Greenspace Performance Management System

<body topmargin=0 leftmargin=0 marginheight=0 marginwidth=0> <table cellpadding=0 cellspacing=0 border=0><tr> <td valign="top" colspan=2 height=84 BGCOLOR="#006699" TEXT="#080000" background="26c085a3.jpg"> <div> <FONT SIZE="5" COLOR="#FFFFFF" FACE="Arial" ><B>KMC Consultancy</B></FONT><B>    </B><B> |     </B><A HREF="index.htm" TARGET="_top" TITLE="KMC Consultancy"><U><B>home</B></U></A></div> <div> <B>Greenspace Performance Management System</B>   |   <A HREF="id26.htm" TARGET="_top" TITLE="CPA and Best Value Reviews"><U>CPA and Best Value Reviews</U></A>   |   <A HREF="id27.htm" TARGET="_top" TITLE="Site Auditing"><U>Site Auditing</U></A>   |   <A HREF="id28.htm" TARGET="_top" TITLE="Contract Preparation"><U>Contract Preparation</U></A>   |   <A HREF="id29.htm" TARGET="_top" TITLE="Tender Evaluation"><U>Tender Evaluation</U></A>   |   <A HREF="id31.htm" TARGET="_top" TITLE="Procurement"><U>Procurement</U></A>   |   <A HREF="id32.htm" TARGET="_top" TITLE="PPG 17 Needs Assessments"><U>PPG 17 Needs Assessments</U></A>   |   <A HREF="id35.htm" TARGET="_top" TITLE="Expert Witness Service"><U>Expert Witness Service</U></A>   |   <A HREF="id36.htm" TARGET="_top" TITLE="Document Reviews"><U>Document Reviews</U></A>   |   <A HREF="id37.htm" TARGET="_top" TITLE="Contract Monitoring"><U>Contract Monitoring</U></A>   |   <A HREF="id38.htm" TARGET="_top" TITLE="Strategy Preparation"><U>Strategy Preparation</U></A>   |   <A HREF="id39.htm" TARGET="_top" TITLE="Management Plans"><U>Management Plans</U></A>   |   <A HREF="id40.htm" TARGET="_top" TITLE="Conducting a Park Audit"><U>Conducting a Park Audit</U></A>   |   <A HREF="id42.htm" TARGET="_top" TITLE="On Line Surveys"><U>On Line Surveys</U></A>   |   <A HREF="id44.htm" TARGET="_top" TITLE="Data Mapping Tool"><U>Data Mapping Tool</U></A>   |   <A HREF="id45.htm" TARGET="_top" TITLE="The GPMS Usage Calculator"><U>The GPMS Usage Calculator</U></A>   |   <A HREF="id49.htm" TARGET="_top" TITLE="Marketing Plans"><U>Marketing Plans</U></A></div> <div> </div> </td> </tr><tr> <td valign="top" width=210 BGCOLOR="#FFFFFF" TEXT="#080000" background="26dd2e83.jpg"> <div> <IMG SRC="274bf4f0.jpg" border=0 width="191" height="79" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <div> <A HREF="id25.htm" TARGET="_top" TITLE="Greenspace Performance Management System"><U>Greenspace Performance Management</U></A></div> <div> <A HREF="id23.htm" TARGET="_top" TITLE="Our Products and Services"><U>Product and Service Listing</U></A></div> <div> <A HREF="id29.htm" TARGET="_top" TITLE="Tender Evaluation"><U>Tender Evaluation</U></A></div> <div> <A HREF="id28.htm" TARGET="_top" TITLE="Contract Preparation"><U>Contract preparation</U></A></div> <div> <A HREF="id26.htm" TARGET="_top" TITLE="CPA and Best Value Reviews"><U>CPA and Best Value Reviews</U></A></div> <div> <A HREF="id39.htm" TARGET="_top" TITLE="Management Plans"><U>Management Plans</U></A></div> <div> <A HREF="id38.htm" TARGET="_top" TITLE="Strategy Preparation"><U>Strategy Preparation</U></A></div> <div> <A HREF="id27.htm" TARGET="_top" TITLE="Site Auditing"><U>Auditing</U></A></div> <div> <A HREF="id37.htm" TARGET="_top" TITLE="Contract Monitoring"><U>Contract monitoring</U></A></div> <div> <A HREF="id20_the_consultation.htm" TARGET="_top" TITLE="FAQ"><U>Consultation</U></A></div> <div> <A HREF="id32.htm" TARGET="_top" TITLE="PPG 17 Needs Assessments"><U>PPG 17 Needs Assessments</U></A></div> <div> <A HREF="id17.htm" TARGET="_top" TITLE="Contact Us"><U>Contact us</U></A></div> <div> Since 1995 we have established ourselves as one of the key players in the local government and contracting market.</div> <div> Our clients have included more than 150 Councils and several housing associations in the past ten years.</div> <div> Should you wish to contact us please click <A HREF="id17.htm" TARGET="_top" TITLE="Contact Us"><U>here</U></A> or ring </div> <div> 01285  750569</div> <div> <IMG SRC="2535f200.jpg" border=0 width="95" height="32" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <bR> </td> <td valign="top" height=396 BGCOLOR="#FFFFFF" TEXT="#080000"> <div> <I>Greenspace Performance Management System</I></div> <div> <I>Greenspace Performance Management System</I></div> <div> <I>© KMC Consultancy, 2000.  