complaints in Quarter 3 or 2. In Quarter 3 of 2012/13 100% of the Corporate complaints received were acknowledged within 5 working days and 99% responded to within a further 10 working days. The one complaint which was not responded to within 10 days was for Performance Assurance in Children Services. Noticeable trends from the Quarter are:

9 complaints regarding Long Sutton Library proposal 5 complaints regarding possible changes to Lincolnshire Youth

Cello Ensemble 4 complaints regarding parking restrictions 2 complaints regarding changes to opening hours at household

waste recycling centres. 2 complaints regarding wind farm survey

3.3 School Complaints

The authority monitors the complaints regarding schools although issues are generally dealt with by the school itself. Total number of school complaints received this Quarter is 86. This is a 23% increase in the number of complaints received in the previous Quarter when 70 were received. The reason behind this increase is that the schools reopened after the school summer holidays which caused the decrease in Quarter 2. Although the total number of complaints figure has increased this Quarter, when comparing the figures to Quarter 3 2011/12 the figures are very similar, with the present Quarter been slightly higher with 86 where Quarter 3 2011/12 received 82 complaints.

7

14

3

27

13

6

31

3840

11

7

11

1816

64

69

1512

7

3

11 11

18

10

3

12 12 129

2

12 13

5 65

11

1512

4

0

5

10

15

20

25

30

35

40

45

ProceduralIrregularity

Class/SchoolOrganisation

Bullying Issue Allegationagainst OtherSchool Staff

AllegationAgainst

Headteacher

Top 5 School Complaints received 2010/2013

Quarter 42010/11Quarter 12011/12Quarter 22011/12Quarter 32011/12Quarter 42011/12Quarter 12012/13Quarter 22012/13Quarter 32012/13

3.4 Adult and Children’s Social Care Statutory Complaints

Adults and Children’s Social Care received 83 complaints in Quarter 3. This is a 19% decrease compared to Quarter 2 when 102 complaints were received. 3.41 Adult Social Care Adult Statutory Complaints received in Quarter 3 by Area Office: 29 (28) were in relation to PODS (Personalisation and Organisational

Development) 9 (14) were in relation to ASTI (Assessment and Short Term Intervention) 9 (5) were in relation to Learning Disability 3 (5) were Other 1 (1) were in relation to Mental Health Services 1 (0) were in relation to Safeguarding Adults 0 (5) were in relation to Older People 0 (1) were in relation to Physical Disability 0 (0) were in relation to the Customer Relation Unit at the CSC 0 (0) were in relation to Supporting People 52 (59) Total *Quarter 2 in brackets Noticeable trends from the Quarter are:

19 complaints regarding delay in receiving a service. 6 complaints regarding disagree with decision. 5 complaints regarding conduct and attitude of staff. 5 complaints regarding standard of care.

This Quarter, Adult Statutory complaints have decreased by 7 complaints from the previous Quarter. As both Quarter 2 and 3 have reduced, it could be suggested that the changes from the consultation and reorganisation in 2011/12 as well as the re-assessment of moderate users have impacted on

8

both these two Quarters. When comparing the same Quarter for the previous year, Quarter 3 of 2011/12 received 95 complaints compared to 52 in this Quarter, showing a 55% decrease.

3.42 Children’s Social Care Children’s Statutory Complaints received in Quarter 3 by Area Office: 23 (30) were in relation to Children 6 (8) were in relation to Children Looked After 1 (5) were in relation to Children with Disabilities 1 (0) were Other 0 (0) were in relation to Children Access 0 (0) were in relation to Children Family Support 31 (43) Total Noticeable trends from the Quarter are:

20 complaints regarding conduct and attitude of staff. 4 complaints regarding delay in receiving service. 2 complaints regarding breach of confidentiality.

This Quarter, Children’s Statutory complaints have decreased by 12 complaints from the previous Quarter. When comparing the same Quarter of the previous year, Quarter 3 of 2011/12 received 42 complaints compared to 31 this Quarter, showing a 26% decrease.

