PIs by Service 
	Responsible Service	PI No	Definition	Frequency
	Accountancy Services	FLPI 1	Percentage of payments paid by BACS (excluding Council Tax refunds)	Local\Quarterly
	Accountancy Services	FLPI 1	Percentage of payments paid by BACS (excluding Council Tax refunds)	Quarterly
	Accountancy Services	FLPI 10	Number of high risk issues (therefore requireing some early action) identified by external audit in Annual Report	Local\Annual
	 on Accountancy activities/ processes (Audit commission need to categorise into high, medium or low risk).
	Accountancy Services	FLPI 10	Number of high risk issues (therefore requireing some early action) identified by external audit in Annual Report	Annual
	 on Accountancy activities/ processes (Audit commission need to categorise into high, medium or low risk).
	Accountancy Services	FLPI 11	The number of qualifications to the annual accounts.	Local\Annual
	Accountancy Services	FLPI 11	The number of qualifications to the annual accounts.	Annual
	Accountancy Services	FLPI 2	Number of weeks after 31 March that annual statement of accounts completed, audited and approved by 	Local\Annual
	members
	Accountancy Services	FLPI 2	Number of weeks after 31 March that annual statement of accounts completed, audited and approved by 	Annual
	members
	Accountancy Services	FLPI 3	% of outstanding sundry debt that has been outstanding for more than 30 days.	Local\Quarterly
	Accountancy Services	FLPI 3	% of outstanding sundry debt that has been outstanding for more than 30 days.	Quarterly
	20 December 2004	Page 1 of 37

	Responsible Service	PI No	Definition	Frequency
	Accountancy Services	FLPI 4	Number of variations from the Councils Treasury Management policy.	Local\Quarterly
	Accountancy Services	FLPI 4	Number of variations from the Councils Treasury Management policy.	Quarterly
	Accountancy Services	FLPI 5	% return on investments above (LIBOR rate)	Local\Annual
	Accountancy Services	FLPI 5	% return on investments above (LIBOR rate)	Annual
	Accountancy Services	FLPI 7	Annual % improvement in staff satisfaction survey (internal to Financial Services.  Annual survey but initially 	Local\Annual
	carried out 6 monthly.
	Accountancy Services	FLPI 7	Annual % improvement in staff satisfaction survey (internal to Financial Services.  Annual survey but initially 	Annual
	carried out 6 monthly.
	Accountancy Services	FLPI 8	Annual % improvement in user satisfacton survey.  Annual survey but initially carried out 6 monthly.	Local\Annual
	Accountancy Services	FLPI 8	Annual % improvement in user satisfacton survey.  Annual survey but initially carried out 6 monthly.	Annual
	Accountancy Services	FLPI 9	Number of material changes from draft to final statement of accounts (materiality of each change to be agreed	Local\Annual
	 with auditor).
	Accountancy Services	FLPI 9	Number of material changes from draft to final statement of accounts (materiality of each change to be agreed	Annual
	 with auditor).
	Accountancy Services	ITLPI 1	% annual increase in satisfied customers as measured by user survey (survey to be carried out 6 monthly in 	Annual
	order to aid service improvement).
	20 December 2004	Page 2 of 37

	Responsible Service	PI No	Definition	Frequency
	Accountancy Services	ITLPI 1	% annual increase in satisfied customers as measured by user survey (survey to be carried out 6 monthly in 	Local\Annual
	order to aid service improvement).
	Audit Services	ALPI 2	Number of productive days worked each month and cumulatively in the year	Local\Monthly
	Audit Services	ALPI 2	Number of productive days worked each month and cumulatively in the year	Monthly
	Audit Services	ALPI 3	Audit recommendations agreed.	Local\Quarterly
	Audit Services	ALPI 3	Audit recommendations agreed.	Quarterly
	Audit Services	ALPI 4	Audit reports produced on time.	Quarterly
	Audit Services	ALPI 4	Audit reports produced on time.	Local\Monthly
	Audit Services	ALPI 5	Value for money audits.	Local\Quarterly
	Audit Services	ALPI 5	Value for money audits.	Quarterly
	Business Support	BSLPI 1	Taxi Licensing - average time taken to issue licence to driver after checks received	Local\Monthly
	Business Support	BSLPI 10	% of industrial and retail property where the rate of return is on or above the class average for the area	Local\Annual
	20 December 2004	Page 3 of 37

	Responsible Service	PI No	Definition	Frequency
	Business Support	BSLPI 10	% of industrial and retail property where the rate of return is on or above the class average for the area	Annual
	Business Support	BSLPI 11	% of GIA of property which is classified as in good condition	Local\Annual
	Business Support	BSLPI 11	% of GIA of property which is classified as in good condition	Annual
	Business Support	BSLPI 12	Overall satisfaction of users with facilities management  service	Local\Annual
	Business Support	BSLPI 12	Overall satisfaction of users with facilities management  service	Annual
	Business Support	BSLPI 13	Overall satisfaction of users with office services	Annual
	Business Support	BSLPI 13	Overall satisfaction of users with office services	Local\Annual
	Business Support	BSLPI 14	% of new Council development assessed and designed to whole life standards	Local\Annual
	Business Support	BSLPI 14	% of new Council development assessed and designed to whole life standards	Annual
	Business Support	BSLPI 15	% of existing buildings assessed subject to a planned maintenance programme designed to achieve whole life 	Annual
	standards
	Business Support	BSLPI 15	% of existing buildings assessed subject to a planned maintenance programme designed to achieve whole life 	Local\Annual
	standards
	20 December 2004	Page 4 of 37

