Performance Improvement Plan 2021/22 Progress Report - April to June 2021
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Mid and East Antrim Borough Council 1-29 Bridge Street Ballymena BT43 5EJ T: 0300 1245 000 E: enquiries@midandeastantrim.gov.uk W: www.midandeastantrim.gov.uk
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Contents 1.0 Performance Improvement Plan 2021/22
4-7
2.0 Quarter One Performance Summary
8-9
3.0 Performance Improvement Objectives 2021/22
10-21
4.0 Statutory Key Performance Indicators
22-23
5.0 Performance Improvement Plan 2021/22 Summary Table
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1.0 Performance Improvement Plan 2021/22 The Local Government Act (Northern Ireland) 2014 put in place a framework to support continuous improvement in the delivery of council services. The Act requires councils to set one or more improvement objectives each year and to have appropriate arrangements in place to achieve those objectives. The COVID-19 pandemic has had a substantial impact on our citizens and local businesses and Council are proactively working to minimise longer term implications. For this financial year 2021/22, Council is focused on recovering and adapting to the ‘new normal’, in addition to improvement.
Strategic effectiveness
Fairness
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Quarter One Review 2021/22
Service quality
Our Performance Improvement Plan explains what we hope to achieve, how we plan to do it and how our citizens will be better off as a result. It does not detail every improvement we intend to deliver, but focusses on the key areas identified for improvement through Community and Corporate Planning processes, stakeholder engagement and research analysis. After a period of consultation, we agreed six improvement objectives for 2021/22, focusing on seven key improvement areas:
Service availability
Sustainability
Efficiency
Innovation
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Our Improvement Objectives 2021/22 1. Grow the economy and create jobs. 2. Support the communities within the historic conservation area of Carrickfergus, contributing to the sustainability of the local economy. 3. Reduce the impact of poverty through the delivery of a Slow Cooker programme.
4. Improve customer engagement and service delivery by enhancing our use of information technology. 5. Development of Sullatober Household Recycling Centre. 6. Autism Friendly Mid and East Antrim.
We have outlined our progress towards meeting our objectives as follows: Green | Achieved / On track Amber | Delayed but progressing Red | Not achieved / Stopped Grey | Not due yet / Not available 06 |
Quarter One Review 2021/22
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2.0 Quarter One Performance Summary
Key Achievements to Note
We monitor our performance through a series of outcomes and indicators. The outcomes are statements of what we want to achieve for our citizens.
134
21 Outcomes April – June 2021
The indicators are the means by which we measure our progress towards achieving our outcomes. Our results for this quarter are outlined below.
25 Indicators April – June 2021
knowledgeeconomy jobs at Ecos Innovation Centre.
29 jobs promoted &
47 business plans created through the ‘Go For It’ Programme.
86% of outcomes are on
40% of indicators are on
track / achieved.
track / achieved.
14% are either not yet
4% are delayed but
available or not yet due.
Automated Call System launched in Waste Department.
Site works commenced at
Sullatober Household Recycling Centre.
6 Autism Impact Awards for Council venues.
Sensory Garden & Trail launched
140 staff
5 Autism
members completed ‘Just a Minute’ (JAM) training.
AwarenessRaising sessions.
at Ecos Ballymena.
8 eligible properties received CTHI funding.
progressing.
56% are either not yet available or not yet due.
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Quarter One Review 2021/22
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3.0 Performance Improvement Objectives 2021/22
Our aim
Grow the economy and create jobs
? Why?
• You told us that ‘investment to grow the economy, create jobs and attract tourists’ was one of the most important forms of investment for Council (Household Survey 2018). • There were approximately 1,300 jobs lost in Mid and East Antrim during 2019.
The promotion of new jobs in the borough by successfully delivering the ‘Go for It’ Programme.
29 jobs have been promoted and 47 business plans finalised up to the end of June 2021.
The growth of new industry sectors by being a Centre of Excellence for start-ups, spin-outs and social-economy businesses within the Ecos Innovation Centre.
Council remains on target for both knowledge-economy jobs and centre rental income. Two new companies have recently located to the Ecos Innovation Centre.
Outcomes
Planning figures for April-June 2021 are due for release in September.
What you will see
Delivery of an effective and efficient Planning Service to maximise economic development.
• Director of Development Who is responsible?
125 knowledge-economy jobs created in Ecos Innovation Centre by March 2022.
134 jobs as at end June 2021.
£95,000 in rental income from Ecos Innovation Centre by March 2022.
