Page 1

M a r / P e r io d 1 3 2 0 1 1 - 1 2


A b s e n c e M a n a g e m e n t: P e r c e n ta g e o f w o r k in g d a y s lo s t fo r a ll E d u c a tio n a l & S o c ia l S e r v ic e s ta ff, e x c lu d in g 2010

6 5 4 3 2 1 0

Im p r o v e m e n t A c tio n

N a r r a tiv e A b s e n c e f o r M a r c h 2 0 1 2 w a s 6 .5 6 % , a d e t e r io r a t io n f r o m p r e v io u s m o n t h s a n d a b o v e t h e C o u n c il t a r g e t o f 4 % . W it h in t h e s e r v ic e , s h o r t t e r m a b s e n c e s a c c o u n t e d f o r a ll a b s e n c e s . T h e t o p 3 r e a s o n s f o r a b s e n c e w e r e S t r e s s / D e b ilit y - P e r s o n a l ( 2 3 % ) , M u s c u lo s k e le t a l ( 1 6 % ) a n d O p e r a t io n s / R e c o v e r y / T r e a t m e n t ( 1 5 .8 % ) .

M ar

% % % % % % % % % % % %

Feb

.9 .7 .5 .0 .1 .8 .9 .1 .3 .8 .2 .6

Jan

4 4 5 6 5 5 5 6 6 5 6 6

D ec

% % % % % % % % % % % %

N ov

.3 .2 .7 .2 .6 .9 .7 .4 .6 .2 .3 .0

O ct

6 6 5 6 4 4 4 5 5 6 5 5

Sep

% % % % % % % % % % % %

7

Aug

% % % % % % % % %

.8 .1 .4 .2 .2 .6 .2 .5 .8 .3 .3 .0

2 0 1 1 /1 2

Jul

.8 .4 .6 .9 .4 .8 .9 .8 .5

4 5 4 6 4 5 6 7 6 7 7 7

2 0 1 0 /1 1

Jun

6 4 3 4 5 5 5 4 4

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

A b sen ce co E x e c u t iv e D M anagem e c o m p le t io n

n t in u e s t o b e m o n it o r e d m o n t h ly o n a s e r v ic e b y s e r v ic e b a s is t h r o u g h ir e c t o r a n d H e a d o f S e r v ic e o n e t o o n e s a n d t h r o u g h t h e D e p a r t m e n t a l n t T e a m a n d in c lu d e s r e v ie w in g le v e ls o f a b s e n c e , r e a s o n s f o r a b s e n c e , o f a b s e n c e r e v ie w m e e t in g s a n d r e f e r r a ls .

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A b s e n c e M a n a g e m e n t: P e r c e n ta g e o f w o r k in g d a y s lo s t fo r a ll F in a n c e & C o r p o r a te S u p p o r t s ta ff. 2010

.3 .1 .1 .9 .3 .3 .4 .7 .8 .8 .9 .1

% % % % % % % % % % % %

5

4

3

2

1

0

Im p r o v e m e n t A c tio n

N a r r a tiv e A b s e n c e f o r M a r c h 2 0 1 2 w a s 4 .1 1 % , a s lig h t d e t e r io r a t io n f r o m p r e v io u s m o n t h s a n d in lin e w it h t h e C o u n c il t a r g e t o f 4 % . W it h in t h e s e r v ic e , s h o r t t e r m a b s e n c e s a c c o u n t e d f o r a ll a b s e n c e s . T h e t o p 3 r e a s o n s f o r a b s e n c e w e r e O p e r a t io n s / R e c o v e r y / T r e a t m e n t ( 2 7 .4 % ) , M u s c u lo s k e le t a l ( 8 0 .8 % ) a n d c o ld s / f lu (9 .9 % ).

M ar

5 4 4 3 4 4 4 4 4 3 3 4

Feb

% % % % % % % % % % % %

Jan

.3 .7 .4 .1 .0 .2 .0 .9 .2 .0 .2 .0

D ec

4 3 3 3 3 3 4 3 5 4 3 4

N ov

% % % % % % % % % % % %

O ct

.5 .5 .9 .9 .7 .3 .6 .0 .8 .4 .0 .4

Sep

1 2 2 3 2 4 3 4 2 3 3 2

6

Aug

% % % % % % % % % % % %

2 0 1 1 /1 2

Jul

.7 .2 .3 .7 .2 .8 .1 .7 .3 .6 .1 .7

2 0 1 0 /1 1

Jun

3 4 4 4 4 2 3 4 5 3 3 2

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

A b sen ce co E x e c u t iv e D M anagem e c o m p le t io n

n t in u e s t o b e m o n it o r e d m o n t h ly o n a s e r v ic e b y s e r v ic e b a s is t h r o u g h ir e c t o r a n d H e a d o f S e r v ic e o n e t o o n e s a n d t h r o u g h t h e D e p a r t m e n t a l n t T e a m a n d in c lu d e s r e v ie w in g le v e ls o f a b s e n c e , r e a s o n s f o r a b s e n c e , o f a b s e n c e r e v ie w m e e t in g s a n d r e f e r r a ls .