	Responsible Service	PI No	Definition	Frequency
	Business Support	BSLPI 16	% of existing buildings assessed to ISO 14001 and subject to an improvement programme	Annual
	Business Support	BSLPI 16	% of existing buildings assessed to ISO 14001 and subject to an improvement programme	Local\Annual
	Business Support	BSLPI 17	% of Council owned assets with Green Travel plans prepared	Annual
	Business Support	BSLPI 17	% of Council owned assets with Green Travel plans prepared	Local\Annual
	Business Support	BSLPI 18	% of Council owned assets with Green Travel plans implemented	Annual
	Business Support	BSLPI 18	% of Council owned assets with Green Travel plans implemented	Local\Annual
	Business Support	BSLPI 19	% of customers assessing the quality of environment in which front line services are provided as good	Local\Annual
	Business Support	BSLPI 19	% of customers assessing the quality of environment in which front line services are provided as good	Annual
	Business Support	BSLPI 20	% of customers judging the accessibility of services as good	Local\Annual
	Business Support	BSLPI 20	% of customers judging the accessibility of services as good	Annual
	Business Support	BSLPI 21	% of service providers assessing accommodation as fit for purpose	Annual
	20 December 2004	Page 5 of 37

	Responsible Service	PI No	Definition	Frequency
	Business Support	BSLPI 21	% of service providers assessing accommodation as fit for purpose	Local\Annual
	Business Support	BSLPI 22	% of employees assessing the working environment as good	Annual
	Business Support	BSLPI 22	% of employees assessing the working environment as good	Local\Annual
	Business Support	BSLPI 23	% of employees with access to the intranet	Annual
	Business Support	BSLPI 23	% of employees with access to the intranet	Local\Annual
	Business Support	BSLPI 7	Road closure orders - average time taken to issue licenses after application determined	Local\Monthly
	Business Support	BSLPI 8	Number of Council owned buildings used regularly for community benefit	Annual
	Business Support	BSLPI 8	Number of Council owned buildings used regularly for community benefit	Local\Annual
	Business Support	BSLPI 9	Number of Council owned buildings with facilities for cyclists	Local\Annual
	Business Support	BSLPI 9	Number of Council owned buildings with facilities for cyclists	Annual
	Business Support	BVPI 174	racial incidents recorded	Annual
	20 December 2004	Page 6 of 37

	Responsible Service	PI No	Definition	Frequency
	Business Support	BVPI 175	Racial incidents further action	Annual
	Business Support	BVPI 179	% standard searches in 10 days	Monthly
	Business Support	ESLPI 30	Taxi Licensing - average time taken to issue licence to driver after checks received	Monthly
	Business Support	ESLPI 36	Road closure orders - average time taken to issue licenses after application determined	Monthly
	Committee Services	Number of items deferred from Forward Plan.	Quarterly
	Committee Services	CGLPI 1	Number of reports to sent "to follow" (by department).	Local\Monthly
	Committee Services	CGLPI 1	Number of reports to sent "to follow" (by department).	Monthly
	Committee Services	CGLPI 10	% of O&S policy recommendations implemented.	Local\Quarterly
	Committee Services	CGLPI 11	% of reviews that include measures to follow up on recommendations.	Local\Quarterly
	Committee Services	CGLPI 2	Number of late reports by department	Local\Monthly
	Committee Services	CGLPI 2	Number of late reports by department	Monthly
	20 December 2004	Page 7 of 37

	Responsible Service	PI No	Definition	Frequency
	Committee Services	CGLPI 3	Number of items deferred from Forward Plan.	Local\Quarterly
	Committee Services	CGLPI 4	Number of  upheld complaints against Councillors.	Annual
	Committee Services	CGLPI 4	Number of  upheld complaints against Councillors.	Local\Annual
	Committee Services	CGLPI 5	Average membr attendance as % of maximum.	Quarterly
	Committee Services	CGLPI 5	Average membr attendance as % of maximum.	Local\Quarterly
	Committee Services	CGLPI 6	Public satisfaction with decision making process.	Local\Annual
	Committee Services	CGLPI 6	Public satisfaction with decision making process.	Annual
	Committee Services	CGLPI 7	Public satisfaction with ward member	Annual
	Committee Services	CGLPI 7	Public satisfaction with ward member	Local\Annual
	Committee Services	CGLPI 8	% of minutes of Executive and Planning Committess circulated within 24 hours of meeting.	Local\Monthly
	Committee Services	CGLPI 9	% of scrutiny reviews completed in accordance with timetable	Local\Quarterly
	20 December 2004	Page 8 of 37

	Responsible Service	PI No	Definition	Frequency
	Community & Economic 	EDLPI 12	Students attending Young Enterprise workshops	Local\Annual
	Development
	Community & Economic 	EDLPI 12	Students attending Young Enterprise workshops	Annual
	Development
	Community & Economic 	EDLPI 9	Number of visitors to Malvern TIC	Monthly
	Development
	Community and Economic 	EDLPI 10	External funding secured for Safety, Culture and Economic Development(£) in the period	Local\Quarterly
	Development
	Community and Economic 	EDLPI 10	External funding secured for Safety, Culture and Economic Development(£) in the period	Quarterly
	Development
	Community and Economic 	EDLPI 11	Number of businesses supported through the small business service	Local\Quarterly
	Development
	Community and Economic 	EDLPI 11	Number of businesses supported through the small business service	Quarterly
	Development
	Community and Economic 	EDLPI 15	Pedestrian footfall in the town centre.	Local\Half yearly
	Development
	Community and Economic 	EDLPI 15	Pedestrian footfall in the town centre.	Half yearly
	Development
	Community and Economic 	EDLPI 16	Satisfaction with business support	Annual
	Development
	Community and Economic 	EDLPI 16	Satisfaction with business support	Local\Annual
	Development
	20 December 2004	Page 9 of 37