4. Touchstone and Service Led Surveys

We spoke with 491 customers in Quarter 3, from a variety of services, regarding their experience of their dealings with the Council, using the Touchstone service.

There were 3,915 Service led surveys were conducted in Quarter 3; these included Heritage and Library Services.

Based on the responses to both Service led and Touchstone surveys, the resulting data is extracted from the Corporate Dashboard (Quarter 2 in brackets):

92% (94%) of customers were satisfied with their overall experience when dealing LCC.

92.2% (85.9%) of customers felt that their individual needs had been met.

92.2% (85.9%) telling us that we met their expectations.

The core values, defined by the customer, have scored as follows in Quarter 3 (Quarter 2 in brackets): Respect & Dignity

92.1% (94.5%) feel they are fully treated with respect & dignity 7.7% (3.6%) feel they are partially treated with respect & dignity 0.2% (1.9%) feel they are not treated with respect & dignity at all

9

Confidence

90.2% (91.5%) of customers have confidence in LCC 9.6% (6.3%) of customers have partial confidence in LCC 0.2% (2.2%) of customers have no confidence in LCC

Trust

87.3% (91.4%) of customers fully trust LCC 11.2% (6.2%) of customers partially trust LCC 1.5% (2.4%) of customers do not trust LCC at all

Reassurance

76.5% (90.7%) of customers feel re-assured when dealing with LCC

22.2% (7.6%) of customers feel partially re-assured when dealing with LCC

1.3% (1.7%) of customers do not feel reassured at all when dealing with LCC

5. Customer Insight Updates via Touchstone

5.1 Needs Assessment

A total of 300 surveys were performed for Adult Social Care Needs Assessment Services. Over Quarter 3 the overall service received from Lincolnshire County Council was scored as:

Good & Very Good 87%, Unsatisfactory 3%

Customers have commented on friendly, polite and thorough the assessors are when asking all the questions.

Comments received – Many customers have not been informed as to when the equipment will be arriving.

5.2 Registrations

A total of 89 surveys were performed for the Registration Service. Over Quarter 3 the overall service received from Lincolnshire County Council was scored as:


Customers have commented on how friendly and helpful the staff are and are generally pleased with all aspects of the service. One customer was very impressed at how smoothly everything went, as they have registered deaths in other parts of the country which were not as easy.

Comments received – customers felt that the waiting time to get receive a death certificate was long and found this very distressing. Another customer felt that there were not enough appointments to suit the customer needs.

10

5.3 First Contact

A total of 69 surveys were performed for the First Contact Service. Over Quarter 3 the overall service received from Lincolnshire County Council was scored as:


Customers have been pleased with the service and the advice they have been given. Customers feel more reassured about the safety of their home.

Comments received – customers commented that the service should be advertised more as not a lot of people know about this service.

5.5 Service Led Surveys

3915 service lead surveys were performed by Economy and Culture. 93% of customers rated the overall service as ‘good & very good’ whilst only 0.9% rated it as ‘unsatisfactory’. The breakdown of Economy and Culture services and results for Quarter 3 is as follows:

Heritage – Good & Very Good 96.9%, Unsatisfactory 0.6%

Library – Good & Very Good 95.2%, Unsatisfactory 1.5%

APPENDIX D: Budget Monitoring Report

1

SUBJECT: Budget Monitoring Report 2012/13 REPORT BY: Executive Director of Resources and Community

Safety NAME OF CONTACT OFFICER: Dave Simpson

PURPOSE OF REPORT This report provides an update on spending compared with budgets for the financial year which started on 1 April 2012. The tables in this report show the actual income and expenditure for 9 months of this financial year, along with the projections for spending and a comparison of the projections against the approved budgets. 1. Background 1.1 In summary:

total revenue spending is predicted to be £6.304m less than the total

budget (excluding the projected underspendings on Schools budgets); there is a projected overspending on Adult Social Care of £4.830m; general reserves at the year end are forecast on this basis to be within

the 2.5% to 3.5% range at the upper end, estimated to be at 3.5% of the total budget based on current spending; and

net capital spending is projected to £9.277m more than the approved 2012/13 programme total.