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A b s e n c e M a n a g e m e n t: P e r c e n ta g e o f w o r k in g d a y s lo s t fo r a ll N e ig h b o u r h o o d S e r v ic e s s ta ff. 2010

6 5 4 3 2 1 0

Im p r o v e m e n t A c tio n

N a r r a tiv e A b sen ce a b o v e th f o r a ll a b (1 8 .4 % ),

fo r M a rc h 2 0 1 2 e C o u n c il t a r g e t se n ce s. T h e to p S t r e s s / D e b ilit y -

w a s 5 .0 1 % , a s lig h t im p r o v e m e n t f r o m p r e v io u s m o n t h s a n d o f 4 % . W it h in t h e s e r v ic e , s h o r t t e r m a b s e n c e s a c c o u n t e d 3 r e a s o n s f o r a b s e n c e w e r e O p e r a t io n s / R e c o v e r y / T r e a t m e n t P e r s o n a l ( 1 6 .2 % ) a n d M u s c u lo s k e le t a l ( 1 5 % ) .

M ar

% % % % % % % % % % % %

Feb

.8 .0 .6 .4 .8 .1 .0 .1 .5 .2 .1 .0

Jan

5 6 5 5 4 5 5 5 5 5 5 5

D ec

% % % % % % % % % % % %

N ov

.2 .7 .3 .7 .8 .1 .5 .1 .7 .2 .5 .3

O ct

5 5 5 5 5 6 6 6 6 6 5 5

Sep

% % % % % % % % % % % %

7

Aug

% % % % % % % % %

.8 .4 .7 .1 .4 .0 .0 .1 .7 .8 .6 .0

2 0 1 1 /1 2

Jul

.5 .5 .7 .0 .5 .2 .7 .9 .1

4 5 4 6 6 7 6 6 6 5 5 5

2 0 1 0 /1 1

Jun

4 4 5 6 5 7 6 4 5

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

A b sen ce co E x e c u t iv e D M anagem e c o m p le t io n

n t in u e s t o b e m o n it o r e d m o n t h ly o n a s e r v ic e b y s e r v ic e b a s is t h r o u g h ir e c t o r a n d H e a d o f S e r v ic e o n e t o o n e s a n d t h r o u g h t h e D e p a r t m e n t a l n t T e a m a n d in c lu d e s r e v ie w in g le v e ls o f a b s e n c e , r e a s o n s f o r a b s e n c e , o f a b s e n c e r e v ie w m e e t in g s a n d r e f e r r a ls .

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D o m e s tic N o is e C o m p la in ts : A v e r a g e tim e ( h o u r s ) b e tw e e n c o m p la in t a n d s ite v is it ( A n tis o c ia l B e h a v io u r A c t) 2010

0 0 0 1 1 1 1 0 0 0 0 0

1 .4 1 .2 1 .0 0 .8 0 .6 0 .4

M ar

Im p r o v e m e n t A c tio n

N a r r a tiv e In d ic a t o r is d r iv e n b y s e r v ic e r e q u e s t s r e c e iv e d .

Feb

0 .0

Jan

0 .2 D ec

.8 .9 .7 .0 .0 .4 .0 .9 .9 .9 .9 .6

N ov

.8 .9 .7 .7 .7 .6 .8 .9 .8 .9 .8 .9

O ct

0 0 0 0 0 0 0 0 0 0 0 0

Sep

.8 .8 .9 .6 .6 .7 .6 .5 .8 .7 .5 .6

1 .6

Aug

0 0 0 0 0 0 0 0 0 0 0 0

2 0 1 1 /1 2

Jul

.4 .6 .4 .5 .5 .6 .7 .6 .6 .7 .6 .7

2 0 1 0 /1 1

Jun

0 0 0 0 0 0 0 0 0 0 0 0

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

N one.

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T r a d in g S ta n d a r d s C o m p la in ts : P e r c e n ta g e o f c o n s u m e r c o m p la in ts c o m p le te d w ith in 1 4 d a y s . 2010

P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9 6 7 5 5 5 7 6 7 6 6 6 6

4 1 8 7 6 0 2 2 7 2 4 9

.8 .7 .6 .7 .3 .4 .4 .7 .9 .7 .9 .5

% % % % % % % % % % % %

2 0 0 9 /1 0 6 6 5 6 6 6 7 6 5 6 7 8

8 6 9 2 0 8 4 9 4 4 4 0

.1 .2 .5 .3 .7 .0 .2 .4 .2 .5 .5 .2

2 0 1 0 /1 1

% % % % % % % % % % % %

7 7 6 7 8 7 8 8 9 8 7 7

4 8 5 8 3 7 3 2 1 1 9 4

.4 .8 .9 .0 .8 .1 .3 .4 .2 .6 .1 .0

% % % % % % % % % % % %

2 0 1 1 /1 2 6 5 7 6 7 5 5 6 6 8 8 6

5 2 3 9 5 8 3 8 3 4 0 6

.1 .2 .9 .4 .5 .8 .4 .9 .6 .1 .0 .7

% % % % % % % % % % % %

2011

100 90 80 70 60 50 40 30 20

M ar

Feb

Jan

D ec

N ov

O ct

Sep

Aug

Jul

Jun

Im p r o v e m e n t A c tio n

N a r r a tiv e 9 6 c o m p la in t s w e r e c o m p le t e d d u r in g M a r c h . O f t h e s e , 6 4 w e r e d a y s . A s s u c h , t h e p e r c e n t a g e o f c o n s u m e r c o m p la in t s c o m p le t e 6 6 .7 % f o r t h e m o n t h o f M a r c h . T h is is in lin e w it h t h e t a r g e t a n d t h e s e r v ic e d e a lin g w it h a n in c r e a s e d n u m b e r o f c o m p le x c o m p la

M ay

0

Apr

10

c o m p le t e d w it h in 1 4 d w it h in 1 4 d a y s w a s r e f le c t s t h e im p a c t o f in t s .