	Responsible Service	PI No	Definition	Frequency
	Community and Economic 	EDLPI 17	User satisfaction with the town centre (survey).	Local\Annual
	Development
	Community and Economic 	EDLPI 17	User satisfaction with the town centre (survey).	Annual
	Development
	Community and Economic 	EDLPI 18	Number of ground floor units not being used as a proportion of the total number of ground floor businesses.	Annual
	Development
	Community and Economic 	EDLPI 18	Number of ground floor units not being used as a proportion of the total number of ground floor businesses.	Local\Annual
	Development
	Community and Economic 	EDLPI 19	Number of charity shops as a % of the total number of ground floor businesses.	Annual
	Development
	Community and Economic 	EDLPI 19	Number of charity shops as a % of the total number of ground floor businesses.	Local\Annual
	Development
	Community Dev	BVPI 126	Burglaries	Annual
	Community Dev	BVPI 127a	violent offences by stranger	Annual
	Community Dev	BVPI 127b	violent offences in public	Annual
	Community Dev	BVPI 127c	violent offences re licensed premises	Annual
	Community Dev	BVPI 127d	violent offences under influence	Annual
	20 December 2004	Page 10 of 37

	Responsible Service	PI No	Definition	Frequency
	Community Dev	BVPI 128a	vehicle crime	Annual
	Community Dev	BVPI 177	% legal spend on certified suppliers	Annual
	Community Safety	CULPI 1	Level of substance misuse	Local\Quarterly
	Community Safety	CULPI 1	Level of substance misuse	Quarterly
	Community Safety	CULPI 2	No of ASB incidents reported by type	Quarterly
	Community Safety	CULPI 2	No of ASB incidents reported by type	Local\Quarterly
	Community Safety	CULPI 3	N0 of ASB incidents resolved satisfactorily	Local\Quarterly
	Community Safety	CULPI 3	N0 of ASB incidents resolved satisfactorily	Quarterly
	Cultural Services	CULPI 4	% of population using cultural and recreational facilities provided or supported by the council	Annual
	Cultural Services	CULPI 4	% of population using cultural and recreational facilities provided or supported by the council	Local\Annual
	Cultural Services	CULPI 5	% of residents satisfied with the cultural and recreational facilities provided or supported by the council	Local\Annual
	20 December 2004	Page 11 of 37

	Responsible Service	PI No	Definition	Frequency
	Cultural Services	CULPI 5	% of residents satisfied with the cultural and recreational facilities provided or supported by the council	Annual
	Cultural Services	CULPI 6	% of residents who are satisfied with the neighbourhood as a place to live	Local\Annual
	Cultural Services	CULPI 6	% of residents who are satisfied with the neighbourhood as a place to live	Annual
	Cultural Services	CULPI 7	% of residents participating local arts and cultural activity	Local\Annual
	Cultural Services	CULPI 7	% of residents participating local arts and cultural activity	Annual
	Cultural Services	CULPI 8	% of residents who believe their neighbourhood has improved over the past two years	Local\Annual
	Cultural Services	CULPI 8	% of residents who believe their neighbourhood has improved over the past two years	Annual
	Cultural Services	CULPI 9	% of residents participating in active sport and recreation	Annual
	Cultural Services	CULPI 9	% of residents participating in active sport and recreation	Local\Annual
	Cultural Services	SRLPI 11	The % of target group (locally) participating in at least 3 hours of physical activity per week (WLPSA target 8) - 	Local\Quarterly
	3 year programme
	Cultural Services	SRLPI 11	The % of target group (locally) participating in at least 3 hours of physical activity per week (WLPSA target 8) - 	Quarterly
	3 year programme
	20 December 2004	Page 12 of 37