2

DISCUSSION Revenue Table A (Position as at 2 January 2013)

SERVICE CURRENT EXPENDITURE PROJECTED UNDER UNDER

BUDGET OUTTURN OR OVER OR OVER

SPENDING SPENDING

£'000 £'000 £'000 £'000 %

SERVICE BUDGETS

Adult Social Care 133,574 95,551 138,404 4,830 3.6%Public Health 19,205 13,247 19,205 0 0.0%Children's Social Care 42,920 30,341 43,424 504 1.2%Education Services 39,415 23,611 37,113 -2,302 -5.8%Highways and Transportation 48,647 34,984 48,647 0 0.0%Environment, Planning and Customer Services 29,215 19,180 29,215 0 0.0%Economy and Culture 13,380 9,213 13,484 104 0.8%Finance and Resources 17,013 13,807 15,738 -1,275 -7.5%Fire and Rescue 20,535 14,483 20,310 -225 -1.1%Community Safety 18,958 13,132 17,732 -1,226 -6.5%Performance and Governance 23,226 17,151 22,376 -850 -3.7%TOTAL SERVICE BUDGETS 406,088 284,700 405,648 -440 -0.1%

Delegated School Budgets 285,657 202,661 286,786 1,129 0.4%Dedicated Schools Grant -297,815 -214,427 -297,815 0 0.0%Central Services within the Dedicated Schools Budget 42,759 30,423 39,271 -3,488 -8.2%NET SCHOOLS BUDGET 30,601 18,657 28,242 -2,359 -7.7%

OTHER BUDGETS

Contingency 3,879 0 3,879 0 0.0%Capital Financing Charges 69,537 -900 63,673 -5,864 -8.4%Council Tax Freeze Grant -12,625 -6,332 -12,625 0 0.0%Other Budgets -421 415 -421 0 0.0%TOTAL OTHER BUDGETS 60,370 -6,817 54,506 -5,864 -9.7%

TOTAL EXPENDITURE 497,059 296,540 488,396 -8,663 -1.7%

MET FROM

Formula Grant -195,219 -157,079 -195,219 0 0.0%County Precept -253,390 -177,373 -253,390 0 0.0%TOTAL MET FROM -448,609 -334,452 -448,609 0 0.0%

REVENUE BUDGET MONITORING 2012/2013

Adult Social Care 1.2 The forecast outturn indicates an overspend of £4.830m, a decrease of £1.470m over the most recently reported figure. The overspend is a mix of on-going and increasing budget pressures and lower than anticipated savings made against the £18.670m savings programme carried over from 2011/12. 1.3 The table below highlights the impacts of the various overspend and underspend positions reported and additional income on the Adult Social Care budget.

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Overspend Analysis Nov-12 Dec-12 Movement

£m

Older People Services 2.51 2.10 0.41 Physical Disabilities 0.00 0.10 -0.10 LARS 0.29 0.25 0.04 Learning Disabilities 10.20 9.98 0.22 Mental Health 0.45 0.45 0.00 Reablement Funding -2.40 -3.10 0.70 ASC Staffing -0.30 -0.40 0.10 Commissioning -0.45 -0.55 0.10 Other Efficiencies -0.40 -0.40 0.00 Overspend Write-off -3.60 -3.60 0.00 2012/13 Forecast Outturn Overspend 6.30 4.83 1.47

1.4 Key issues within the forecast include:-

Learning Disabilities overspend of £9.980m which has reduced by £0.220m since the last update.

Older Peoples overspend of £2.100m which has reduced by £0.410m since the last report.

Identified pressure within the Physical Disability budget of £0.100m.

The Executive has agreed to write off all of the 2011/12 ASC overspend. The budget assumed having to carry forward a much larger overspend and this has resulted in a £3.600m financial benefit.