P e r f o r m a n c e w ill c o n t in u e t o b e m o n it o r e d o n a m o n t h ly b a s is , a n d im p r o v e m e n t a c t io n s id e n t if ie d a s a p p r o p r ia t e .

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B e n e fit A d m in is tr a tio n : A v e r a g e tim e ta k e n to p r o c e s s n e w c la im s a n d c h a n g e e v e n ts . 2010

P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9 1 1 1 1 1 1 2 1 1 1 1 1

6 3 5 3 4 6 0 6 6 9 4 3

.4 .8 .2 .2 .3 .6 .6 .3 .0 .4 .4 .1

2 0 0 9 /1 0 1 1 1 1 1 1

0 4 2 4 2 4

.1 .0 .5 .9 .4 .2 9 .4 1 3 .1 1 4 .9 1 2 .3 4 .3 1 0 .9

2 0 1 0 /1 1 1 1 1 1 1 1 1 1 1 1 1 1

4 0 3 2 3 8 6 5 3 6 3 1

.1 .5 .2 .1 .6 .1 .7 .6 .7 .3 .9 .9

2 0 1 1 /1 2

20

1 1 1 1 1 1 1 1 1 1 1

18

5 7 6 3 4 5 5 5 2 7 2

.6 .1 .3 .2 .1 .7 .6 .8 .4 .3 .1 9 .9

2011

16 14 12 10 8 6 4

N a r r a tiv e F ig u r e im p r o v e d o n p r e v io u s m o n t h b u t t h e im p r o v e m e n t w a s w it h in c h a n g e o f c ir c u m s t a n c e s c la im s o n ly , n e w c la im p r o c e s s in g t im e in c r e a s e d .

M ar

Feb

Jan

D ec

N ov

O ct

Sep

Aug

Jul

Jun

M ay

0

Apr

2

Im p r o v e m e n t A c tio n O v e r t im e a r r a n g e d in o r d e r t o b r in g w o r k lo a d d o w n t o m o r e m a n a g a b le le v e l w h ic h s h o u ld im p r o v e t h e f ig u r e s .

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B e n e fit A d m in is tr a tio n : P e r c e n ta g e o f c la im s p r o c e s s e d a c c u r a te ly . 2010

P e r io d

2 0 0 8 /0 9

2 0 0 9 /1 0

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 1 0 /1 1 9 9 9 9 9 9 9 9 9 9 9 9

5 7 9 7 6 8 7 3 3 0 5 3

.2 .9 .4 .6 .6 .6 .7 .7 .8 .0 .1 .1

% % % % % % % % % % % %

2 0 1 1 /1 2

100

0 .0 % 0 .0 % 9 1 .0 % 9 6 .2 % 8 8 .3 % 9 3 .6 % 9 4 .2 % 9 4 .0 % 9 6 .3 % 9 8 .9 % 9 7 .5 % 9 7 .0 %

90

2011

80 70 60 50 40 30 20

N a r r a tiv e

M ar

Feb

Jan

D ec

N ov

O ct

Sep

Aug

Jul

Jun

M ay

0

Apr

10

Im p r o v e m e n t A c tio n

S lig h t d e c r e a s e o n p r e v io u s p e r io d b u t w it h in a c c e p t a b le p a r a m e t e r s .

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B e n e fit A d m in is tr a tio n : P e r c e n ta g e o f c la im s p r o c e s s e d w ith in 1 4 d a y s . 2010

P e r io d

2 0 0 8 /0 9

2 0 0 9 /1 0

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 1 0 /1 1 7 8 9 9 9 8 7 8 8 8 8 7

8 8 2 4 3 9 7 2 5 0 3 7

.6 .7 .3 .4 .5 .1 .2 .4 .6 .1 .5 .9

% % % % % % % % % % % %

2 0 1 1 /1 2 8 8 9 8 7 7 8 8 9 8 9 7

6 0 1 5 9 9 1 5 0 1 0 9

.0 .0 .9 .8 .3 .1 .2 .0 .3 .2 .7 .9

% % % % % % % % % % % %

2011

100 90 80 70 60 50 40 30 20

N a r r a tiv e R e d u c t io n f r o m p r e v io u s m o n t h .

M ar

Feb

Jan

D ec

N ov

O ct

Sep

Aug

Jul

Jun

M ay

0

Apr

10

Im p r o v e m e n t A c tio n O v e r t im e a r r a n g e d in o r d e r t o b r in g w o r k lo a d d o w n t o m o r e m a n a g a b le le v e l w h ic h s h o u ld im p r o v e t h e f ig u r e s .

