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North Kesteven see also Sleaford & North Kesteven 2004 Report North Kesteven Annual Report Summary 2005-2006 Received in October 2006 via Freedom Information Act Request This
was a "Joint
Report" with text written by LC commented on by the Council Client Officer. On
line Transactional Payments Action
plan based on this information will be provided to the Client Officer.
Client Officer Comment The
provision of on line booking and on line transactional payment is a key contract
requirement for Leisure Connection to meet the Councils E Government targets. The
timetable set in the contract was not adhered to and non compliance action was
taken, which resulted in a default notice being issued on the 10th
May 2005. (This was the only contract default issued during 2005/2006).
In order to meet these requirements Leisure Connection invested in a new
Gladstone MRM management information system. The Client Officer and Head of IT
were involved in early meetings requiring the introduction of this system.
Online booking was introduced in December 2005 and following discussions the
introduction of on-line transactional payment was agreed to be relaxed until the
end of 2006. This is still a major contract challenge and Leisure Connection
will provide an action plan of how and when this is to be achieved.
Cleanliness Maintaining
a consistent level of cleanliness in the changing rooms at both the NK Centre
and Sleaford LC proves an ongoing challenge, although comments and complaints
have decreased. This issue is
common across every leisure facility operator*. A
blue shoe cover policy has been introduced in both areas to promote a
cleaner and more hygienic changing environment and this had shown to have
improved cleanliness levels.**
Educating customers to continue to wear the shoe covers has been
challenging, but the results have been worth the perseverance. Client
Officer Comment Cleanliness complaints are the most frequent leisure centre complaints reported to the Client Office. There was a reduction of complaints at the time the centres were undertaking the Quest assessments, but cleanliness is still an issue where long term improvement is required. Although housekeeping issues are not a requirement of the random inspection process, the failure to maintain the Sleaford Leisure Centre in accordance with the Leisure Connection Quality Management System resulted in a non-compliance action plan process being taken. An inspection three weeks later identified that substantial improvements had been made. * Every leisure centre gets dirty but well managed ones don't skimp on cleaning hours and put in the resources needed for frequent checks, regular deep cleaning and accessing hard to reach areas. **Re the "blue shoe cover" self congratulations - Wearing of plastic covers over outdoor shoes in the pool area is a basic feature of public pool health management. Was the problem really the customers not wearing them or the overshoes not being available for them to wear, as reported in Mole Valley in 2004 by a Council Officer? PB Council Settles Management Fee for 2003 - 2005 http://meetings.n-kesteven.gov.uk/Published/C00000286/M00002485/$$$Minutes.doc.pdf The Minutes of the North Kesteven District Council Executive Board on 13.4.06 suggest that the Council has been frustrated over time with LC's performance, a notion supported by the reports lower down this page. One is left reading between the lines of the minutes below as even the worst performing contractors employed by central or local government enjoy the benefit of commercial confidentiality.
Paying money in 2006 owed from 2003 suggests a serious disagreement. My guess is that the Council would have liked to have held back more money but this carried legal risks, not to mention the embarrassment of admitting the failure to write and enforce a contract that represents good value for council tax payers and leisure users. PB On 12.12.05 the Council's Local Community Overview & Scrutiny Panel received a half year report on "LEISURE PARTNERING". Extracts are presented below. The full report can be seen at http://meetings.n-kesteven.gov.uk/Published/C00000289/M00002726/AI00011316/$Client6monthreport2005.docA.ps.pdf "The following output measures represent areas of
under achievement.