A reconciliation completed up to the end of May 2021 confirms that Council remains on target. Two companies availed of rent deferral which will be pursued when the outcome of a Covid-19 government grant for tenants is confirmed. The grant will afford tenants the cash flow to repay the rent deferral to Council.
Major Planning applications processed within an average of 30 weeks by March 2022.
70% of planning enforcement cases concluded within 39 weeks by March 2022.
Quarter One Review 2021/22
The draft Local Development Plan Strategy was submitted to the Department for Infrastructure in March 2021. The Planning Appeals Commission (PAC) has commenced the Independent Examination (IE) process, and has requested a copy of the Draft Plan Strategy and supporting evidence from Council. The next step will be the release of the IE timetable by the PAC following their analysis of Council’s submission.
29 jobs as at end June 2021.
Local Planning applications processed within an average of 15 weeks by March 2022.
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Year-end figures for the 2020/21 financial year are verified and published. Council achieved two of the three statutory planning targets.
120 jobs promoted through the ‘Go for It’ Programme by March 2022.
Indicators How we will measure progress
How are we doing so far this year?
Quarter one figures for all three planning indicators will be available in September 2021, and will be published in the sixmonth update report.
Objective: Support the communities within the historic
Our aim
conservation area of Carrickfergus, contributing to the sustainability of the local economy
? Why?
Up to 10 buildings of historical and architectural interest restored (including 8 existing awarded schemes), through the Townscape Heritage Initiative, with Council and National Lottery Heritage Fund grant assistance, by March 2022 or beyond. *¹ *³
• Carrickfergus Castle is a key landmark and popular visitor attraction. • Significant factory closures, changes in buying habits and proximity to Belfast have led to a decline in Carrickfergus’ traditional town centre economy.
• Director of Development
8 eligible properties have received Letters of Offer. 3 buildings are successfully complete; the restoration of a further 5 is underway. In May 2021, the National Lottery Heritage Fund approved a request for additional funding to support the restoration of two further buildings. Council are currently working with two property owners to complete their applications.
A booklet to complement the ‘Women in Carrickfergus Gaol Research Project’ has now been printed. The Carrickfergus Lego Exhibition will take place in December 2021. These activities are assisted by the Museums Service, and were both carried forward from 2020/21.
Outcomes What you will see
How are we doing so far this year?
The local community will have a better understanding of built heritage.
Who is responsible?
A further project will replace the Family Heritage Day, also scheduled for 2020, through participation in the European Heritage Open Days this September. This project will consist of a guided tour and film, featuring previously unseen footage of historic buildings. A booklet will be produced in the closing stages of the project to record key achievements.
Indicators How we will measure progress
Increased inward investment and local employment opportunities related both directly and indirectly to heritage and tourism growth.
At least 25 construction jobs have been supported on the Townscape Heritage Initative schemes. The number of jobs created will be established on project completion.
Up to 2 new grants awarded by March 2022 or beyond, to be measured in line with revised programme timescales.*²
2 applications are currently in development.
Education Programme completed by March 2022.
3 projects carried forward from 2020/21 are either completed or scheduled for later this year. New resources continue to be uploaded online, including the newly digitised Carrickfergus 1600-1800 Town Records.
Increased town centre footfall by March 2022 or beyond.*³
Footfall counters are in place and will be evaluated at the end of the project.
Lower levels of town centre vacancy by March 2022 or beyond.*³
Town centre occupancy levels will be evaluated at the end of the project.
Increased floor space for retail, commercial or residential use by March 2022 or beyond.*³
So far, the total vacant floor space restored and converted for reuse is 249m² (195m² for retail/commercial use and 54m² for museum/culture space). Ten new residential apartments are due for delivery by March 2022 or beyond.
*1 The full impact of COVID 19 on the overall programme and budget is as yet unknown. There are anticipated delays in programme arising from the management of construction projects within safe distancing guidelines. Programme delays are likely to incur additional project costs, bringing additional pressure on THI budget and the availability of grant across THI properties. *2 The principal funder, National Lottery Heritage Fund, have further offered flexibility over the proposed new grant expiry date of March 2022 during this period of uncertainty. *3 A full evaluation will take place at the end of the project and will inform future town centre regeneration initiatives. Indicator will be measured in line with revised programme timescales.
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Quarter One Review 2021/22
Reduce the impact of poverty through the delivery of a Slow Cooker programme. • In 2018/19, 16% of NI citizens were living in absolute poverty.*4
? Why?
• 3% of NI households had not eaten a substantial meal at least one day in the last fortnight due to a lack of money.*5 • Households experiencing food poverty often struggle to access a nutritionally adequate diet, which impacts on health & wellbeing.