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C o u n c il T a x : P e r c e n ta g e o f C o u n c il T a x r e c e iv e d . 2010

% % % % % % % % % % % % %

1 1 2 3 4 5 5 6 7 8 9 9 9

0 9 8 7 0 3 8 7 6 4 1 2 4

.8 .8 .4 .1 .8 .7 .7 .8 .9 .0 .1 .6 .2

% % % % % % % % % % % % %

1 1 2 3 4 4 5 6 7 8 9 9 9

0 9 8 5 0 9 8 7 6 3 0 2 4

.8 .8 .4 .9 .9 .7 .6 .7 .6 .7 .7 .4 .3

% % % % % % % % % % % % %

90 80 70 60 50 40 30 20 10 0

N a r r a tiv e

P e r io d 1 3

.8 .7 .2 .0 .0 .7 .7 .9 .8 .4 .0 .8 .1

P e r io d 1 2

0 9 8 7 5 9 8 7 6 5 1 1 4

P e r io d 1 1

1 1 2 3 4 4 5 6 7 8 9 9 9

P e r io d 1 0

% % % % % % % % % % % % %

P e r io d 9

.9 .5 .1 .7 .6 .3 .4 .5 .7 .2 .0 .8 .1

P e r io d 8

0 9 8 6 4 9 8 7 6 5 1 3 4

P e r io d 7

0 1 2 3

1 1 2 3 4 4 5 6 7 8 9 9 9

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

100

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

Im p r o v e m e n t A c tio n

T h e o n g o in g r e c e s s io n is h a v in g a n im p a c t o n c o lle c t io n b u t a t ig h t e n in g u p o f p r o c e d u r e s a n d s o m e e v e n in g w o r k in g t o p u r s u e c u s t o m e r s f o r p a y m e n t h a s r e s u lt e d in c o lle c t io n le v e ls b e in g m a in t a in e d .

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In v o ic e s : P e r c e n ta g e p a id w ith in 3 0 c a le n d a r d a y s o f r e c e ip t. 2010

% % % % % % % % % % % % %

8 8 8 8 8 8 8 8 8 8 7 8 8

5 8 6 2 6 5 8 3 5 9 1 6 8

.1 .4 .2 .0 .1 .1 .5 .2 .8 .8 .5 .7 .1

% % % % % % % % % % % % %

9 8 8 8 8 8 8 9 8 8 7 9 9

4 2 2 8 4 6 9 1 7 6 5 2 3

.1 .4 .4 .6 .3 .9 .7 .2 .9 .6 .0 .9 .4

% % % % % % % % % % % % %

90 80 70 60 50 40 30 20 10 0

Im p r o v e m e n t A c tio n

N a r r a tiv e A v e r a g e b a c k lo g 1 .4 5 d a y s ( N o n P E C O S ) a n d 1 .1 5 d a y s ( P E C O S )

P e r io d 1 3

.8 .6 .5 .4 .2 .1 .6 .9 .6 .8 .0 .1 .2

P e r io d 1 2

7 3 6 1 8 0 5 2 7 3 7 5 2

P e r io d 1 1

8 9 8 8 8 8 7 8 8 6 4 8 8

P e r io d 1 0

% % % % % % % % % % % % %

P e r io d 9

.0 .8 .6 .5 .4 .6 .0 .6 .1 .9 .0 .4 .2

P e r io d 8

9 8 5 3 6 5 4 0 3 3 5 4 2

P e r io d 7

0 1 2 3

8 8 7 8 8 8 8 8 8 8 5 8 9

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

100

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

C o n t in u e t o m o n it o r .

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A ll S to c k : P e r c e n ta g e o f r e - le ts w ith in 4 w e e k s . 2010

% % % % % % % % % % % % %

4 3 3 3 3 3 3 3 2 2 2 2 2

5 5 7 8 3 2 2 1 9 9 6 5 6

.1 .0 .3 .0 .9 .8 .6 .0 .8 .0 .4 .2 .1

% % % % % % % % % % % % %

50 45 40 35 30 25 20 15 10 5 0

N a r r a tiv e The p is lo w is s e t th e 4 w eek in 7 w

e r c e n t a g e o f p r o p e r t ie s r e - le t w it h in 4 w e e k s in P 1 3 2 0 1 1 / 1 2 w a s 2 6 .1 % , w h ic h e r t h a n t h e 2 0 1 0 / 1 1 p e r f o r m a n c e o f 2 6 .8 % a n d b e lo w t h e 2 0 1 1 / 1 2 t a r g e t w h ic h a t 3 5 % . A n a ly s is in d ic a t e s t h a t a s ig n if ic a n t p r o p o r t io n o f r e - le t s w h ic h m is s e d w e e k t a r g e t w e r e r e - le t in 5 t o 8 w e e k s ( 3 3 .9 % ) . A f u r t h e r a n a ly s is o f t h e 5 t o 8 b a n d s h o w s t h a t 1 1 .4 % o f p r o p e r t ie s w e r e le t in 5 w e e k s , 9 .1 % in 6 w e e k s , 7 .2 % e e k s a n d 5 .1 % in 8 w e e k s .

P e r io d 1 3

.6 .2 .6 .6 .0 .3 .8 .1 .6 .7 .4 .6 .8

P e r io d 1 2

1 2 7 1 0 0 9 7 8 2 4 9 6

P e r io d 1 1

3 3 3 4 5 4 1 2 2 3 1 2 2

P e r io d 1 0

% % % % % % % % % % % % %

P e r io d 9

.6 .6 .8 .8 .1 .8 .9 .0 .2 .9 .7 .7 .8

P e r io d 8

8 2 9 9 3 1 0 0 1 9 7 6 6

P e r io d 7

0 1 2 3

4 4 3 3 4 4 4 4 4 3 3 3 3

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

55

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

Im p r o v e m e n t A c tio n A d d it io n a l w o r k w ill b e u n d e r t a k e n t o r e t u r n a s ig n if ic a n t p r o p o r t io n o f t h e p r o p e r t ie s b e in g r e - le t in 5 t o 8 w e e k s t o u n d e r t h e 4 w e e k t h r e s h o ld . A r e c o n f ig u r a t io n o f r e s o u r c e s t o c a r r y o u t v o id r e p a ir s h a s b e e n p u t in p la c e .

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H o m e le s s n e s s : N u m b e r o f p e o p le a s s e s s e d a s h o m e le s s o r p o te n tia lly h o m e le s s 2010

60 50 40 30 20

N a r r a tiv e

P e r io d 1 3

P e r io d 1 2

0

P e r io d 1 1

10

P e r io d 1 0

0 2 6 3 0 2 0 8 6 8 5 5 0

P e r io d 9

5 3 4 4 5 6 4 3 4 2 3 3 4

9 4 8 3 9 9 5 6 7 4 1 1 3

P e r io d 8

5 4 6 6 4 4 4 4 4 3 5 4 5

0 2 5 4 9 1 6 5 3 7 2 8 6

P e r io d 7

0 1 2 3

7 4 5 4 4 5 4 4 5 2 3 6 7

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

70

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

Im p r o v e m e n t A c tio n

T h e le v e l o f h o m e le s s a s s e s s m e n t s u n d e r t a k e n is a f f e c t e d b y t h e le v e l o f p r e s e n t a t io n s t o t h e H o u s in g O p t io n s T e a m . It s h o u ld b e n o t e d t h a t w it h a ll c a s e s p r e s e n t in g a s h o m e le s s t h e r e is a p r o c e s s t im e la g . C u m u la t iv e h o m e le s s a s s e s s m e n t s a s a t P 1 3 2 0 1 1 / 1 2 a r e 5 4 7 , d o w n f r o m 5 9 6 f o r t h e s a m e p e r io d in 2 0 1 0 / 1 1 . T h e s e r v ic e u n d e r t o o k , o n a v e r a g e , 4 2 h o m e le s s a s s e s s m e n t s e a c h p e r io d in 2 0 1 1 / 1 2 , c o m p a r e d t o 5 0 p e r p e r io d in 2 0 1 0 / 1 1 . A ll c lie n t s id e n t if ie d a s n o t b e in g h o m e le s s a t t h e t im e o f p r e s e n t a t io n a r e p r o v id e d w it h in f o r m a t io n a n d a d v ic e t o p r e v e n t h o m e le s s n e s s .

13 of 23


H o m e le s s n e s s : P e r c e n ta g e o f r e p e a t h o m e le s s n e s s w ith in o n e y e a r 2010

12 10 8 6 4

N a r r a tiv e

P e r io d 1 3

P e r io d 1 2

0

P e r io d 1 1

2

P e r io d 1 0

1 0 .0 % 3 .3 % 1 3 .0 % 9 .3 % 8 .0 % 5 .2 % 7 .5 % 2 .6 % 4 .3 % 0 .0 % 2 .9 % 0 .0 % 1 0 .0 %

P e r io d 9

.9 % .7 % .6 % .0 % .2 % 1 1 .9 % 4 .3 % 1 0 .9 % 1 0 .6 % 2 .9 % 5 .9 % 7 .3 % 7 .5 %

P e r io d 8

4 3 4 5 4

P e r io d 7

0 1 2 3

1 0 .0 % 9 .0 % 7 .8 % 9 .9 % 1 0 .0 % 9 .3 % 9 .2 % 9 .8 % 1 0 .0 % 1 0 .3 % 9 .9 % 9 .5 % 9 .6 %

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

14

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

Im p r o v e m e n t A c tio n

T h is f ig u r e f lu c t u a t e s t h r o u g h o u t t h e y e a r a n d c a n b e a f f e c t e d d is p r o p o r t io n a lly b y a r e la t iv e ly s m a ll n u m b e r o f r e p e a t e d h o m e le s s r e p r e s e n t a t io n s . In 2 0 1 1 / 1 2 t h e r e h a v e b e e n 3 7 r e p e a t h o m e le s s c a s e s . T h e c u r r e n t c u m u la t iv e r e p e a t h o m e le s s r a t e a t P 1 3 is 6 .7 % T h e c u r r e n t c u m u la t iv e r e p e a t h o m e le s s f ig u r e is lo w e r t h a n t h e 2 0 1 1 / 1 2 t a r g e t o f 7 .5 % . H o u s in g t e a m s w ill c o n t in u e t o w o r k w it h t e n a n t s r e c e n t ly h o u s e d t o e n s u r e t h a t t h e y a r e a b le m a in t a in t h e ir t e n a n c ie s .

14 of 23


R e p a ir s : P e r c e n ta g e o f h o u s in g r e p a ir s c o m p le te d o n th e fir s t v is it. 2010

% % % % % % % % % % % % %

9 9 9 9 9 9 9 9 9 9 9 9 9

6 5 5 4 4 4 4 5 5 5 4 4 4

.2 .4 .0 .9 .6 .5 .2 .8 .9 .9 .9 .5 .6

% % % % % % % % % % % % %

90 80 70 60 50 40 30 20 10 0

N a r r a tiv e

P e r io d 1 3

.5 .8 .4 .1 .9 .6 .9 .8 .0 .7 .5 .6 .2

P e r io d 1 2

3 2 2 3 2 3 4 2 3 4 3 3 3

P e r io d 1 1

9 9 9 9 9 9 9 9 9 9 9 9 9

P e r io d 1 0

% % % % % % % % % % % % %

P e r io d 9

.6 .6 .0 .8 .9 .2 .7 .2 .7 .2 .0 .4 .7

P e r io d 8

4 4 4 4 3 5 4 4 3 6 4 4 2

P e r io d 7

0 1 2 3

9 9 9 9 9 9 9 9 9 9 9 9 9

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

100

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

Im p r o v e m e n t A c tio n

F ir s t T im e F ix h a s m a r g in a lly in c r e a s e d f r o m 9 4 .5 2 % in P 1 2 t o 9 4 .5 7 % in P 1 3 .

15 of 23


L e is u r e S e r v ic e s : N u m b e r o f v is ito r s to a ll le is u r e fa c ilitie s 2010

2 6 ,9 6 8 0 6 ,9 5 3 1 3 ,2 3 3 2 5 ,3 4 1 1 1 ,9 1 8 0 6 ,3 6 4 9 9 ,4 2 5 2 1 ,0 1 0 2 7 ,3 9 0 6 7 ,2 2 1 0 6 ,0 4 2 3 5 ,5 0 3 4 5 ,5 5 9

2 0 0 ,0 0 0

1 5 0 ,0 0 0

1 0 0 ,0 0 0

5 0 ,0 0 0

0

N a r r a tiv e

P e r io d 1 3

2 2 2 2 2 1 2 2 1 2 2 2

P e r io d 1 2

1 7 ,0 8 6 0 0 ,7 9 6 9 7 ,2 8 4 0 6 ,6 9 9 9 1 ,1 5 1 0 5 ,5 7 8 0 0 ,1 3 9 3 1 ,3 8 5 1 9 ,5 3 1 5 9 ,8 1 5 8 1 ,1 2 6 1 4 ,4 6 0 3 9 ,4 0 9

P e r io d 1 1

2 1 2 1 2 2 2 2 1 1 2 2

P e r io d 1 0

2 6 ,8 2 2 4 6 ,1 0 7 4 0 ,1 0 6 4 6 ,8 6 8 6 9 ,7 2 9 5 4 ,8 8 3 5 2 ,0 3 7 8 0 ,2 4 5 6 6 ,3 2 0 2 6 ,0 8 8 3 5 ,3 3 5 6 8 ,5 4 6 1 0 ,3 3 8

1 1 1 1 1 1 1 1 1 1 1 2

P e r io d 9

,2 9 7 ,9 0 9 ,3 0 3 ,1 6 1 1 0 4 ,5 5 5 8 1 ,5 5 6 8 3 ,2 6 6 1 1 1 ,4 1 3 9 7 ,3 1 0 7 8 ,5 7 3 9 2 ,6 4 3 1 0 4 ,1 3 2 1 0 6 ,7 1 4

P e r io d 8

0 1 2 3

1 6 8 3

P e r io d 7

3 9 6 8

P e r io d 6

1 2 3 4 5 6 7 8 9 1 1 1 1

2 5 0 ,0 0 0

P e r io d 5

d d d d d d d d d d d d d

2 0 1 1 /1 2

P e r io d 4

r io r io r io r io r io r io r io r io r io r io r io r io r io

2 0 1 0 /1 1

P e r io d 3

e e e e e e e e e e e e e

2 0 0 9 /1 0

P e r io d 2

P P P P P P P P P P P P P

2 0 0 8 /0 9

P e r io d 1

P e r io d

2011

Im p r o v e m e n t A c tio n

16 of 23


S tr e e t L ig h tin g : P e r c e n ta g e o f r e p a ir s c o m p le te d w ith in 7 d a y s . 2010

P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9 9 9 9 9 9 9 9 9 9 9 9 9

6 4 8 9 5 7 8 6 3 5 8 8

.7 .8 .8 .6 .9 .9 .7 .4 .4 .5 .0 .8

% % % % % % % % % % % %

2 0 0 9 /1 0 9 9 9 9

6 6 8 9

.7 % .9 % .3 % .8 % 1 0 0 .0 % 9 8 .4 % 9 6 .1 % 9 8 .8 % 9 8 .6 % 9 8 .9 % 9 9 .5 % 9 8 .9 %

2 0 1 0 /1 1 9 9 9 9 9 9 9 9 9 9 9 9

4 9 8 8 9 9 8 9 2 8 9 5

.8 .1 .7 .7 .1 .6 .2 .5 .1 .0 .6 .8

2 0 1 1 /1 2

% % % % % % % % % % % %

9 9 9 9 9 9 9 9 8 9 9 9

6 9 9 6 5 5 6 7 9 7 9 9

.8 .5 .2 .0 .9 .8 .5 .4 .0 .8 .7 .8

% % % % % % % % % % % %

2011

100 90 80 70 60 50 40 30 20

N a r r a tiv e

M ar

Feb

Jan

D ec

N ov

O ct

Sep

Aug

Jul

Jun

M ay

0

Apr

10

Im p r o v e m e n t A c tio n

P e r f o r m a n c e in M a r c h , a t 9 9 .8 % , is t h e h ig h e s t r e p o r t e d f o r t h e la s t 1 2 m o n t h s . In t o t a l, t h e n u m b e r o f r e p a ir s r e q u ir e d h a s r e d u c e d b y 3 0 % f r o m t h e s a m e p e r io d la s t y e a r.