North Kesteven Centre Sleaford Leisure Centre K1 Reception and bookings -K2 Wet-side programme - K3 Harpers K5 Cardiac RehabilitationNorthgate Sports Hall Repairs and maintenance K2D After School activity programme..."Complaints "The Customer Comment Complaint forms submitted monthly have been reviewed for the period. The recurring themes are included for members information.Natural World Whisby Many more compliments than actual complaints no recurring themes.North Kesteven Centre Price Increases, Cleanliness issues no toilet paper, paper towels, Catering, Cafι not openSleaford Leisure Centre Price increases, Cleanliness of changing rooms, ShowersNorthgate Sports Hall Minor problems no recurring themesArts NK Mainly complementary about Arts Events, Theatre issues booking difficult to get through to box officeCountryside Grass cutting complaints, Poor WaymarkingSports Outreach Complements few complaints about venues usedHub No recurring complaintsDuring the six month period the client office has received 27 formal written / E mailed complaints as opposed to 21 for the same time last year.- Catering NKC - Delay in obtaining Refunds - Cleanliness, Hygiene and Housekeeping issues -Contacting North Kesteven Centre by telephone -Poor quality of bar / catering service NK Theatre - Performances -Issues around NK Centre Bar furniture and bar staff - Lack of information on web sitesThe majority of complaints received by the client team were in response to North Kesteven Centre and this is reflected in the key performance characteristics provided by Leisure Connection for the six-month period. The new Business Manager Duncan Johnson started in July and has made considerable progress in resolving the key issues. A new catering manager has been appointed and improvements made in the menu, which has improved healthier options. The service improvement strategy for catering and cleanliness is included in Leisure Connections report.Contract Non Compliance and Default Notices The main focus of the non-compliance action has been with the contract E Government requirements to achieve online bookings and on line transactional payment for all services within the contract. Leisure Connection has assured the Council that this would be achieved by December 2005. It is working towards these key targets... but has failed to provided the Client with an adequate project pan identifying revised target dates, deadlines and milestones and risk management assessment. ... Other issues were "Failure to provide adequate recharge information, Failure to provide a statement of repairs and maintenance for North Kesteven Centre, Failure to provide adequate Survey Information."Previous Areas of Concern from Annual Report "...Leisure Connection are looking to create new individual web sites for the Sleaford Leisure Center, Northgate Sports Hall, North Kesteven Centre and Sports Outreach. Although these were to be completed by October/November indications are that they will be available in December 2005. The action plan, which has been submitted, requires updating."Current Areas of Concern "it is clear that the introduction of the District Leisure Card has failed to achieve its objectives and it has been agreed by both Leisure connection and NKDC to urgently review the Leisure Card. The limited information available indicates a very low uptake by concession groups, which was an important objective in introducing the leisure card." "It is not clear the way in which Leisure Connection will market the North Kesteven Contract brand. The intention is not to create a new brand but promote the existing contract brands. This has begun with a pilot booklet for the whole contract although the submission of a strategy." Marketing In general the effectiveness of marketing materials such as flyers / brochure is very poor particularly in respect of visitor venues. Only 7% of those surveyed at the Hub became aware of the facility by flyer /brochure. The effectiveness of regional marketing and effectiveness of leaflet /brochure distribution may need review. The exception is Arts NK, Terry O Toole Theatre and Sports Outreach. The effectiveness of the Theatre mailing list together with the Theatre programme brochure is shown with 75% of those surveyed. Sports Outreach was 69% for flyer / brochure and the regularly produced Sports Outreach newsletter helps to raise awareness. Use of Websites is poor according to the survey. These are currently under review and in general do not provide regularly updated information. Once updated they will need promotion to encourage wider use on a regular basis. The capability of online transactional payment and booking will be an advantage in this area. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 6.6.05 Extracts from LEISURE PARTNERING ANNUAL REPORT presented to LOCAL COMMUNITY OVERVIEW AND SCRUTINY PANEL of NORTH KESTEVEN DISTRICT COUNCIL Full report at http://nkdc.moderngov.co.uk/Published/C00000289/M00002513/$$ADocPackPublic.pdf 1.0 Performance against Service Statements 1.1 The service statements include a number of output measures, which the leisure partner must achieve. These output measures have been agreed by the Client and Leisure Connection and are evaluated on a quarterly, six monthly and annual basis, following survey work and collection of data carried out by Leisure Connection... 1.3 The output measures for the key performance characteristics that represent an area of underachievement for 2004/2005 are:- . resource room and K4B the contemporary issues zone. There are a number of key performance areas that have underachieved during the year:- the percentage of customers who rate the catering service good or above the target was 75% but the out turn 50%. Learn to swim programme target 77% who rate good or above out turn 68% Use of outdoor pitches target 75% who rate good or above outturn 58%. Use of artificial pitch target 75% who rate good or above outturn 64%. Out of School activities target 79% who rate good or above outturn 43%. Exercise referral full year position has not been provided due to team member changes. A review with external partners is to commence and an exercise referral development plan has been submitted... The Hub report on key performance characteristic indicators does not permit the annual position to be assessed due to the inclusion of unanswered survey data 3.0 Complaint Analysis and complaints which identifies any specific comments and these are actioned through the companies service improvement strategy. Where customers feel they have been unfairly treated they contact the client office.