Outcomes
Our aim
How are we doing so far this year?
A “Slow Energy Efficient” cookbook for households to prepare low cost enjoyable and nutritious meals.
The cookbook, which is currently being designed, will provide recipes for a variety of tasty, nutritious and low-cost meals, soups and desserts. This resource will be available online and in limited numbers of hard copy.
Delivery of free slow cookers to vulnerable households.
Council will be engaging with community-based groups in August and September, with the aim of distributing 50 slow cookers to vulnerable households by the end of the year.
A series of fun and interactive virtual demonstration sessions for using a slow cooker.
Demonstrations will commence in September, and will initially be delivered virtually, in line with COVID restrictions. The sessions will be aimed at those who may struggle to make healthy food on a budget.
“Slow Energy Efficient” cookbook launched by the end of July 2021.
Following a slight delay, the online launch of the cookbook is due in August.
What you will see
• Using slow cookers is a simple way to make healthy, nutritious meals at low cost.
6 demonstration sessions by the end of March 2022.
• Director of Community Who is responsible?
Indicators How we will measure progress
50 slow cookers provided to vulnerable households by the end of March 2022.
These activities will be completed between September 2021 and March 2022.
At least 70% of attendees state that they are now confident to produce healthy, nutritious meals using a slow cooker.
*4 https://www.communities-ni.gov.uk/system/files/publications/communities/ni-poverty-bulletin-201819.pdf *5 Department of Health, 2018
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Quarter One Review 2021/22
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Improve customer engagement and service delivery by enhancing our use of information technology
Our aim
Implementation of our Digital Transformation Strategy, to include:
• Our services will be more effective and efficient, providing greater satisfaction and value for money for ratepayers.
? Why?
How are we doing so far this year?
A redesign of the Council website developed from user experience feedback (Phase two).
Council’s aim is to develop a new and more user-friendly website that will encompass all our various services. Work is underway to identify our requirements before commencing procurement.
Automated Customer Call System.
Council’s new automated call system has been successfully implemented in our Waste Department, providing residents with a 24-hour service, which isn’t restricted to our normal operating hours. So far, a quarter of all calls made to the department have been effectively managed through the system, including two thirds of all ‘Chat Bot’ queries. New areas for roll-out are currently being explored.
Digital transformation of at least one customer facing service.
A new ‘Visitor Pass’ system will be trialled in Council’s Ardeevin building this August, allowing visitors to digitally alert Council of their arrival to reception. Additional areas for roll-out are currently being identified.
Deliver ‘Community Centre Digital Connectivity’ via Full Fibre NI.
Citizens and businesses will soon be able to access highspeed, secure WiFi at all Council community centres. Onsite surveys have been undertaken by Council’s supplier, with fibre connections due for installation this autumn.
Council Procurement Portal
Council’s new procurement system is configured and is currently being tested. This system will support a much more efficient and effective tendering process, allowing for the monitoring of progress, enabling direct engagement with suppliers, as well as the storing of details for reuse.
A minimum of 5 digital projects completed by March 2022.
All projects are on track for successful completion.
• Digital Transformation will lead to improved management reporting and will support better and more informed decisionmaking. • In our recent Household Survey (2018), 39% of residents said they would like to be able to report a problem online, 37% would like to book activities, 27% would like to buy tickets and 22% would like to pay bills. Outcomes What you will see
• Director of Corporate Services Who is responsible?
Indicators How we will measure progress
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Quarter One Review 2021/22
Objective:
Development of Sullatober Household Recycling Centre
Our aim
A more effective and efficient service with increased customer satisfaction and value for money for ratepayers.
• Sullatober Household Recycling Centre (HRC) has been identified as a site in need of redevelopment.*6
? Why?
• The new site will increase recycling, improve efficiency of waste compaction and haulage, introduce new material streams for recycling and re-use and reduce the carbon footprint of the site. • Improved infrastructure will increase waste segregation and quality of materials collected to support local processors and the circular economy of Northern Ireland.
How are we doing so far this year?
A baseline survey was completed by Council in June. This will be used to establish any changes in customer satisfaction levels when we complete our final survey in January 2022.
Council agreed to build a larger facility on a new site rather than developing the existing site. Works began in May 2021, without disrupting existing facilities or neighbouring properties.
Outcomes What you will see
A larger site with improved infrastructure and accessibility to maximise reuse and recycling.
• 91% of residents say that recycling is either very or fairly important to them (Residents Survey 2018).