	Responsible Service	PI No	Definition	Frequency
	Customer Services	CSLPI 1	% of calls abandoned	Monthly
	Customer Services	CSLPI 1	% telephone calls answered within 6 rings.	Local\Monthly
	Customer Services	CSLPI 2	% of queries dealt with at first point of contact by CCC	Monthly
	Customer Services	CSLPI 2	% of queries dealt with at first point of contact.	Local\Monthly
	Customer Services	CSLPI 3	% of emails answered within 3 hours.	Local\Monthly
	Customer Services	CSLPI 3	% of calls that opted to queue	Monthly
	Customer Services	CSLPI 4	% of customers rating Customer Services as "good"	Local\Annual
	Customer Services	CSLPI 4	% of customers rating Customer Services as "good"	Annual
	Customer Services	CSLPI 4	Average queuing time	Monthly
	Customer Services	CSLPI 5	Average waiting time at CSC	Monthly
	Customer Services	CSLPI 6	% of queries dealt with at first point of contact by CSC	Monthly
	20 December 2004	Page 13 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental	BVPI 166	Enforcement checklist score	Quarterly
	Environmental	BVPI 199	Cleanliness of relevant land	Quarterly
	Environmental	BVPI 82a	% waste recycled	Monthly
	Environmental	BVPI 82b	% wste composted	Monthly
	Environmental	BVPI 84	Kg waste collected	Monthly
	Environmental	BVPI 86	Cost of waste collection	Annual
	Environmental	BVPI 91	% population served by kerbside recycling	Annual
	Environmental Services	ADLPI 1	Taxi Licensing - average time taken to issue licence for vehicle after inspection and MOT	Local\Monthly
	Environmental Services	ADLPI 2	Taxi Licensing - average time taken to issue license to operators after application received	Local\Monthly
	Environmental Services	ADLPI 3	% of taxi and private hire vehicles licenses issued within 5 working day of reciept.	Local\Monthly
	Environmental Services	ADLPI 4	Lotteries licence - average time taken to issue license to operators after application received	Local\Monthly
	20 December 2004	Page 14 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	ADLPI 5	Street Collections - average time taken to issue licences after application received	Local\Monthly
	Environmental Services	ADLPI 6	Amusements with prizes machines - average time taken to issue licence after application determined	Local\Monthly
	Environmental Services	CCLPI 1	 Number of refuse complaints per month.	Local\Monthly
	Environmental Services	CCLPI 10 	Number of public convenience complaints per month.	Local\Monthly
	Environmental Services	CCLPI 2	% of gas lamps working per month.	Local\Monthly
	Environmental Services	CCLPI 3	Number of lfy tipping incidents per month.	Local\Monthly
	Environmental Services	CCLPI 4	Number of car park PCNS per month.	Local\Monthly
	Environmental Services	CCLPI 5	Car park income per month.	Local\Monthly
	Environmental Services	CCLPI 6	Car park usage -% spaces per month.	Local\Monthly
	Environmental Services	CCLPI 7	Quantity of paper bring recylcing per month.	Local\Monthly
	Environmental Services	CCLPI 8	Number of working days lost through sickness per month.	Local\Monthly
	20 December 2004	Page 15 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	CCLPI 9	% of streets cleaned per month.	Local\Monthly
	Environmental Services	EHLPI 1	% of environmental health request for service responded to within 2 working days.	Local\Monthly
	Environmental Services	EHLPI 2	% of dog complaints responded to within 2 working days.	Local\Monthly
	Environmental Services	EHLPI 3	% of pest complaints responded to within 2 working days.	Local\Monthly
	Environmental Services	EHLPI 5	% of food inspectoins which have been completed within a 2 month period of due date.	Local\Monthly
	Environmental Services	ESLPI 1	Number of missed refuse collections per 100,000 collections	Local\Monthly
	Environmental Services	ESLPI 1	% of environmental health request for service responded to within 2 working days.	Monthly
	Environmental Services	ESLPI 10	% of candidates passing training courses	Monthly
	Environmental Services	ESLPI 10	Number of heart beat awards issued.	Local\Monthly
	Environmental Services	ESLPI 10	% of candidates passing training courses	Annual
	Environmental Services	ESLPI 11	Number of heart beat awards issued.	Monthly
	20 December 2004	Page 16 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	ESLPI 11	Number of food guard awards issued.	Local\Monthly
	Environmental Services	ESLPI 12	Number of food guard awards issued.	Monthly
	Environmental Services	ESLPI 12	% customer satisfactoin with response to request for services.	Local\Annual
	Environmental Services	ESLPI 13	% customer satisfactIOn with response to request for services.	Annual
	Environmental Services	ESLPI 13	% of registered food premises having Heartbeat or Foodguard award.	Local\Monthly
	Environmental Services	ESLPI 14	% of private water supplies meeting potability standard.	Local\Monthly
	Environmental Services	ESLPI 14	% of registered food premises having Heartbeat award.	Monthly
	Environmental Services	ESLPI 14a	% of registered food premises having Foodguard award.	Monthly
	Environmental Services	ESLPI 15	% of private water supplies meeting potability standard.	Monthly
	Environmental Services	ESLPI 15	% site having air quality above defined standards (40ug/m3).	Local\Monthly
	Environmental Services	ESLPI 16	% site having air quality above defined standards (40ug/m3).	Monthly
	20 December 2004	Page 17 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	ESLPI 16	% abandoned vehicles removed within target period of being reported.	Local\Monthly
	Environmental Services	ESLPI 17	% of applicatons for Premises Licences issued within 30 working days from reciept.	Local\Monthly
	Environmental Services	ESLPI 17	% abandoned vehicles removed within target period of being reported.	Monthly
	Environmental Services	ESLPI 18	% of applicatons for Premises Licences issued within 30 working days from reciept.	Monthly
	Environmental Services	ESLPI 18	% of applications for Personal Licesnces issued within 30 working days.	Local\Monthly
	Environmental Services	ESLPI 19	% of applications for Personal Licesnces issued within 30 working days.	Monthly
	Environmental Services	ESLPI 19	% of households participating in kerbside recycling.	Local\Monthly
	Environmental Services	ESLPI 2	Cleanliness of public conveniences	Local\Monthly
	Environmental Services	ESLPI 2	% of dog complaints responded to within 2 working days.	Monthly
	Environmental Services	ESLPI 20	% of households participating in kerbside recycling.	Monthly
	Environmental Services	ESLPI 21	Number of missed refuse collections per 100,000 collections	Monthly
	20 December 2004	Page 18 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	ESLPI 22	Cleanliness of public conveniences	Monthly
	Environmental Services	ESLPI 23	Number of lfy tipping incidents per month.	Monthly
	Environmental Services	ESLPI 24	Number of car park PCNS per month.	Monthly
	Environmental Services	ESLPI 25	Car park income per month.	Monthly
	Environmental Services	ESLPI 26	Car park usage -% spaces per month.	Monthly
	Environmental Services	ESLPI 27	% of working days lost through sickness per month.	Monthly
	Environmental Services	ESLPI 28	% of streets cleaned per month.	Monthly
	Environmental Services	ESLPI 29	Number of public convenience complaints per month.	Monthly
	Environmental Services	ESLPI 3	% of pest complaints responded to within 2 working days.	Monthly
	Environmental Services	ESLPI 3	% of assayable food samples taken against agreed sampling plans.	Local\Monthly
	Environmental Services	ESLPI 31	Taxi Licensing - average time taken to issue licence for vehicle after inspection and MOT	Monthly
	20 December 2004	Page 19 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	ESLPI 32	Taxi Licensing - average time taken to issue license to operators after application received	Monthly
	Environmental Services	ESLPI 33	Lotteries licence - average time taken to issue license to operators after application received	Monthly
	Environmental Services	ESLPI 34	Street Collections - average time taken to issue licences after application received	Monthly
	Environmental Services	ESLPI 35	Amusements with prizes machines - average time taken to issue licence after application determined	Monthly
	Environmental Services	ESLPI 37	Number of missed replenishments per 100,000	Monthly
	Environmental Services	ESLPI 38	Number of successful appeals as % of PCNs issued	Monthly
	Environmental Services	ESLPI 4	% of food hazard warnings responded to within 2 working days.	Local\Monthly
	Environmental Services	ESLPI 4	% of food inspectoins which have been completed within a 2 month period of due date.	Bi-monthly
	Environmental Services	ESLPI 5	% of infectious disease reports responded to within 2 working days.	Local\Monthly
	Environmental Services	ESLPI 5	% of assayable food samples taken against agreed sampling plans.	Monthly
	Environmental Services	ESLPI 6	% of food hazard warnings responded to within 2 working days.	Monthly
	20 December 2004	Page 20 of 37

