Background
The Local Government Act (NI) requires councils to ensure continuous improvement whilst carrying out their functions and delivering their services. Councils are also required to set improvement objectives and put in place arrangements to achieve these.
Armagh Banbridge Craigavon Borough Council – we - carried out a consultation to seek views from across the Borough on our draft performance improvement objectives for years 2021 to 2023. We are keen to ensure performance objectives have a positive impact on the quality of life for stakeholders across the Borough – that residents, businesses and stakeholders are confident of our commitment to deliver services that are efficient, economic and of a high standard.
We carried out an analysis of the responses and are confident that the rate of agreement to our proposed improvement objectives provides assurances that our proposed performance improvement objectives are appropriate. 35 people/organisations responded to the consultation exercise.
Substantial support was given to the Improvement Objectives with all of the objectives receiving 88-100% support.
The compliments and positive feedback received about staff and performance have been sent to the Head of the relevant department to be communicated to those mentioned. It will also be shared across the organisation on the Council’s internal intranet.
The detailed additional suggestions, comments and feedback have been passed to the relevant departments for consideration in line with business plans and service delivery plans.
The ‘You said’ sections below are a summary of the feedback highlighting the main issues raised.
Summary of additional comments and feedback from service areas concerned:
PIO 1 We will improve the availability of more inclusive services for those with autism and their carers – 97% respondents agreed
You said
You said that council services should be extended beyond those with autism and their carers to other groups with special needs; that it would be helpful to have access to training, placement and employment opportunities for those with autism; that training for staff would be beneficial as well as linking in and consulting with other service providers.
We did
Council provides a wide range of inclusive services not only to assist those with autism and their carers but for service users with a range of disabilities. Information on these is available from the Council’s website at https://www.armaghbanbridgecraigavon.gov.uk/inclusive-information/ Key front-line staff have been trained in autism awareness, and the use of the JAM card is welcome in all Council facilities. The Armagh Market Place Theatre & Arts Centre and the Navan Centre, two of the biggest tourism facilities in the Council area, have been recognised with Autism Impact Awards, for introducing autism-friendly improvements. We will continue to develop relationships with voluntary and public sector partners such as Autism NI and the Southern Health and Social Care Trust through our Disability Action Plan, so that we can respond to carers needs as well as work-experience related requests.
PIO 2 We will increase the number of people participating in leisure activities and work with partners to enable everyone to get moving more – 94% respondents agreed
You said
You said that Council could target groups such as mothers and toddlers to encourage attendance at leisure centres; offer a wider range of appealing activities; provide taster sessions; offer discounts to staff and local residents; run bring-a-friend events; raise awareness through campaigns; and work with partner agencies to encourage more people to get involved.
We did
The Get Moving ABC Partnership has been set up to facilitate partnership work to reduce health inequalities and provide targeted opportunities for everyone to be healthy and active. The focus will be on increasing sport and physical activity within homes, communities, workplaces and schools.
The Get Communities Moving strand of the framework aims to create a mass, integrated Get Moving ABC campaign across the Borough to positively inform people, engage and change their attitudes and behaviour towards being active.
In addition, Council’s Play Strategy and Action Plan and Capital Investment Plan outline Council’s commitment to providing further health, cultural and social opportunities to our citizens.
The comments will be reviewed and taken into account when developing new programmes.
PIO 3 We will reduce the time it takes to pay suppliers – 100% respondents agreed
You said
You said that it was particularly important to reduce the time it takes to pay small businesses; that it was important to show how we compare; that we should use locally based suppliers; that a review could be carried out; that there may be a need for training; and that it would save Officer time doing follow-up queries.
We did
The finance department has introduced a council-wide policy aimed at maintaining the 12-day average for paying suppliers achieved in 2020/21. The department has provided and continues to provide training for all council departments to ensure payments are made as promptly as possible to suppliers.
PIO 4 We will reduce the average number of days’ sickness absence lost per employee – 88% respondents agreed
You said
You said that Council need to follow up and support those who want to get back to work; that illness can be complex; that being able to work from home may improve staff’s overall well-being; to look at reducing the rate of casual episodes; to support managers; and that long absences can skew numbers.
We did
HR has appointed a lead officer dedicated to providing absence management support to supervisors and managers including training on a new absence policy introduced in April 2020. Following a Council-wide wellbeing survey, a number of initiatives have been rolled out focusing in particular on mental health and resilience building for staff. Return-to-work interviews are conducted with all staff following sickness absence with a particular focus on short term absence. Support is provided for those suffering from chronic and serious health conditions returning to work following long absences. Measures include gradual return-to-work flexible working patterns and the introduction of appropriate adjustments in the working environment. The aim of these measures is to help reduce sick absence where possible.