The new site requires a license to process recycled materials and Council have begun the process of obtaining this with the Northern Ireland Environment Agency (NIEA). The project remains on track for completion in December 2021.
Financial savings by compacting waste and reduction in fuel consumption.
• Director of Operations Who is responsible?
The financial baseline for recycling and landfill costs has been established. This will be used to determine financial savings upon project completion.
Increase recycling by 23.2%.
An additional 1,046 tonnes of recycled materials and 12 tonnes of re-used materials.
Indicators
50% reduction in containers hauled per new compacted materials.
Results against these indicators will be determined upon project completion.
How we will measure progress
Reduce tC02e by 800.
Increased rate of customer satisfaction.
*6 WRAP - HWRC Improvement Recommendations Report - Mid and East Antrim, June 2018
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Quarter One Review 2021/22
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Objective:
Autism Friendly Mid and East Antrim
? Why?
Our aim
• Autism is a lifelong disability that affects the way an individual relates to people, situations and the immediate environment.*7 • In Northern Ireland, 1 in 30 children have a diagnosis of Autism. *8
An awareness-raising programme to develop the borough as an autism friendly place.
In June 2021, a launch event took place at the Gobbins to celebrate the achievement of 6 ‘Autism Impact Award’ accreditations from Autism NI, in partnership with the Northern Health and Social Care Trust (NHSCT). The awards recognise the work undertaken to open up Council facilities to individuals with autism and their families and carers. 2 additional Awareness-raising sessions took place in May.
We will secure ‘Autism Friendly’ organisation status as a potential model for other Community Planning Partners.
Six venues have received the ‘Autism Impact Award’ in recognition for going ‘above and beyond to create accessible and autism-friendly’ environments, including Carrickfergus Amphitheatre, Larne Leisure Centre, Seven Towers Leisure Centre, Carnfunnock Country Park, The Gobbins and The People’s Park. The prestigious achievement involved staff training and a number of adjustments to improve accessibility and overall customer experience, including pre-visit guides and ‘quiet spaces’ at a number of venues.
Commitment to become a JAM friendly organisation, as this will allow people with a learning difficulty, autism or communication barrier to tell others they need ‘Just A Minute’ discreetly and easily.
‘Just A Minute’ (JAM) Awareness Training commenced in June 2021, with 140 staff members completing it successfully so far. This initiative is another positive step in the right direction in our journey to become an Autism Friendly Borough.
Development and launch of sensory garden and sensory trail at Ecos.
The new sensory garden and trail at Ecos in Ballymena, were successfully completed in partnership with local volunteering groups, including, Friends of Ecos and The Conservation Volunteers. The garden includes a children’s fort and a bee and insect hotel, and was officially opened by the Mayor on 23 June 2021.
A further 3 Council venues will be accredited with the Autism NI Impact Award by June 2021, including Carnfunnock Country Park, The People’s Park and The Gobbins.
All 3 targeted venues were accredited in June, in addition to the 3 leisure centres.
A further 6 staff members and 3 Elected Members will be trained as ‘Autism Champions’.
In total, 41 people have now attended IMPACT Training, 16 of whom received the accreditation and are now Autism Champions. Of the three Elected Members targeted, one received the accreditation and became an Autism Champion; the other two completed Awareness-Raising training. It is unlikely they will have the opportunity to complete the accreditation.
• Improving people’s health and wellbeing (and reducing health inequalities) is one of residents’ top five priorities for making the local area a good place to live (Household Survey 2018).
• Director of Community.
Who is responsible?
Outcomes What you will see
Indicators How we will measure progress
3 ‘Autism Friendly’ public awareness sessions held for businesses Council staff members and the local community, with at least 70% of attendees reporting that their knowledge of autism has increased following training.
Sensory garden and sensory trail launched by September 2021.
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How are we doing so far this year?
Two virtual public awareness sessions have recently taken place, including Tesco Community Champions and Libraries NI Community Planning Leads, bringing the total number held to five. Another session is scheduled for September. On average, 95% of attendees reported that their knowledge of autism increased.
The sensory garden and trail is now complete.
Quarter One Review 2021/22 *7 Autism NI *8 Prevalence of Autism in School Age Children in Northern Ireland 2019, Department of Health.