	Responsible Service	PI No	Definition	Frequency
	Environmental Services	ESLPI 6	% reduction in reportable workplace accidents/dangerout occurrences.	Local\Monthly
	Environmental Services	ESLPI 7	% of H&S inspections which have been completed within a 2 month period of due date.	Local\Monthly
	Environmental Services	ESLPI 7	% of infectious disease reports responded to within 2 working days.	Monthly
	Environmental Services	ESLPI 8	% of accidents and dangerous occurrences investigated within 2 working days of reciept of notification.	Local\Monthly
	Environmental Services	ESLPI 8	% of H&S inspections which have been completed within a 2 month period of due date.	Monthly
	Environmental Services	ESLPI 9	% of accidents and dangerous occurrences investigated within 2 working days of reciept of notification.	Monthly
	Environmental Services	ESLPI 9	% of candidates passing training courses	Local\Annual
	Financial Services	BVPI 8	% invoices paid on time	Monthly
	Housing	Number of opportunities for access to affordable housing	Quarterly
	Housing	BVPI 176	Domestic violence refuge places	Annual
	Housing	BVPI 183	Stay in B & B	Monthly
	20 December 2004	Page 21 of 37

	Responsible Service	PI No	Definition	Frequency
	Housing	BVPI 202	Rough sleepers	Annual
	Housing	BVPI 203	Changes in nos in temp accomm	Annual
	Housing	BVPI 62	% unfit PS dwellings made fit	Quarterly
	Housing	BVPI 64	No empty PS dwellings returned	Quarterly
	Housing	HLPI 1	Proportion of homeless decisions made within 33 working days	Local\Monthly
	Housing	HLPI 1	Proportion of homeless decisions made within 33 working days	Monthly
	Housing	HLPI 10	No of homeless households re-housed	Monthly
	Housing	HLPI 11	% of homeless households satisfied with the process and their treatment	Quarterly
	Housing	HLPI 12	No of bed-nights in temp accomm	Monthly
	Housing	HLPI 2	Average number of households in bed and breakfast during the year.	Local\Monthly
	Housing	HLPI 3	Average time to permanently rehouse applicants.	Local\Monthly
	20 December 2004	Page 22 of 37

	Responsible Service	PI No	Definition	Frequency
	Housing	HLPI 3	Average time to permanently rehouse applicants.	Monthly
	Housing	HLPI 5	Total number of homeless presentations.	Local\Monthly
	Housing	HLPI 5	Total number of accepted homeless presentations	Monthly
	Housing	HLPI 5a	Total number of homeless presentations.	Monthly
	Housing	HLPI 6	Stayput and Housing advice - numbers of people enabled to stay in own homes as a result of help provided.	Quarterly
	Housing	HLPI 6	Stayput and Housing advice - numbers of people enabled to stay in own homes as a result of help provided.	Local\Monthly
	Housing	HLPI 7	Average time taken to notify applicant of decision from date of application.	Local\Monthly
	Housing	HLPI 7	Number on waiting list > 150 points	Quarterly
	Housing	HLPI 8	% of decisions which were accepted for rehousing.	Local\Monthly
	Housing	HLPI 9	Number of afordable new units for rent or home ownership	Quarterly
	ICT and document services	ITLPI 10	% of all jobs delievered on time.	Quarterly
	20 December 2004	Page 23 of 37

