EA Performs P9 Key Stats

Nov / Period 9 2011-12

Absence Management: Percentage of working days lost for all Educational & Social Service staff, excluding teachers.

2010

6 5 4 3 2

Narrative Absence for November 2011 was 6.07%, well above the Council target of 4%. Within the service, short term absences accounted for 2.4% and long term absences, 3.7%.

The top 3 reasons for absence were Stress/Debility - Personal (26.9%), Operations/Recovery/Treatment (15.7%) and Musculoskeletal (15.4%).

Mar

Feb

Jan

Dec

0

Nov

1 Oct

4.9% 4.7% 5.5% 6.0% 5.1% 5.8% 5.9% 6.1%

Sep

6.3% 6.2% 5.7% 6.2% 4.6% 4.9% 4.7% 5.4% 5.6% 6.2% 5.3% 5.0%

7

Aug

6.8% 4.4% 3.6% 4.9% 5.4% 5.8% 5.9% 4.8% 4.5%

4.8% 5.1% 4.4% 6.2% 4.2% 5.6% 6.2% 7.5% 6.8% 7.3% 7.3% 7.0%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action Absence continues to be monitored monthly on a service by service basis through Executive Director and Head of Service one to ones and through the Departmental Management Team and includes reviewing levels of absence, reasons for absence, completion of absence review meetings and referrals.

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Absence Management: Percentage of working days lost for all Finance & Corporate Support staff.

2010

5 4 3 2

Narrative Absence for November 2011 was 4.7%, an increase from previous months and above the Council target of 4%. Within the service, short term absences accounted for 2% and long term absences, 2.7%. The top 3 reasons for absence were Stress/Debility Personal (19.3%), Operations/Recovery/Treatment (16.4%) and Stomach/Abdominal (10.1%).

Mar

Feb

Jan

0

Dec

1

Nov

5.3% 4.1% 4.1% 3.9% 4.3% 4.3% 4.4% 4.7%

Oct

4.3% 3.7% 3.4% 3.1% 3.0% 3.2% 4.0% 3.9% 5.2% 4.0% 3.2% 4.0%

Sep

1.5% 2.5% 2.9% 3.9% 2.7% 4.3% 3.6% 4.0% 2.8% 3.4% 3.0% 2.4%

6

Aug

3.7% 4.2% 4.3% 4.7% 4.2% 2.8% 3.1% 4.7% 5.3% 3.6% 3.1% 2.7%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action Absence continues to be monitored monthly on a service by service basis through Executive Director and Head of Service one to ones and through the Departmental Management Team and includes reviewing levels of absence, reasons for absence, completion of absence review meetings and referrals.

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Absence Management: Percentage of working days lost for all Neighbourhood Services staff.

2010

5.8% 6.0% 5.6% 5.4% 4.8% 5.1% 5.0% 5.1%

6 5 4 3 2

Narrative Absence for November 2011 was 5.1%, consistent with previous months and above the Council target of 4%. Within the service, short term absences accounted for 2.5% and long term absences, 2.6%. The top 3 reasons for absence were Musculoskeletal (16.3%), Operations/Recovery/Treatment (11.8%) and Stress/Debility - Personal (8.3%).

Mar

Feb

Jan

Dec

Nov

0

Oct

1 Sep

5.2% 5.7% 5.3% 5.7% 5.8% 6.1% 6.5% 6.1% 6.7% 6.2% 5.5% 5.3%

7

Aug

4.5% 4.5% 5.7% 6.0% 5.5% 7.2% 6.7% 4.9% 5.1%

4.8% 5.4% 4.7% 6.1% 6.4% 7.0% 6.0% 6.1% 6.7% 5.8% 5.6% 5.0%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action Absence continues to be monitored monthly on a service by service basis through Executive Director and Head of Service one to ones and through the Departmental Management Team and includes reviewing levels of absence, reasons for absence, completion of absence review meetings and referrals.

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Domestic Noise Complaints: Average time (hours) between complaint and site visit (Antisocial Behaviour Act) 2010

1.4 1.2 1.0 0.8 0.6 0.4

Mar

Feb

Improvement Action

Narrative indicator driven by service requests received

Jan

0.0

Dec

0.2 Nov

0.8 0.9 0.7 1.0 1.0 1.4 1.0 0.9

Oct

0.8 0.9 0.7 0.7 0.7 0.6 0.8 0.9 0.8 0.9 0.8 0.9

Sep

0.8 0.8 0.9 0.6 0.6 0.7 0.6 0.5 0.8 0.7 0.5 0.6

1.6

Aug

0.4 0.6 0.4 0.5 0.5 0.6 0.7 0.6 0.6 0.7 0.6 0.7

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

None

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Trading Standards Complaints: Percentage of consumer complaints completed within 14 days.