PIO 5 We will increase the number of council service areas with service standards as an evidence base to inform future performance improvement objectives – 91% respondents agreed
You said
You said that standards need to be consistent across Council; that in a number of places service was good such as at Gosford Park and Loughgall; that in a number of places services could be improved such as with domestic waste recycling; that there weren’t enough leisure services to meet the special needs of adults with disabilities and autism; that we could communicate more positive feedback; that small businesses don’t get any support from Councils; that more needs to be done for small rural communities.
We did
Council already reports on a number of statutory service standards and has also introduced other standards such as those relating to response times for complaint handling. As part of the 2021 to 2023 performance improvement plan, a review of existing service standards is being carried out across Council. Where gaps are identified, new standards will be developed. These will help establish benchmarks from which to measure future performance. Internal guidance for setting and monitoring standards will also be developed.
PIO 6 We will implement recommendations from the Building Control and Planning Service reviews and improve processing times for Building Control and Planning applications – 88% agreed
You said
You said that any recommendations should perhaps be considered in light of risks/resources; that there was a perception that staff in these departments are hard to reach; and that it can be a postcode lottery with different approaches across different Councils.
We did
The Building Control and Planning departments aim to implement the recommendations from their respective service reviews however, these are kept under regular review taking account of challenges such as those presented by Covid-19.
The Building Control team works in partnership with BCNI professional officers’ group to promote a consensus of consistency and uniformity in the interpretation, administration and enforcement of building regulations across Northern Ireland. This also applies to the delivery of functions which are allied to legislation where appropriate.
This Council’s Planning department adopts a consistent approach to the application of Planning legislation and policy in respect of the delivery of its functions.
Contact details for these departments are available from the Council’s website at https://www.armaghbanbridgecraigavon.gov.uk
In relation to Equality Screening
You said
I am very disappointed that 100k has been spent on upgrading Edenvilla Play Park and there are no toddler swings .yes you have 1 disabled swing which a toddler could use but toddlers want to sit up on their own and be pushed on a swing. Disabled swings are semi horizontal. There is a parent and child swing which can be used by a toddler but why did you not have 2 or 3 specific toddler swings like before. You have junior swings. In fact the new playground has totally short changed toddlers in swings/ slide/ climber. I can see children and youths up to 14 years totally taking over this place with no regard for younger children. Young mothers meeting up for social contact and a walk out to the park will be so disappointed with what is available for them in this refurbishment....who made these decisions? A consultation you will reply -but how many replied and how widely was it put out.
The secret garden has one little slide. Mud gardens not fully functional yet and it is closed on Saturday afternoons and Sundays at the weekend when working parents want to use and enjoy with their children
We Did
All Council Play Parks cater for ages groups 2 -14 year olds, in accordance with Councils Play Strategy for the Borough, which is an industry standard and is the case across all Play Parks.
The new harness swing in Edenvilla allows toddlers and children with disabilities to swing and can also be used by those without a disability.
As a Council we want and need to ensure that our Play Parks offer opportunities for children and young people to play together regardless of individual ability or disability levels.
A public consultation for this play park opened on the 9/11/2020 and closed on the 30/11/2020 with 62 people responding to it; the consultation had drawings of the new proposed replacement play park equipment for Edenvilla and people were asked for their views on the proposed replacement equipment.
On site there is a secret garden which is very suitable for younger children to play. We have agreed to look at placing a toddler swing in this area and the opening hours of this area will be reviewed in due course.
Deadline for registering for Business Grants is 20 May 2020
We asked which areas of support would be most valuable to our businesses.
You told us that access to finance was one of the most important issues.
Please note that the registration deadline for the £10,000 and £25,000 grant schemes is this Wednesday - 20 May 2020.
This also includes businesses that occupy rental properties.
Find out more about the schemes, eligibility and how to register here: bit.ly/2LC1izv
It is important to note, a short time after launching this consultation on our draft Performance Improvement Objectives 2020/21, the Government announced a nationwide lockdown, in response to the global Coronavirus pandemic. Consequently, this also had an impact on the number of responses received.
In demonstrating Council’s commitment to meaningful consultation process and ‘Closing the Loop’, and as a method of best practice, we include a summary on ‘You Said, We Did’ section within our Consultation Hub.
During an 8-week period of consultation, we asked for feedback on our draft Performance Improvement Objectives (PIOs) for 2020/21. Specifically, we asked; “Do you agree that the proposed Performance Improvement Objectives are appropriate for our Borough?”