	Responsible Service	PI No	Definition	Frequency
	ICT and document services	ITLPI 10	% of all jobs delievered on time.	Local\Quarterly
	ICT and document services	ITLPI 2	% helpdesk calls responded to within the agreed timescales.	Monthly
	ICT and document services	ITLPI 2	% helpdesk calls responded to within the agreed timescales.	Local\Monthly
	ICT and document services	ITLPI 4	Monthly customer feedback satisfaction survey - % of all those who called the help desk and were asked about	Monthly
	 the service they received and said they were satisfied.
	ICT and document services	ITLPI 4	Monthly customer feedback satisfaction survey - % of all those who called the help desk and were asked about	Local\Monthly
	 the service they received and said they were satisfied.
	ICT and document services	ITLPI 5	% non agreed agreed downtime of systems.	Local\Monthly
	ICT and document services	ITLPI 5	% non agreed downtime of systems.	Monthly
	ICT and document services	ITLPI 6	Annual % increase improvement in staff satisfaction survey (internal to finanacial services).  Annual survey 	Annual
	but initially to be carried out 6 monthly.
	ICT and document services	ITLPI 6	Annual % increase improvement in staff satisfaction survey (internal to finanacial services).  Annual survey 	Local\Annual
	but initially to be carried out 6 monthly.
	ICT and document services	ITLPI 7	% of all jobs delivered to agreed and published service standards.	Quarterly
	ICT and document services	ITLPI 7	% of all jobs delivered to agreed and published service standards.	Local\Quarterly
	20 December 2004	Page 24 of 37

	Responsible Service	PI No	Definition	Frequency
	ICT and document services	ITLPI 8	% annual increase in satisfied customers (of major projects) as measured by user survey.  Annual survey buy	Annual
	 initially carried out 6 monthly.
	ICT and document services	ITLPI 8	% annual increase in satisfied customers (of major projects) as measured by user survey.  Annual survey buy	Local\Annual
	 initially carried out 6 monthly.
	ICT and document services	ITLPI 9	% of first proofs delivered on time and accepted by user as meeting the brief.	Local\Quarterly
	ICT and document services	ITLPI 9	% of first proofs delivered on time and accepted by user as meeting the brief.	Quarterly
	Learning & Development 	LDLPI 1	% of employees whose skills, knowledge and attributes have improved since their last PR&D	Local\Annual
	Unit
	Learning & Development 	LDLPI 1	% of employees whose skills, knowledge and attributes have improved since their last PR&D	Annual
	Unit
	Learning & Development 	LDLPI 2	% of employees who have been provided with the identified learning opportunities	Local\Annual
	Unit
	Learning & Development 	LDLPI 2	% of employees who have been provided with the identified learning opportunities	Annual
	Unit
	Learning & Development 	LDLPI 3	% of managers showing improved managemetn competency.	Local\Annual
	Unit
	Learning & Development 	LDLPI 3	% of managers showing improved managemetn competency.	Annual
	Unit
	Learning & Development 	LDLPI 4	% of employees and members who are satisfied with New Dimensions and other training programmes.	Local\Annual
	Unit
	20 December 2004	Page 25 of 37

	Responsible Service	PI No	Definition	Frequency
	Learning & Development 	LDLPI 4	% of employees and members who are satisfied with New Dimensions and other training programmes.	Annual
	Unit
	Learning & Development 	LDLPI 5	% of employees that are satisfied with the way that the Council’s objectives are reflected in their own work 	Annual
	Unit	objectives
	Learning & Development 	LDLPI 5	% of employees that are satisfied with the way that the Council’s objectives are reflected in their own work 	Local\Annual
	Unit	objectives
	Legal	BVPI 157	% transactions e-enabled	Annual
	Legal Services	LSLPI 1	Electoral registratoin annual audit - % households responding	Annual
	Legal Services	LSLPI 1	Electoral registratoin annual audit - % households responding	Local\Annual
	Legal Services	LSLPI 2	Electoral registration annual audit - number of householdsusing telephone response service.	Annual
	Legal Services	LSLPI 2	Electoral registration annual audit - number of householdsusing telephone response service.	Local\Annual
	Legal Services	LSLPI 3	Legal services customer satisfaction survey.  Overall satisfaction.	Local\Annual
	Legal Services	LSLPI 3	Legal services customer satisfaction survey.  Overall satisfaction.	Annual
	Legal Services	LSLPI 4	Legal section - % new instructions dealt within 14 days.	Quarterly
	20 December 2004	Page 26 of 37

	Responsible Service	PI No	Definition	Frequency
	Legal Services	LSLPI 4	Legal section - % new instructions dealt within 14 days.	Local\Quarterly
	Legal Services	LSLPI 5	Legal section - Number chargeable hours recorded as a % of those available.	Quarterly
	Legal Services	LSLPI 5	Legal section - Number chargeable hours recorded as a % of those available.	Local\Quarterly
	Personnel	BVPI 11a	% top 5% earners women	Annual
	Personnel	BVPI 11b	% top 5% earners ethnic	Annual
	Personnel	BVPI 12	Sickness absence	Monthly
	Personnel	BVPI 14	% early retirees	Annual
	Personnel	BVPI 15	% ill-health retirees	Annual
	Personnel	BVPI 16	% staff disabled	Annual
	Personnel	BVPI 17	% staff ethnic	Annual
	Personnel/Payroll Services	PELPI 1	Employee Turnover (all leavers)	Local\Monthly
	20 December 2004	Page 27 of 37