During the year period the client office has received 39 formal written / emailed complaints as compared to opposed to 28 last year. These cover a range of issues. § Late opening of facilities § Cancellation of courses and issues of refunds § Late payment of Invoices / refunds § Housekeeping issues § Issues around NK Bar furniture and bar staff § Stepping Out walks
1. Late Opening Early Bird Swim Sleaford Leisure Centre This was identified as an issue in the six monthly report. Since November 2004 there has not any major problems in opening on time following the introduction of a system to call in additional team members. 2. There had been a number of complaints received regarding service issues such as cleanliness and staffing at North Kesteven Centre. There has been a significant improvement in these areas, which has resulted in a substantial reduction in the number of complaints during the last six months of this year. subject of six formal complaints. Leisure Connection have introduced a fast track payment system for this contract which is used for small businesses such as makers artists and performers 4.0 Contract Non Compliance and Default Notices 4.1 Where Leisure Connection are in default of a service statement requirement there are two courses of action, which are specified in the contract. Action Plan Process and Direct Rectification... In the period April 1st 2004 March 31st 2005 there has been 23 action plan notices issued, 18 of which occurred in the first six months. These resulted in the main from random inspections by the Client team for failure to provide adequate marketing literature, to operate the service in accordance with the Leisure Connection Quality Management System, and not providing adequate contract survey and profiling information. Although the trend is one of improvement a concern is where company policy which is beyond the control of the on site contract team has resulted in an action plan. This has occurred for Contract recharges On-line transactional payment Provision of adequate survey information...
1. Late Opening Early Bird Swim Sleaford Leisure Centre... 2. Early Closure Northgate Sports Hall... 3. Sports Outreach- Failure to provide contracted input of hours. contracted input of hours Arts administrative post. 5. North Kesteven Centre - Failed to maintain shared office space in accordance with service statement requirements. survey information and analysis of visitor responses. 7. Late Opening Early Bird Swim North Kesteven Centre. Non-compliance with advertised / core hours. 8. Late Opening Early Bird Swim Sleaford Leisure Centre Non-compliance with advertised / core hours. 9. Late Opening Early Bird Swim Sleaford Leisure Centre Non-compliance with advertised / core hours. Kesteven Centre Direct Rectification 13 Random Inspection. Defaults (abridged) There have been 5 Defaults issued during the period April 1st 2004 31st March 2005. 1 Failure to provide an action plan for Action Plan Provision of Contract Recharge Information Energy Use Theatre New Build 2 Failure to provide an action plan for A Provision of Contract Recharge Information for Carres Grammar School, LWT and County Council. 3 Failure to rectify a direct rectification, in relation to survey information in accordance with the agreed action plan. Staff Qualifications Sleaford Leisure Centre 5 Failure to achieve Strategic objective 17 that online transactional payment will be operational from January 2005 and provide an action plan with milestones to introduce online transactional payment by the end of December 2005 direct rectification and in the majority of cases were dependent on action or information from outside the contract. Default 5 resulted in a failure to comply with strategic objective 17 in respect of on-line transactional payment and provide an action plan with milestones... Mike Lock, Client Officer See previous report by Mike Lock on LCW From Unison Companies Update August 2004 http://www.unison.org.uk/bargaining/doc_view.asp?did=1473&pid=731 "Complaints have been raised about the level of service applied to North Kesteven park areas, which are maintained by Leisure Connections. The local paper is running a campaign on the problem of litter and poorly maintained grounds." Report on LC Contract December 2004 |
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