The Department of Health have made provision for the council to invest in the transformation of Health & Social Care services. The sum available to the council for 2012/13 combined with the unallocated 2011/12 provision is £10.300m. Current assumptions are that £3.100m of the funding can be used to invest in activity which in initial budget projections had been assumed would require funding from within the base budget. This has increased by £0.700m over the past month as a result of continuing discussions with health partners to explore how best to maximise use of funding available to aid Health & Social Care Transformation and it is anticipated that further opportunities will be identified going forward.

The delivery of further efficiency savings through a variety of Performance Improvement Plan and other one off savings is unchanged from last month totalling £0.400m.

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1.5 Specific service issues include:- Older Persons Commissioned Services 1.6 The projected overspend for Older People has fallen this month to £2.100m, a reduction of £0.410m reflecting the expected impact of winter pressures monies being made available through the Department of Health. 1.7 We continue to see pressure through Residential and Nursing placements as a result of increasing ages of admission and length of stay. In the domiciliary care market we have a new initiative working with care providers to respond rapidly to those increased numbers of people needing higher intensities of support. We are also supporting significant numbers in short term residential care to help people and their carers meet unexpected care crises. 1.8 The winter pressures funding is targeted to help us address these and similar issues over the next few months. Physical Disabilities 1.9 The Physical Disability budget is beginning to see pressure developing and we are now projecting an overspend of £0.100m. Increased selection of Direct Payments to meet care needs continues as people see the benefit of the personalised approach these bring. In addition less people have left the service than at this point in past years. The projection reflects the effect of these two factors. The Local Authority Reablement Service (LARS) 1.10 The implementation of the Performance Improvement Plan (PIP) to address budget pressures continues to have a positive effect on the initial overspend. More effective use of reablement hours in LARS and the restriction of standard maintenance hours being delivered by this service have resulted in a projected overspend of £0.250m, a reduction of £0.050m on the last months reported overspend. Learning Disabilities (LD) 1.11 The Learning Disabilities commissioned services budget is predicted to be £9.980m overspent. 1.12 LD continues to overspend and the above figure includes £0.050m slippage for growth for the remainder of the year. The slippage figure is adjusted each month after all the detailed workings have taken place during the month. This figure may reduce over the next 12 weeks once further detailed information from children’s services, around the transition of service user costs from children’s to adult services, is ascertained.

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1.13 Other key issues leading to the overspend are:

The likely non delivery of £5.100m savings continuing from 2011/12 and targeted at the LD service. Additional work is being undertaken looking at contracts in detail and identifying the providers where savings may still be achieved.

Budget pressures including provision for new placements of £1.600m

including £0.600m for residential placements. This relates to known cases coming through transitions and new packages of care.

We continue to see a significant increase in cases being brought to the panel. This is also for existing packages which are increasing in cost as a result of greater individual needs.

Additional spend on Direct Payments and the full year effect of

increased costs in the supported living service.

There has been low attrition within the service for the nine months of this financial year.

There is also an on-going issue with another local authority which is currently with legal services. The outcome of this may cause costs to increase due to a possible refund and may set a precedent around joint funding on other cases which could cause projected income at year end to reduce.

1.14 In order to fully understand the on-going pressures within the LD service, a base budget review was undertaken between July and October which attempted to establish the full extent of pressures that will impact on the LD budget now and in future years. The resulting “Must Do” list for LD was presented as part of the Leaders Budget Briefing meeting held on 26th November and will form an integral part of the services plan to reduce costs going forward. Community Supported Living (CSL) 1.15 The re-provision of services to those clients provided by the CSL in-house teams is complete. This has resulted in a saving of £0.556m with a full year effect of £1.100m. The transfer of services to independent providers has reduced the nominal hourly rate of providing community services for LD from an average of £18.85 to £12.50. ASC staffing 1.16 The projected underspend within the ASC budget has increased to £0.400m on the original £24.000m budget for ASC Operations compared to last month The commissioning salary budget of £3.500m has also shown an increasing underspend position of £0.300m.