	Responsible Service	PI No	Definition	Frequency
	Personnel/Payroll Services	PELPI 1	Employee Turnover (all leavers)	Monthly
	Personnel/Payroll Services	PELPI 4	Heads of service and managers annual user satisfaction survey (measured on a scale of 1-5)	Local\Annual
	Personnel/Payroll Services	PELPI 4	Heads of service and managers annual user satisfaction survey (measured on a scale of 1-5)	Annual
	Personnel/Payroll Services	PELPI 5	% of employees satisfied with employer (as measured by staff survey) to include job satisfaction, interest in 	Local\Half yearly
	job, communication etc)
	Personnel/Payroll Services	PELPI 5	% of employees satisfied with employer (as measured by staff survey) to include job satisfaction, interest in 	Half-yearly
	job, communication etc)
	Personnel/Payroll Services	PELPI 6	Reported accidents	Local\Monthly
	Personnel/Payroll Services	PELPI 6	Reported accidents	Monthly
	Personnel/Payroll Services	PELPI 7	% of staff who have completed their PR&D during the year	Local\Monthly
	Personnel/Payroll Services	PELPI 7	% of staff who have completed their PR&D during the last twelve months	Monthly
	Personnel/Payroll Services	PELPI 8	Vacancies	Monthly
	Planning Services	BVPI 106	% new homes on brownfield sites	Annual
	20 December 2004	Page 28 of 37

	Responsible Service	PI No	Definition	Frequency
	Planning Services	BVPI 109a	Major planning applications	Monthly
	Planning Services	BVPI 109b	Minor planning applications	Monthly
	Planning Services	BVPI 109c	Other planning applications	Monthly
	Planning Services	BVPI 200a	Plan making	Annual
	Planning Services	BVPI 200b	Plan making	Annual
	Planning Services	BVPI 204	% of appeals allowed against refusals	Annual
	Planning Services	BVPI 205	Quality of service checklist	Annual
	Planning Services	LBCPI 1	% registration and acknowledgement of building regulaton applicatons within 2 days.	Monthly
	Planning Services	LBCPI 1	% registration and acknowledgement of building regulaton applicatons within 2 days.	Local\Monthly
	Planning Services	LBCPI 2	Site inspection requset response times on same day (if received before 10:00am).	Local\Monthly
	Planning Services	LBCPI 2	Site inspection requset response times on same day (if received before 10:00am).	Monthly
	20 December 2004	Page 29 of 37

	Responsible Service	PI No	Definition	Frequency
	Planning Services	LBCPI 3	Issue completion certificate (within 2 working days of satisfactory inspections.)	Monthly
	Planning Services	LBCPI 3	Issue completion certificate (within 2 working days of satisfactory inspections.)	Local\Monthly
	Planning Services	PLPI 3	% building regulations (full applications) checked and agent notified within 2 weeks.	Local\Monthly
	Planning Services	PLPI 3	% building regulations (full applications) checked and agent notified within 2 weeks.	Monthly
	Planning Services	PLPI 4	Cost per head of population (former national BVPI).	Annual
	Planning Services	PLPI 4	Cost per head of population (former national BVPI).	Local\Annual
	Planning Services	PLPI 5	% Planning decisions delegated to officers (former national BVPI).	Monthly
	Planning Services	PLPI 5	% Planning decisions delegated to officers (former national BVPI).	Local\Monthly
	Property Services	BVPI 156	% buildings accessible to disabled	Annual
	Property Services	BVPI 180a	Electricity consumption	Annual
	Property Services	BVPI 180b	Gas consumption	Annual
	20 December 2004	Page 30 of 37

	Responsible Service	PI No	Definition	Frequency
	Revenues and Benefits	RBLPI 1	% of new claims processed within 14 days of receipt of a complete and valid application	Monthly
	Revenues and Benefits	RBLPI 1	% of new claims processed within 14 days of receipt of a complete and valid application	Local\Monthly
	Revenues and Benefits	RBLPI 10	% of Council Tax.NNDR the Council targets for collectoin from the total amount due plus arrears.	Quarterly
	Revenues and Benefits	RBLPI 10	% of Council Tax.NNDR the Council targets for collectoin from the total amount due plus arrears.	Local\Quarterly
	Revenues and Benefits	RBLPI 11	% of Council tax.NNDR bills accurate first time.	Quarterly
	Revenues and Benefits	RBLPI 11	% of Council tax.NNDR bills accurate first time.	Local\Quarterly
	Revenues and Benefits	RBLPI 2	Annual customer satisfaction survey results.	Local\Annual
	Revenues and Benefits	RBLPI 2	Annual customer satisfaction survey results.	Annual
	Revenues and Benefits	RBLPI 4	Employee hours to administer each HB claim	Quarterly
	Revenues and Benefits	RBLPI 4	Employee hours to administer each HB claim	Local\Quarterly
	Revenues and Benefits	RBLPI 5	% of Council Tax and NNDR collected over time.	Local\Quarterly
	20 December 2004	Page 31 of 37