Responses were largely in agreement with our proposed PIOs. Some responses also included specific comments and additional suggestions. Thank you for this feedback.
|
PIOs |
% of Respondents in agreement |
% of Respondents in disagreement |
% of Respondents who didn’t provide an answer |
|
60 |
40 |
0 |
|
100 |
0 |
0 |
|
80 |
0 |
20 |
|
60 |
20 |
20 |
|
40 |
20 |
40 |
|
40 |
20 |
40 |
Officers carried out an analysis of those responses received. The additional / supplementary comments and valuable feedback we received as part of this consultation have been passed to relevant departments for their consideration.
During April – July 2020, Council continued to liaised with the Department for Communities (DfC) seeking guidance/consideration of options in relation to the impact of Covid 19 and 2020-21 Performance Improvement Plan.
On 17 August 2020 Council received formal notification from DfC stating:
Council will continue to engage with the Department to ensure a collaborative approach is taken, along with the other 10 councils in relation to our statutory performance duties next year.
For further information please contact the Performance and Audit Department by emailing: performance@armaghbanbridgecraigavon.gov.uk
As part of Council’s Capital Play Development Programme the play park in Drumbeg/Meadownbrook/Pinbank (Tullygally) has been designated for refurbishment, with an investment of £100,000
There are more children and young people living within the Meadowbrook/ Drumbeg areas and the Play Strategy has recommended relocating the existing Play Area to better meet the needs of an expanded area to include Meadowbrook and Drumbeg.
Two sites were identifed and Council wanted to hear residents views on which site they feel would better suit the Neighbourhood Play Park which is designated for the Tullygally area
Council received 303 responses:
Council is therefore recommending that the new play facilities be located on site two; this site is owned by NIHE and Council are progressing with this matter at the moment.
A public meeting will be arranged to discuss this matter with the residents/community; the date for this meeting will be post on the Get Active & Council Facebook/website pages.
In our continuing effort to improve the quality of play service provided by Armagh City, Banbridge & Craigavon Borough Council, we carried out an online and postal survey to establish the number of children aged 0-14 years old in the Blackskull area that would avail of play facilities and how those children play.
Council received the following responses to the surveys:
Online survey – 59 responses received, total 133 children
Postal survey – 31 received, total 84 children
Therefore there are a total of 217 children in the local area.
It would be Council's recommendation to progress a new play park in the Blackskull area. However, it should be noted that no site has been identified at present.
For feedback on current service provision and perception of value for money for getactiveabc memberships at the Orchard Leisure Centre to ensure the best possible service is provided to our customers.
A total of 34 people completed the Survey.
Over 70% of respondents rated their getactiveabc memberships as either excellent or good value for money. The remaining 29% rated their membership as average in terms of value for money, but none of the surveyed customers rated their membership as ‘poor value for money’
Awareness rates of membership options was an area which was highlighted as needing to be addressed; 58% were aware how many people the family membership covered while 41% were unaware.
As a result of your feedback, we have ensured that more getactiveabc membership promotional material is now available as well as increased information posts on Facebook about family membership options.
During an 8-week period of consultation, we asked for feedback on our draft Performance Improvement Objectives (PIOs) for 2019/20. Specifically, we asked; “Do you agree that the proposed Performance Improvement Objectives are appropriate for our Borough?
Responses were largely in agreement with our proposed PIOs. Some responses also included specific comments and additional suggestions for improvement across a range of service areas. Thank you for this feedback.
|
PIOs |
% of Respondents in agreement |
% of Respondents in disagreement |
% of Respondents who didn’t provide an answer |
|
100 |
0 |
0 |
|
89 |
11 |
0 |
|
89 |
11 |
0 |
|
56 |
11 |
33 |
|
89 |
11 |
0 |
We have carried out an analysis of the responses received and are confident that the rate of agreement provides assurance that our proposed PIOs for 2019-20 are appropriate for the Borough.
The additional suggestions / supplementary comments and valuable feedback we received as part of this consultation have been passed to relevant Departments for their consideration in line with their Departmental Business Plans and delivery of their Action Plans. It will help to shape the design of our Performance Improvement Objectives for 2020-21. Further information can be obtained by contacting the Performance and Audit Department at performance@armaghbanbridgecraigavon.gov.uk
Summary of Additional Comments
Comments made in relation to PIO1 mostly recommend additional support for our rural businesses as well as investment in our town centres. Council has committed to addressing these areas through on-going delivery of the Rural Development Programme and the establishment of multi-stakeholder Town Centre Task Force Action Plan.
