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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 04/07/2001

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1. The review will examine the key elements of the waste management services managed by the Waverley’s Environmental Services Team.

2. The review will address the following questions:
Are the services provided effectively and efficiently?
What scope for improvements can be identified and how could these be measured?
Are the services provided in a way that is supported by users?

Service Coverage

3. The services provided are refuse collection, the provision of recycling facilities, environmental cleaning, the provision and maintenance of public conveniences and the removal and disposal of abandoned vehicles. Although originally planned for review in Year 3, environmental cleaning and public conveniences will be reviewed in 2001/02 to allow time to implement recommendations ahead of drafting new contracts.

5. The review will cover the following:
provision of services, including statutory requirements
the service strategy and its link to other key Council strategies
service standards
access to the services and internal procedures, including the use of IT
views of users of the services
complaints and satisfaction levels
information given to users of the services
arrangements for responding to users with special needs
selection and supervision of contractors
quality and performance standards, including comparison with other local authorities
achievement of statutory targets
other issues identified by residents
ways of improving the service, including alternative ways of providing it
use of the Council’s assets in delivering these services

6. Some work which will form part of the review has already been carried out as part of Waverley’s application for a Charter Mark for Waste Management in 1997. A survey was carried out in 1998, prior to the award of the Waste Management Contract, which provided useful information with regard to satisfaction levels.


7. The review will define the various services provided, setting out the existing practices and procedures. Specific consideration will be given to the following questions:

What are our statutory obligations?
Do we have any statutory performance standards?
Are existing practices and procedures leading to the provision of cost-effective, efficient and high quality services?
Is the service responsive to the needs of our users?
Does the way in which the services are currently provided follow examples of best practice?
Are there options for reducing the costs of the service?


8. Comparison with the service provision and performance of other local authorities will be made to identify how efficient and effective Waverley’s services are. Bench marking exercises can be undertaken with other Surrey authorities and with authorities in Waverley’s ‘family group’ as defined by CIPFA and the Audit Commission. This will include processes as well as outcomes.


9. All residents of the Borough are users of some of the services under review. Other stakeholders include contractors, members and staff involved in providing the service. Other groups which have an active interest in the services may be consulted. Previous consultations carried out will be reviewed, and further work is likely to involve the Citizen’s Panel.


10. The main services covered by this review have already been subjected to competition, and are currently provided by Contracts which have between 2 and 5 years to run before retendering.

Links with Appropriate Waverley Strategies 11. This Fundamental Service Review will relate to other Waverley Strategies and Plans, particularly Corporate and Service Plans, the Community Strategy and any specific service strategies.

12. In addition, Waverley is statutorily obliged to prepare and submit an Asset Management Plan along with its Capital Strategy. This has to be submitted annually by the end of July, and is designed to demonstrate that the Council is taking a strategic approach to the use of its property assets in the provision of its services. 13. It is therefore essential that the use of property for the provision of services will form an intrinsic part of this review along with other Plans and Strategies. It has been made clear that Best Value Inspectors will be looking for this.

14. The following Plans and Strategies will also be considered in the process of reviewing this service: Local Agenda 21 Strategy Recycling Plan

Car Parking Strategy

Housing Strategy Statement

Local Plan

Community Safety Strategy

Opportunities For All Strategy


15. It is anticipated that the review will be completed by 31st December 2001. The review will be split into three key phases.

Phase 1 – Data Collection/Information Gathering
This phase will utilise the Self Assessment Tool (Excellence Model) and will include:

establishing with Members how they wish to be involved in the review
the definition of existing practices and procedures to set out the overall operation of the services
identifying key stakeholders
identifying and gathering relevant performance data
identifying the appropriate consultation mechanisms, the extent of the consultation process and implementing it
gathering relevant bench marking information
investigating examples of good practice and alternative ways of providing the services

Phase 2 – Analysis and Validation
This phase will include:

analysing responses to the consultation exercises
analysing the outcomes of bench marking, Excellence Model and performance measurement exercises
detailing findings of the review
identifying options for change
consulting on options for change

Phase 3 – Recommendations
This phase will include:

preparing the report of the review team
preparing and implementing an action plan including non aspirational and deliverable targets
seeking approval for any changes which are considered desirable, including contractual changes and their financial effects

Service Review Group

16. The Service Review Group will consist of:

Martin Shorten Head of Environmental Services Resource Implications

17. The Environmental Services Team is small in number, and the operations being reviewed are all frontline services. It is essential that the services continue to operate normally with no inconvenience to our users. However, a fundamental service review such as this will require significant additional effort if it is to be as rigorous as required by the Best Value regime. Additional resources will therefore be required, particularly for the consultative work.