2010

65.1% 52.2% 73.9% 69.4% 75.5% 58.8% 53.4% 68.9%

90 80 70 60 50 40 30 20

Narrative The percentage of consumer complaints completed within 14 days was 68.9% for the month of November. This is an improvement on previous months where performance has decreased, although it is still below the target of 74%.

Mar

Feb

Jan

Dec

0

Nov

10 Oct

74.4% 78.8% 65.9% 78.0% 83.8% 77.1% 83.3% 82.4% 91.2% 81.6% 79.1% 74.0%

Sep

68.1% 66.2% 59.5% 62.3% 60.7% 68.0% 74.2% 69.4% 54.2% 64.5% 74.5% 80.2%

100

Aug

64.8% 71.7% 58.6% 57.7% 56.3% 70.4% 62.4% 72.7% 67.9% 62.7% 64.9% 69.5%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action No improvement action is proposed at this time, however, performance will continue to be monitored to ensure that performance continues to improve.

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Benefit Administration: Average time taken to process new claims and change events.

2010

18 16 14 12 10 8 6 4

Narrative

Mar

Feb

Jan

0

Dec

2 Nov

15.6 17.1 16.3 13.2 14.1 15.7 15.6 15.8

Oct

14.1 10.5 13.2 12.1 13.6 18.1 16.7 15.6 13.7 16.3 13.9 11.9

Sep

10.1 14.0 12.5 14.9 12.4 14.2 9.4 13.1 14.9 12.3 4.3 10.9

20

Aug

16.4 13.8 15.2 13.2 14.3 16.6 20.6 16.3 16.0 19.4 14.4 13.1

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action

Just below target but acceptable considering resource available.

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Benefit Administration: Percentage of claims processed accurately.

2010 100

0.0% 0.0% 91.0% 96.2% 88.3% 93.6% 94.2% 94.0%

90 80 70 60 50 40 30 20

Narrative

Mar

Feb

Jan

Dec

Nov

Oct

0

Sep

10 Aug

95.2% 97.9% 99.4% 97.6% 96.6% 98.6% 97.7% 93.7% 93.8% 90.0% 95.1% 93.1%

2011/12

Jul

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2010/11

Jun

2009/10

May

2008/09

Apr

Period

2011

Improvement Action

Continuing to meet target.

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Benefit Administration: Percentage of claims processed within 14 days.

2010 100

86.0% 80.0% 91.9% 85.8% 79.3% 79.1% 81.2% 85.0%

90 80 70 60 50 40 30 20

Narrative

Mar

Feb

Jan

Dec

Nov

Oct

0

Sep

10 Aug

78.6% 88.7% 92.3% 94.4% 93.5% 89.1% 77.2% 82.4% 85.6% 80.1% 83.5% 77.9%

2011/12

Jul

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2010/11

Jun

2009/10

May

2008/09

Apr

Period

2011

Improvement Action

Within acceptable range.

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Council Tax: Percentage of Council Tax received.

2010

10.8% 19.8% 28.4% 35.9% 40.9% 49.7% 58.6% 67.7% 76.6%

90 80 70 60 50 40 30 20

Narrative

Period 13

Period 12

Period 11

Period 10

Period 9

0

Period 8

10 Period 7

10.8% 19.8% 28.4% 37.1% 40.8% 53.7% 58.7% 67.8% 76.9% 84.0% 91.1% 92.6% 94.2%

Period 6

10.8% 19.7% 28.2% 37.0% 45.0% 49.7% 58.7% 67.9% 76.8% 85.4% 91.0% 91.8% 94.1%

100

Period 5

10.9% 19.5% 28.1% 36.7% 44.6% 49.3% 58.4% 67.5% 76.7% 85.2% 91.0% 93.8% 94.1%

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2008/09

Period 1

Period

2011

Improvement Action

Our recovery timetable and mail are completely up to date. However, the DWP and our own Benefits team have a backlog at present and this is starting to have an impact on the collection figure. Meetings have taken place with the DWP but they are not in a financial position to put further resources into this work. Unfortunately, due to our high level of benefit claimants we are more affected by this situation than other Local Authorities. Kilmarnock DWP now process applications for East Ayrshire, North Ayrshire, South Ayrshire, East Renfrewshire and Dumfries & Galloway.