Comments in relation to PIO2 mostly relate to litter and dog fouling, maintenance of our green spaces and greenways, and the upkeep of our village and town centres, including public realm projects. Council has committed to improving these areas through implementation of the Clean Neighbourhoods Action Plan, as well as the Rural Development Programme and the Town Centre Task Force Action Plan.
Comments in relation to PIO3 suggest that we should make more use of direct methods of engagement with our customers and that we should engage more via digital platforms and social media. Council has committed to improving engagement with all customers by establishing a Customer Care Project Team who will consider the feedback provided. Council has also invested in an on-line Consultation Hub, which provides a digital platform for surveys, questionnaires and consultations. Council’s Communications team already engage with the public across a range of digital platforms and media but further development of this can be considered.
Comments made in relation to PIO 4 relate to concerns about the environment and the impact of development on our infrastructure. These matters are currently being addressed, and will continue to be addressed, by Council’s Planning department through the exercising of its primary functions, including Development Management and the preparation of a new Local Development Plan. In addition, our Planning and Building Control Departments have recently carried out service reviews of their working practices, resulting in agreed Action Plans, which will be implemented during 2019/2020 to deliver service improvements.
Comments in relation to PIO 5 suggest that Council should take a more holistic approach to health and well-being that includes strong community partnerships, with Council as a facilitator, and suggests better use of outdoor spaces to promote well-being. There is a strong focus on this objective within the Community Plan and Council’s Corporate Plan. A Healthy Community Thematic Action Planning Group has been set up to facilitate partnership work to reduce health inequalities and provide opportunities for everyone to be healthy and active and Council take an active role in this group. In addition, Council’s Play Strategy and Action Plan and Tourism Strategy outline Council’s commitment to providing health, cultural and social opportunities to our citizens.
Council’s 2019/20 Performance Improvement Plan was published on 27 June 2019 and can be viewed here: https://www.armaghbanbridgecraigavon.gov.uk/download/44/performance-plan-2015-16/27225/performance-improvement-plan-for-2019-20.pdf
Question 1: Are you happy with the opening hours?
Question 2 : Are you happy with the cleanliness of the facilities?
Question 3: Are you happy with the condition of the sanitary ware in the facilities?
Question 4: Are you happy for the provision for ALL user groups?
Question 5: Are you happy with the location of the facilities?
Answer 1: 73% of respondents said that they were either satisfied or very satisfied with the opening hours, however, 15% were dissatisfied and 12% were very dissatisfied.
Answer 2: 58% of respondents said that they were either satisfied or very satisfied with the cleanliness of the facilities, however, 23% were dissatisfied and 18% were very dissatisfied.
Answer 3: 50% of respondents said that they were either satisfied or very satisfied with the condition of the sanitary ware in the facilities, however, 32% were dissatisfied and 18% were very dissatisfied.
Answer 4: 56% of respondents said that they were either satisfied or very satisfied with the provision for ALL user groups, however, 26% were dissatisfied and 19% were very dissatisfied.
Answer 5: 79% of respondents said that they were either satisfied or very satisfied with the location of the facilities, however 14% were dissatisfied and 7% were very dissatisfied.
As a result of this we plan to:
As part of Council’s Capital Play Development Programme, the play park in Lurgan Park has been designated for refurbishment with an investment of £250,000.
It was suggested that the current existing site (Site 1) might not be in the best location and a potential new site (Site 2) had been identified close to the entrance at Waves Leisure Complex, Robert Street.
Council asked residents for their views on which site they feel would better suit the new District Play Park in Lurgan Park
Responses:
Site 1: Total responses 136 = 33.58%
Site 2: Total responses 268 = 66.17%
The majority of respondants agreed that site 2, beside Waves Leisure Complex (Robert Street entrance) was the most suitable site.
However, after this survey closed a public meeting was held and Council was contacted regarding a number of potential difficulties using the site chosen.
Council asked for guidance from Heritage Lottery Fund and Health & Safety in relation to the site; their advice stated that the site identified (site 2) could not be used for the new play area.
The play area will remain in the existing site (subject to planning permission), however, it will be larger and will have all the equipment that was previously chosen as part of the consultation with schools and the public.
To view the 3D walkthgough video of Lurgan Park new play area; please scroll down to the link below:
For feedback on the level of cleanliness and housekeeping at the Orchard Leisure Centre to ensure that we provide the best possible service for our customers.
A total of 103 people completed the survey of those 73 were current members of Orchard Leisure Centre.
42 respondents filled in the open ended comment section, the following trends for areas needing attention were evident;
As a result of your feedback we carried the following work: