http://qualityframework.net/

The real performance ‘story’

• Facts; real-time data on planning

applications.

• Opinion; what customers say about the

planning service

• Practice: how the service is delivered and

goes about negotiating the best

developments and outcomes

The real performance story

Basic building blocks adapted and recycled…

• Benchmarking, comparisons

• Not an annual snapshot, but a continuous

process

• Down to individual application level

• No ‘start’ date – just get going

• External ‘badge’ of quality

Your work profile

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• Variety

• Benchmarking

• Data integrity

Your fee profile

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• Variety

• Income

• Improvement focus

• Risk

Outcomes – approvals

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• Trends

• Messages

• Differences

Withdrawn applications

Value Vs Non-value

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• Waste

• Trend – positive/negative

• Cost: work + free go

• Message to community

No fee (exc. heritage & trees)

Value Vs Non-value

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Process performance

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Valid on receipt

• Avoidable time/cost

• Is it you or them?

• Application type

Customer or Target-driven?

Process performance

Box Plots

Most (50%) of the data

median

Upper 25%

Lower 25%

Average

Customer or Target-driven?

Process performance

GOOD

Decisions asap

BAD

Last minute

More to come

• Resources

• Investment

[need more testing]

Is it getting busier ? [yes]

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Development value in our place =

£60m/yr

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Customer Surveys• Agents, Applicants, Neighbours, Peers

• Staff, councillors, amenities

• Tied to an individual application

• Help, Time, Information, Straightforward.

Customer Surveys

• “We may be slow, but we offer a quality

service”

– This allows you to test, prove

• Same questions nation-wide

• Early days

survey results

Application Ref: HA/FUL/4456/14

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?

PQF = the real performance story

“PAS Planning Quality

Framework = consistent, relevant

information to benchmark

performance” (p12):

Solution in search of a problem ?

• Purpose

• Routine

• Value

• Or do something else …

• Use it or lose it ?

Part 2

Rethinking Planning

(revolutionising ways of

working for our customers)

EVERY GROUP YOU’VE EVER WORKED WITH

Time with peers

Away from the

day job

Easy-to-implement

ideas

Time with peers

Away from the

day job

Easy-to-implement

ideas

Project plans

Wide ranging

Big bang

Project plans

Wide ranging

Big bang

Start here

What we’re learning from other

disciplines • Start with the customer, purpose

• Understand how everything relates

• Re-think the ‘why?’ not just ‘what?’ & ‘how?’

• Experiment ‘in the work’

• Avoid too much change at once

• Test, learn, change as you go (forever)