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Invoices: Percentage paid within 30 calendar days of receipt.

2010

94.1% 82.4% 82.4% 88.6% 84.3% 86.9% 89.7% 91.2% 87.9%

90 80 70 60 50 40 30 20

Period 13

Period 12

Period 11

Period 10

Period 9

0

Period 8

10 Period 7

85.1% 88.4% 86.2% 82.0% 86.1% 85.1% 88.5% 83.2% 85.8% 89.8% 71.5% 86.7% 88.1%

Period 6

87.8% 93.6% 86.5% 81.4% 88.2% 80.1% 75.6% 82.9% 87.6% 63.8% 47.0% 85.1% 82.2%

100

Period 5

89.0% 88.8% 75.6% 83.5% 86.4% 85.6% 84.0% 80.6% 83.1% 83.9% 55.0% 84.4% 92.2%

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2008/09

Period 1

Period

2011

Improvement Action

Narrative Continue to monitor.

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Homelessness: Number of people assessed as homeless or potentially homeless 2010

60 50 40 30 20

Narrative

Period 13

Period 12

Period 11

Period 10

Period 9

0

Period 8

10 Period 7

50 32 46 43 50 62 40 38 46

Period 6

59 44 68 63 49 49 45 46 47 34 51 41 53

70

Period 5

70 42 55 44 49 51 46 45 53 27 32 68 76

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2008/09

Period 1

Period

2011

Improvement Action

The level of homeless assessments undertaken is affected by the level of presentations to the Housing Options Team. It should be noted that with all cases presenting as homeless there is a process time lag. Cumulative homeless assessments as at P9 2011/12 are 413, down from 470 for the same period in 2010/11. The average number of homeless assessments at P9 2011/12 is 45.8 compared to 52.2 in 20010/11. All clients identified as not being homeless at the time of presentation are provided with information and advice to prevent homelessness.

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Homelessness: Percentage of repeat homelessness within one year 2010

10.0% 3.3% 13.0% 9.3% 8.0% 5.2% 7.5% 2.6% 4.3%

12 10 8 6 4

Narrative

Period 13

Period 12

Period 11

Period 10

Period 9

Period 8

0

Period 7

2 Period 6

4.9% 3.7% 4.6% 5.0% 4.2% 11.9% 4.3% 10.9% 10.6% 2.9% 5.9% 7.3% 7.5%

14

Period 5

10.0% 9.0% 7.8% 9.9% 10.0% 9.3% 9.2% 9.8% 10.0% 10.3% 9.9% 9.5% 9.6%

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2008/09

Period 1

Period

2011

Improvement Action

This figure fluctuates throughout the year and can be affected disproportionally by a relatively small number of repeated homeless representations. The current cumulative repeat homeless rate at P9 is 7.5% compared to 10.6% at P9 in 2010/11.

The current cumulative repeat homeless figure is the same as the 2011/12 target of 7.5%. Housing teams will continue to work with tenants recently housed to ensure that they are able maintain their tenancies.

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Housing Lets: Percentage of re-lets within 4 weeks.

2010 50 45 40 35 30 25 20 15 10

Narrative

Period 13

Period 12

Period 11

Period 10

Period 9

0

Period 8

5 Period 7

45.1% 35.0% 37.3% 38.0% 33.9% 32.8% 32.6% 31.0% 29.8%

Period 6

31.6% 32.2% 37.6% 41.6% 50.0% 40.3% 19.8% 27.1% 28.6% 32.7% 14.4% 29.6% 26.8%

55

Period 5

48.6% 42.6% 39.8% 39.8% 43.1% 41.8% 40.9% 40.0% 41.2% 39.9% 37.7% 36.7% 36.8%

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2008/09

Period 1

Period

2011

Improvement Action

The percentage of properties re-let within 4 weeks in P9 2011/12 was 28.90%, which is lower than the 2010/11 year end performance of 32.6% and below the 2011/12 target which is set at 35%. Current performance is lower than the 2009/10 year end of 36.9%, the 2008/09 year end figure of 43.4% and the 2007/08 year figure of 46.3%.

