Scottish Awards for Quality in Planning 2000
AWARD FOR DEVELOPMENT CONTROL
10. RENFREWSHIRE DEVELOPMENT CONTROL SERVICE
nominated in 2000 by Renfrewshire Council.
For several years, the Development Control service of Renfrewshire Council service has combined progressively improved statutory performance results (top quartile position) with a commitment to excellence in customer service. The Development Control service has strengths in the 4 key areas of:
- community and user involvement
- consumer testing
- mainstream planning work, and
- innovation.
Community and user involvement: Community councillors and agents find us accessible and supportive. They are encouraged to keep in touch with the service by letter, phone or E-mail. We encourage Community Councillors to develop their knowledge of the planning system through Planning Aid run training courses held every 3 years. We use feedback reports to confirm enhanced understanding among the delegates. In line with the Nolan Committee recommendations, we are evaluating training options for our Planning Committee members. We use the corporate Citizens' Panel as a means of gaining feedback on our services and our service development takes account of Panel views. "The high level of accessibility and service has been emphasised in discussions with developers and community councillors" (Scottish Office Audit Team 1998).
Consumer testing: We use an extensive range of feedback systems to support continuous improvement in service provision. All applicants for planning permission and objectors receive exit questionnaires asking comprehensive questions about the service. Results are monitored and we act on comments and suggestions. Issues arising are addressed in a report displayed at reception and posted to our User Group. In April 2000, we invited our 150 most frequent service users to join a User Group, and to state their preferences for meeting arrangements. 25 organisations or individuals agreed to join the Group which meets quarterly and discusses a range of issues. Items for discussion are raised by Group members or staff and to date, performance information, service pledges, publications, Internet/E-mail developments and general service improvements have been discussed. We also use questionnaires and opinionmeters at reception to monitor our service pledges e.g. waiting times, staff helpfulness, opening hours, and quality of information provided. All our reception areas have Comments & Suggestions boxes, posters and leaflets advising users how to make comments or complaints. Despite this ease of access, complaints to us (or the Ombudsman) are very rare. Outcomes of any complaint arising are reported on reception notice boards which also display our service standards. We also retain thank you letters and commendations and use these in staff training. Our service has been positively audited both internally and externally. Externally through the Scottish Office Planning Audit Team (1998/99), Charter Mark (Service Commended in 1999 and current re-submission result awaited) and C.O.S.L.A. Quality Award (Citation of Merit awarded in 2000). Internally through E.F.Q.M. self assessment and Best Value Stepped Review for Development Control. As well as participating in E.F.Q.M, our staff also receive accredited Customer Care and Disability Awareness training.
Mainstream planning work: Our Service Plan objectives require that we achieve our statutory performance targets while continuing to provide an excellent service to our users. Performance management is at the heart of our approach and underpins the move from 22nd to 6th equal in the Scottish 'league table' within four years. Close and constant monitoring allows dips in performance to be resolved quickly. Monitoring of performance against targets also gives us confidence to involve our users in the improvement process and to seek further feedback through audit based award schemes. Our Service Pledges cover practical aspects of service such as being seen straight away without an appointment, answering telephones promptly and responding to letters. We make special arrangements for users with particular needs and advertise these facilities through posters, leaflets and on our web site. Users can request the documents they need in appropriate formats and we transcribe into large print, audio, computer disc, or Braille. Core information is available in six minority languages and reception staff hold lists of staff who speak a minority language or sign for the deaf. Home visits are made for house- bound customers and we have portable Miniloop facilities for meetings involving people with hearing loss. All staff become familiar with these options through training sessions. A Plain English campaign is underway.
Innovation: Our planners are encouraged to negotiate improvements to poor proposals wherever possible and we know from questionnaire feedback that this service is fully appreciated by applicants and agents. Records of these pre application discussions are logged onto our GIS system so that, when the formal application arrives, case officers can identify the relevant history and where necessary discuss it with a colleague previously involved. We recently published 'Do the Right Thing' which explains the potential problems of making alterations without warrant or planning permission. This sought to encourage early contact with us and lists the Do's and Don'ts of home improvement. As well as being posted on the web site it was issued to all Renfrewshire households via the Renfrewshire Magazine. Our User Group represents an innovative 2 way exchange with a cross section of our users as do the four service user meetings organised in association with external audits since 1998. We help our staff to keep up to date with their professional development through supported CPD lunch time programmes and Section briefings. Invited experts and staff give presentations followed by discussion sessions. For the CPD lunch time programmes, the delegate cost is less than £5 per head. Other departments and authorities are invited to these events. We have recently assisted three Scottish Executive research projects and are currently participating in the revisions of NPPG1 and PAN4O.
The judges asked for a presentation on this nomination. asked for a presentation on this nomination.asked for a presentation on this nomination. After studying the range of evidence put forward, they were particularly impressed by the depth of Renfrewshire's approach, whether in monitoring the experience of service customers or supporting councillors, community councils and professional development. The judges conclude that this nomination is an example of attention to development control service quality of a very high order, and staff and management are to be congratulated. They strongly recommend the Renfrewshire Development Control Service for an Award in this category. Since making the recommendation, they are pleased to note that Renfrewshire's Chartermark application has been successful.