All rights reserved</I></div> <bR> <div> The Local Government Association (LGA), the National Consumer Council (NCC), Cabe, Greenspace, ISPAL, and almost any other organisation that you can think of, are saying that there is a real need to improve the information that councils have on customer satisfaction and usage.  A very recent report entitled `<I>Customer Satisfaction with Council Services</I>' commissioned by the LGA and NCC, concluded</div> <bR> <DIV ALIGN="LEFT"></DIV> <div> <B>Councils need good, timely measures of customer experience to inform</B></div> <div> <B>decision making and drive improvement. This is about satisfaction and, more</B></div> <div> <B>specifically, about assessing experience to inform change. Where this</B></div> <div> <B>involves surveys, these need to be carried out often enough and probably at</B></div> <div> <B>least annually.</B></div> <bR> <div> The good news is that there is already a System that provides this for those who work in the parks and open spaces sector.  In fact, the KMC Greenspace Performance Management System (GPMS) actually goes further than this recent report suggests, in that it provides information not only on satisfaction but also on usage and quality, with specific information about where the improvements need to take place. </div> <bR> <div> <A HREF="#what_is_it_" TITLE="Greenspace Performance Management System"><U><B>What is it</B></U></A></div> <div> <A HREF="#what_does_it_consist_of_" TITLE="Greenspace Performance Management System"><U><B>What does it consist of</B></U></A></div> <div> <A HREF="#what_do_you_get_" TITLE="Greenspace Performance Management System"><U><B>What do you get</B></U></A></div> <div> <A HREF="#who_is_using_it_" TITLE="Greenspace Performance Management System"><U><B>Who is using it</B></U></A></div> <div> <A HREF="#how_many_people_have_been_surveyed_so" TITLE="Greenspace Performance Management System"><U><B>How many people have been surveyed so far</B></U></A></div> <div> <A HREF="#what_would_we_need_to_do_" TITLE="Greenspace Performance Management System"><U><B>What would we need to do</B></U></A></div> <div> <A HREF="#how_do_i_get_more_information_" TITLE="Greenspace Performance Management System"><U><B>How do I get more information</B></U></A></div> <div> <A HREF="#further_information_on_the_system" TITLE="Greenspace Performance Management System"><U><B>Further information on how it helps with CPA, etc</B></U></A></div> <bR> <bR> <div> <B> <A NAME="what_is_it_"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>What is it?</B></div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A fully integrated management system already being used by 30 councils and several housing associations that helps to provide much of the information required for CPA, Best Value, PPG 17 and Grant applications.</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A Benchmarking System that produces meaningful KPI's on cleanliness, safety, etc</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A process that enables the setting of local standards for quantity, quality, cost, usage and accessibility</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">An easy-to-use annual consultation system that enables you to improve the management of your service </div> <bR> <div> <B> <A NAME="what_does_it_consist_of_"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>What does it consist of?</B></div> <div> Please click on the items below to get further information.</div> <div> <A HREF="id20_the_audit.htm" TARGET="_top" TITLE="FAQ"><U><IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">An Auditing Package</U></A></div> <div> <A HREF="id20_the_consultation.htm" TARGET="_top" TITLE="FAQ"><U><IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A Consultation Package</U></A></div> <div> <A HREF="id42.htm" TARGET="_top" TITLE="On Line Surveys"><U><IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">An On-Line Surveying Tool</U></A></div> <div> <A HREF="id44.htm" TARGET="_top" TITLE="Data Mapping Tool"><U><IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A Data Mapping Tool</U></A></div> <div> <A HREF="id45.htm" TARGET="_top" TITLE="The GPMS Usage Calculator"><U><IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A Usage Calculator</U></A></div> <div> <A HREF="id28.htm" TARGET="_top" TITLE="Contract Preparation"><U><IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A Motivational style contract</U></A> </div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Key Performance Indicators for Clean, Green and Safe</div> <bR> <div> <B> <A NAME="what_do_you_get_"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>What do you get?