Analysis indicates that a significant proportion of re-lets which missed the 4 week target were re-let in 5 to 8 weeks (37.2%). A further analysis of the 5 to 8 week band shows that 12.8% of properties were let in 5 weeks, 10.7% in 6 weeks, 8.1% in 7.8 weeks and 5.8% in 8 weeks. Additional work will be undertaken to return a significant proportion of the properties being re-let in 5 to 8 weeks to under the 4 week threshold. A reconfiguration of resources to carry out void repairs has been put in place.

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Repairs: Percentage of housing repairs completed on the first visit.

2010

96.2% 95.4% 95.0% 94.9% 94.6% 94.5% 94.2% 95.8% 95.9%

90 80 70 60 50 40 30 20

Narrative

Period 13

Period 12

Period 11

Period 10

Period 9

Period 8

0

Period 7

10 Period 6

93.5% 92.8% 92.4% 93.1% 92.9% 93.6% 94.9% 92.8% 93.0% 94.7% 93.5% 93.6% 93.2%

100

Period 5

94.6% 94.6% 94.0% 94.8% 93.9% 95.2% 94.7% 94.2% 93.7% 96.2% 94.0% 94.4% 92.7%

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2008/09

Period 1

Period

2011

Improvement Action

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Leisure Services: Number of visitors to all leisure facilities 2010

160,000 140,000 120,000 100,000 80,000 60,000 40,000

Narrative

Period 13

Period 12

Period 11

0

Period 10

20,000 Period 9

26,968 149,663 160,314 161,646 165,641 147,254 140,510 149,862 143,727

Period 8

17,086 138,023 146,981 148,229 142,218 144,422 141,888 161,910 144,990 119,282 118,977 148,467 158,547

Period 7

26,822 119,424 114,555 122,607 132,410 123,309 115,311 130,700 117,552 88,003 98,328 118,271 145,923

Period 6

31,297 74,264 56,433 68,527 83,047 66,765 64,100 74,482 65,130 49,953 61,205 67,205 69,186

180,000

Period 5

Period 1 Period 2 Period 3 Period 4 Period 5 Period 6 Period 7 Period 8 Period 9 Period 10 Period 11 Period 12 Period 13

2011/12

Period 4

2010/11

Period 3

2009/10

Period 2

2008/09

Period 1

Period

2011

Improvement Action

Visits to East Ayrshire Leisure Services facilities are up by 4.5% at 1,240,921 in year to date in 2011/12 compared to 1,185,747 in the same period in 2010/11. This has been achieved through an innovative and extensive programme of events and activities for residents and visitors.

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Street Lighting: Percentage of repairs completed within 7 days.

2010

96.8% 99.5% 99.2% 96.0% 95.9% 95.8% 96.5% 97.4%

90 80 70 60 50 40 30 20

Narrative

Mar

Feb

Jan

Dec

0

Nov

10 Oct

94.8% 99.1% 98.7% 98.7% 99.1% 99.6% 98.2% 99.5% 92.1% 98.0% 99.6% 95.8%

Sep

96.7% 96.9% 98.3% 99.8% 100.0% 98.4% 96.1% 98.8% 98.6% 98.9% 99.5% 98.9%

100

Aug

96.7% 94.8% 98.8% 99.6% 95.9% 97.9% 98.7% 96.4% 93.4% 95.5% 98.0% 98.8%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action

Performance improved to its highest level since June this year. While the number of repairs has increased as would be expected for winter, the figure is around 15% less than for the same period last year.

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Planning Applications: Percentage of householder planning applications determined within two months.

2010

100 80 60 40

Narrative The percentage response has increased in comparison to the previous month.

Mar

Feb

0

Jan

20

Dec

35.3% 53.3% 73.7% 41.7% 46.0% 62.5% 52.0% 61.5%

Nov

78.8% 92.0% 83.3% 88.5% 86.4% 73.3% 96.3% 83.3% 100.0% 93.8% 100.0% 100.0%

Oct

64.3% 70.5% 77.8% 76.9% 46.7% 38.5% 51.9% 86.7% 78.3% 52.2% 73.6% 68.6%

Sep

65.0% 75.7% 84.2% 48.1% 43.0% 30.0% 47.8% 23.1% 23.1% 47.6% 31.9% 39.4%

120

Aug

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action An action plan has been developed to review the planning application processes from receipt to determination. This review shall identify the bottle necks within the application validation and assessment process and service improvements will be developed to eliminate these issues and increase performance.

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Planning Applications: Percentage of non-householder planning applications determined within two months.