	Responsible Service	PI No	Definition	Frequency
	Revenues and Benefits	RBLPI 5	% of Council Tax and NNDR collected over time.	Quarterly
	Revenues and Benefits	RBLPI 6	% of new liable premises applied within 14 calender days.	Local\Quarterly
	Revenues and Benefits	RBLPI 6	% of new liable premises applied within 14 calender days.	Quarterly
	Revenues and Benefits	RBLPI 7	% of changes in circumstances of Council Tax wnd NNDR payers processed in 14 calender days of reciept of 	Local\Monthly
	a written report of the change or written evidence in support of a change notified by telephone.
	Revenues and Benefits	RBLPI 8	No overpayment cases identified per 1000 cases.	Local\Quarterly
	Revenues and Benefits	RBLPI 8	No overpayment cases identified per 1000 cases.	Quarterly
	Revenues and Benefits	RBLPI 9	% of claims stopped following fraud investigation.	Quarterly
	Revenues and Benefits	RBLPI 9	% of claims stopped following fraud investigation.	Local\Quarterly
	Revs & Bens	BVPI 10	% NNDR collected	Monthly
	Revs & Bens	BVPI 76a	Claimants visited	Annual
	Revs & Bens	BVPI 76b	Fraud investigators	Annual
	20 December 2004	Page 32 of 37

	Responsible Service	PI No	Definition	Frequency
	Revs & Bens	BVPI 76c	Fraud investigations	Annual
	Revs & Bens	BVPI 76d	Prosecutions	Annual
	Revs & Bens	BVPI 78a	Time for new claims	Monthly
	Revs & Bens	BVPI 78b	Time for changes	Monthly
	Revs & Bens	BVPI 79a	% calculations correct	Quarterly
	Revs & Bens	BVPI 79b	% overpayments recovered	Quarterly
	Revs & Bens	BVPI 9	% Council Tax collected	Monthly
	SSU	BVPI 1	Community Strategy	Annual
	SSU	BVPI 2	Equality Standard	Annual
	Strategic Support Unit	BVPM 1	% of all comparable PI's in top quartile	Local\Monthly
	Strategic Support Unit	BVPM 1	% of all comparable PI's in top quartile	Monthly
	20 December 2004	Page 33 of 37

	Responsible Service	PI No	Definition	Frequency
	Strategic Support Unit	BVPM 10	EFQM peer/self assessment score	Annual
	Strategic Support Unit	BVPM 10	EFQM peer/self assessment score	Local\Annual
	Strategic Support Unit	BVPM 11	Quartile analysis: league position	Local\Quarterly
	Strategic Support Unit	BVPM 11	Quartile analysis: league position	Quarterly
	Strategic Support Unit	BVPM 12	Performance against Redbridge policy benchmark	Annual
	Strategic Support Unit	BVPM 12	Performance against Redbridge policy benchmark	Local\Annual
	Strategic Support Unit	BVPM 13	BVR's improving.	Local\Annual
	Strategic Support Unit	BVPM 13	BVR's improving.	Annual
	Strategic Support Unit	BVPM 2	% of all comparable PI's in bottom quartile	Local\Monthly
	Strategic Support Unit	BVPM 2	% of all comparable PI's in bottom quartile	Monthly
	Strategic Support Unit	BVPM 3	Satisfaction of SMT with unit support	Local\Annual
	20 December 2004	Page 34 of 37

	Responsible Service	PI No	Definition	Frequency
	Strategic Support Unit	BVPM 3	Satisfaction of SMT with unit support	Annual
	Strategic Support Unit	BVPM 4	% of due performance measures reported	Monthly
	Strategic Support Unit	BVPM 4	% of due performance measures reported	Local\Monthly
	Strategic Support Unit	BVPM 5	% of all PI's on or above target	Monthly
	Strategic Support Unit	BVPM 5	% of all PI's on or above target	Local\Monthly
	Strategic Support Unit	BVPM 6	% of all PI's equal to or above previous year end results	Local\Monthly
	Strategic Support Unit	BVPM 6	% of all PI's equal to or above previous year end results	Monthly
	Strategic Support Unit	BVPM 7	Satisfaction of PI panel with unit support	Annual
	Strategic Support Unit	BVPM 7	Satisfaction of PI panel with unit support	Local\Annual
	Strategic Support Unit	BVPM 8	Best Value staff awareness levels	Annual
	Strategic Support Unit	BVPM 8	Best Value staff awareness levels	Local\Annual
	20 December 2004	Page 35 of 37

	Responsible Service	PI No	Definition	Frequency
	Strategic Support Unit	BVPM 9	Percentage of services benchmarking	Local\Annual
	Strategic Support Unit	BVPM 9	Percentage of services benchmarking	Annual
	Technical Services	% of customers satisfied with response to maintenance requests	Monthly
	Technical Services	TSLPI 1	% of all active projects outside 5% of agreed budget	Quarterly
	Technical Services	TSLPI 1	% of all active projects outside 5% of agreed budget	Local\Quarterly
	Technical Services	TSLPI 2	% of all active projects outside 5% of agreed timescale	Quarterly
	Technical Services	TSLPI 2	% of all active projects outside 5% of agreed timescale	Local\Quarterly
	Technical Services	TSLPI 3	% of all completed projects not meeting all agreed requirements and standards	Local\Quarterly
	Technical Services	TSLPI 3	% of all completed projects not meeting all agreed requirements and standards	Quarterly
	Technical Services	TSLPI 4	% of customers satisfied with response to maintenance requests	Local\Monthly
	20 December 2004	Page 36 of 37

	Responsible Service	PI No	Definition	Frequency
	20 December 2004	Page 37 of 37