17 of 23


P la n n in g A p p lic a tio n s : P e r c e n ta g e o f h o u s e h o ld e r p la n n in g a p p lic a tio n s d e te r m in e d w ith in tw o m o n th s . 2010

.8 % .0 % .3 % .5 % .4 % .3 % .3 % .3 % 1 0 0 .0 % 9 3 .8 % 1 0 0 .0 % 1 0 0 .0 %

3 5 7 4 4 6 5 6

5 3 3 1 6 2 2 1

.3 % .3 % .7 % .7 % .0 % .5 % .0 % .5 % 1 0 0 .0 % 7 1 .4 % 3 6 .4 % 4 5 .5 %

100

80

60

40

20

0

N a r r a tiv e W h ile t h is o u t c o m e is h ig h e r t h a n t h e p r e v io u s p e r io d , t h e r e is s ig n if ic a n t b a c k o f f ic e d e v e lo p m e n t w o r k o n g o in g t o r a is e t h e le v e ls o f p e r f o r m a n c e w it h in t h e s e t y p e s o f a p p lic a t io n s .

M ar

8 2 3 8 6 3 6 3

Feb

7 9 8 8 8 7 9 8

Jan

% % % % % % % % % % % %

D ec

.3 .5 .8 .9 .7 .5 .9 .7 .3 .2 .6 .6

N ov

4 0 7 6 6 8 1 6 8 2 3 8

O ct

6 7 7 7 4 3 5 8 7 5 7 6

Sep

% % % % % % % % % % % %

120

Aug

.0 .7 .2 .1 .0 .0 .8 .1 .1 .6 .9 .4

2 0 1 1 /1 2

Jul

5 5 4 8 3 0 7 3 3 7 1 9

2 0 1 0 /1 1

Jun

6 7 8 4 4 3 4 2 2 4 3 3

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

Im p r o v e m e n t A c tio n C o n t in u e w it h c u r r e n t im p r o v e m e n t p la n t o c o n s is t e n t ly im p r o v e p e r f o r m a n c e t o r a is e t h e s t a n d a r d s w it h in t h e S e r v ic e .

18 of 23


P la n n in g A p p lic a tio n s : P e r c e n ta g e o f n o n - h o u s e h o ld e r p la n n in g a p p lic a tio n s d e te r m in e d w ith in tw o m o n th s . 2010

.6 .5 .0 .0 .5 .5 .0 .5 .1 .3 .6 .2

% % % % % % % % % % % %

2 2 5 5 5 4 2 4 3 2 2 3

6 7 3 5 3 7 3 1 3 4 0 8

.5 .5 .5 .0 .7 .4 .9 .9 .3 .2 .0 .5

% % % % % % % % % % % %

60 50 40 30 20 10 0

N a r r a tiv e W h ile t h is is h ig h e r t h a n t h e p r e v io u s m o n t h , s ig n if ic a n t b a c k o f f ic e d e v e lo p m e n t w o r k is o n g o in g t o r a is e t h e le v e ls o f p e r f o r m a n c e w it h in t h e s e t y p e s o f a p p lic a t io n s .

M ar

3 5 0 0 5 8 9 3 7 8 8 5

Feb

6 4 6 5 6 4 4 4 5 5 4 5

Jan

% % % % % % % % % % % %

D ec

.8 .6 .2 .5 .0 .6 .2 .0 .3 .0 .5 .5

N ov

7 4 1 6 5 7 2 0 2 0 3 2

O ct

2 4 4 4 2 1 2 5 3 4 1 7

Sep

% % % % % % % % % % % %

70

Aug

.5 .6 .1 .7 .0 .8 .4 .8 .8 .4 .3 .0

2 0 1 1 /1 2

Jul

7 1 1 4 8 0 1 4 4 1 2 0

2 0 1 0 /1 1

Jun

3 5 4 3 2 1 3 1 1 2 3 2

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

Im p r o v e m e n t A c tio n C o n t in u e w it h c u r r e n t im p r o v e m e n t p la n t o c o n s is t e n t ly im p r o v e p e r f o r m a n c e t o r a is e t h e s t a n d a r d s w it h in t h e S e r v ic e .

19 of 23


A tte n d a n c e : P u p il A tte n d a n c e R a te s . 2010

P e r io d Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

2 0 0 9 /1 0

2 0 1 0 /1 1

9 3 .0 % 9 3 .1 % 9 3 .2 % 0 .0 % 9 6 .2 % 9 4 .9 % 9 4 .2 % 9 4 .2 % 9 3 .8 % 9 3 .5 % 9 3 .4 % 9 3 .4 %

9 3 .4 % 9 3 .6 % 9 3 .5 % 0 .0 % 9 5 .3 % 9 4 .2 % 9 3 .3 % 9 3 .4 % 9 3 .0 % 9 2 .8 % 9 2 .9 % 9 2 .9 %

9 2 .9 % 9 3 .0 % 9 2 .8 % 0 .0 % 9 4 .3 % 9 4 .7 % 9 4 .5 % 9 4 .0 % 9 3 .3 % 9 3 .1 % 9 3 .2 % 9 3 .2 %

2 0 1 1 /1 2

100

9 3 .2 % 9 3 .2 % 9 3 .0 % 0 .0 % 9 5 .0 % 9 4 .8 % 9 4 .4 % 9 4 .4 % 9 3 .6 % 9 3 .7 % 9 3 .8 % 9 3 .6 %

90

2011

80 70 60 50 40 30 20

N a r r a tiv e A t t e n d a n c e f o r t h e m o n t h o f M a r c h w a s 9 3 .6 % r a n g in g f r o m 9 1 .3 % in s e c o n d a r y s c h o o ls t o 9 5 .4 % in p r im a r y s c h o o ls . T h e s e f ig u r e s a r e in lin e w it h s im ila r r e p o r t in g p e r io d s a n d r e f le c t t h e p a t t e r n s o f a t t e n d a n c e o v e r t h e c o u r s e o f t h e s c h o o l s e s s io n .