2010

26.5% 27.5% 53.5% 55.0% 53.7% 47.4% 23.9% 41.9%

60 50 40 30 20

Narrative The percentage response has increased in comparison to the previous month.

Mar

Feb

Jan

Dec

0

Nov

10 Oct

63.6% 45.5% 60.0% 50.0% 65.5% 48.5% 49.0% 43.5% 57.1% 58.3% 48.6% 55.2%

Sep

27.8% 44.6% 41.2% 46.5% 25.0% 17.6% 22.2% 50.0% 32.3% 40.0% 13.5% 72.5%

70

Aug

37.5% 51.6% 41.1% 34.7% 28.0% 10.8% 31.4% 14.8% 14.8% 21.4% 32.3% 20.0%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action An action plan has been developed to review the planning application processes from receipt to determination. This review shall identify the bottle necks within the application validation and assessment process and service improvements will be developed to eliminate these issues and increase performance.

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Attendance: Pupil Attendance Rates.

2010

93.2% 93.2% 93.0% 0.0% 95.0% 94.8% 94.4% 94.4%

90 80 70 60 50 40 30 20

Narrative Attendance for the month of November was 94.4% ranging from 92.5% in secondary schools to 96.0% in primary schools. These figures are in line with similar reporting periods and reflect the patterns of attendance over the course of the school session.

Mar

Feb

Jan

Dec

0

Nov

10 Oct

92.9% 93.0% 92.8% 0.0% 94.3% 94.7% 94.5% 94.0% 93.3% 93.1% 93.2% 93.2%

Sep

93.4% 93.6% 93.5% 0.0% 95.3% 94.2% 93.3% 93.4% 93.0% 92.8% 92.9% 92.9%

100

Aug

93.0% 93.1% 93.2% 0.0% 96.2% 94.9% 94.2% 94.2% 93.8% 93.5% 93.4% 93.4%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action Schools must remain vigilant in monitoring attendance in partnership with parents/carers.

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Exclusions: Number of exclusion incidents.

2010

100 80 60 40

Narrative Exclusions in November are at their second lowest level over the past 5 years. This is also the case for Openings Lost. Exclusions per 1000 as well as Openings Lost per 1000 are also at their second lowest November level in the past 5 years.

Mar

Feb

Jan

0

Dec

20

Nov

12 83 51 0 50 58 78 104

Oct

35 72 72 0 42 85 52 115 41 103 56 77

Sep

34 97 58 0 28 84 56 86 49 85 68 137

120

Aug

36 70 86 0 24 76 70 123 51 94 85 150

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action Schools should continue to implement positive behaviour strategies and restorative practices to ensure that all children and young people benefit from strong personal discipline and a commitment to their learning.

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Children Reporter: Percentage of reports submitted to SCRA by the due date.

2010

54.8% 52.6% 52.4% 48.4% 68.8% 63.6% 84.9% 91.0%

90 80 70 60 50 40 30 20

Narrative

Mar

Feb

Jan

Dec

0

Nov

10 Oct

82.5% 64.0% 45.0% 69.0% 60.5% 31.8% 63.0% 76.7% 84.0% 81.0% 95.2% 61.5%

Sep

17.3% 23.9% 22.6% 42.9% 16.7% 47.6% 37.5% 46.9% 41.9% 45.7% 33.3% 58.5%

100

Aug

21.7% 18.2% 18.9% 16.7% 15.6% 30.8% 15.5% 12.9% 15.4% 64.0% 18.2% 13.5%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action

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Homecare: Percentage of homecare clients aged 65+ receiving Personal Care.

2010

100 80 60 40

Narrative

Mar

Feb

Jan

0

Dec

20

Nov

97.9% 98.0% 97.8% 98.2% 96.8% 98.1% 100.0% 98.0%

Oct

97.0% 97.6% 97.7% 97.7% 97.5% 97.8% 97.8% 97.7% 97.8% 97.6% 97.8% 98.2%

Sep

95.5% 95.9% 95.8% 95.9% 95.9% 95.9% 96.4% 96.6% 96.6% 96.6% 96.6% 97.0%

120

Aug

92.8% 93.1% 93.4% 93.8% 94.0% 95.6% 94.3% 94.5% 94.5% 94.7% 95.0% 95.2%

2011/12

Jul

2010/11

Jun

2009/10

May

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2008/09

Apr

Period

2011

Improvement Action

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