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Mental Health 1.17 The four year CSR savings plan for the provision of the Mental Health service assumed savings of £2.375m. The savings are still envisaged being delivered over the four years of the plan though on a re-profiled basis. Planned savings will now deliver £0.300m this year resulting in a £0.450m overspend in 2012/13. Residential Rates 1.18 The Council set the Usual Cost that it expects to pay for residential services in Lincolnshire earlier in the summer to ensure a supply of service to meet identified need and to enable choice. The cost of implementing the rate over three years is in the region of £4.300m with the increase in costs linked to 2012/13 (£2.000m) being funded by the council’s corporate contingency fund. Costs for 2013/14 and 2014/15 form part of the current budgeting proposals being considered. Day Care 1.19 Savings of £0.928m have been achieved this year through reductions in the hourly rates paid to providers. However the fee structure will not be sustainable in future years. Contracting 1.20 As reported in the previous months report, a small team has been established to review a small number of contracts following an exercise to identify all ASC contracts conducted by Procurement Lincolnshire. The team is tasked with reviewing the agreements identified and making a recommendation on whether to extend, vary or cancel those contracts. 1.21 The exercise has identified 12 contracts that will be reviewed to ensure that services are optimised and deliver value for money for the duration of any extension or variation that may be approved. The team met prior to Christmas, prioritising the contracts in terms of actions required and will meet again over the coming weeks. Children’s Services 1.22 The financial position remains largely unchanged from last month. The projected underspending is largely attributable to the home to school / college transport, with c.£1.000m of that being due to the historic policy of budgeting for 195 transport days each year. 1.23 The DMT remains confident that expenditure will be kept within budget this year. Assistant Directors, Heads of Service and finance staff will continue to meet monthly until the end of the financial year to monitor the Directorate’s financial position and action will be taken to address key issues where necessary.

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Economy and Culture 1.24 Libraries and Heritage are currently projecting an overspend of £0.104m due to the loss of a major tenant at Horncastle College in 2010/11. Some new tenants have since been secured and every effort to minimise the overspend associated with this issue will be made by the service over the coming months. Finance & Resources 1.25 Finance & Resources are projecting a £1.275m underspend. 1.26 Legal Shared Services are currently projecting a £0.635m underspend. It is anticipated that a surplus of £0.550m will be achieved on income plus an underspend on staffing of £0.085m. 1.27 There is a projected underspend of £0.640m in Procurement Lincolnshire, the majority of this is the shared service’s carry forward from previous years that is not planned to be spent this year. Fire & Rescue 1.28 There is a projected underspend of £0.225m, this is due to lower than anticipated retained fire fighter costs. Community Safety 1.29 There is a projected underspend of £1.226m across Community Safety due to:

Business Support are projecting some £0.500m underspend. This is due to having some vacant posts.

The Youth Offending Service is projecting a £0.242m underspend. This is due to expected reductions in the YJB grants that have not occurred this financial year; and

Safer Communities are projecting a £0.484m underspend due to the

development fund not being spent this year; it had been earmarked for any requirements following the election of the Police & Crime Commissioner.

Performance & Governance 1.30 Performance & Governance are projecting to be underspent by £0.850m.

The corporate budget for policy resource is currently projecting to be unspent, £0.400m.

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The corporate budget for community budgets is currently projecting to be underspent by £0.325m.

1.31 LCC wide programmes and projects, and managing workforce change requirements can currently be maintained within available budgets. As previously agreed funding will be sought from the contingency for any overspend if required. Schools Budgets 1.32 An underspending is projected on the centrally held budgets within the Dedicated Schools Grant (DSG). Significant underspendings are projected on some SEN related budgets. As the DSG is a ring-fenced grant the Local Authority is required to consult the Schools Forum on its proposals for using the underspending arising at the end of the financial year. Other Budgets 1.33 Capital Financing Charges are currently projecting an underspend of £5.864m. The Council’s plans to use internal balances to finance some of the capital programme in 2012/13, instead of taking external borrowing. To date £12.000m of external borrowing has been taken with the remaining borrowing required being taken from internal balances. This has reduced the interest payment. Capital financing charges are also lower than originally planned due to slippage in the capital programme which also reduces interest payments on borrowing and increases interest receipts on investments.