M ar

Feb

Jan

D ec

N ov

O ct

Sep

Aug

Jul

Jun

M ay

0

Apr

10

Im p r o v e m e n t A c tio n S c h o o ls m u s t r e m a in v ig ila n t in m o n it o r in g a t t e n d a n c e in p a r t n e r s h ip w it h p a re n ts/ca re rs.

20 of 23


E x c lu s io n s : N u m b e r o f e x c lu s io n in c id e n ts . 2010

100

80

60

40

N a r r a tiv e T h e r e w e r e 8 4 e x c lu s io n s f r o m E a s t A y r s h ir e S c h o o ls in M a r c h , r e p r e s e n t in g 2 .6 e x c lu s io n s p e r 1 ,0 0 0 p u p ils . T h is is a s ig n if ic a n t ly lo w e r e x c lu s io n r a t e t h a n r e p o r t e d in t h e s a m e p e r io d la s t y e a r ( 5 .1 6 e x c lu s io n s p e r 1 ,0 0 0 p u p ils ) .

M ar

Feb

Jan

0

D ec

20

N ov

12 83 51 0 50 58 78 104 54 88 78 84

O ct

35 72 72 0 42 85 52 115 41 103 56 77

Sep

34 97 58 0 28 84 56 86 49 85 68 137

120

Aug

36 70 86 0 24 76 70 123 51 94 85 150

2 0 1 1 /1 2

Jul

2 0 1 0 /1 1

Jun

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

Im p r o v e m e n t A c tio n S c h o o ls s h o u ld c o n t in u e t o im p le m e n t p o s it iv e b e h a v io u r s t r a t e g ie s a n d r e s t o r a t iv e p r a c t ic e s t o e n s u r e t h a t a ll c h ild r e n a n d y o u n g p e o p le b e n e f it f r o m s t r o n g p e r s o n a l d is c ip lin e a n d a c o m m it m e n t t o t h e ir le a r n in g .

21 of 23


C h ild r e n R e p o r te r : P e r c e n ta g e o f r e p o r ts s u b m itte d to S C R A b y th e d u e d a te . 2010

1 2 2 4 1 4 3 4 4 4 3 5

7 3 2 2 6 7 7 6 1 5 3 8

.3 .9 .6 .9 .7 .6 .5 .9 .9 .7 .3 .5

% % % % % % % % % % % %

8 6 4 6 6 3 6 7 8 8 9 6

2 4 5 9 0 1 3 6 4 1 5 1

.5 .0 .0 .0 .5 .8 .0 .7 .0 .0 .2 .5

% % % % % % % % % % % %

5 5 5 4 6 6 8 9 7 7 7 6

4 2 2 8 8 3 4 1 8 9 4 8

.8 .6 .4 .4 .8 .6 .9 .0 .1 .0 .0 .0

% % % % % % % % % % % %

90 80 70 60 50 40 30 20

N a r r a tiv e

M ar

Feb

Jan

D ec

N ov

0

O ct

10 Sep

% % % % % % % % % % % %

100

Aug

.7 .2 .9 .7 .6 .8 .5 .9 .4 .0 .2 .5

2 0 1 1 /1 2

Jul

1 8 8 6 5 0 5 2 5 4 8 3

2 0 1 0 /1 1

Jun

2 1 1 1 1 3 1 1 1 6 1 1

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

Im p r o v e m e n t A c tio n

22 of 23


H o m e c a r e : P e r c e n ta g e o f h o m e c a r e c lie n ts a g e d 6 5 + r e c e iv in g P e r s o n a l C a r e . 2010

.0 .6 .7 .7 .5 .8 .8 .7 .8 .6 .8 .2

% % % % % % % % % % % %

9 9 9 9 9 9

7 8 7 8 6 8

.9 % .0 % .8 % .2 % .8 % .1 % 1 0 0 .0 % 9 8 .0 % 9 8 .0 % 9 8 .0 % 9 9 .0 % 9 8 .5 %

100

80

60

40

20

0

N a r r a tiv e

M ar

7 7 7 7 7 7 7 7 7 7 7 8

Feb

9 9 9 9 9 9 9 9 9 9 9 9

Jan

% % % % % % % % % % % %

D ec

.5 .9 .8 .9 .9 .9 .4 .6 .6 .6 .6 .0

N ov

5 5 5 5 5 5 6 6 6 6 6 7

O ct

9 9 9 9 9 9 9 9 9 9 9 9

Sep

% % % % % % % % % % % %

120

Aug

.8 .1 .4 .8 .0 .6 .3 .5 .5 .7 .0 .2

2 0 1 1 /1 2

Jul

2 3 3 3 4 5 4 4 4 4 5 5

2 0 1 0 /1 1

Jun

9 9 9 9 9 9 9 9 9 9 9 9

2 0 0 9 /1 0

M ay

Apr M ay Jun Jul Aug Sep O ct Nov Dec Jan Feb M ar

2 0 0 8 /0 9

Apr

P e r io d

2011

Im p r o v e m e n t A c tio n

23 of 23


EA Performs Key Stats 13  

EA Performs Key Stats 13

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