Re-thinking performance & improvement Martin Hutchings, Planning Advisory Service (PAS) Date: March

What is PAS ? PAS is a DCLG grant-funded programme but part of the Local Government Association Governed by a ‘sector led’ board “PAS exists to provide support to local planning authorities to provide efficient and effective planning services, to drive improvement in those services and to respond to and deliver changes in the planning system”

Cycle of Speed What matters Gets measured Reward / Punishment Improve = go faster

What is important to your customers?

Why? “We are excellent at hitting our targets – top quartile consistently – but all we get is poor customer feedback and councillors are always on our backs because of it.

Miss targets & we’re in trouble Use rigid checklists, not initiative Lots of checks; we’re not trusted Customer’s ‘interrupt’ us Refuse, withdraw, and use conditions to meet targets Call Centre (no direct no’s given out) Call back when it’s convenient… for us Talk to 2/3 people before a planning officer We’ll visit when it’s convenient… for us We ask you for lots of info in case we need it.

Customer experience Can I build? Application submitted Application determined 90 days Validation 3 people We’ll stop if it isn’t perfect Lots of computer data to input Handed over several times before officer gets Committee = 38 hand overs Validation 36 days 54 days = target met!

Quality?

A better performance picture Decisions - How often is it a 'yes‘?

Planning Quality Framework A better performance picture Valid on receipt – can get going on this?

A better performance picture Potential waste – withdrawn applications Planning Quality Framework

A better performance picture Potential waste – ‘zero fee’ applications 2 Planning Quality Framework

A better performance picture Processing – valid to decision Planning Quality Framework

A better performance picture Customer or Target-driven? GOOD Decisions asap BAD Last minute Planning Quality Framework

Agents, Applicants, Neighbours, Peers Staff, councillors, amenity group Tied to an individual application Helpful? Timely? Information? Clear decision? A better performance picture ‘Customer’ Surveys Planning Quality Framework

“We may be slow, but we offer a quality service” A better performance picture ‘Customer’ Surveys Planning Quality Framework

Planning Quality Framework

Q: how many expensive process reviews focus on speeding things up but fail to notice that the service says ‘yes’ more often than its peers, creates less waste and has happier customers? Planning Quality Framework the real performance story Planning Quality Framework

Getting better shouldn’t be a ‘project’

Systems thinking diagrams

1.Demand = Can I build? 2.Appraise it 3.Get the information you need (to make a decision) 4.Tell the customer they can do it (or why they can’t) Method Value adding steps that enable the best development without delay

Single story rear extension Few minutes to appraise - clear something we’d support Called the applicant (day 1) advised PP was likely in 28 days (21 days statutory consultation, 28 days corporate policy for Members) They were very pleased, asked a couple of questions Sent out neighbour notifications – ensure we didn’t break the law Decision made via on Day 29 – the earliest day currently possible. Case study…

77 householder applications Average number of days from first contact to decision being issued for householder applications was 59 days (2014) and with experiment is now 29 days Agents/applicants are more open to negotiation to improve schemes Results so far…

“It gives us as agents maximum chance to help resolve queries or respond to suggestions” This is absolutely fabulous – my Client will be extremely pleased at the speed and efficiency with which this has been dealt with. I wish a few more local authorities were as helpful and informative as yours, I was very impressed. (I submit applications across the UK).

“There is nothing quite so useless, as doing with great efficiency, something that should not be done at all”. Peter Drucker CONTACT: Tel: Planning Advisory Service Planning Quality Framework