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Capital Programme Table B (Position as at 2 January 2013)

Gross Gross Gross Variance Net Net Net Variance

Budget Projection Spend Budget Projection Spend

£’000 £’000 £’000 £’000 £’000 £’000 £’000 £’000Highways and Transportation 0 0 0 0 0 0 0Lincoln Eastern Bypass (Council Contribution)

0 0 0 0 0 0 0 0

Lincoln Eastern Bypass (Developer Contribution)

0 0 0 0 0 0 0 0

Lincoln East-West Link 0 0 0 0 0 0 0 0Spalding Relief Road (Phase ii) 0 0 0 0 0 0 0 0Grantham East-West Link Road 0 0A16/A1073 Spalding to Eye Road -3,106 6,519 1,365 9,625 -3,106 6,519 1,365 9,625Other Road Improvement Schemes 0 0Asset Protection 28,650 28,650 23,445 0 4,612 4,612 4,974 0Integrated Transport 6,762 6,762 4,005 0 2,626 2,626 444 0Other Highways and Transportation 131 131 38 0 131 131 38 0Other Major Schemes 28 28 3 0 28 28 3 0Sub Total 32,465 42,090 28,856 9,625 4,291 13,916 6,824 9,625

Economy and Culture

Broadbank UK (Next Generation Broadband)

415 415 118 0 415 415 118 0

Lincoln Castle Revealed 4,592 4,592 2,382 0 1,599 1,599 2,191 0Other Enterprise Schemes 511 511 207 0 511 511 207 0Sub Total - Enterprise 5,518 5,518 2,707 0 2,525 2,525 2,516 0

Teal Park, Lincoln 7,800 7,800 8,068 0 7,800 7,800 8,068 0Boston Barrier 0 0 0 0 0 0 0 0Other Regeneration Schemes 4,746 4,746 2,558 0 3,973 3,973 2,275 0Sub Total - Regeneration 12,546 12,546 10,626 0 11,773 11,773 10,343 0

Libraries and Heritage 791 791 139 0 355 355 -222 0Sub Total 18,855 18,855 13,472 0 14,653 14,653 12,637 0

Environmental, Planning & Customer

Services

Energy from Waste 67,034 67,034 48,070 0 67,034 67,034 48,070 0Flood Defence 0 0 0 0 0 0 0 0Customer Services 95 95 25 0 95 95 25 0Other Environmental Planning 860 860 143 0 860 860 136 0Sub Total 67,989 67,989 48,238 0 67,989 67,989 48,231 0

Childrens' Services

Devolved Capital 5,165 3,300 2,671 -1,865 3,300 3,300 2,671 0Provision of School Places (Basic Need) 9,833 3,597 2,617 -6,236 3,600 3,597 2,617 -3Schools Condition / Maintenance 847 641 521 -206 647 633 513 -14Modernisation / Condition Capital 14,810 5,537 4,818 -9,273 4,860 4,843 4,575 -17Early Years Sufficiency / Extended Provision

477 575 327 98 477 564 316 87

Schools Access Initiative 200 208 31 8 200 208 31 8Foster Care Capital 330 203 192 -127 330 203 192 -127Short Breaks for Disabled Children 350 113 55 -237 350 113 55 -237Other Children’s Services 814 744 635 -70 814 618 516 -196Lincolnshire Secure Unit 309 304 297 -5 2 -4 -6 -6Lincoln Priory Academies 455 455 250 0 455 455 250 0Skegness Academy 8,560 8,560 5,426 0 2,420 2,420 2,420 0Sleaford St George's Academy 3,502 3,502 3,082 0 3,502 3,502 3,082 0University Academy Holbeach 6,477 4,798 1,877 -1,679 0 0 0 0Other Academies 5,336 5,346 942 10 0 10 792 10Previous Projects and Programmes 2,788 3,287 1,412 499 2,760 3,142 1,412 382Sub Total 60,253 41,170 25,153 -19,083 23,717 23,604 19,436 -113