4.0 Statutory Key Performance Indicators Objective:
In addition to the improvement areas identified by us, the Department for Communities also sets statutory targets for Councils in the functional areas of Planning, Economic Development and Waste. Our arrangements to meet these are through the delivery of our statutory services. They are outlined in our annual business plans, and as far as possible, within our Improvement Objectives. We closely monitor our progress against the statutory performance indicators to ensure we are progressing in line with our targets. We submit our results to the Department for Infrastructure, the Department for the Economy and the Department of Agriculture, Environment and Rural Affairs (DAERA) every three months.
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Quarter One Review 2021/22
Reports are then issued comparing our performance against all 11 councils. We publish the results on the Council website every six months at www. midandeastantrim.gov.uk/PIP Our latest results are summarised in the following diagram. *9 Quarter 1 figures for the period April – June 2021 are not yet available for both Planning and Waste indicators, therefore 2020/21 year-end figures are reported. *10 The final Waste figures for 2020/21 will be audited and publicly released by Northern Ireland Environment Agency on 1st December 2021. They can be used as a strong indicator of performance and are unlikely to change, but cannot be published anywhere in advance of their release by NIEA. *11 No target is set for this indicator.
Indicators
Targets
The average processing time of major planning applications.
Major applications processed within an average of 30 weeks.
39.2 weeks *9
The average processing time of local planning applications.
Local applications processed within an average of 15 weeks.
10.4 weeks *9
The % of enforcement cases concluded within 39 weeks.
70% of all enforcement cases progressed to target conclusion within 39 weeks.
82.6% *9
The number of jobs promoted through business start-up activity.
120 jobs.
29 jobs
The % of household waste collected by district Councils that is sent for recycling.
50% household recycling by 2022.
50.8% *9 *10
The amount of biodegradable Local Authority Collected Municipal Waste that is landfilled.
16,387 tonnes (2021/22).
14,508 tonnes *9 *10
The amount (tonnage) of Local Authority Collected Municipal Waste arisings.
N/A*11
78,986 tonnes *9 *10 *11
Results
5.0 Performance Improvement Plan 2021/22 - Summary Table Improvement Objective Grow the economy and create jobs
What you will see • •
•
Support the communities within the historic conservation area of Carrickfergus, contributing to the sustainability of the local economy Reduce the impact of poverty through the delivery of a Slow Cooker programme
•
• •
• • •
Improve customer engagement and service delivery by enhancing our use of information technology
•
Development of Sullatober Household Recycling Centre
•
Autism Friendly Mid and East Antrim
•
• •
By when *12
The promotion of new jobs in the borough by successfully delivering the ‘Go for It’ Programme. The growth of new industry sectors by being a Centre of Excellence for start-ups, spin-outs and social-economy businesses within the Ecos Innovation Centre. Delivery of an effective and efficient Planning Service to maximise economic development.
March 2022
Up to 10 buildings of historical and architectural interest restored (including 8 existing awarded schemes), through the Townscape Heritage Initiative, with Council and Heritage Lottery grant assistance, by March 2022 or beyond. The local community will have a better understanding of built heritage. Increased inward investment and local employment opportunities related both directly and indirectly to heritage and tourism growth.
March 2022
A “Slow Energy Efficient” cookbook for households to prepare low cost, enjoyable and nutritious meals. Delivery of free slow cookers to vulnerable households. A series of fun and interactive virtual demonstration sessions for using a slow cooker.
March 2022
Further implementation of our Digital Transformation Strategy through delivery of a number of citizen-focused projects to include: • A redesign of the Council website developed from user experience feedback (Phase two). • Automated Customer Call System. • Digital transformation of at least one customer facing service. • Deliver ‘Community Centre Digital Connectivity’ via Full Fibre NI. • Council Procurement Portal.
March 2022
A more effective and efficient service with increased customer satisfaction and value for money for ratepayers. A larger site with improved infrastructure and accessibility to maximise re-use and recycling. Financial savings by compacting waste and reduction in fuel consumption.
March 2022
An awareness-raising programme to develop the borough as an autism friendly place. • We will secure ‘Autism Friendly’ organisation status as a potential model for other Community Planning Partners. • Commitment to become a JAM friendly organisation, as this will allow people with a learning difficulty, autism or communication barrier to tell others need ‘JustCOVID A Minute’ discreetly and easily. * Timescales may be subject to change as athey result of the 19 pandemic. • Development and launch of sensory garden and sensory trail at Ecos.
We welcome ongoing feedback on our Performance Improvement Plan. If you would like to make any comments, our contact details are on our website www.midandeastantrim.gov.uk/PIP 36 | 24
Performance Quarter One Review Improvement 2021/22 Plan 2020/21
*12 Timelines are subject to change as a result of the COVID-19 pandemic.
March 2022