</B></div> <div> The information below is provided by<B> the Consultation Package alone.  </B>Further benefits are obtained by using the other aspects of the System listed above.</div> <bR> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Usage, Satisfaction ratings and Quality information per site and overall</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">The ability to show Continuous Improvement</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">The ability to determine whether improvements have increased usage</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Key Performance Indicators and Satisfaction Ratings for cleanliness, safety, maintenance, facilities, etc</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">The ability to measure individual or total performance of sites or teams</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Regular updates of the National KPI's when new councils or ha's join the scheme </div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Access to User Group Meetings to share best practice</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Information from thousands of your residents on how, when, where, and why they use (or don't use) your sites, and what they think of them</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">Access to the GPMS website and message board</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">The ability to benchmark with dozens of other councils and ha's on meaningful KPI's</div> <div> <IMG BORDER="0" SRC="Symb075c00b700f000000000.png" HEIGHT="16" WIDTH="24" ALIGN="bottom" HSPACE="0" VSPACE="0">A full report on your sites each year, complete with automated graphs, showing usage, cleanliness, safety, ethnicity, additional facilities required by site, etc</div> <bR> <div> <B> <A NAME="who_is_using_it_"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>Who is using it?</B></div> <bR> <div> Approximately 30 Councils and several Housing Associations in England.</div> <bR> <div> <B> <A NAME="how_many_people_have_been_surveyed_so"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>How many people have been surveyed so far?</B></div> <bR> <div> Approximately 550,000 with an average response rate of 17%</div> <bR> <div> <B> <A NAME="what_would_we_need_to_do_"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>What would we need to do? </B></div> <bR> <div> Arrange the annual printing and distribution of the questionnaires with sae's to 10% of your households at random using either GIS or the </div> <div> Electoral Roll</div> <div> Send the questionnaires to us for inputting when returned</div> <bR> <bR> <div> <B> <A NAME="how_do_i_get_more_information_"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>How do I get more information? </B></div> <bR> <div> Simply call 01285 750569 and ask for Ken for a no obligation chat, or e-mail <FONT SIZE="3" COLOR="#0000FF" FACE="Arial" ><A HREF="mailto:ken@kmc-consultancy.co.uk" TARGET="_top" TITLE="mailto:ken@kmc-consultancy.co.uk"><U><U>ken@kmc-consultancy.co.uk</U></U></A></FONT>. or go to the <A HREF="id20.htm" TARGET="_top" TITLE="FAQ"><U>FAQ's</U></A>.  We will be happy to put you in contact with others who are using it  already.</div> <bR> <bR> <bR> <div> <B> <A NAME="further_information_on_the_system"><IMG BORDER="0" SRC="1x1.gif" HEIGHT="1" ALIGN="bottom" WIDTH="1" HSPACE="0" VSPACE="0" ></A></B><B>Further information on the System:</B></div> <bR> <div> Information is collected via annual surveys of randomly selected, large numbers of residents.  To date 74 surveys have been undertaken and 570,000 people have been surveyed, with an average 17% response rate.</div> <bR> <div> Questions that are asked provide information about who goes where, when they go, why they go, how long they stay, how satisfied they are, what else they would like to see, and so on.  