Adult Social Care

Adult Social Care 2,213 200 403 -2,013 435 200 -1,375 -235Sub Total 2,213 200 403 -2,013 435 200 -1,375 -235

Corporate Services

Property 3,437 3,437 2,363 0 3,437 3,437 2,363 0Property Rationalisation Programme 608 608 128 0 608 608 128 0Property Contingency 0 0 0 0 0 0 0 0Fire & Rescue and Emergency Planning 10,781 10,781 7,219 0 9,642 9,642 6,080 0Sub Total 14,826 14,826 9,710 0 13,687 13,687 8,571 0

Performance and Governance

ICT Related 5,945 5,945 4,253 0 5,945 5,945 4,212 0Sub Total 5,945 5,945 4,253 0 5,945 5,945 4,212 0

Total Programme 202,546 191,075 130,085 -11,471 130,717 139,994 98,536 9,277

Capital Programme

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Highways and Transportation A16/A1073, Spalding to Eye major road improvement. 1.34 Last month this scheme was reported to be £9.625m overspent. This continues to be the case and comprises: Geotechnical failure £4.610m Land and compensation claims £4.614m Risk contingency £0.401m £9.625m 1.35 The Council commenced the process of identifying potential liability with third parties earlier this year, with view to recovering the additional costs incurred by the Council. Queen’s Counsel has been appointed to advise on the claim. The particulars of the claim outlining the Council’s case were served on Jacobs Engineering UK Limited on 25 June 2012 for a claim to the value of £3.743m. A claim for the full overspend value has not been made as professional geotechnical advice suggests that the target cost of the scheme would have increased by £0.867m if the necessary requirements had been incorporated into the original scheme design. The Council is only entitled to claim for the additional cost of failure (ie. £4.610m - £0.867m = £3.743m). 1.36 Jacobs Engineering UK Limited requested a three month stay in proceedings to allow them the opportunity to respond to the claim. Court proceedings were therefore deferred. It has now been agreed to move towards a “without prejudice” mediation in January outside of the more formal legal process. Our precise course of action is dependent on the reaction and approaches Jacobs Engineering UK Limited choose to take. 1.37 Further costs are also being incurred for land and compensation claims associated with the scheme (claims for land compensation can be submitted a year after the road opening with part 1 claims up to 7 years). Those received to date are for a significantly higher value than anticipated. We have also received a challenge over the valuation used for land taken by the scheme which we are dealing with through the Lands Tribunal. Overall there is the potential for the costs associated with land purchase and compensation claims to exceed the original budget by some £4.614m. 1.38 Other costs pressures on the scheme have also now exceeded the risk contingency allowed within the original estimates by £0.401m. 1.39 Although the latest projected figures are considered to be pessimistic, and it is hoped (expected) that the final outturn will be less than that described above, the £9.625m projected overspend reflects the situation as known at this time.

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Energy from waste project 1.40 The graph below shows the agreed construction payment profile over the life of the project for the Energy from Waste Plant.

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1.41 The original schedule of payments for the construction of the Energy from Waste Plant has been amended and the milestone payments have been re-ordered. This will not effect the completion date or the price of the works and services. Adult Social Care 1.42 Current year capital spend is expected to be less than budgeted. As part of the budget setting process Adult Social Care has developed a capital strategy which is linked to the current transformation programme. Underspends in the capital programme this year will be used to fund future elements of Adult Social Care’s capital strategy.

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Capital Financing 1.43 The following table sets out the financing of the net capital programme:

NET CAPITAL PROGRAMME FUNDING

Source of Financing £'000

Revenue Contributions to Capital 12,898 Capital Receipts 5,275 Borrowing 97,707 Capital Grants Reserves 14,837 TOTAL FUNDING 130,717

RECOMMENDATIONS AND NEXT STEPS 1.44 This report is for information. There will be monthly reports to the Informal Executive and Management Board.

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