Other Case Studies

Other Case Studies - Erewash

Managing performance to provide first class parks

Erewash Council has produced a set of Performance Standards which point out the minimum parks and amenity services standards they seek to guarantee. The standards are achieved through customer involvement at every stage.

The Performance Standards are designed to be specific and measurable, which enables officers to manage and report performance on an annual basis.

The council has set standards based on analysed data, aiming to improve the current levels of customer service. Satisfaction with services is measured through a variety of consultation methods including questionnaires and surveys.

Annual surveys

Each of the four services – allotments, cemeteries, outdoor sports and parks – receives a yearly score for the percentage of residents satisfied. The aims for the following year are then set and published for the public to comment on. The current aim for allotments is satisfaction levels of 50 per cent, and 75 per cent for cemeteries.

All complaints made to the parks division are recorded on a computer database. The aim is to respond to 80 per cent of any written correspondence within five working days or to send an acknowledgement within that time, followed up by a substantive response within 15 days.

Targets have also been set for each of the four services to reduce the number of written complaints received in a year.

Inspecting play areas weekly

Other performance measures include inspecting play areas weekly and making safe any vandalised equipment within two hours of the report, and increasing the levels of tenancy on council managed allotment sites by two per cent a year. Measures also involve clearing grass cuttings that have been reported as unswept from adjacent hard surfaces within a set period of time.

The performance of the parks service is being managed in a more strategic way in that it strives to comply with and measures the number of nationally accredited award schemes achieved. The schemes are Chartermark – for excellence in customer service, Investors in People – for employees to be trained and developed effectively, and The Peatland Charter – for the protection of peat bogs by using non-peat-based products.

The main reception areas are stocked with a minimum of five each of the entire range of parks information leaflets and at all times display the performance standards, complaints procedure and customer services policy in all publicly accessible buildings. At all times, all parks staff will carry or wear an identification badge clearly stating their name and job title.

Prideline

In addition to other services, the parks service has launched the Pride in Erewash Campaign and as part of that, a new confidential hotline, which gives residents the power to tackle environmental crime in their local area. Residents can also email their tip-offs to the council.

The 24-hour answerphone service allows residents to report offences and offenders without the need to speak to a member of staff and with no requirement to leave their personal details.
For more information, please email parks@erewash.gov.uk