The information is collated and analysed by KMC who provide each council with a report on every aspect of the quality, satisfaction and usage of all of their sites. This can be broken down by age or ethnicity or any of several other factors for each individual site.  The councils have all of this information on their desktop as and when they need it.</div> <bR> <div> The screen-print below 'shows' the Usage page, but `live' information is also provided for sites-visited, ethnic use, safety, and improvements.  KMC regularly provide additional information when specifically requested as part of the licence agreement with the council, e.g. the Satisfaction Ratings for each site on a year by year basis.</div> <bR> <div> <IMG SRC="272079f0.png" border=0 width="519" height="415" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <bR> <div> GPMS is extremely flexible and the 30+ councils who use it are able to benchmark with each other on meaningful KPI's such as the quality of cleanliness, grasscutting, play areas etc.  Several councils also use it to provide evidence to grant-funding bodies or to prove to their own councillors that there is a need to invest further in a specific area of the service due to customer dissatisfaction.  Millions of pounds have been accessed by those using this System.</div> <bR> <div> It also provides each council with the ability to demonstrate continuous improvement by simply comparing the results year on year.</div> <bR> <div> <IMG SRC="271e6450.png" border=0 width="486" height="325" ALIGN="BOTTOM" HSPACE="0" VSPACE="0"></div> <bR> <div> Consultation fatigue is countered by surveying a totally random selection of the population (but of a size that ensures statistical validity).  Each resident can expect to only be surveyed once every ten years on average.</div> <bR> <div> The results from the analysis are used by some councils to develop performance incentives to their contractor to deliver better services on the ground.  They use the information from the analysis to create key performance indicators that are then built into the service delivery plans as targets for the coming year.  If the scores improve then the contractor is capable of benefiting financially for improving the service.  The beauty of the System is that the payment is only made if there is a demonstrable improvement in the standard as measured by the customers.  It therefore does not cost the councils any more to use a system that motivates the contractor, helps to deliver continuous improvement and helps the council to focus on the areas that matter to the residents and tenants.</div> <bR> <div> The whole thing costs less than £7,000 in the first year to set up, purchase the licence for use and to receive the results. The costs are considerably less than that for each subsequent year as the councils only really need to find the money for postage and inputting of the questionnaires, and the maintenance fee is only £250 per annum.  The analysis and results are provided annually, free of charge, as is the national benchmarking information.</div> <bR> <div> There is also an on-line version of the questionnaire, largely due to the need for e-government, but it should be remembered that on-line surveying is, by its very nature, not as representative of the population as a whole (not everyone has access to a computer or knows how to use one).  Any information based on data collected on-line is therefore not going to be as good or as accurate as using a representative postal questionnaire unless you know the target audience has easy access to it and will respond.  </div> <bR> <div> If you would like to know more about how your council can receive this extremely valuable management information, please contact Ken McAnespie on 01285 750569 or e-mail <FONT SIZE="3" COLOR="#0000FF" FACE="Arial" ><A HREF="mailto:ken@kmc-consultancy.co.uk" TARGET="_top" TITLE="mailto:ken@kmc-consultancy.co.uk"><U><U>ken@kmc-consultancy.co.uk</U></U></A></FONT> </div> <bR> <div> More information is available on the <A HREF="id20.htm" TARGET="_top" TITLE="FAQ"><U><B>Frequently Asked Questions.</B></U></A><B> page.</B></div> </td> </tr></table></body>